The Talking Thermostat Handbook - SmartWay Solutions · The Talking Thermostat Handbook How to...

The Talking Thermostat

Handbook

How to Increase Service Calls and Profits Useful Technical and Service Information Everything You Need To:

• “Get Started Now!” (The Easiest Way to Build a Super Successful Repair and Replacement Business)

• Rocket Sales Using a Proven Technician Incentive Program • Handle Customer Calls: CSR Phone Call Scripts • Take Charge of Your Service Dept’s Scheduling: Projection

Worksheets • Easy Way for Techs to Set Up “Call For Service” to Increase

Your Service Call Profits • Save Time by Troubleshooting Over the Phone • Load / Update Your Custom “HELP” Message: Using the Voice

Recorder Module • Quickly Solve Thermostat Problems: Technical Service

Bulletins • Return a Warranty Thermostat: FAQs and How to Process

Returns • Get the Very Best Talking Thermostat Pricing and Lower Your

“Cost of Sales”

Talking Thermostat Handbook Table of Contents

Topic Section Pages Welcome Overview 1 1-2

Popular Myths & Misconceptions 1 3-4

How to Increase Profits by Building a Customer Base

2 5-11

Technician Incentive Program 3 12-15

Customer Phone Call Scripts (for CSRs) 4 16-17

Setting “CFS” to Increase Profits 4 18-19

Troubleshooting Over the Phone 5 20-22

Technical Service Bulletins & Support Contact Info • Support Contact Information • How to Check for Low Battery Voltage • Using VT/VIP 2005/07 on Heat Pump/ Hybrid

Systems • Optional Setting for 2nd Stage Differential • Dual Fuel Suggested Wiring • Heat Pump Wiring Charts (Dual Fuel & Elec) • Understanding the VT2000/05/07 Models • Fan Runs All the Time • System Runs after Temp Reaches Set Point • Temperature Overshoots Set Point

6

23-35 23 24

25 27 28 30 31 32 33 35

How to Use the Voice Recorder Module (VTR) 7 36

How to Replace VTR Speech & Display Chips 7 37

How to Make a Custom HELP Message 7 38 -39

Warranty Returns FAQs 8 40

Best Way to Save Money Ordering 9 41

Best Way to Lower Your Cost 9 42

Price Sheet / Order Form 9 43

Projection Schedule Worksheets 10 44-46

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Exclusive to HVAC contractors, The Talking Thermostat™ is protected by two US Patents. It can’t be copied by other manufacturers so you won’t see it at your nearest big box store!

ongratulations! You’ve taken the first step in securing your most valuable asset… your customer base! And as you evaluate the features, functions and very

attractive pricing of our revolutionary Talking Thermostat, remember… this is not a thermostat! It’s a sales generating, profit making, customer retention tool disguised as a thermostat! Now, I know the first time you saw an ad for the Talking Thermostat, you probably thought, “Well, here’s another “gimmick” devise introduced to our industry and it won’t make it”. Well, guess what, the Talking Thermostat is not fading away! In fact, with over 400 contractors throughout the United States and Canada using the Talking Thermostat every day to secure their customer base and create long term sales and profit opportunities for their company, Talking Thermostat sales have been booming! Do these contractors know some “secret” you don’t know? Perhaps they do… so let me ask you this... “What would you pay to have your company name and phone number on the wall of every home you’d ever installed equipment or serviced over the past 10 years? What is the long-term “value” to your company of a secured customer base? Of course, we can’t answer that question for you, but leading industry experts believe the annual value of a secured customer (either through a service agreement, a Talking Thermostat, or both) is at least $600 per year! Major retailers value their customers in terms of something known as a “Lifetime Income Stream”. When you view your customer base, your most valuable company asset, in terms of a potential “Lifetime Income Stream”, wouldn’t you do whatever it takes to keep your company name and phone number immediately available through a “HELP” button on their thermostat, the place every customer goes when their HVAC equipment fails? So what are you presently doing in your business to secure your customer base? Service agreements clearly provide a higher level of “commitment” from the customer, but not every customer feels comfortable enrolling in a service agreement. Marketing letters and tune-up reminder cards are good but really expensive to send and administer year after year. Even after utilizing the best marketing efforts, don’t some of your customers move or die, or in some cases, service agreement customers just never call you back to schedule service. Doesn’t it make sense to have a Talking Thermostat in every home that tells customers to call you for service? There’s a reason why every car manufacturer puts a “Service Now” or “Service Required” warning light in the cars they manufacture. They know from years of analysis that unless they can visually communicate the need for “timely” service to their customers, it won’t be “top of mind” and won’t get done.

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Really, think about this for a moment, if you installed 2,000 Talking Thermostats in customer homes, you’d be virtually guaranteed an “annuity stream” of yearly revenue in excess of $1,200,000 (2,000 customers x $600 “average” revenue generated per customer, per year)! Let me ask you another question, “How much of your hard earned money do you spend on Yellow Pages advertising annually?” Paying big money to have your company name and phone number listed along with all your competitors means the Yellow Page salesman did a good job. Maybe the salesman gave the same “great advice” to your competitor that they gave to you! And when does Yellow Page advertising generate business for you? Isn’t it right when you’re swamped, and can’t service these new customers anyway? So, how exactly how does that big, expensive Yellow Page ad help your company grow and be more profitable? Think about the advantages of using a Talking Thermostat on every install, on every service call, every time. You now own the home, not just the customer. You’re guaranteed at least one, if not two maintenance calls each year, and it costs you nothing each year to generate those main-tenance calls; no printing costs, no mailing costs and no employee costs for the endless phone calls made to secure a maintenance appointment). So with all the ad-vantages to your company and your customers, doesn’t it make sense to install a Talking Thermostat in every customers home? Why continue to fight the peaks and valleys that are “tradition” in the HVAC industry and continue to spend “ungodly” amounts of money marketing for “new business” each time your business gets slow? Getting and keeping customers is Rule 1 in building a successful business. Why not use the best customer retention tool ever created for the HVAC industry to build your business? I’d certainly want to use a Talking Thermostat to secure my customers before my competitor does! If you haven’t already started using the Talking Thermostat, what are you waiting for?! To place your order call BuyMax at 866-512-8255 and begin using the most revolutionary customer retention tool ever created for the HVAC industry!

Remember… The Talking Thermostat:

• Saves your customer energy dollars • Makes your customers more comfortable in their

castle • Makes it easy and convenient for the customer to

call you when they need service • Will generate “timely” calls for maintenance

precisely when you need the work the most • Keeps your customers away from the Yellow

Pages, where all your competitors “lie in wait” to steal your most valuable asset

• Has all the functionally of an “ordinary” programmable thermostat but is infinitely easier to use

• Was designed by contractors for contractors • Alerts customer when their filter needs changing • Has easy talk through programming instructions

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“All my customers know who I am and know to call me for service.”

opular Myths and Misconceptions about the Talking Thermostat

Really? Then you're definitely missing the point. It's not a thermostat, it’s a service call generating, profit making, customer retention tool disguised as a thermostat! Does an "ordinary" thermostat build the future value of your company? Does it allow you to "own the home," not just the customer by vocally telling the homeowner your company name and phone number each time the HELP button is pushed? Does it have a an audio reminder (with blinking LED light) to Call For

Service (CFS) to yearly generate planned service (maintenance) calls during the slow times when you desperately need the work? A cheap thermostat does nothing to benefit you, your company or your customers. But, it sure is cheap... We all want to believe that but is it really true? A recent survey about single family dwellings with HVAC equipment installed during the previous three to five years revealed some interesting results. In that survey, 70% of the people could not remember who installed their equipment and a staggering 40% of the 70% were new to the home. In less than five years over 28% of the original customers had moved and someone new was occupying the home! If you want to secure your customer base for the long-term, you need to install the Talking Thermostat so your company name and phone number is immediately available, right at the thermostat, no matter who owns the home.

That's the best part, they don't have to sell it...it sells itself! All your techs have to do is offer it to customers on every call. Here's the simple way to present the Talking Thermostat. While standing at the current thermostat, ask this simple question,. "Mr./Ms._________, do you ever leave your home without

remembering to adjust your thermostat so you're not cooling (heating) your home while your away? Well, our new Talking Thermostat so easy to use it can help you save money on your utility bills. Why don't you take a look at it while I service your equipment and then you can tell me what you think,. If it's something you'd like to have in your home, I can install it after I take care of your system. OK?". Most technicians can handle that "sales pitch" and once the Talking Thermostat’s installed you own that home for life!

