When I click on Parts Locator, I do not see the location I need. How can I have a new location added?
Contact Site Support. Include your name, account number and the location you would like added. (hyperlink to ComfortSite Site Support Form).
Why do some locations display hours and/or toll-free phone numbers, but mine does not?
Store hours and toll free numbers are not available for all locations. For additional information on a particular store, use the Contact Us option under Help.
Where do I report wrong information (phone number, address, etc.) for a location?
Contact Site Support to report incorrect information (hyperlink to ComfortSite Site Support Form).
How can I add another account number?
For Parts or Commercial Equipment (TCS) accounts, please send an email to TCSATOsignup@trane.com with your first and last name, your user ID, your company’s name, and the account number(s) to be added.
For Residential Equipment (TRS) accounts, please send an email to ATOsignup@trane.com with your first and last name, your user ID, your company’s name, and the account number(s) to be added.
Why is the balance different than what my statement says?
The Statement reflects what your balance was on the date the statement was issued. Your current balance is showing open items and credits as of that day.
What items are included in the Product Categories Search?
Product Categories search is an attributes search which divides model number into assemblies and sub-assemblies. The most basic unit is the part.
Can I suggest additional attributes or product categories?
Yes. Please send your suggestions to ComfortSite Suggestions (hyperlink to ComfortSite Suggestions email).
Why do I see a different set of items in the Attribute Search compared to Product Search?
The Attribute Search only contains wholesale items, while the Product Search contains all items.
How do I clear all and start a new search?
Click the link to access help documentation.
I found the motor I need but my supplier does not have it in stock. How do I find a substitute?
Note the attributes of the motor and do a Product Categories search to determine if your supplier has a substitute motor in stock that will meet your requirements.
Why do I not see this option?
RS Distributor Tools is only available to IWD users.
What is included under RS Distributor Tools?
The following options are available under RS Distributor Tools: Parts Sales Programs, Parts Product Information, HVAC Graphics, Pricing, Parts Support, Parts Identification, Store Merchandising, and Falcon.
How do I save a search?
Click the link to access help documentation.
How do I view my saved searches?
Click the link to access help documentation.
How do I save items to a job?
Click the link to access help documentation.
How do I view my saved jobs?
Click the link to access help documentation.
How do I view Distributor Saved Bundles?
Click the link to access help documentation.
Where is WebCATS?
WebCATS has been replaced with the Product Search option. All seven search options can be found in the drop down: Serial #, Model #, Part #, Sales Order #, Supplier/Vendor #, Type/Device # and Drawing/Code #. Like WebCATS, Product Search will return unit information and parts list, as well as part detail information. Product Search also returns literature, supersede chain information, and where used information. Items can be added to a job, to your cart and in a future release, to a warranty request form.
Is the literature the most recent available?
Yes. The literature returned in Product Search matches the most up to date information from eLibrary.
How do I save my search?
Click the Save button (in the Product Search area) or the Save Search button (in the center pane, following the successful return of search criteria) to save a search during the Product Search process.
Can I conduct partial part searches?
Yes, but only on certain types of Product Searches. The following do not allow product searches, meaning search criteria must be exact: part number, drawing/code number, and type/device number.
Why does customer price say Call for Pricing?
Certain suppliers are non-transactional. For those suppliers, you must call for the price.
What is the quickest way to identify a part?
It depends on the information you have. If you have the Trane Part or Vendor Part number, you can input either into our Product Search or Quick Order. If you have a model, serial, or sales order number, use our Product Search. Our Product Categories Search can be used if you know the item attributes of the part required.
If I have identified an item using the Product Search or Product Categories, is there a way to paste the item attributes into another search to find alternatives?
No. Technical information cannot be copied and entered into a new search, but information can be printed using the print icons.
Who can I contact if the model/serial/part information is incorrect?
Contact our Parts Identification team. (hyperlink to Parts ID email)
How can I get my tax and shipping totals?
Use Account Track Online to view copies of all your invoices. Use your PO number to search for the correct invoice. View or print your invoice to view tax and shipping totals. You can also contact the supplier with which you placed the order to inquire about tax and shipping.
How do I check item availability in stores other than my default supplier?
Click the link to view help documentation.
How do I delete/add items?
Click the link to view help documentation.
How do I change quantity?
Click the link to view help documentation.
I just placed an order and received my confirmation. I need to change something. Can I do that online?
No. Please contact your supplier with which you placed the order to make changes after confirming.
The item I am typing in comes up as invalid but I know it’s a good part number. What qualifies as a Trane part number?
A Trane Part # is any item number found on a Trane Parts invoice, including any item ending with a !.
The item I am typing in comes up as invalid but I know it’s a good part number. What qualifies as a Vendor part number?
A Vendor Part # is a manufacturer’s part number that can be crossed to a Trane Part number.
How do I copy my parts list into ComfortSite?
Click the link to view help documentation.
Can I copy Trane and Vendor parts?
No. Only Trane items can be entered into the Copy/Paste tool.
How many rows of data can I paste at a time?
You can paste up to 3 rows at a time, with a max of 20 in the Copy & Paste popup at one time. Clicking the Add More option in the lower left of the popup will allow you to add more parts. The maximum quantity is 999 per line.
Can I paste the same item more than once?
Yes. The item will reflect a cumulative total in the shopping cart (located in the lower right of the Parts & Supplies page).
How do I compare items?
Click the link to view help documentation.
Why can I not add more than 3 items to compare?
The Compare feature can only function with up to three items at one time.
Is there a way to compare prices and availability at the same time?
The quickest way to view pricing and availability side by side would be to add items to your cart, click Checkout, and price and availability for all items will be listed.
How do I access the Warranty Request form?
Click the Warranty button on the top of the Parts & Supplies page.