Trane Registered Limited Warranty Program FAQs

1. Who can register equipment?
Answer: Homeowners are primarily responsible for registering their
equipment. However, dealers are encouraged to assist the homeowners in this
process. In the case of new home construction, the builder can provide
assistance to the homeowner as well.

2. Why are we asking homeowners to register equipment?
Answer: Registration of equipment provides us; the manufacturer, with clear
effective dates for the warranty, and provides homeowners with clear
information as to the timing of his/her protection. Registration also provides
Trane the opportunity to contact the homeowner if there is ever any future
need to regarding the product.

3. How do our customers register?
Answer: Customers can register product in two ways: online or by phone.
Online Product Registration: http://www.trane.com/Residential/ResidentialHome.aspx and click on the Product Registration link on the right. Trane Phone Product Registration w/Customer Service: 800.554.6413.

4. When does the new program take affect?
Answer: The program takes affect on units installed on May 1, 2009 or after.
Units installed before that date are not eligible for Trane Registered Limited
Warranty. This program is not retroactive to installations prior to May 1st of
2009.

5. What information does the homeowner need to register equipment?
Answer: The homeowner needs the model and serial numbers of equipment
installed in their home to register their equipment. These numbers are
generally included on the dealers invoice and can be found on the equipment
as well. The homeowner’s name, address where the equipment was installed,
dealer’s name and other pertinent information are also required for
registration.

6. What about current inventory in distribution or dealer stock?
Answer: The Registered Limited Warranty Program starts May 1st so equipment in distribution made before May 1st qualifies for the Registered Limited Warranty if it is installed on or after May 1st. There have been no changes to the equipment -- the change only affects the warranty offer.

7. Can equipment be registered after 60 days from installation or closing date
(in case of new home ownership)?
Answer: Consumers are encouraged to register their equipment even if it is
after the 60 day registration window. However, if registration occurs after
60 days from installation/start-up of a replacement system or after 60
days from closing on a new home, then the Base Limited Warranty terms
and conditions apply.

8. In states and provinces where registration is not required (California and
Quebec), do customers get the Registered Limited Warranty?
Answer: In the state of California and the Province of Quebec, for example,
registration is not required to receive the Registered Limited Warranty.
Equipment installed in those two areas automatically receives Registered
Limited Warranty terms.

9. Is the Registered Limited Warranty transferable to subsequent homeowners?
Answer: Registered Limited Warranty is not transferable to subsequent home owners. However, any remainder of the Base Limited Warranty is transferable to all subsequent homeowners (starting at the original installation/start-up date).

10. How will a technician responding to a service call know which limited
warranty coverage the units he/she are working on has?
Answer: If the dealer does not have record of warranty status on a particular
unit or it is in doubt, the dealer can access warranty coverage on any
registered unit by going to the On-Line Registration site and inputting in the
serial number to display the warranty on that unit. This option will be
available shortly after the May 1st start date. In addition, a dealer can call the
Phone Registration number 800.554.6413 and speak directly to a Customer
Service Representative who can look up the Limited Warranty coverage on
units sold. Telephone support will be in place on May 1st.

11. How will the Distributor or Parts Center be able to ascertain what the
warranty terms are on units that need part(s) replaced?
Answer: The Distributor and Parts Center will have access to the On-Line
Registration website and will be able to distinguish the warranty terms and
conditions applicable to all residential equipment. This option will be
available shortly after the May 1st start date. In addition, a Distributor or Parts
Center Associate can call the Phone Registration number 800.554.6413 and
speak directly to a Customer Service Representative who can look up the
Limited Warranty coverage on units sold if the need arises.

12. What is the escalation process when a customer complaint associated with
warranty term occurs?
Answer: The existing process utilizing Consumer Relations 800.554.6413
will be in place to resolve any issues associated with Limited Warranty terms
and conditions.

13a. What Products are eligible for Registered Limited Warranty?
Answer: All residential products are eligible for Registered Limited
Warranty. The products include: Outdoor (Cooling-only and heat pump),
Indoor- Furnace (including gas and oil burning) and Air Handlers, Packaged
Systems, CleanEffectsTM whole house air cleaners, Humidifiers, Comfort
Controls and Energy Recovery Ventilators (ERV). There are Registered
System Limited Warranty benefits on some complete systems that include a
Trane outdoor unit, indoor unit and comfort control.

13b. Is it mandatory to register the Trane comfort control along with the
indoor and outdoor system in order to get the benefit of the Registered
System Warranty.
Answer: Yes, registering the Trane comfort control is required to get full
System Registered Warranty terms. Without the Trane comfort control, the
consumer will get the Registered Limited Warranty terms for the registered
components of the system.