P “I can buy a cheaper thermostat that works just as good.”

“My techs can’t sell it!”


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opular Myths and Misconceptions about the Talking Thermostat

What? The Talking Thermostat is so simple to program, it doesn't need written instructions (even though they are included)! Clear audio instructions walk the customer thorough every step of the program set-up, patiently waiting until each step is completed before moving to the next. Even older customers or those customers with vision problems can program it. They all (especially the blind) love the Talking Thermostat because they don't have to see the screen to know when they're adjusting the temperature. And remember, the Talking Thermostat runs in program and non-program mode so it's really easy to satisfy the desires of each customer with the same thermostat.

Well, get convinced! It's easy to use and customers love it because it reminds them to change their filters (who ever remembers to do that!) and to call for service when their system has reached a required maintenance level (just like the "Service Now" light in their car or truck). For the contractor it means years and years of continuing business and customer revenue. As previously mentioned, each customer you secure through service agreements and/or with a Talking Thermostat will, on average, generate $600 per

year in revenue to your business. Having 2,000 customers with Talking Thermostat installed will guarantee you $1,200,000 in revenue each year... without any additional marketing costs! You can’t afford not to embrace the most powerful revenue generating, profit making, customer retention tool available today, Talking Thermostat!

P

“I’m not convinced it’s right for my customers.”

“People don’t like ‘em. They’re too complicated.”


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ow to Increase Profits by Building a Cash Generating Talking Tstat Customer Base

Rule # 1: It must be part of your overall company marketing plan

Don’t allow your co-workers or yourself to think of this “tool” as just another thermostat. If you do, you are missing one of the greatest customer retention, business building and replacement sales tool available.

Rule # 2: Know the Value of Talking Thermostats

• “Locks-in” Customers -“Locks-out” Competitors! Disguised as a thermostat it’s actually a “customer retention tool”

Keeps homeowners out of the Yellow Pages (and competitor’s ads)

Creates tune-up work during slow months (everyone works year round)

It’s an ESA - Electronic Service Agreement – (gets customers that won’t invest in a Service Agreement or Club Membership to call you)

• Creates New Sales More tune-ups generate more business (repair & replacement, IAQ, etc)

“Own” the home (new homeowners call you for service & replacement work)

• Uses Latest Psychological & Communication Techniques Tune-up message tells customers to call you (even if you forget to call them)

Communication & psychology experts agree - sound messages are remembered best (stickers just blend in and become invisible after a while)

• Customers Win! Customers save on their utility bills (with skyrocketing energy costs it pays for itself)

World’s easiest thermostat to program (step- by- step audio instructions eliminates call backs)

Reminds customers when to check their filters (some may call you for filter servicing)

H


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Getting Started!

When your purchase a Talking Thermostat, 50% of its cost should be charged to advertising and 50% to the job (service call) cost.

Why? Because the Talking Thermostat is as much a salesman as it is a thermostat. When customers hear your custom message they’re motivated to call you for repair service which leads to replacement sales. Even better, if you include a “lifetime thermostat warranty” as part of your message, it activates the customer’s “greed glands” which virtually guarantees they’ll always call you!

The “CFS” (Call for Service) alert feature automatically generates additional maintenance or tune-up calls. This “cost free telemarketing” (marketing without additional advertising expense) put’s you in the driver’s seat by automatically directing customers to call you when the thermostat reaches the month or operating hours programmed by your technicians. (Call SmartWay toll free at 866-743-5663 to have a free “Call For Service Set-Up Kit” mailed to you!)

Losing customers when they move? If your Talking Thermostat is installed in the house, the new homeowners will press the HELP button and hear your warranty guarantee message. Who do you think they’ll call?

Owners and technicians need to realize that most customers want a thermostat that’s simple to use and keeps them comfortable by turning the system ON and OFF at their selected setting. Although customers may not beat your door down to buy a Talking Thermostat, they’ll be quickly sold on its ease of use, accurate comfort control and energy savings. But more importantly you’re installing the greatest selling system now available to build your business!

Use the Talking Thermostat to Build Repair and Replacement Sales

The most expensive advertising is advertising that doesn’t work. The Talking Thermostat works every minute of the day to remind customers to call you precisely when they’re making a purchase decision!


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“The greatest company building system now available…This isn’t just an ordinary thermostat; it is a marketing tool…”

Like any business or marketing plan, it’s up to you to make it happen. The real challenge is to find a way to get the Talking Thermostat installed on every service and maintenance call; and new and replacement system. As a contractor you need replacement equipment sales and demand repair calls. This is what pays the bills. This is how to generate profits. The Talking Thermostat was designed to do just that, i.e. provide a way to keep your name and phone number in front of the customer at the exact time they’re taking action. When and what action? When people get too hot or too cold in the house what do they do? That’s right, they go to the thermostat. At that moment they decide if and whom they need to call for service. At the very same moment, if they have a Talking Thermostat, your name, phone number and message is instantly heard and seen (with a press the HELP button). Wow! This isn’t just an ordinary thermostat; it’s the essential marketing tool needed to survive and conquer the challenges faced in our increasingly competitive industry.

What you must do! Each owner, service manager, customer service rep and service & installation technician needs to learn all the features of the Talking Thermostat. When installed and set up correctly, the Talking Thermostat benefits customers, technicians and your company. It’s win, win, win for all!

Tip! If you have to replace a “lifetime warranty” thermostat your cost can be offset by your trip and level one labor charge.

Sells to your existing (and most profitable) customer base without the additional advertising cost!


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________________________________________________________________

The Plan for Success!

Order and Set Up Thermostats

• Call BuyMax at 866-512-8255 to order Talking Thermostats and the Recorder Module used to download your custom message.

• Review service records and note your slow months for Service, Tune-Ups and Installations.

• Manager and/or CSR decide, based on available labor, how many additional tune-ups can be scheduled during those slow time slots. Make a worksheet keep it in the dispatch/CSR office (see sample “Projected Service Maintenance” worksheets attached. Note: this is also available in Excel file format by emailing [email protected]). Even if you don’t know you future schedule, a good guess is better than nothing and provides starting point to measure from going forward.

• Select and train one or two people (e.g. service manager, dispatcher, CSR, etc.) to install your custom message using the Voice Recorder Module into the thermostats as soon as they arrive. It only takes a minute or so to program each.

• Once programmed, record the model and serial number on a log out sheet and or on the thermostat box. This helps control which thermostat is being given to whom (see a sample “Tstat Log Out Sheet” on page 40 of this handbook).

• Install the battery isolators between the batteries, return to product box and give to person in charge of control usage.

Have a Training Sessions

The following training material should have been received with your first Voice Recorder Module order. For extra copies call SmartWay at 866-743-5663.

• An overview DVD video, “Introduction to the Talking Thermostat”: This video is great, quick way to introduce the purpose and functions of the Talking Thermostat to everyone in your company.

• PowerPoint Slide Show CD, “Introduction and Overview to the Talking Thermostat”: An in-depth review of features, operation and troubleshooting tips. A great way for technicians to individually train and better understand the technical and marketing aspects of the Talking Thermostat.

• “Key Information Guide”: A pocket sized, pictorial pamphlet that explains thermostat set up, operation and troubleshooting. Easy to use, it’s specifically designed to help technicians (or any employee) quickly lookup most functions of the Talking Thermostat. Note: these are not for customers (the “User’s Guide” instruction sheet included with each box should be left with them).


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• Schedule a technical training web presentation with SmartWay. This live presentation covers most common issues technicians, installers and CSRs have and gives them an opportunity to ask us questions. All that’s needed is an internet connection and speaker phone. SmartWay will be glad to schedule the presentation to coincide with your normal service meeting day and time. Just call 866-743-5663 or email [email protected] to set up a web presentation.

Key points to cover during training sessions:

Each employee should train “hands on” with an operational thermostat. Because the “CFS” alert is such a powerful money maker each person should understand: • How to set the “CFS” and “Check Filter” Alerts (pages 9 -11 in the “Key

Information Guide”* and page 4 in the “User’s Guide” instruction sheet). • “Reviewing Filter & Service Months (or Hours)” (on page 12 in the “Key

Information Guide”* and page 4 in the “User’s Guide” instruction sheet). It’s strongly recommended that you review the thermostat’s complete operation until everyone is proficient. *Additional “Key Information Guides” are available from BuyMax (866-512-8255) or SmartWay Solutions (866-743-5663).

Guidelines Although every owner and/or manager runs their business a little differently, it’s suggested that each service tech be given at least two (2) thermostats for truck stock. Install crews can be given one as a spare and/or with other job materials.

