in this issue:

beYonD rePairNews and information that drives your business.

February 2013

®

© Carrier Corporation 2/2013

®

Totaline® Turns 25!

page 4

Quality Equipment Deserves

Factory Authorized Control Boards

page 7

Your Commercial Clients Need

Factory Authorized Parts™

page 10

Celebrating 25Years of totaline®

BEYOND REPAIR • 2

Welcome to the February edition of Beyond Repair.

When this month rolls around, most people start to thinkof romantic things like Cupid, hearts, flowers andchocolates. Here at Beyond Repair, we think of ways wecan show our love, too – Totaline® IAQ products, FactoryAuthorized Parts™, quality Payne equipment, Carlylecompressors – all great products that we love to sharewith our customers in February and all year long.

This month, we’ll talk about Factory Authorized controlboards – find out how they can help you and yourCarrier®, Bryant® and Payne® customers. Also thismonth, find out how Factory Authorized Parts make adifference for not only your residential customers, butyour commercial clients, too. And, we’ll talk about ourlineup of indoor air quality products in this month’s IAQ

Corner. Madge is here to chat about Totaline chemicalsthis month, too, in this month’s Ask Madge.

And even though it’s only February, it’s not too early tostart thinking about cooling season. Are you prepared?I’ll talk about ways you can get ready, and we’ll sharesome information about classes you can take in

preparation in this month’s Jim’s Tips and Bynum Bits.And, we’ll introduce February’s Win/Win offer and giveyou a sneak peek at March’s while we’re at it.

You also won’t want to miss out on this month’s vintageStump Jim Flynn. Don’t forget – I love to hear from you,and if you email me with a quandary, question orconundrum and I use it here, you’ll receive some greatfree merchandise! Just one more way we here atTotaline show you the love.

And, don’t miss out on our special Silver Anniversaryarticle – yes, folks, Totaline is turning 25! We’ll give youa glimpse of the past and talk about what Totaline hasin store for the future.

Thanks for joining us this month for yet another red-hotedition of Beyond Repair – the news and informationthat drives your business.

Jim Flynn

Totaline Training & Marketing Manager

in this issue

Offering your customers indoor air quality (IAQ) products hasnever been easier, with the great lineup of Totaline IAQ prod-ucts. One of the best ways you can help assure your cus-tomers that the indoor air they breathe is cleaner all year roundis by offering them a Totaline High Efficiency Media Retrofit AirCleaner.

This air cleaner has been designed to remove atmosphericand household dust, coal dust, insecticide dust, mites, pollen,mold spores, fungi, bacteria, pet dander, cooking smoke andgrease, tobacco smoke particles, and more down to 0.3 mi-cron. The Totaline High Efficiency Media Retrofit Air Cleaneris ideal for homes with allergy, asthma or respiratory sufferers,smokers, pets and mustiness.

Not only does this air cleaner provide improved indoor air qual-ity, it also helps protect and prolong the operating efficiency ofthe heating and cooling equipment. What’s more, this aircleaner is built to last – the cabinet is constructed of heavygauge galvanized steel to resist corrosion and provide trou-ble-free vertical or horizontal installation. And, holes are pro-vided to facilitate mounting to the ductwork or air handlingsystem. Durable powder coat paint finish on door resists cor-rosion.

The Totaline High Efficiency Media Retrofit Air Cleaner featuresa high-efficiency MERV 11 media filter, which is constructedof special fibers that won’t shred, absorb moisture or sustainmold growth. Also, this specially created filter has a perfect fit,and doesn’t contain fillers such as foam, sponge or fiberglass.Filters last up to one year in standard applications.

Offer your customers cleaner indoor air this winter – offer themthe Totaline High Efficiency Media Retrofit Air Cleaner, availableat your local Totaline Sales Center.

i.a.Q.

DirtY air? Clean it uP witha totaline® high effiCienCYMeDia retrofit air Cleaner

Corner

i.a.Q.Corner

asK MaDgeHey, folks! Madge here. Hope you’re all having a wonderful winter so far. It’s one of myfour favorite seasons of the year! Nothing like zooming around on my snowmobile andzipping down the hill on my snowboard to get my adrenaline going! But you know whatmakes me even more excited? Keeping my customers happy and keeping their equip-ment running perfectly! There is no greater thrill than when one of my customers callsme and tells me how pleased they are with the work we’ve done for them, whether it’sa brand-new installation, a repair, or a preventive maintenance job.

And speaking of preventive maintenance – you might not be thinking about it yet, butspring will be here before we know it. And I say there’s no better time than the presentto prepare my HVAC business for those preventive maintenance calls that will start uponce spring, well, springs! I’ve started to organize the list of goodies my business needs,and of course I’ll be doing my shopping at my local Totaline® Sales Center.

You see, Totaline Sales Centers make it super easy for HVAC professionals to have theright chemistry with their customers. That’s because they carry a wide range of chemicalsthat make preventive maintenance a breeze! As a technician, you know that HVACequipment is exposed to moisture and all sorts of different contaminants, which cancause equipment failure and damage. That’s why preventive maintenance programsare so important – and why shopping at your Totaline Sales Center makes offering themthat much easier.

