Live Factory LCU Equipment Technical Support Now Available!

What's happening:

Starting in May 2021, Trane will be offering live Factory Technical Support for Light Commercial Unitary Products (< 26 tons) shipped within the prior 18 months, with an emphasis on proper Installation, Startup and Checkout to ensure proper equipment functionality for the first year of operation.

Support will be facilitated to registered customers, exclusively through our mobile-friendly online Help Center, which contains hundreds of (and growing) answers to common questions and challenges with our equipment.

Support is available from 7:30-4:30 central, Monday - Friday (except Holidays)

How do I get Trane Factory Technical Support for LCU Equipment?

1. Save our number to your phone (for text/call recognition and spam filtering)
   1. All return support calls will come from phone number #310.878.0059
      1. Note: this is an outgoing phone number only
2. Sign Up
   1. Register your name and email address with the Trane Commercial Help Center - www.tranesupport.zendesk.com
   2. Detailed instructions to Sign Up
3. Sign in
   1. 1. Sign in (upper-right corner) using your email address and the password you created
4. Validate Equipment Serial Number
   1. Click the red "Request Tech Support" button at the top of any page within the Help Center
      1. 
   2. Before submitting the request for support, we will ask you to validate the serial number of your equipment to ensure it is a Trane Light Commercial Unitary product that was shipped within the last 18 months
      1. 
5. Request Support
   1. Once we've validated the ship date and model of your equipment, fill out the brief request form to ensure we get the request to the appropriate engineer.
   2. You will receive an email confirmation within a minute or two of receipt of your request.
      1. If you don't, please resubmit your request
6. Prepare for Support
   1. Based on the urgency you select, your request will be queued up for the appropriate engineer within 10 minutes, 2 hours, or business day (please help us balance the demand as best as you can).
   2. You will be notified via email and text message when an agent begins looking at your request 
   3. In some cases, we will simply resolve your request in the form of a detailed document sent via email/text.
   4. Any return phone calls and text messages will come from phone #[phone] - add it to your contacts.
7. Take our survey
   1. We are committed to providing best-in-class products and technical support. As such, we will follow up each interaction with a survey so you can provide feedback in order for us to continuously improve.

WARNING:

Information in this article is intended for use by individuals possessing adequate backgrounds of electrical and mechanical experience and who comply with all federal, state, and local laws, rules, orders, or regulations related to the installation, service, or repair of a heating or central air conditioning product. Any attempt to install, service, or repair a heating or central air conditioning product may result in personal injury and/or property damage. The manufacturer or seller cannot be responsible for the interpretation of the information contained herein, nor can it assume any liability in connection with its use.