Ducted Systems Contact Details - files.hvacnavigator.com

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Contents

Primary Locations ................................................................................................................................................. 2

Consumer Relations .............................................................................................................................................. 2

Credit ................................................................................................................................................................... 3

Customer Service – Equipment .............................................................................................................................. 4

Duct Free Split ...................................................................................................................................................... 5

Logistics - Equipment Manufactured in Ajax, Ontario ............................................................................................... 5

Logistics - Commercial and Residential Equipment.................................................................................................. 5

Marketing ............................................................................................................................................................. 6

Norman Modif ication Center................................................................................................................................... 6

Parts – Source 1 Parts........................................................................................................................................... 7

Parts – Baltimore Parts .......................................................................................................................................... 8

Pre-Sales ............................................................................................................................................................. 9

Pricing ................................................................................................................................................................ 10

Selection Tools - Navigator .................................................................................................................................. 11

Selection Tools - IPE ........................................................................................................................................... 12

Technical Support ............................................................................................................................................... 12

Training (Ducted Systems Academy) .................................................................................................................... 13

Warranty............................................................................................................................................................. 14

York National Accounts ....................................................................................................................................... 15

Ducted Systems Contact Details Updated: July 2021

The power behind your mission

Ducted Systems Key Contacts Document Number: 06-DX.801.E.NA (supersedes 036-16032-034-B-0520)

Revision: 004 | July 2021 Proprietary and Confidential



PRIMARY LOCATIONS Commercial Factory (Norman) / Ducted Systems Headquarters

5005 York Drive

Norman, Oklahoma 73069

PH: +1 (405) 364-4040

FAX: +1 (405) 366-7286

Source 1 (S1) Parts Facility

7250 North Hayes Drive

Park City, Kansas 67219

PH: +1 (800) 536-6112

FAX: +1 (800) 710-1893

Ducted Systems Academy / Training Center of Excellence

1320 SE 89th Street, Suite 200

Oklahoma City, Oklahoma 73149

Email: [email protected]

Website: www.ductedsystemsacademy.com/

Residential Factory (Wichita)

3110 North Mead Street

Wichita, Kansas 67219

PH: +1 (316) 832-6401

Fax: +1 (316) 832-6401

CONSUMER RELATIONS Email: Commercial and Residential Products (Contact is for end-users only)

Email [email protected] for: ▪ Warranty assistance for consumers only ▪ Consumer assistance with product registrations ▪ Consumer assistance in obtaining product literature ▪ Consumer product complaints

Phone: Commercial and Residential Products (Contact is for end-users only)

Call + 1 877-874-7378 and select option 2 for: ▪ Warranty assistance for consumers only ▪ Consumer assistance with product registrations ▪ Consumer assistance in obtaining product literature ▪ Consumer products complaints

Ajax Product (Phone & Email): Water Source Heat Pumps and Commercial Self-Contained Equipment

Call + 1 (888) 579-6275 or email [email protected] for ▪ Consumer assistance with water source heat pumps (WSHPs) ▪ Consumer queries about commercial self-contained equipment





CREDIT Select the appropriate Credit and Collections mailbox below for inquiries relating to:

▪ Account Setup ▪ Credit Limits & Order Limits ▪ Order Release Issues ▪ Sales Tax Disputes ▪ Payment Disputes ▪ Invoice Inquires ▪ Account Statements

Channel Partner Credit and Collections Mailbox Response Time

Distributor / Agent / Sales Rep [email protected] One Business Day

National Accounts [email protected] One Business Day

Factory Direct Branches:

▪ Florida [email protected] One Business Day

▪ Maryland, Virginia [email protected] One Business Day

▪ Michigan [email protected] One Business Day

▪ Minnesota [email protected] One Business Day

▪ Missouri [email protected] One Business Day

▪ New York & New Jersey [email protected] One Business Day

▪ Oklahoma and Arkansas [email protected] One Business Day

▪ Pennsylvania [email protected] One Business Day

▪ South Carolina and Georgia [email protected] One Business Day

▪ Washington and Oregon [email protected] One Business Day

▪ Wisconsin [email protected] One Business Day

Escalation Process

For non-compliant responses and escalations, contact the below managers. All other queries need to be

routed through one of the above methods.

