During these unprecedented times we continue to closely monitoring the situation around the coronavirus (COVID-19). Our teams, like yours, are enacting new processes and procedures to keep our people, customers and partners safe. I wanted to continue the conversation and update you on a few new changes that have come into play over the past few days.
Guidance and Documentation Regarding our Essential Services Status
Trane Technologies will continue full operations as we fulfill our commitment to meeting the critical needs of our customers and essential infrastructure. Justification for our classification can be found in a national directive concerning “Essential Critical Infrastructure Workers” issued by the U.S. Department of Homeland Security on March 19, 2020.
As more states and counties declare “shelter in place” or “stay at home” mandates, our operating teams, facilities and employees may be required to demonstrate proof of our Essential Services. The situation is fluid; the details, enforcement, and requirements vary locally, but the resources provided are our best source of documentation at this time. The Trane Technologies Government Affairs team and our communications team will continue to stay on top of the situation, and we will provide updated guidance as we know more.
Attached is a letter that you can use to reinforce the essential status of the HVAC industry. Share with your teams as appropriate so that they are aware of our essential workforce status and commitment to keeping you and your dealers running to serve homeowners and building owners.
Suspending Residential & Commercial Warranty Parts Return Program Until Further Notice
Effective immediately, we are suspending the Residential & Commercial Warranty Parts return program until further notice. This will enable us to take the necessary precautions to reduce the amount of interactions throughout our distribution channels and continue to focus on the safety of our associates and customers. We will continue to monitor the situation and communicate any necessary updates or changes to the policy.
Warranty Claim exceptions – We are currently updating the Warranty Management System (WMS) with this new policy, which will take several days. If you have a claim that was entered March 2, 2020 through present (or until the WMS is updated), and the claim was auto-denied due to the lack of part return, please contact our Residential Warranty Team via phone 844-590-9915 or via email firstname.lastname@example.org for assistance with the appeal process or for any questions.
Over the past few days I’ve seen many examples of authentic and helpful communications that you’ve shared with dealers, creativity in how you serve your customers with curb side service, and commitments to help employees and your communities during this uncertain time. I’m proud of our IWD family for finding ways to continue to serve our customers as we navigate these times together.