We purchased a Trane heat pump from a local HVAC company 9 years ago, the installing company has since gone out of business. The fan on the air handler died just over 2 weeks ago (diagnosed by a different local Trane authorized HVAC company). Unfortunately the fan is no longer produced or available anywhere. The warranty cleary states all parts are warrantied for 10 years (labor is not covered). I have called the Trane Warranty Customer service number 4 times. The first time that I called was 10 days ago. 7 days ago I was assured a case manager was going to be assigned and the my case was being "escalated". I called twice this Monday wondering when a case manager would be assigned. Finally I told the guy that I dont want any more excuses I want a new fan so that their authorized dealer can install it. He hung up on me, I did not curse or yell. I am at a loss how a company that should have a rock solid customer service department can treat their customers like this. I took a couple of days to cool down (literally and figuratively) and now I am ready to take action. They still have not assigned a case manager and the email that I sent yesterday generated a poor A.I. reply.
So what do I do? I have already started taunting them on Facebook, 3 days later and nothing. Do I sue them in small claims court? Email several executives? Go nuts on social media with nothing but facts? At this point I refuse to buy a new unit and go away, I want my daggone warranty honored.
So what do I do? I have already started taunting them on Facebook, 3 days later and nothing. Do I sue them in small claims court? Email several executives? Go nuts on social media with nothing but facts? At this point I refuse to buy a new unit and go away, I want my daggone warranty honored.
