Support & Development

IS OUR MISSION

THE CUSTOMER ASSURANCE TEAM

We will strive to continually expand our technical knowledge and understanding of our products in order to gain perspective to readily “SUPPORT” you, our customers "&" will continue to create and enhance tools, technical guides and other resources which, when combined with our Technical Training Programs, will promote the “DEVELOPMENT” of technicians and our dealers.

How to Reach Out to The CA Team for Support

Mobile Tech Support Request

Residential <> Commercial <> DLS <> VRF

Most Efficient and Effective

Reaches up to 7 Reps simultaneously

Email to CA's Group Box

Efficient when sharing files/data

Reaches up to 7 Reps simultaneously

eMail - Residential & Light Commercial

eMail - Ductless & VRF

Call & Leave a Voice Message

888-827-3352 .... (Opt. #3)

Slower due to high call volume

Reaches 1 Rep at a time

A video/photo is worth 1000 words!!

Technical Training Program (TTP)

Technical Training

SPRING 2025

TRAINING SCHEDULE

CLASS REGISTRATION IS NOW OPEN!!

CE PATH FAQs

Information and Technician Field Tools

R-454b

Staged Air Volume

VFD Programming (ABB)

Step-by-Step instructions to guide techs through programming the VFD found in 48/50TC & HC units

Good Tech Field Practices is Key to CA's Support

The CA Team can help dealers and contractor diagnose a problem, formulate a plan to resolution in a timely manner, explore root cause and often even request manufacturer support. All that support is dependent on accurate field information which must be accurately provided by the Field Service Technician.

Depending on the situation and circumstances, the material required may be data or media and can extend from application to installation, service and maintenance records.

TOOLS TO HELP TECHS COLLECT AND SHARE THE INFORMATION CA NEEDS TO HELP

Just a few examples of the many mobile tools available from The CE Team

Refrigerant Leak

Submit a Refrigerant Leak Report - CA will reach out to guide and assist you.

Important to remember that this and many other forms will require the tech to submit videos or photos documenting the issue being reported

Equipment Sound Concerns

Equipment sound is subjective and can be influenced or affected by a field factors. Troubleshooting sound complaints usually has two parts.

The first is locating the source of the sound. Following the Sound Troubleshooting Guide combines diagnosing and reporting in one step.

Once the source is identified, the tech must check the system's full operation to try to determine the root cause of the noise. The Sound Checklist digital form helps guide the process while simultaneously documenting storing the data. e Report.

Once received, CA will reach out to help you.

Compressor Problem

There are two type of tools for reporting compressor issues.

If the tech is working on a unit with 30 days or less of operation, he should use the DOA Compressor Failure Reporting tool.

If on the other hand the unit has been in operation for more than a month, he should complete and submit a Compressor Failure Report.

In either case, once received, CA will reach out to guide and assist you.

VFD or ecoblue Problem

Service techs should report issues with a VFD or a Vane Axial Fan bearing unit. There is a unique tool for each type of technology simplifying things for the tech:

SAV/VFD Trouble Report

ecoblue Trouble Report

CA received report, review the electrical data and will reach out promptly to guide and assist you.

Warranty Resources

Equipment warranty and the different warranty process are subject to a lot of questions and concerns by our dealers and contractors.

On the Warranty page of our site, you will find links to the CE Warranty Lookup Tools.

Using them, dealers/contractors will be able to view warranty information quickly and even submit claims online.

The Warranty page also includes a number of Warranty Resources. There you will find policy and process documents like the DOA Compressor Procedure and the Dealer Contractor Warranty Guide, to forms like the Warranty SCA and the Request a new Unit Rating Plate form.