Distributor / Agent / Sales Rep

1. Erik Martinez Barron [email protected] Level One

Cash Application

1. Arturo Casillas

[email protected] Level One

Branch Credit 1. Arturo Guerra 2. Erik Martinez Barron

[email protected] Level One

[email protected]

Level Two





CUSTOMER SERVICE – EQUIPMENT Ajax: Water Source Heat Pumps and Commercial Self-Contained Equipment

Phone & Email

These contact details apply to customer queries related to water source heat pumps (WSHPs). ▪ Phone +1 888-759-6275 (888-SKYMARK) ▪ Email: [email protected]

For all channel partners except Buy/Resell Agents selling the Johnson Controls brand, TempMaster Reps, Fraser-Johnston Reps, and National Accounts

Toll Free Phone (Service Level Goal = 80% of phone calls are answered within 30 seconds)

This phone number applies to all channel partners except for Buy/Resell Agents, TempMaster Reps, Fraser-Johnston Reps and National Accounts. A separate phone number and email (listed below) is available for these groups.

Call + 1 800-536-6112 and select: ▪ Option 3 >

o Option 1 (domestic account management) o Option 2 (international account management)

For all channel partners except Buy/Resell Agents selling Johnson Controls brand, TempMaster Reps, Fraser-Johnston Reps, and National Accounts

Direct Phone extension / Email address

This contact method applies to all channel partners except for Buy/Resell Agents, TempMaster Reps, Fraser-Johnston Reps and National Accounts. A separate phone number and email (listed below) is available for these groups.

▪ Please directly call or email your dedicated account manager or back-up account manager.

Exclusive to TempMaster & Fraser-Johnston Manufacturer Representatives (not

distributors), Buy/Resell Agents selling Johnson Controls brand, and any inquires specifically related to YORK YPAL & YORK DOAS Equipment

Phone & Email

Email [email protected] or call +1 844-608-3387 Option 2, then Option 1

Customer Service Escalation Process

For non-compliant responses and escalations, contact the below leader. All other queries need to be routed through one of the above methods.

▪ Sandra Witt, Customer Service Director [email protected]





DUCT FREE SPLIT

Phone

Call +1 844-873-4445 for one of the below topics.

▪ Option 1 Customer Service ▪ Option 2 Technical Services ▪ Option 3 Warranty ▪ Option 4 Application Design ▪ Option 5 Training

LOGISTICS - EQUIPMENT MANUFACTURED IN AJAX, ONTARIO Phone & Email: Water Source Heat Pumps and Commercial Self-Contained Equipment

These contact details apply to queries related to equipment manufactured in Ajax, Ontario, Canada, specifically water source heat pumps (WSHPs) and commercial self-contained equipment.

▪ Phone +1 (888) 579-6275 ▪ Email: [email protected]

LOGISTICS - COMMERCIAL AND RESIDENTIAL EQUIPMENT

Email (Service Level Goals: Responsiveness to Jobsite Claims = 100% within One Business Day,

Non Jobsite Claims = 100% within Two Business Days)

Email [email protected] for: ▪ Freight related billing discrepancies ▪ Overages, shortages, damages (non-urgent) ▪ Freight Quotes

Phone

Call +1 800-536-6112 Option 3 to reach your account representative for: ▪ Urgent time-sensitive issues ▪ Late Delivery ▪ Overages, shortages, damages (urgent) ▪ Re-consignment requests

Logistics Escalation Process

For non-compliant responses and escalations, contact the below manager. All other queries need to be routed through one of the above methods.

▪ Kevin Jump, Logistics Manager [email protected]





MARKETING Channel Marketing Help Desk:

Phone (Service Level Goal = Voicemail response within one Business Day)

Email (Service Level Goal = Response within two Business Days)

Contact the Channel Marketing Help Desk on +1 (833) 242-7869 or [email protected] for: ▪ Marketing programs and promotions ▪ General channel marketing inquiries ▪ Reporting ▪ Registration ▪ Exceptions and approvals

Marketing Claims and Incentives (Service Level Goals = Claim review within five business days, approved claim pay-out within 45 calendar days)

Channel marketing incentive claims are reviewed within five business days and approved incentive claims are paid in less than 45 calendar days. We encourage you to use the below steps to access the self-service Marketing Dashboard within Navigator to submit a claim and check claim status.