13c. I have an application where Trane does not offer a comfort control that
fits a unique application, yet the homeowner wants the Registered System
Limited Warranty terms.
Answer: The control selection drop down menu box on the on-line registration application has a selection option called, “Other” for these unusual applications. By selecting, “Other” the Registered System Limited Warranty terms will apply.

14. When does the 60 day registration period begin?
Answer: The 60 day registration period begins at:
a. Replacement- The installation/start-up (as indicated in the dealer
invoice) of the equipment or
b. New Home Purchase- At the time of closing in the case of the
purchase of a home equipped with Trane equipment.

15. How will a consumer know if he/she has the Registered Limited
Warranty?
Answer: On-Line Registration: The consumer will be presented with a
confirmation page as part of the registration process. Phone Registration: A confirmation of warranty will be mailed or emailed to the consumer.

16. Does the dealer need to know equipment warranty coverage prior to
servicing?
Answer: Yes, the dealer is responsible for knowing the warranty coverage on
the product so that alternatives can be presented to the homeowner.

17. Can a dealer check to see if their customers have registered their
equipment?
Answer: Yes, a dealer will be able to use the On-Line Registration website to
see if their customers have registered their equipment soon after the program
launches. We anticipate this info will be available on- line by June 1st. The
dealer will have to supply the serial numbers in order to access this
information.

18. What is the procedure if a homeowner has registered and does not have a
confirmation statement?
Answer: In case a customer does not have a confirmation statement, he/she
can obtain a confirmation page by calling the Warranty Registration Center
(800.554.6413). Starting June 1st, the customer will be able to get a
replacement confirmation page from the On-Line Registration application.

19. What happens if the registration system confirms a warranty that is
different than what was expected?
Answer: Call the Warranty Registration Center at 800.554.6413 to report/resolve the warranty term and condition issue.

20. What options do homeowners have if they fail to register within the 60
day window of opportunity?
There will be Extended Warranty options to those who have missed the 60
day registration window to obtain extended coverage. Both parts only and
parts and labor warranties will be available for purchase. The customer
should call their dealer to inquire about warranty alternatives available to
them.

21. What is the literature plan for units in stock that do not have information
on this new Limited Warranty offering?
Answer: Updated Use and Care Guides and IOM’s will begin shipping with products manufactured on May 1st. Your current inventory is eligible for the new Limited Warranty
if installed on or after May 1st. Until your current inventory and pipeline inventory is exhausted, the Use and Care Guide and IOM must be discarded and replaced by the dealer with up-to-date warranty documentation. The distributor can provide updated documents along with the memorandum of shipment or the dealer can print as required. Updated
Use and Care Guides and IOM will be available on-line for printing purposes
on April 27th at: https://www.comfortsite.com/EBiz/default.aspx?StartPage=/EBiz/Application
/productInfo/ProductInfoMatrix.asp

22. What information will be made available for the dealer regarding the
change in limited warranty?
Answer: There is a complete communications plan in place to introduce the
new program to distribution. On April 22nd an electronic package will be sent to
distribution announcing the changes in limited warranty. It will include a cover
letter, dealer letter, dealer leave behind registration template, limited warranty matrix, literature transition document, Power Point Presentation describing the program changes, FAQs and an Extended Warranty Communication.

On April 27th, there will be a Distributor WEBEX to announce the changes to the field.
On May 1st, the changes will take effect.

23. If a new home sits empty over time, when does the 60 day registration
period begin?
Answer: The 60 day registration period does not start until the official closing
date. This policy ensures the eventual home purchaser is given a period of
time (60 days) that is consistent with the unit replacement scenario.

24. Does the dealer need to provide the homeowner with the model and serial
numbers upon installation?
Answer: Yes, the dealer is responsible for providing the homeowner with model and serial numbers on the invoice or on other supporting documentation (I.E. back page of the Use and Care Guide) which can be used by the homeowner in product registration (On-Line or Phone). In addition a Dealer leave behind registration template has been provided.

25. The Online or Phone Registration Systems may require that the homeowner display proof of installation for equipment that has been in inventory for long periods of time prior to the sale. What kind of proof will Trane require and when?
Answer: There are validations that take place on the serial numbers as well as
the installation date that may require the homeowner to show proof of
purchase. We do not expect for this to happen often, but if it does, an original
invoice for replacement units and closing documents on new home purchases
will suffice.

26. What happens if the homeowner misplaced the original invoice or does
not have one?
Answer: The homeowner should see the installing dealer for a copy of the
original invoice.