• Installer “Must Do’s”: Before leaving for the job, each installer should be told the “CFS” (Call for Service) and Filter Alert settings to use (the later will depend on type of filter used). A simple way to let them know the “CFS” setting is by posting a sign that shows the number (of months) all thermostats should be set for that day (please see section 4, page 9, “Setting CFS to Profit” for an example of this sign). There are several ways to set “CFS”:

◊ If the installer is only replacing part of the system such as a furnace or condenser, set “CFS” to alert the homeowner before the start of the next season (usually in 5 or 6 months – but during your slow period!) so the older piece of equipment can checked.

The Talking Thermostat is really a “Marketing Tool” disguised as a thermostat!


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The Talking Thermostat A Service Call on the Wall

- a built in “ESA”- (Electronic Service Agreement)

◊ If installing a completely new system, set “CFS” at 11 or 12 months for a “free” inspection before the first year warranty expires. This gives you a chance to sell an ESA or Club Membership.

◊ Some contractors prefer to set “CFS” between 14 to 18 months (18 months is the maximum setting) so customers can call for maintenance service required to keep their factory warranty in effect.

• Service and Maintenance “Must Do’s” Before going to the job, tell technicians the best “CFS” setting to use. If the technician is on a service or emergency call he should call the office for the best CFS setting. When a technician calls in for a “CFS” setting, all the CSR or dispatcher needs to do is look it up in the Projected Service Maintenance worksheet (see sample worksheet in section 10, page 41). Some companies make a list with the number of tune-ups desired in a given month and strike through each as they are sold. New! The “Call For Service Set-Up Kit” is now available. This kit provides a simple way to get installers and technicians to set up “CFS” to appear exactly when you need the work. Just call 866-743-5663 or email [email protected] to have a “CFS Kit” mailed to you today! • On Demand or Emergency Service Call “Must Do’s” “Reviewing Months or Hours” (see page 12 in the “Key Information Guide” or page 4 of the “User’s Guide” instructions) can really help increase work during slow times. For example, a technician is on a problem call and, after completing the repairs, he notices the customer has a Talking Thermostat. He reviews the “Check Filter” and “CFS” settings (by simultaneously pressing the NO and WEEKDAY buttons) and sees that FP (Filter Period) is set to 1 Month and the SP (Service Period) is set to 6 Months. He then checks to see how much time has elapsed for each setting (by simultaneously pressing the NO and WEEKEND buttons). In this example the elapsed times are “FP 0” and “SP 5” which means it’s almost time for the next tune-up or inspection. Because service is slow, he lets the customer know it’s almost time for their next inspection and, if approved by his office, he could go ahead and do it now. By performing the tune-up while on a demand call the technician saves time for you and your customer (and also saves the cost of rescheduling, the return trip and the non-use of slow time). It may take


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some extra training and reminding but the return on reviewing elapsed time is more than worth the effort!

“Check Filter” Tech Tips

Before deciding on the “Check Filter” Alert setting to use, technicians should look for general home conditions affecting air quality, such as:

• Is the house loose or breathy? Is it on a dusty or dirty road? • Are their Indoor pets that might require changing or cleaning the filter more

often? • Do any members of the household have allergy symptoms or problems?

These are things technicians should be doing anyway, but some are afraid customers will want to know why they need this information. Now they have a reason to ask! “I’m custom setting the Talking Thermostat to alert you when, according to your own household conditions, it’s the best time to change or clean your air filter”. This is also an excellent opportunity for him to discuss healthier air filters

and indoor air quality systems.


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echnician Incentive Program for Talking Thermostats

“Double Dip” Contest

(Spiff + Cash Drawing)

Purpose To motivate your technicians to increase your number of Talking Thermostat customers. It’s a fun and rewarding way for them to increase your profits. Introduction This incentive program hinges on technicians appreciating the value of the Talking Thermostat. Without believing in its value, a “bonus bucks” program is meaningless. The following will explain the Talking Thermostat’s importance to the financial success of their company and themselves. The Value of the Talking Thermostat: • “Locks-in” Customers -“Locks-out” Competitors!

◊ Disguised as a thermostat it’s actually a “customer retention tool” ◊ Keeps homeowners out of the Yellow Pages (and competitor’s ads) ◊ Creates tune-up work during slow months (everyone works year round) ◊ It’s an ESA - Electronic Service Agreement – (gets customers that won’t

invest in Club Membership) • Creates New Sales

◊ More tune-ups generate more business (repair & replacement, IAQ, etc) ◊ “Own” the home (new homeowners call you for service & replacement

work)

• Uses Latest Psychological & Communication Techniques ◊ Tune-up message tells customers to call you (even if you forget to call

them) ◊ Communication & psychology experts agree - sound messages are

remembered best (and don’t you want customers to remember you best?)

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Why it’s Essential to Technicians:

• Comfortable customers are happy customers (ease of use and accurate temperature control create satisfied, repeat customers = more job satisfaction & security)

• Audio & display reminders create more work

• More work means greater job security and better pay

• More work means more and better benefits

• More work means more advancement opportunities

• And most importantly…The Talking Thermostat is the very best future business building opportunity available for them at this time.”

• Customers Win! ◊ Customers save on their utility bills (with skyrocketing energy costs it pays

for itself) ◊ World’s easiest thermostat to program (step by step audio instructions

eliminate call backs) ◊ Reminds customers when to check their filters (some may call you for filter

servicing)

• Constantly Sells for You (without Additional Advertising Expense) ◊ Customers always contact you when having problems (with a press of the

button, plays your custom audio message & displays your phone number) ◊ One time cost sells for years to come (try that with the Yellow Pages) ◊ It’s advertising! (Job cost less if part of thermostat cost is expensed to

advertising) ◊ You set the time for next service (at your best time …”It’s a service call on

the wall!”)

• Easiest Thermostat in the World to Sell! Just ask a customer to try it out on your next call (homeowners love it, it sells itself!)

All You Have to Do to Get Started: Everyone (service manager, service techs, installation techs and even the owners) has to learn how to set up and operate the Talking Thermostat.

It’s really pretty easy, hey it literally talks you through programming set up! Aside from the “User’s Guide” instruction sheet included each box, the pocket-sized pictorial “Key Information Guide” provides a quick answer to most “how to” questions. If really stumped just call Smartway’s tech support toll free at 866-743-5663.

When installed and set up correctly, everyone benefits; customers, technicians, and company. It’s a win, win, win for all!


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The Incentive$: • “Dip” #1: The Basic Spiff

◊ “Spiff” to technician for selling the Talking Thermostat during a service call: If sold for $189 the tech receives $10.00 If sold for $99 the tech receives $ 5.00

◊ As an extra incentive, pay technicians weekly or monthly (the effect is greater effect if paid at weekly Service Meeting)

◊ Incentive can’t be used if the Talking Thermostat is offered as free “give away”.

◊ Part 1 is controlled and paid by the individual company. ◊ As an even greater incentive for technicians:

Sell one thermostat and make an extra $10.00 for that hour or Sell one and make an extra $1.25 per hour more for that day or Sell 4 per week and make an extra $1.00 per hour for that week

Important Note: each Talking Thermostat sold and installed creates additional work during slow times (think of the times you’ve gone home early). Set up Talking Thermostats to “Call for Service” and you’re practically guaranteed work (and pay) during slow times.

• “Dip” # 2: Win the Cash Drawing!

◊ Everyone has a chance to win the pot! Every time a technician sells a Talking Thermostat his name goes into the hopper for the drawing (the more he sells the better his chances are of winning).

◊ The pot gets bigger with every sale because BuyMax will contribute $ 5.00 per Talking Thermostat (subject to BuyMax’s prior to contest approval) sold for that month. Contest will run for a 2-month period (must sell minimum of 4 Thermostats per Service Tech).

Important Note: The contest must run for a 2-month period and each technician must sell a minimum of 4 thermostats to be eligible. Also, each company is responsible for running “Part 2: Win Extra Money” contest. BuyMax is only responsible for rebating $5.00 per thermostat sold during the 2 month contest period.

• The Rules

◊ Only current model Talking Thermostats ending with the number “7” are eligible, i.e. VT1007, VT2007 and VT2207 models.

◊ Only one person can register for each Talking Thermostat installed. ◊ If salesperson sells a Talking Thermostat job, the installing technician is

allowed to register for the drawing (policy to be determined by each individual company.)

◊ The drawing will be held at the end of the contest period. The first name drawn will win 40% of the pot. The second name drawn will win 60% or balance of pot. If your name is pulled both times you can win the whole pot!