When I head on down to my local one-stop shop, I know I’m going to find the full line ofTotaline coil cleaners, for both indoor and outdoor coils. Why, there’s even one formulationthat is an environmentally sound choice! (I know I always like to be thoughtful of MotherNature.) And, Totaline Sales Centers are fully stocked with general-use chemicals likedegreasers and leak reactants, and they even carry convenience items like wasp spray,hand cleaners and sanitizers.

So you see folks, having the right chemistry with your customers isn’t hard at all – it’s aseasy as stopping into your local Totaline Sales Center. And tell them Madge sent you!Have a great February!

BEYOND REPAIR • 3

Madge, as in the Ask Madge article is a fictional character.

BEYOND REPAIR • 4

totaline® turns 25!Before the days of the Totaline Sales Center, there was no such thing asa fully stocked, self-serve HVAC/R shop. Customers would have to driveall around town to find the parts and equipment they needed, which wastime consuming and often frustrating. All that changed when the folks atCarrier/Bryant had a vision for a one-stop shop for all things HVAC/R.

A team led by then Sales & Marketing Director Dave Buttermore, had en-visioned a “NAPA of the HVAC/R” industry type of store, where customerscould come in and shop for the parts they needed right off the showroomfloor. They conceptualized what would become today’s Totaline SalesCenter – a one-stop, self-service store that offered quality products, partsand supplies for any brand, for all HVAC/R dealers and technicians. Andfrom there, the Totaline brand – and the sales center model – was born.

Today, Totaline has become a global network of stores offering thousandsof HVAC/R parts, as well as aftermarket products for Totaline and all majorHVAC/R equipment brands. Totaline Marketing and Training Manager, JimFlynn has been with Totaline since its inception, and he is eager to seeTotaline grow into its twenty-fifth year. “Totaline is the cornerstone of qualityand value in the aftermarket business,” said Flynn. “We’ve been here for25 years and I look forward to us being here well into the future.”

Flynn says that in 2013, he and his teammates are focusing on a resur-gence of Totaline, and what the brand means to its customers. “Totaline

epitomizes value in the quality products, turnkey programs and continuoussupport it offers,” Flynn said. “What makes this company unique is thatwe’re fully invested in both our distributors and their customers – the tech-nicians who use our products. Everything about Totaline is about people…people buy parts from people.”

And this philosophy shows. Not only is Totaline dedicated to offering qualityproducts, it is also dedicated to its distributors and their counter personnel.“What I think is remarkable about Totaline is the lengths we go to in orderto educate everyone, from our distributors to the technicians who use theproducts,” said Flynn. He indicated that counter sales people have justover 100 hours of training available to them, in every aspect of the busi-ness. “We offer Factory Authorized Parts certification training for bothcounter salespeople and branch managers. Our comprehensive programcovers just about everything they need to know about selling aftermarketparts.”

Included in this training is Totaline University, Totaline Masters I & II andregional trainings for all counter salespeople and distributor personnel.Every distributorship has access to both technical and customer servicesupport. Why is all this training important? “Dealers and contractors go totheir Totaline Sales Center not just for a part – they go for a solution. Westrive to help counterpeople be able to provide them with that,” Flynn said.

BEYOND REPAIR • 5

Totaline® Turns 25! (cont.)

Flynn said that for him, providing technicians with knowledge is just asimportant as educating their distributors. “We really have worked tobridge the gap between Totaline Sales Centers and the dealers whoshop with them,” he said. “That’s why we offer Beyond Repair to ourdealers and technicians, as well as our Win/Win program.”

Flynn said that Beyond Repair is a valuable tool in helping technicianswith their trade. “We jam-pack our newsletter with content that’s im-portant to our technicians. We offer business advice, product informa-tion, even a monthly column on the classes and trainings they can takethrough Carrier University. We like to mix it up and make it fun, too,with columns like Stump Jim Flynn and Ask Madge.” Currently, Beyond

Repair is sent out on a monthly basis to just over 24,000 readers.

Additionally, Flynn said that Totaline shows support for its customersby offering their annual Win/Win program. “What makes this programso great is that techs can get free merchandise for buying the stuff theyneed anyway, and hopefully learn a little bit in the process.” Flynn saidthat the company strives to provide fun prizes that technicians will love.“This March, for instance, we’re offering a free basketball to go alongwith March Madness,” Flynn said. “The icing on the cake is that whentechs complete an offer, they’re automatically entered into our quarterlycontest, where they can win a $500 gift card. And when they enter thename of their counter salesperson, they’re also entered into the draw-ing. It really is a ‘Win/Win’ for everybody.”