1. Open Navigator - https://www.hvacnavigator.com/ 2. Expand Applications 3. Select Marketing Dashboard

Field Marketing Email

Contact the Field Marketing team by emailing [email protected] for: ▪ Commercial and Residential factory visits

Marketing Escalation Process


▪ Micah Ogé, Sr. Channel Marketing Manager [email protected]

NORMAN MODIFICATION CENTER Norman Modification Center (NMC)

Phone (Service Level Goal = Voicemail response within one Business Day)

Email (Service Level Goal = Response within two Business Days)

Contact the Norman Modification Center by calling +1 (833) 257 6976 or emailing [email protected] for

▪ Commercial equipment factory-installs requests ▪ General modification queries





Norman Modification Center Escalation Process


▪ Stephen Pickle, Director of Operations [email protected]

PARTS – SOURCE 1 PARTS Phone (Service Level Goal = 80% of calls answered within 30 seconds)

Call +1 800-536-6112 Option 1 for Urgent time-sensitive issues, including: ▪ Urgent Part look-up ▪ Urgent Part Replacement request (including shipping logistical issues) ▪ Urgent Cancellation of part order ▪ Urgent Order changes (change of address, shipping method, quantity changes)

Email - General (Service Level Goal - Response within four business hours)

The queue response time for [email protected] is within four business hours. Email this mailbox for:

▪ Non-urgent Part Look-Up ▪ Non-urgent Part Pricing ▪ Non-urgent Part Availability ▪ Non-urgent Order Status ▪ Non-urgent General Inquiries

Email - Orders (Service Level Goal = Response within five business hours)

A $25.00 Manual Order entry fee will be applied to orders emailed to this mailbox. This fee can be avoided by utilizing the self-service platform of Order Navigator by following the below steps.

▪ https://www.hvacnavigator.com/ Sign in with user ID and password. ▪ Select Applications > Orders > Order Navigator > Ducted Residential & Commercial Systems,

Ductless Systems & Source 1 Parts Store

If you proceed with the email method, the queue response time for emails sent to [email protected] falls within five business hours. The processing cut-off time is 4:00 p.m. (central time) for priority Warranty Hot Shot and first, second and third day air. Use this mailbox for:

▪ Part Purchase orders. These must include the following details: o Company Name o Complete Ship-to and Bill-to Addresses o Telephone and fax numbers o Correct Source 1 Part Numbers o Correct Order Quantities o Shipping method

▪ Warranty Breakdown Orders. These must include: o Unit Serial Number o Unit Model Number o Request for Warranty/Hot Shot





SOURCE 1 PARTS (continued)

Email – Logistics (Service Level Goal = Response within seven business days)

The queue response time for [email protected] is within seven business days. The [email protected] mailbox only supports accounting and billing concerns. Some examples include:

▪ Issuing Credit ▪ Processing Returns ▪ Filing Freight Claims ▪ Debit Memos

Return requests can be submitted through Navigator - https://www.hvacnavigator.com/. Refer to above phone number for all other queries.

Parts Escalation Process

For non-compliant responses and escalations, contact the below manager. All other queries need to be

routed through one of the above methods.

▪ Reva Wallace, Parts Customer Service Manager [email protected] +1 316-260-2966

PARTS – BALTIMORE PARTS Phone & Email

Customers without an account for Baltimore Parts should contact your Customer Service Representative (see “Customer Service – Equipment” section above).

Customers with existing account for Baltimore Parts, please phone +1 800-932-1701 (toll free) or email [email protected] for queries related to parts for the below equipment:

▪ S100/YPAL/TMAL 50-150 Ton RTUs ▪ Commercial Self-Contained L Series





PRE-SALES Phone

Call +1 877-334-9209 for: ▪ Pre-Sales Product & Application Support questions ▪ Discuss Special Request – SQ (Premier & S100) ▪ Unit Selection Help

-

Email - Light Commercial

Email [email protected] for: ▪ Packaged Rooftops Units up to 50 Tons (Except Premier) ▪ Split Systems (7.5 – 50 Tons) ▪ Verasys ▪ Queries about equipment matching up with a Consulting Engineer’s plan and specification ▪ Assistance with product selection software including Selection Navigator ▪ Help verifying that specified equipment is the best match for the application ▪ Identifying new models to replace existing equipment ▪ Guidance for refrigerant piping aid and verification ▪ General equipment inquiries for accessories, controls or design ▪ Standards, Codes, and Regulatory inquiries