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• Requirements ◊ Minimum of 1 Talking Thermostat per technician sold every 2 weeks, or a

total sale of at least 4 Talking Thermostats during the 2 month contest period.

◊ Contest period begins approximately 2 weeks after company receives their first quantity order or when a start date is approved by BuyMax (for approval call Dave Benson, BuyMax Member Product and Solutions Analyst, at 941-962-8872 or [email protected]).

◊ Company will fax /email the results at end of contest to BuyMax with the winner(s) full name(s).

◊ BuyMax will issue rebate checks within 30 days of the close of contest.


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alking Thermostat In-Bound Customer Call Script

Customer: The CFS (or the “CS5”) (Call For Service) is flashing on my

thermostat display. Company: OK Sir/Ma’am, may I please have your phone number (address) so

I can look up your customer information? Customer: Our phone number (address) is ____________________________. Company: OK Mr./Ms _____________, no need to worry, we can help you with

that. The new technology built into the Talking Thermostat is telling us that your system has run the recommended number of hours before requiring service. Do you know long have you had the Talking Thermostat?

Customer: About 8 months (or Gee, I don’t know… it’s been awhile now). Company: When was the last time you had service performed on your cooling

or heating equipment? Customer: Gee, I don’t know. I think you were out here about 8 months ago for

something and that’s when you installed that new Talking Thermostat.

Company: Well Mr./Ms. _____________, the CFS feature is part of the great new technology in the Talking Thermostat which helps protect your cooling and heating equipment. It’s kind of like the “Service Now” light in your car or truck that warns you when it’s time for service.

The CFS is flashing because the computer in the thermostat is telling us your cooling (heating) unit needs to be serviced. The system has run the recommended number of hours between scheduled service visits and to keep your system running worry free we should schedule a service appointment. We have Wednesday or Thursday (whatever dates you have) available, which would work best for you?

T How to handle Talking Thermostat customer calls!

IMPORTANT!

You must know the months when service is slow so you can set the CFS (Call For Service) feature before going into your customer’s home. The CFS feature in the Talking Thermostat can be customized to go off during your “slow times”; however, the default setting is 6 months from the date of installation. If you want to generate planned service visits twice each year, you need to reset the CFS feature during each planned service visit.

Note! If customer calls in that CFS is flashing and they just had service, have them press and hold the NO button to reset.


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alking Thermostat Out-Bound Customer Call Script

Company: Mr./Ms _____________, our records indicate that it might be time

for us to schedule a planned service call on your cooling and heating equipment. Can you please do me a favor and go to your Talking Thermostat to see if the CFS (Call For Service) indicator has activated.

Customer: Why, yes it has. I was wondering why CFS (or the CS5) was flashing on my thermostat display. So that’s what that flashing CFS means.

Company: That’s right Mr./Ms. _____________. The CFS feature is part of the great new technology in the Talking Thermostat which helps protect your cooling and heating equipment. It’s kind of like the “Service Now” light in your car or truck that warns you when it’s time for service.

The CFS is flashing because the computer in the thermostat is telling us your cooling (heating) unit needs to be serviced. The system has run the recommended number of hours between scheduled service visits and to keep your system running worry free we should schedule a service appointment. We have Wednesday or Thursday (whatever dates you have) available, which would work best for you?

Objection Handling Customer: Is it really necessary to have service done on my equipment? It

seems to be running fine. Company: Well, of course it’s your decision, but keep in mind that most

equipment manufacturers require their product be maintained in order to honor their (extended) warranties. Plus, a properly serviced cooling and heating system uses less energy, which stops you from overpaying the utilities company… you don’t like paying all those high utility bills, do you?

Customer: Gee, no I don’t. Company: Well OK then, we have Wednesday or Thursday (whatever dates

you have) available, which would work best for you?

T How to call Talking Thermostat customers!

IMPORTANT!

You must know the months when service is slow so you can set the CFS (Call For Service) feature before going into your customer’s home. The CFS feature in the Talking Thermostat can be customized to go off during your “slow times”; however, the default setting is at 6 months from the date of installation. If you want to generate planned service visits twice each year, you need to reset the CFS feature during each planned service visit.

Note! If customer calls in that CFS is flashing and they just had service, have them press and hold the NO button to reset


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ow to Set “CFS” (Call for Service) to Increase Service Call Profits

Different circumstances require using different “Call For Service” Periods: • When Replacing Thermostats for Customers without Service

Agreements:

◊ Determine the slow months when it would be best to have customers “Call For Service”, e.g. work is needed in October, November, March and April.

◊ Create a poster with the “number” of the next “slow month” (see sample poster on next page - 19) and then post it where technicians will always see it (dispatch, lunch room, etc.).

◊ Constantly remind technicians to set “Call For Service” to that number until you get required number of call-ins for that month.

• When Installing New Systems or Equipment

◊ “CFS” can be set as far as 18 months ahead. It might be best to add your next slow month “number” to 12. Here’s an example: the new system is installed in June and your next slow months are October and November. Count from June to October (5 months) and then add to12 to equal 17. Set CFS to 17 and your customer will call you one year and five months later.

◊ For Service Agreement and or Club Membership Clients technicians should set CFS to appear according to their existing schedule. When feasible set CFS to the nearest slow month.

H

How to Set “Call For Service” for Service and/or Demand Calls Example: It’s currently May and you want to set CFS alert for October. Count the number of months from May to October (be sure to include May!). That number is 6 so set “CFS” to 6. Once set the thermostat will begin counting down 180 days (30 days x’s 6). Once 180 days has lapsed the red alert light on the case will flash 4 times every minute and, on the display screen, Set Point Temperature will alternate flashing with “CFS”. Start expecting calls! As another example, if you want pre-cooling calls next season (March) count from May to March, 11 months. Set CFS to 10 or 11 (I’m sure you get the picture!).

Have Fun!

Start by posting a CFS sheet (like the one on the next page) before kicking off the campaign. Just think how nice it will be to have customers calling you for work when times are slow. Remember to update your “CFS” numbers every month. An easy way to do it each month is by laminating your poster so you change the numbers with a “wet-erase” marker.


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9

Reminder! “Call For Service”

Service Call Setting: (Set CFS Number To)

New System Setting: (Set CFS Number To)

14


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It’s been our experience that if a system isn’t operating, the easiest thing is to blame is the thermostat.

roubleshooting the Talking Thermostat Over the Telephone

Because the Talking Thermostat is smash hit with blind and visually impaired people, as the manufacturer, we’ve gotten a number of calls from them over the years (we’re always amazed how well most of these folks have adapted by maximizing their other senses). Working with the blind has taught us a lot about troubleshooting the Talking Thermostat over the telephone. Troubleshooting over the phone takes a little getting used to as you depend on the user telling you what’s going on. Because blind users can’t see what’s going on, you’re probably thinking it must be almost impossible to help them. Amazingly it’s not because the Talking Thermostat “tells” you exactly what it’s doing! First we ask them hold the phone next to the thermostat (or vice versa) and, depending on the problem, press certain buttons. By listening to the Talking Thermostat’s audio playback we usually can tell what’s happening. Sometimes there’s not really a problem or it’s a simple fix, such as turn “Program Off”, remove “Call For Service”, perform a “Full Factory Reset”, etc. After working with the blind, we find it a “piece of cake” to troubleshoot thermostat problems for sighted users!

It’s been our experience that if a system isn’t operating, the easiest thing is to blame is the thermostat. Below are a few examples of customer problems and how to determine if they’re caused by the thermostat or the system (we love talking to customers but to shorten this article we eliminated the small talk!).

Customer Phone Call #1 Customer: “I’m cold and my system is not running”. Technician / CSR: “Gee Mrs. Jones, I’m sorry you’re having a problem but if you’ll help me check a few things over the phone, I might be able to get your system running right away. If you can take your cordless phone over to your thermostat I’ll be able to hear the Talking Thermostat tell me what’s going on”.

Customer walks over to the thermostat. “OK, now please press the REPORT button located on the lower left side while I listen”.


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Phone troubleshooting saves time and money and increases customer satisfaction

Over the phone you should hear the thermostat play back the Indoor temperature, temperature setting and any alert warnings. Things to consider while listening: Is the set point temperature higher or lower than the Indoor Temperature? Should it be calling for heat? Is the program ON or OFF? Did you hear any alert messages, i.e. Call For Service, Check Filter, or Low Batteries?

“Please open the door on the thermostat and move the FAN switch up to the ON position. Can you hear the blower running? Can you feel any air movement?

