UPDATE: APRIL 15th, 2024. (ALL SHORT-SHIP PART REQUESTS ARE ENTERED BY TRANE SUPPLY CUSTOMER SALES ASSOCIATE THROUGH NORMAL P21 ORDERING PROCESS. GUIDANCE IS PROVIDED BELOW IN THE STANDARD WORK INSTRUCTIONS.)
Problem:
The customer told me they are missing ship with items, or components on a Catalog or Semi-Custom Air Handler built in Columbia, SC. How do I get the part shipped to the customer so they can complete the installation or startup of the equipment?
Solution:
Do you know the missing item(s) part number(s)?
If YES, provide the part number and quantity to the local Trane Supply Customer Sales Associate (CSA) with the instructions below.
If NO, the Commercial Sales Office (CSO) will enter a technical support request with a description for help identifying the Trane factory part number/mnemonic to order.
Process Flow IF NO
Trane Commercial Sales Office
Provide the information below in the tech support request
1. Unit Serial Number or Sales Order Number
2. Description of part, where in/on the unit the part would be located. Picture/video of the unit where the part should go if there's a level of uncertainty about what/where the missing part is.
Initiate request through webform - https://support.trane.com/hc/en-us/requests/new to Tech Support. Select Normal Priority (2-hour response) when entering a request.
Result: Technical Support will respond with the factory part number or Trane mnemonic and close the request.
Continue to the Next step IF YES
Process Flow IF YES
Trane Supply - Customer Sales Associate at CHVAC Parts Store
Question: Is the factory part number set up to order in P21?
If no, enter a parts identification case in SalesForce - OMNI. Parts ID will set up the factory part number so that it can be ordered through P21.
If yes, proceed to the next step
In addition to the Trane mnemonic and quantity provide the information below.
- Trane mnemonic & Quantity
- Delivery Information: Name, Att:, Address, City, State, Zip, E-mail, Phone Number
- Secondary Contact E-mail for P21 Order:
- Billing Information:
- If Short Shipment is identified within the standard warranty period: File warranty using code: PLD-MSG using the $0 cost billing method.
- If Short Shipment is identified outside of the standard warranty period: File as a concession with a completed CAF, using the $0 cost billing method:
- Trane Supply CSA will place a P21 order, file a WMS Claim, and provide an Estimated Ship Date (ESD) to the Requester.
Note:
Items not covered through this process:
- Filters (Vendor Direct Ship)
- Roof Curbs (Vendor Direct Ship)
- Humidifier Accessories (Vendor Direct Ship)
- Coil Valves (Vendor Direct Ship)
- Any Components that are not selected on the original order (Modification)