Pre-Sales contact information continued on next page…

Pre-Sales Phone Tree





PRE-SALES (Continued)

Email - Large Commercial / Applied DX

Email [email protected] for large commercial pre-sales inquiries: ▪ Large commercial product and application support for Premier, S100, L-Series, CSC, WSHP,

DOAS ▪ Submit Special Request (One Time Product Changes/Features) ▪ Request REVIT Drawings ▪ Request Access/Help with Selection software ▪ Post Sales SQ (Premier & S100) – adding unit options/parts in the field ▪ PREMIER & S100 Competitive Quoting/Price Review

Pre-Sales Escalation Process

For non-compliant responses and escalations, contact the relevant manager below. All other queries need to be routed through one of the above methods:

▪ Commercial / Applied DX John McKissack [email protected]

PRICING Email – Commercial Pricing (Service Level Goal = Response within One Business Day)

Email [email protected] for: ▪ Commercial pricing matters

Email - Residential Pricing: (Service Level Goal = Response within One Business Day)

For Residential Pricing matters email your primary Pricing Analyst directly. If they are out of office email any member of the Residential Pricing Team listed below.

▪ Eloise Bickham [email protected] ▪ Shawn Haney [email protected] ▪ Rodney Smith [email protected] ▪ Tina Walker [email protected]





Email - Billing Inquiries

Email [email protected] for: ▪ Incremental Pricing Agreement (IPA) Claims* ▪ Special billing inquiries

* Job/Project IPA quote request submissions: Same day if received by 3pm CST, or following morning if received after 3pm CST

* Contractor or Market specific IPA quote submissions: Three business days for brand new submissions, one business day for revisions.

* IPA Claim credits: 7-10 business days after all required information is submitted.

Pricing Escalation Process

For non-compliant responses and escalations, contact the below manager. All other queries need to be routed through one of the above methods:

▪ Robert Hopper, Pricing Director [email protected] +1 405-419-6659

SELECTION TOOLS - NAVIGATOR

Navigator Phone

Contact the Navigator Help Desk on +1 (844) 319-0726 for ▪ Access issues and password resets ▪ Application errors

Navigator Email

Email the Navigator Support team at [email protected] for assistance with access issues and application errors. Please include the following details:

▪ Your user name / email ▪ The Sub Account/Tier 1/ Partner you are associated with ▪ The steps you were performing when the issue occurred

Navigator Escalation Process


▪ Clark Arnold, Business Support Manager [email protected]





SELECTION TOOLS - IPE

Phone

For IPE Selection Tool software assistance please contact: ▪ Phone: + 1 (844) 319-0726 (prompt 4) ▪ Email: [email protected]

IPE Escalation Process

Contact the below manager to escalate issues. All other queries need to be routed through one of the above contact methods.

▪ Nicole Stenpeck, Business Systems Analyst [email protected]

TECHNICAL SUPPORT Phone - All Product

Call +1 877-874-7378 for all commercial and residential product coverage, including: ▪ Distributor inquiries ▪ Contractor/dealer inquiries ▪ Consumer inquiries ▪ Inquiries from Ajax callers

Email - Commercial Tech Support

Email [email protected] for: ▪ Commercial technical support inquiries for equipment up to 50 Tons (Excluding Premier).

Email [email protected] for Commercial technical support inquiries on the following equipment:

▪ Premier RTUs ▪ RTUs > 50 Tons, ▪ L Series ▪ IPE: Ajax Equipment (JCI Branded WSHP Gen1 and Gen2) ▪ DOAS (Gen1 and Gen2)

Email - Residential Manufacturing Housing

Email [email protected] for: ▪ Residential Manufacturing housing technical support inquiries

Email - Residential Distributor

Email [email protected] for: ▪ Residential Distributor technical support inquiries





Email - Residential Dealer

Email [email protected] for: ▪ Residential Dealer technical support inquiries

Technical Support Escalation Process

For non-compliant responses and escalations, contact the relevant manager below. All other queries need to be routed through one of the above methods:

▪ Commercial Bruce Porter, Commercial Product Tech Support Manager [email protected]