Note: If yes, you have power to the furnace. Can you see numbers or letters on the display? Customer: “Yes”

Note: This means the batteries are OK. Technician / CSR: “That’s great, now do you see anything flashing on the display screen?” Customer: “Yes, above the indoor temperature numbers. It shows ‘Eon’ and then some numbers”. Technician / CSR: “Mrs. Jones, do you have a heat pump, Gas heat or Electric heat?” Customer: “I don’t know what you’re talking about.” Technician / CSR: “No problem Mrs. Jones, if you’ll just press and hold the RUN button and count to 10 slowly, you should hear a ‘click’ sound. When you do, you can stop holding the RUN button. Now let’s give it a minute or so and see if you hear or feel the furnace come on.” Customer: “Yes, yes, I can feel some warm air circulating. Wow! Thank you so much.”

Note: As shown on page 6 of the “User’s Guide” instruction sheet included with each thermostat, the VT2005 series can be used on heat pumps with auxiliary heat. Emergency heat can be activated by pressing the RUN button down for approximately 10 seconds. To take the system out of emergency heat, press the RUN button again for approximately 10 seconds. Emergency heat instructions are also printed on label inside the thermostat’s panel door.

Customer Phone Call # 2 Customer: “I have a gas furnace and the thermostat is set to heat and it just keeps running.” Technician / CSR: “Mrs. Brown, I’m sorry you are having a problem but if you’ll help me check a few things, I might be able to take care of it over the phone. If you can take your cordless phone over to your thermostat I’ll be able to hear the Talking Thermostat

Wow! Thank you so much!


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“No problem Mrs. Smith, I’m sure I can resolve this over the phone.”

tell me what’s going on. Please hold the phone close enough to the thermostat’s speaker so I can what its saying.”

Customer walks over to the thermostat. “OK, Mrs. Brown the thermostat is saying the Set Point temperature is 72 and the Indoor temperature is 72, and your concern is the unit is still running, is that correct? Customer: “Yes, and it is getting hot in here.” Technician / CSR: “No problem, let’s try a few things. Look on the right side of the display and approximately in the middle of the screen, do you see the word HEAT?” Customer: “Yes.” Technician / CSR: “OK, that means the heat is on. Now if you press the DOWN button once does the Set Point Temperature change to 71 degrees and the word HEAT disappear from the screen?” Customer: “Yes.” Technician / CSR: “Great, it should start cooling down now. Since you have a gas furnace, it may take a few minutes to do so. Mrs. Smith while we’re waiting for the furnace to shut off let me explain how a number of digital thermostats operate. Since most digital thermostats do not read in half degrees… (See Service Bulletin #010505.2 on page 31 of this handbook for a full explanation).” Customer Phone Call #3 Customer: “Every time I press the UP or DOWN Button, the thermostat talks to me.” Technician / CSR: “No problem Mrs. Smith, I’m sure I can resolve this over the phone. Just go over to the thermostat and hold the DOWN button for 10 seconds. Just slowly count to 10 then press the UP or DOWN button. This voice should be off.” Customer: “Yes, that worked. Thanks very much.” Technician / CSR: “Great. If you ever want to hear the voice when you change the temperature setting you just press the UP button down for 10 seconds. Visually impaired and blind users just love this feature because they now hear their thermostat setting. Is there any thing else I can assist you with today?”

The above are a just a few examples. Practice asking the same questions you’d ask on the job. You just have to have to ask the customer to have the Talking Thermostat tell you! Happy troubleshooting!


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echnical Service Bulletins and Support

From time to time Smartway Solutions, Inc. issues technical bulletins regarding solutions to common Talking Thermostat problems. The following are the technical bulletins that have been issued as of the publication of this handbook. As new bulletins are created and distributed please add them to this section of your handbook to keep it up to date.

If you need assistance beyond what’s covered in the technical bulletins you can always call SmartWay Solutions, Inc. toll free for assistance as follows:

Hours of Assistance

Assistance is Available by phone, fax or email: • Monday – Friday: 7am to 5 pm CST Toll Free Technical Assistance

• (866) 743-5663 General troubleshooting assistance. Technicians can call us toll free when experiencing problems at job site.

• (866) 655-6610 Toll free number to engineering. Technicians can call for general

troubleshooting assistance. Contact Persons • Marketing & Technical Assistance: Fred Rhoads

Phone (504) 733-5888 Fax (504) 736-9620 Cell (504) 237-2999 Email [email protected]

Management & Technical Assistance:

• Sonny Knobloch, President Email: [email protected]

• Fred Rhoads, Technical & Marketing Support Email: [email protected]

Toll Free: (866) 743-5663 Phone: (504) 733-5888 Fax: (504) 736-9620

Engineering Assistance:

• Klaus Hoog, EVP Engineering Email: [email protected] Toll Free: (866) 655-6610 Phone: (919) 688-6610 Fax: (919) 688-6610


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Service Bulletin # 021704: All Models How to Check for Low Battery Voltage

• Causes and Effects of Low Voltage Battery operated thermostats have their plus and minuses; however the positives more than out weigh the negatives. Because the Talking Thermostat uses more battery power for audio playback, it’s always a good idea to check for low battery voltage when erratic thermostat operation occurs.

• General Problems With Low Voltage Batteries ◊ They’re prone to battery leakage, which will damage the circuit board ◊ Temperature settings can drift (commonly reported as “won’t hold

temperature”) and the display screen characters start to fade (hard to see). ◊ Thermostat relays incorrectly open and close (causing short cycling and/or

failure to bring on heat or cool)

• How to Test Batteries for Low Voltage

Set the voltage meter to DC Voltage and select a scale that reads 4 volts or greater. If needed refer to the meter’s manual for set up help.

Read the top and bottom rows of batteries together (in pairs) as shown in the above picture. If total voltage per pair is below 3.00 volts, remove all batteries from the thermostat and read each battery individually to determine if one or both are low. . In this example, the top pair of batteries read 3.26 volts. Taking them out we found each battery read 1.63 volts. If any battery measure less than 1.5 volts it be should be replaced with a fresh alkaline battery to assure trouble free operation until next tune-up or service call.

Note: The Talking Thermostat is not an energy-robbing thermostat. It gets it power solely from the four AA batteries locate on the back of the circuit board.

Tip! If the audio playback sounds “fast”, that’s good indication the batteries are low.


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Service Bulletin # 071004: VT(VIP) 2005/2007 Models Using the VT (VIP) 2005 or 2007 Talking Thermostat on Heat Pump / Hybrid Systems

When installing a VT2005 or VT2007 Talking Thermostat on Heat Pump Systems it is important to note the following: • Change the Circuit Board Slide Switch:

Move the slide switch located on the back of the circuit board to the "E" (Electric) position (see picture on the right). This is required to energize the fan in 1st Stage.

• Attach Jumper: Attach a jumper wire between the Y and W terminals on the thermostat sub base (see wiring diagram below).

• Outdoor Thermostat Caution: Don’t use the VT2005 or VT2007 on Heat Pump systems with outdoor thermostats (ODT) that bypass the auxiliary 2nd Stage heat (W2). The emergency heat won’t work on such systems when the outdoor temperature is above the ODT’s temperature setting. If you still wish to use the VT2005 or VT2007 on such a system please bypass or disconnect the outdoor thermostat.

• Back-Up Heat Delay: When the heat pump first cycles on, if demand requires auxiliary (back up) heat, it will be delayed eight (8) minutes. Note: To by-pass the time delay during service testing, press the NO & Light buttons together for 10 seconds. All time delays will be by-passed for 10 minutes.

Caution! Do not connect “Common” as it will damage the thermostat


VT/VIP 2005 & 2007 Wiring Diagram Heat Pump (No Outdoor Thermostat)

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Note: the delay time can be reduced to one (1) minute. To change from 8-minutes to 1-minute slide the HEAT – COOL switch to OFF and then press the YES and RUN buttons together (if a VT2005 press just the RUN button) 10 seconds. To restore the 8-minute delay, perform a Full Factory Rest (FFr) by pressing the NO and RESET buttons together until FFr appears and then disappears. When it reappears, press the RUN button to accept the flashing Indoor Temperature.

• Activating Emergency Heat: ◊ To activate emergency heat press and hold the YES and RUN buttons

together (if a VT2005 press just RUN) for 10 full seconds ("Eon" appears on the display alternating with the Temperature Set Point). To disengage emergency heat, again press and hold the YES and RUN buttons together (if a VT2005 press just the RUN button) for 10 full seconds ("Eof" briefly appears then disappears).