27. How will the homeowner know where to find the serial number information?
Answer: The On-Line Registration System will provide graphics that point
out the location of serial numbers on their equipment. In addition, the Phone
Registration associate will be able to guide someone to the location of the
serial number as well.

28. What will California and Quebec residents do if when they register their
equipment and receive a confirmation stating lesser terms than the full System
Registered Limited Warranty?
Answer: Residents of the state of California and the province of Quebec are
not required to register for Registered Limited Warranty. If a resident of
California or Quebec registers their equipment and does not get the Registered
Limited Warranty terms, then they should call Customer Relations at
800.554.6413 and report it.

29. Does commercial equipment qualify for registration? Does residential
equipment installed in commercial applications qualify for registered limited
warranty?
Answer: The Registered Limited Warranty applies to residential equipment installed in residential applications only. This does not cover any commercial equipment or commercial installations.

30. What should the homeowner do if they are having problems with the
Online Registration System or process?
Answer: Call Consumer Relations at 800.554.6413 and report the issue. As with all calls, we will work to resolve any issues as quickly as possible.

31. During the registration process, the homeowner can optionally record
his/her email address. How will Trane use these email addresses? What is the
email privacy policy?
Answer: All information collected by the On-Line or Phone Registration
Teams is considered confidential and will not be sold or made available to
outside parties. Trane may use this information internally from time to time to
contact consumers for various alerts or additional offers. A consumer will
always have the right to be excluded or opt-out from alerts or offers if they so
choose.

32. What happens if the “ship with” documentation contradicts the registered
warranty terms?
Answer: The dealer is responsible for providing the correct documentation as
determined by the installation date, and can verify the literature through
ComfortSite. If there is a discrepancy with the dates and/or the information,
please call Consumer Relations at 800.554.6413.

33. What happens if the homeowner does not register all system components,
but thinks his whole system has the higher terms only to find out later that his
claim is denied?
Answer: Our Customer Relations team is trained to handle situations like these. Rest assured that Trane will treat every customer with care and consideration and will work hard to address each issue and satisfy all consumers. Each circumstance will be considered and resolved through that team of professionals.

34. Will units that qualify for a replacement (Comfort Specialist Provision)
due to a compressor or heat exchanger failure within 60 days of start-up be
eligible for a labor allowance?
Answer: Units qualifying for replacement due to compressor or heat exchanger failure within 60 days of start up will not have a labor allowance. The labor to change out the unit will be the responsibility of the dealer and will follow Trane’s policy for first year failure. Also it is important to note that only electrical or mechanical issues associated with the compressor causing a no pump condition are covered under this stipulation. Noise issues
are not covered and should not be replaced under this provision. Also only Trane Comfort Specialist dealers will have the 60 day replacement option for compressors and heat exchangers.

35. Will Trane provide a “cheat sheet” geared towards the dealer explaining
the warranty changes?
Answer: The changes follow the same concept as before in that there are system warranties and separate stand alone terms for components of a system if purchased separately. However there are some pretty profound changes so there will be literature supplied that will help dealers explain the changes delivered in the communication packet on April 22nd. The Distributor and Dealer Communication packages will have a Limited Warranty Matrix included that should help with the new Registered Limited Warranty and Base Limited Warranty terms.

36. Will Trane’s warranty documentation clearly state that the base warranty
is 5/5/5 on all OD products unless they are registered?
Answer: Yes it will. We have gone to great lengths to be clear about the limited warranty offerings. All literature states the base warranty as the default warranty and then mentions the registered limited warranty and the requirements to obtain it.

37. If a homeowner buys an Extended 10 Year P&L warranty, does that
purchase automatically register the limited warranty or is the homeowner still
obligated to register for the limited warranty?
Answer: If a homeowner buys Part and Labor 10 year warranty within 60 days of installation/start-up, he/she will not have to register the product as that will be automatically be done for them.

38a. Homeowner registers his system and receives a message on the
confirmation page that, “warranty coverage can not able to confirm limited
warranty coverage for the equipment you registered due to possible improper
equipment application. What was the cause of this notation?
Answer: This is an indication that a staged outdoor unit was installed with a non-variable speed indoor unit which is not a valid equipment application. The warranty certificate will direct the consumer to the dealer in this situation for resolution.

38b. What should the dealer do in this situation?
Answer: The dealer should resolve the application issue by either changing the indoor or outdoor unit to achieve a Trane approved matching system. Once the equipment application is resolved, the customer should register the properly applied system using either the on-line or phone registration option.