▪ Residential Jeff Preston, Residential Product Tech Support Manager [email protected]

TRAINING (DUCTED SYSTEMS ACADEMY) Ducted Systems Academy Website

Visit the Ducted Systems Academy (DSA) website (https://www.ductedsystemsacademy.com/) to ▪ View the course catalog

▪ Register for virtual training

▪ Enroll in live courses in the Ducted Systems Academy Center of Excellence in Oklahoma City

(subject to any COVID-19 restrictions)

▪ Subscribe to the mailing list and stay informed about training opportunities

Ducted Systems Academy – Commercial and Residential Product Training

Use the self-service platform in Navigator to: ▪ Access the Content Library for training modules and learning paths

▪ View videos about proper installation, operation, and maintenance of Johnson Controls Ducted

Systems equipment

▪ Open the Ducted Systems Academy website

Ducted Systems Academy can be accessed in Navigator by the below steps:

1. Open Navigator (https://www.hvacnavigator.com/) and enter login credentials 2. Expand Applications and select Training 3. Then select the applicable training application





Ducted Systems Academy Help Desk

(Service Level Goal = Email response within one business day)

Contact the Ducted System Academy Help Desk by emailing [email protected] for inquiries relating to:

▪ Course content ▪ Training registration or cancellation ▪ General queries

WARRANTY

Warranty Navigator (Service Level Goal = Warranty Claims and Extended Warranties are processed within Three Business Days)

Please use the self-service platform of Warranty Navigator for residential and commercial products, except for J-Series WSHPs, to

▪ Submit a claim ▪ Check claim status ▪ Product registration ▪ Purchase an extended warranty ▪ Check the status of an extended warranty

Warranty Navigator can be accessed by the below steps:

1. Open Navigator (https://www.hvacnavigator.com/) and enter login credentials 2. Expand Applications and select Warranty 3. Click on Warranty Navigator

Warranty Registration Website





The Warranty website, http://www.upgproductregistration.com/ is used to: ▪ Register a product ▪ Validate a serial number ▪ Print-out warranty certification

Warranty Help Desk

Email & Phone (Service Level Goal = Voicemails returned within One Business Day)

Contact the Warranty Help Desk by emailing [email protected] or calling +1 866-621-9675 for inquiries relating to:

▪ Warranty claims and related payments ▪ Extended warranties and related invoices ▪ Serial number issues – registrations

Warranty Support for J-Series WSHPs

Contact the Ajax Customer Service team for warranty support for J-Series WSHPs. ▪ Phone +1 (888) 579-6275 | Email: [email protected]

Warranty Escalation Process


▪ Lee Sims, Sr. Warranty Manager [email protected]

YORK NATIONAL ACCOUNTS

Phone (Service Level Goal = Response time ranges from immediate to one business day)

Response time will range from immediate to one business day depending on the type of inquiry. Call 1-800-481-9738 for one of the below topics.

▪ Option 1 Price quote ▪ Option 2 Order status ▪ Option 3 Four-digit extension of representative ▪ Option 4 Technical support ▪ Option 5 Sales ▪ Option 6 All other inquiries

Email - General (Service Level Goal = Response time within one business day)

Email [email protected] for: ▪ Order status ▪ Delivery inquiries/delays/damage ▪ Customer remittance information ▪ General inquiries





Email - Project Quote (Service Level Goal = Response time within one business day)

Customers are encouraged to use the [email protected] mailbox when a National Account project quote is required. Response queue time falls within one business day.

▪ Quote requests ▪ Pricing issues ▪ Equipment revisions

Email - Technical Support (Service Level Goal = Response time within one business day)

This mailbox is used to contact technical services for field support of National Account projects. The email response time is one business day. Contact [email protected] for:

▪ Technical Service for National Account jobs ▪ Parts research ▪ Warranty research

Escalation Process

For non-compliant responses and escalations, contact the below managers. All other queries need to be routed through one of the above methods.

Orders

1. Mary Kay Jacobe

2. Dominic Ticali

[email protected]

[email protected]

Level One

Level Two

Quotes

1. Robert Lowery

2. Dominic Ticali

[email protected]

[email protected]

Level One

Level Two

Documents

Ducted Systems Contact Details - files.hvacnavigator.com