◊ Tip! Consider changing the 2nd stage differential to 2N4 (2 degrees between 1st & 2nd Stage). See “Service Bulletin 091807: Options Setting 2nd Stage Differential” in this handbook, or refer to “2nd Stage Differential Setting Table” in the “Key Information Guide” or in the “User’s Guide” instruction sheet (included in each Talking Thermostat box).


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Service Bulletin # 091807A: VT(VIP) 2005/2007 and VT(VIP)2205/2205 Models Optional Settings for the 2nd Stage Differential

• Settings Available on VT2005, VT2007, VT2205 and VT2207

Setting Operation

2N0 Use to set unit to operate as a single stage thermostat

2N1 0.5 degree offset from 1st Stage

2N2 1.0 degree offset from 1st Stage (Default Setting)



• Settings Available Only on VT2007 and VT2207

2N5 1.0 degree offset from 1st Stage, 2nd Stage remains active until 1st Stage setting is satisfied *

2N6 2.0 degree offset from 1st Stage, 2nd Stage remains active until 1st Stage setting is satisfied *

* Important: Use 2N5 and 2N6 when you want 2nd Stage to end with 1st Stage • Settings Available Only on VT2007- For Hybrid / Dual Fuel Systems Only

2N7 1.0 degree offset from 1st Stage. Disables Heat Pump on call for 2nd Stage *

2N8 2.0 degree offset from 1st Stage. Disables Heat Pump on call for 2nd Stage *

* From 1st Stage, 2N7 is offset 1º and 2N8 is offset 2º. Both 2N7 and 2N8 will run in 2nd Stage (only) until 1st Stage is satisfied (0º OFF).

When 1st Stage calls for heat, the Heat Pump is active unless the outdoor temperature is less than the Outdoor Thermostat (ODT) setting. The ODT should be wired to activate the Dual Fuel system (W2).

Note: Delay Time can be reduced to one (1) minute. To change from 8-minutes to 1-minute slide the HEAT– OOL switch to OFF and then press the YES and RUN buttons together (if a VT2005 press just then RUN button) for 10 seconds.

Note! See Dual Fuel suggested wiring in Service Bulletin # 091807B (next page 28) and full dual fuel wiring diagram on page 29.


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Service Bulletin # 091807B: VT(VIP)2007 (Only) Dual Fuel Suggested Wiring

General Overview Since there are a number of different brands of equipment and wiring diagrams, this is a general overview how to use the VT2007 thermostat with dual fuel systems. Install the LRD-100-A outdoor thermostat (ODT). Mount in or on the outside of the heat pump unit control box. If possible pull the three wires of the ODT inside the control box.

The W/Y wire (usually Yellow from indoor thermostat) should connect (wire nut) to the Red (common) wire on the ODT.

The Blue wire from the ODT should connect to the wire that energizes the heat pump compressor.

The remaining ODT Black wire should connect to the wire that activates the auxiliary heat when unit goes into defrost mode (usually W2).

Suggested Settings Set your 2nX setting to 2N7 (1 degree differential) or 2N8 (2 degree differential from first stage. Set the LRD -100-A Outdoor Temperature to 50˚. • Sequence of operation: Outdoor temperature is above ODT set point

(50º) The heat pump will run until (A) the indoor temperature is satisfied or (B) the 2nd stage is activated by indoor temperature. When 2nd stage is energized, the heat pump is disabled and the furnace will operate until 1st stage is satisfied.

• Sequence of operation: Outdoor temperature is below ODT set point

(50º) When the Indoor thermostat receives a call for 1st stage heat, the ODT disables the circuit to the heat pump compressor and puts voltage to the W2 circuit. Power to the W2 circuit will operate the furnace until first stage is satisfied. For detailed heat pump

See next page 29 for detailed Heat Pump Dual Fuel & Electric Strip Wiring Diagrams

Outdoor Thermostat Columbus Electric LRD-100–A

0 to 100 degrees F

O NO

O NC

O COM


Black wire on ODT Return Line to W2 on Tstat

From Heat Pump Control Board Aux Heat (W2) (Defrost)

Blue wire to Compress Contactor

Connect W/Y to Red (Common)

W/Y from Tstat Red Wire

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A note from Sonny Knobloch about the Outdoor Thermostat (ODT) Set Point: I realize that the ODT set point temperature can vary by contractor and different parts of the country. Speaking to contractors all over these United States, I find a large number recommend setting the ODT around 50 degrees. They call this the Customer Comfort Setting which is higher than the balance point. At this higher set point the unit hardly ever goes into defrost and customer complaints are reduced. If you want to set the ODT to a much lower set point, I recommend that you consider installing a high temperature thermostat in the supply plenum. This should be set to cycle the furnace and reduce the possibility of tripping a high pressure control in the outdoor heat pump unit.

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Service Bulletin # 090704: VT2000/2005/2007 Models Understanding the VT2000/2005/2007 Talking Thermostats (2 common problems in wiring the 2 stage heat / 1 stage cool / heat pump models)

• Problem #1: Bad Internal Jumper and / or “G” Is Energized In Heat Or Some Combination Thereof.

• Likely Solution: Move the Gas / Electric Slide Switch ◊ On electric heat systems that don’t have a relay or sequencer to

activate the blower, move the Gas/Electric slide switch, located on the circuit board, to the “E” position. When in the “E” position, the blower is activated on calls for HEAT.”

◊ When using the VT2005 on a heat pump system move the Gas/Electric slide switch to the “E” position.

◊ When using the VT2005 on a gas furnace, the switch should be in the “G” (gas) position.

• Other Considerations

◊ The G (blower) terminal is activated when calling for 2nd stage heat. This is to insure that the fan runs in high speed when in emergency heat. This can be confusing when talking about gas heat, but here goes:

◊ Circuit Board Controlling Heating and Air Conditioning:

You know how the circuit board (CB) controls the fan speed. Move the fan switch to ON and blower runs in low. Energize cooling and the blower goes to high speed (Y controls blower speed not G). Well the same is true with newer gas furnaces. The circuit board really controls blower speeds. Move the fan switch to ON when the thermostat is not calling for heat or cool and the blower runs in low speed. When 1st stage heat comes on, the CB sets the speed. When 2nd stage comes on, the CB sets the blower to a higher speed. When the thermostat is satisfied, the blower goes back to the lower speed. In conclusion, G being active is not a problem but is actually beneficial for heat pumps and or electric heat systems.

• Problem #2: No Heat (No Connection Between R and W) • Likely Solution: No heat or connection between R and W1

(Emergency Heat)

The most likely cause of this is the thermostat is in “Emergency Heat” (“Eon” and Set Point Temperature alternately flash). If the customer doesn’t have a heat pump, ask them to look at the display and see if “Eon” is flashing at the set point temperature section of display. If it is, have them press and hold the RUN button for about 10 seconds or until “Eof” appears then disappears. Heat will now operate as it should (assuming no other problems with the furnace).


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Service Bulletin # 100404: VT2005 Model Problem: Fan Runs All the Time (Blower Runs continuously after a Tune-Up, Start-Up, or Service Call; and Tech believes there’s a short between W & G) • Likely Cause: W2 Also Energizes G

Two-stage Talking Thermostats (models VT2005 & VT2205) may operate differently in 2nd stage than other thermostats that technicians are familiar. Upon start up 2nd stage heat is delayed for 8 minutes. If after 8 minutes, demand requires additional heat, the W2 (2nd stage) circuit closes. When W2 closes our thermostat also energizes the fan relay (G). This is a safety feature to insure fan operation even if the fan circuit board fails. During a tune-up, service call or even start up of a new installation, technicians frequently use the Equipment Power Switch (115 or 230 volt power), instead of the thermostat, to turn off the furnace Often, by the time he’s finished, the 8 minute 2nd stage delay has elapsed and W2 and G are energized. When power’s turned back on, the fan will continuously run causing the tech to think there is a problem with the thermostat. To prove this try turning the thermostat mode slide switch to the OFF position then back to HEAT. This resets the thermostat to 1st stage and the 8 minute time delay before 2nd stage is energized. Adjusting the Set Point temperature below and then back above the Indoor temperature also resets the 8 minute 2nd stage time delay.

• Recap: Problem: Indoor blower appears to be running continually in Heat mode. Solution: Thermostat is in 2nd stage heat (in older models the HEAT icon flashes and in newer models the HI and HEAT icons are displayed). Turn thermostat off for 10 seconds, and then turn back to heat.


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Service Bulletin # 010505.1: All Models Problem: System Runs after Temp Reaches Set Point (Customer complains the unit won’t shut off. Note, the VT1007, VT2007 and VT2207 models have been revised to shut off system before indoor temperature equals set point temperature)

• Likely Cause: Display doesn’t show tenth of degrees

◊ Example: System is running in Cool Mode and both Indoor Temp and Set Point display 72º. The Cycle Rate is “Cr1” which means the thermostat maintains indoor temperature within a 1º range of Set Point, i.e. ½º above and ½º below Set Point. Because we don’t display tenth degrees the sensor reading could actually be 72.5º while the display screen shows 72º. The unit will continue to run until the sensor reading is 72.0º before it cycles off.

A similar example could be shown while in Heat Mode except the sensor reading would have to rise to 72.0º before cycling off. Additionally, the Talking Thermostat’s processor uses a complex algorithm to calculate radiant heat, wall and air temperatures for the indoor display temperature. This is why coming into a cold or hot property can make the unit appear to run longer on the first cycle. This “problem” is not unique to SmartWay thermostats as you can see from the following statement by a thermostat industry leader:

Statement from Honeywell “Honeywell electronic thermostats measure both radiant heat and air temperature, and will tend to read two to four degrees different than most other thermometers. Standard thermometers look at only air temperature. Adjust the temperature setting until you find a setting that is comfortable.”

◊ Easy Troubleshooting Tip:

If your customer complains their system’s running and won’t shut off even though Indoor Temp and Set Point are the same, e.g. 72º, ask them to walk over to the thermostat and: o If in Heat Mode, press the Down button one time (e.g. Set Point is now

71º). The Heat icon will go out and the system will cycle OFF after the delay from blower is satisfied.

o If Cooling Mode, press the UP button one time (e.g. Set Point is now 71º), the Cool icon will go out and the system will cycle OFF after the delay from blower is satisfied.


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• Likely Cause: Static Discharge is Effecting the Thermostat.

Static discharge affects all brands of digital thermostats including the Talking Thermostat. Static discharge can cause a “glitch” to the thermostat’s processor which disrupts its normal operation. Static discharge usually occurs during installation or when replacing the batteries. When it occurs the thermostat l operates erratically, e.g.: won’t allow programming / programming buttons won’t work, heat and cooling relays don’t energize, indoor temperature jumps, audio playback is lost, etc. In 99% of the cases, a simple “Full Factory Reset” (FFr) will correct the problem. The following explains how to perform a Full Factory Reset:

◊ Full Factory Reset (FFr) With HEAT/OFF/COOL slide switch set to the OFF position and the FAN ON/AUTO slide switch set to the AUTO position, press the NO button and RESET buttons together until “FFr” appears on the screen and then all the characters on the screen disappear. Note: you might need a pen or pencil to depress the small RESET button. Once the screen disappears you can release the NO and RESET buttons. When the screen reappears press the RUN button to accept the flashing indoor temperature. Full Factory Reset is now complete.

Full Factory Reset restores the thermostat to its original factory settings and you’ll have to reset the day/time and the customer’s programmable operation settings. You won’t lose your contractor message or phone number.

◊ Recap of RESET and NO Buttons The RESET button has two functions. One is to perform a Full Factory Reset as explained above. The other purpose is to allow a “quick escape” when setting up DAY/TIME or programmable operation (WEEKDAY and WEEKEND buttons). If you get lost or wish to quite during either, press the RESET button and you’ll exit without making any changes, i.e. the original settings remain as before.


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Service Bulletin # 010505.2: All Models Problem: Temperature Overshoots the Set Point • Likely Cause: Display doesn’t show tenth of degrees

This is really the same problem as the previous service bulletin # 010505.1. We assume that when a homeowner and or technician says the “temperature is overshooting” they mean the system is still running when the Set Point and the Indoor Temp are at the same reading. The below is taken from slide number 67 of the “Introducing the Talking Thermostat” PowerPoint presentation (call SmartWay at 866-743-5663 if you need another copy)

“The temperature is at the Set Point and system is still running”

Since ½ degrees aren’t displayed, if in HEAT and set point is 68.0 the actual indoor temp could be 67.8, which is displayed as 68, but the system won’t cycle off until actual temp rises to 68.0

Perhaps the following Q&A from White-Rodgers’ web site says it best:

“Why does my system run with set point and room temperature the same? In cooling, as the room temperature falls, you will eventually reach the set point temperature. The system will continue to run until it reaches the low side of the temperature setting. As an example: If set to 78° with the room temperature falling the thermostat will continue to call for cool as the temperature decreases in the following manner. 78.9°, 78.8°, 78.7°, 78.6°, 78.5°, 78.4°, 78.3°, 78.2°. At approximately 78.2° the thermostat will quit calling for cool. This is why it is not unusual for the room temperature and set temperature to read the same but the system continues to run. The amount of time it takes for the system to shut off is dependent on system sizing, thermostat location, etc. Note: The thermostat display only displays whole numbers.

Internally the thermostat calculates decimals. In heating as the room temperature increases the system will continue to run until the thermostat reaches the high side of the temperature set point.”

The Talking Thermostat does not overshoot the Set Point temperature. This is an education and training problem.


36 1208VTHB-G Notice! When downloading your message, be careful not to press any other buttons on thermostat.

ow to use the Voice Recorder Module (VTR 1001) to Download Your Custom

Message

H

1. Plug 9 volt power connector into Voice Recorder Module (VTR)

2. Plug flat cable with RJ45 connector in VTR socket

3. Plug other end of flat cable with RJ 45 connector into thermostat socket

4. Press the “Red” button and hold until you hear the voice start to play

5. The letters “REC” will show on the LCD while you download the message 6. Test by pressing the Help Button.

See and hear Voice & Phone number


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ow to Replace the Speech & Display Chips for the Voice Recorder Module (VTR 1001)

Changing the Voice Recorder Module audio “HELP” message and the phone number (displayed on the LCD) is easy. Just follow these steps: 1. Enclosed please find a large chip. This is the Speech Chip to

change the audio HELP message. If you’re changing your phone number you will also find a smaller chip. This the Phone Display Chip (to change the LCD phone number).

2. If you have the VTR1001 model, you’ll need to take off the case

by removing the two Phillips head screws located on the bottom side of the recorder.

3. Replacing the Speech Chip: On the circuit board locate the

(large) chip socket marked “U2” and gently pry out the chip with a chip puller or small flat head screwdriver. Replace with the enclosed (large) Speech Chip. Make sure the “notch” end of the chip faces the same direction as the removed chip (the direction is also printed on circuit board). Be sure the chip’s pins are correctly aligned in the slot before inserting the chip.

4. Replacing the Display Chip: On the circuit board locate the

(small) chip socket marked “U1” and gently pry out the chip with a chip puller or small flat head screwdriver. Replace with the enclosed (small) Display Chip. Make sure the “notch” end of the chip faces the same direction as the removed chip (the direction is also printed on circuit board). Be sure the chip’s pins are correctly aligned in the slot before inserting the chip.

5. If you have the VTR1001 model, replace the case and secure

with the two Phillips head screws previously removed (on the bottom side of the recorder).

That’s it! Now try downloading your new message to a Talking Thermostat. You should hear the new message during download. When you’re finished press the thermostat’s “HELP” button and you should hear the new message and see the new phone number on the LCD screen.

H

U-1 Slot for Display Chip

U-2 Slot for Speech Chip


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ow Do I Make a Custom Talking Thermostat “HELP” Message?

Contractors want their customers to hear their own personal message when the “HELP” key is pressed. Recording a customized message is easy… just follow these steps:

• Decide on what to say Decide on the message you want to say. Although everyone has his or her own idea on what works best, you must include your company name, and phone number. If you use an area code in your advertising, be sure to include it in your message. Because the speech chip can only hold a limited amount of information, your message can’t exceed 15 seconds (approximately 40 words).

Below are some suggested messages:

◊ “This thermostat comes with a free lifetime warranty. For service call (your company name) at (your company phone number). That’s (your company phone number).” Note: this is the strongest and most popular message.

◊ “This quality system may have an extended warranty. For additional information or to schedule service, call (your company name) at (your company phone number). That’s (your company phone number).”

◊ “This quality heating and air conditioning comfort system was installed by (your company name). For service or questions, please call (your company phone number). That’s (your company phone number).”

◊ “If your system is not heating or cooling correctly, follow the instructions inside the door panel. For technical assistance or to schedule service please call (your company name) at (your company phone number). That’s (your company phone number).”

• How to have your message recorded Now that you’ve decided on a great message, you can record it several ways:

◊ Let us (SmartWay Solutions) have a professional record it This is the easiest and the most common way to have your message

recorded (and there’s no additional charge for it!). Even better the professional voice we use is the same as the other playback so all the audio matches. Just send us a copy of your written message and be sure to phonetically spell out any unusual pronunciations (call us if necessary).

◊ Use your computer: Sound files can be recorded with the “Sound Recorder” program that comes with Windows or by using other sound recording programs. A good one is “Goldwave” (an evaluation version can be downloaded for free at http://www.goldwave.com/).

Because the “Talking Thermostat” plays at 16 bit, 44K sampling rate, monaural; recording at a higher quality will not enhance its sound. When completed, save your recording as a wav or mp3 file. Sorry, we can’t guarantee reproduction of any other sound file format.

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39 1208VTHB-G

You can email it to us at [email protected]. Be sure to include your name and company.

◊ Record to a cassette tape Record your message on a standard audiocassette and mail it to us. Make sure the recording has good audio volume and there is no background sound or other noise.

◊ Have a professional studio record it Your advertising agency or local radio station may be able to help you make the recording. If you don’t like your own voice, they may be able to provide a professional voice. Just make sure they save the file in a format referred to above.

• Use the Recorder Module After we receive your recording, it’ll be saved to a “master” voice chip, which is then shipped to you. You then can use this “master” voice chip with the “Talking Thermostat Recorder Module” (VTR 1001) to save your custom message on all your “Talking Thermostats”. The Recorder Module includes an instruction sheet (see page 32 of this handbook) on how this is done.

• Custom Message Cost The message recoding charge is included in the cost of the Recording Module (VTR 1001). If you wish to update your VTR’s message (and, if needed, the phone number displayed) there’s a $35.00 charge to record the message and burn it into new chip(s). The new chip(s) will then been shipped to you to replace in your current VTR (which is a very easy to do – see page 37).


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requently Asked Warranty Questions

• What’s the warranty on Talking Thermostats? (Note: see page 8 of the “User’s Guide” instruction sheet for warranty wording) Thermostats that fail to operate under normal use can be returned under warranty for up to one year from date of purchase or up to two years from the manufacture date. All warranty returns will be repaired or replaced at SmartWay’s option. Please note that the warranty does not cover damage caused by incorrect use or installation.

• How do we know the date of manufacturer to determine if under warranty? On the circuit board is a six-digit number followed by a letter. This “date code” tells the year, month and day of manufacture. For example the date code 060428C means the thermostat was manufactured on April 28, 2006.

• How do we return thermostats under warranty? Contact BuyMax at 866-512-8255 or [email protected] (Canadian customers call SGI Canada at 888-586-7460) for a Warranty Return Authorization Form to be faxed to you. Sorry, warranty returns can’t be processed without including this RMA form in the shipping box.

• Do we need a new Warranty Form each time we return thermostats? Yes, each warranty form is good for 15 days.

• What happens when warranty thermostats are returned? We’ll try to repair and upgrade the operating software (if needed). If it’s not repairable we’ll send you a like model replacement thermostat.

• What happens if out of warranty thermostats are returned? All model VT1000, VT1001 and VT2000 thermostats were manufactured over 2 years ago and are now out of warranty. Most VT1005, 2005 and VT2005 are also out of warranty. Unless an exception has been granted, if returned they will not be shipped back to you, whether repairable or not.

• Will repaired thermostats be in new condition? Part of the repair process is cleaning the thermostats to look as close to new as possible. Sorry, but we will not clean, recondition or replace cases, display lens, buttons and switches that are damaged by marring, scratching, writing, burns, dirt, grease, paint, or any other non warranted cause.

• Are batteries replaced? Thermostats should be shipped back with original batteries as it helps us with troubleshooting. New batteries will be furnished if required.

• What if we have other warranty questions?

Call SmartWay Solutions toll free at 866-743-5663.

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Wake Up!

Don’t let the other

thermostat manufacturers’

brain wash you.

Customers just want a

thermostat that keeps them

comfortable by turning the

system on and off

according to their

temperature setting and is

simple to use. They don’t

tell their friends and

neighbors to “follow me

down the hallway, I want to

show you my thermostat”

(OK, a few do if they have a

“talking” thermostat). So

why install anything but a

thermostat that’ll guarantee

you more work?

he Best Way to Save Money When Ordering Talking Thermostats

The Talking Thermostat’s cost is reduced even more for members of Success Group International® (AirTime500™, Plumbers’ Suc-cess International™ or Electri-cians Success International™). By joining you’ll be eligible for even greater savings, including the very lowest pricing through the Frequent Buyers Club. For more information about joining call BuyMax at 866-512-8255!

T


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The $154 Question

In the HVAC business,

where can you buy

something for less

than $35 that can be

sold at $189 MSRP (a

healthy $154 profit)

and it continues to

make you more money

for years to come by

repeatedly selling your

company?

If you know what it is

please let us know!

he Best Way to Lower Your Talking Thermostat Cost

Charge 50% to Advertising! After all isn’t that really what the Talking Thermostat does? Doesn’t it advertise you every time a customer hears your message and calls for service and repair work? When you charge half to “Cost of Sales” and half to “Advertising” it costs you half the cost of the thermostat to have a sales generating, profit making, customer retention tool in every house your tech visits! A tool that: • Keeps men busy in “slow times” • Keeps cash flowing in “slow

times” • Keeps selling your company

without any additional advertising expense

Can you image what your sales would be if every house you ever serviced was still your customer? Wouldn’t it be worth $35 (or less) to lock in each one? How much are you paying now to get a “new” customer? I bet it’s more than $35!


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For current pricing / order sheet (and if any specials!) please contact:

BuyMax, LLC 1237 Huntsville Hwy Suite E Fayetteville, TN 37334 Toll free phone 866.512.8255 Direct phone 931.438.4805 Fax 931.438.4827 Email [email protected]

or [email protected]


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Tstat Log Out Worksheet Charge to Technician Issued by Date

Model Thermostat Serial Number Charge to Job Number

VT


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Projected Service Maint. PROJECTED SERVICE DEPT. REQUIREMENTS

Month & Year JAN "FEB "MAR APRIL MAY JUNE Total CallsPREVENTATIVE MAINT.

PHONE SPECIALS

TOTAL MAINT.CALLS

MEN REQUIRED(4 day)

MEN ON HAND

DEMAND CALLS CALLS PER DAY

Avg # calls 1 tech can do per day TOTAL MEN REQUIRED

MEN ON HAND

TOTAL MEN ON HAND for Maint TOTAL MEN REQUIRED

JAN. FEB. MAR APRIL MAY JUNE

WORKING DAYS IN MONTH 21 20 23 22 20 22

Projected Service Maint. PROJECTED SERVICE DEPT. REQUIREMENTS

Month & Year JULY "AUG SEPT OCT NOV DEC Total CallsPREVENTATIVE MAINT.

PHONE SPECIALS TOTAL MAINT.CALLS

MEN REQUIRED(4 day)

MEN ON HAND

DEMAND CALLS

CALLS PER DAY Avg # calls 1 tech can do per day

TOTAL MEN REQUIRED MEN ON HAND for Demand calls

Total Maint & Demand Men On Hand

TOTAL MEN REQUIRED

JULY AUG SEPT. OCT. NOV. DEC. WORKING DAYS IN MONTH 22 22 22 21 22 22


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Projected Service Maint. Units Required Per Month

Month & Year JAN "FEB "MAR APRIL MAY JUNE Totals UNITS SOLD ON

MAINTENANCE CALLS

UNITS SOLD ON DEMAND CALLS

UNITS INSTALLED WITH

FURNACE ONLY REPLACEMENT

CONDENSER ONLY REPLACEMENT

SYSTEM REPLACEMENT

TOTAL UNITS REQUIRED

FOR MONTH

JAN. FEB. MARCH APRIL MAY JUNE WORKING DAYS IN MONTH 21 20 23 22 20 22

Projected Service Maint. Units Required Per Month

Month & Year JULY "AUG SEPT OCT NOV DEC Totals UNITS SOLD ON

MAINTENANCE CALLS

UNITS SOLD ON DEMAND CALLS

UNITS INSTALLED WITH

FURNACE ONLY REPLACEMENT

CONDENSER ONLY REPLACEMENT

SYSTEM REPLACEMENT

TOTAL UNITS REQUIRED FOR MONTH

JULY AUGUST SEPT. OCT. NOV. DEC.

WORKING DAYS IN MONTH 22 22 22 21 22 22


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