Flynn said that Totaline’s ability to grow and change with the times hasalso helped them stay in business for 25 years. “We know the waypeople communicate has changed,” He said that as a result, much ofthe training for the counter salespeople is now available online, as well

as technical support and access to marketing materials. Techniciansreceive Beyond Repair via email each month, and can visit www.totaline.com for information on products, view an archive of ads,articles and past newsletters, as well review Win/Win offers and gettheir certificates for free merchandise.

For Flynn, all of this adds up to why Totaline has been in the businessof helping technicians get the parts they need for the past 25 years.“We’re a destination for technicians. We have Factory Authorized Parts,Payne products, aftermarket parts, Carlyle compressors and the fullline-up of Totaline products, from chemicals to motors to thermostats,”Flynn said. “Over the years, we’ve faced many challenges, but we’veconquered them. What’s never changed is our commitment to our cus-tomers. Totaline is around to stay.”

A Note from the Editor:

In celebration of Totaline’s 25th year, we’re re-running the very first Stump Jim

Flynn column. Believe it or not, this column first ran in the February 2008

edition of what was then Working Together, which later became Beyond

Repair. At this time, we’d like to thank Jim for his dedication to Totaline, its

distributors and counter salespeople, and his readership. Thanks, Jim!

the Mystery Motor

Q: Can I bring a motor to a Totaline® store without the nameplate information

and get a replacement?

A: Yes, you can! Here’s why: through our comprehensive Totaline trainingprogram, we train our counter sales associates to identify eight key motorpoints that will allow them to select a suitable aftermarket replacement motor.

Those eight key points are:

1. Motor diameter2. Motor type3. Motor speed (RPM)4. Horsepower5. Number of speeds6. Mechanical features7. Rotation8. Voltage

Once we identify those eight characteristics, we are able to go to the Totalineparts catalog and make the appropriate replacement selection. Your motormystery is solved while you wait. And if for some reason we don’t have asuitable replacement in stock, the warehouse is only 24 hours away. You’ll getyour part the following morning.

Our counter sales people are here to help you get what you need and getback to the job — fast. They know compressors, motors, thermostats, IAQand everything in between. So no matter what your mystery, it’s no match forTotaline.

Thanks for the question, and keep sending them in!

Jim Flynn

Totaline Training & Marketing Manager

stuMP JiM flYnn - with Jim Flynn, Totaline Training & Marketing Manager

Totaline Training & Marketing Manager Jim Flynn answers your questions

about Totaline sales centers and the HVAC/R industry.

Do you have a question, quandary, conundrum or concern you’d like

to share with me? Then send it along! If I use your question here, you’ll

receive fame, notoriety AND a great free gift! So what are you waiting

for? Send me those questions?

James Flynn

BEYOND REPAIR • 6

BEYOND REPAIR • 7

QualitY eQuiPMent Deserves faCtorYauthorizeD Control boarDsWhen you need to replace a control board in your customers’ Carrier®, Bryant®

or Payne® equipment, look no further than your local Totaline® Sales Center.There, you’ll find the Factory Authorized Parts™ you need to ensure that the jobis done right. But what makes a Factory Authorized control board the right choicefor your Carrier, Bryant and Payne customers?

For starters, when you choose a Factory Authorized control board you arechoosing an exact, drop-in replacement part, which is designed to meet exactCarrier Corporation specifications, ensuring optimum system performance, provenreliability, easy installation and maintenance and safe system operation. Beloware some of the direct benefits of choosing Factory Authorized control boards:

• Preserves original manufacturer’s warranty• Meets original manufacturer’s specific on-delay timing sequences• Exact pre-purge and post-purge timing to match furnace type• 20-amp cool relay rating• Exact match to original manufacturer’s internal safety algorithm that relates

to flame sensing specific to unit• While running continuous fan or heat pump mode the blower is shut off

on a call for heat• The control shuts off the HIS the moment that flame is sensed

• Exact electrical control connections and settings so no need to add orcut jumpers

• All UL and/or CSA approvals and listings for the parts in the original equipment

What’s more, Factory Authorized control boards are readily available at your localTotaline Sales Center, so you’ll likely find just the part you need to repair yourcustomer’s Carrier, Bryant or Payne equipment. And this month, when youpurchase a Factory Authorized control board and four line items, you can receivea FREE cushion grip flashlight and be entered in our quarterly Win/Win drawingfor a $500 gift card. Visit www.totaline.com for more details.

Jim’s Tips taKing tiMe to PrePare for Cooling seasonwith Jim Flynn, Totaline Aftermarket Training Manager

Even though we’re still working on the winter heating season, now’s

a great time to start thinking about the spring cooling season. It’ll be

here before we know it, and now is the time to get ready for it. If you

haven’t already, you’ll want to make sure your trucks are fully stocked

with everything you need to make cooling season start without a hitch.

Do you have all the chemicals you need to make sure you’re prepared

for spring maintenance contracts? How about IAQ products like HEPA

filters and object purifiers?

On the business side of cooling season, you’ll want to take some time

to check your customers’ contracts and see who has preventive main-

tenance lined up for spring, and who has a contract that’s expiring.

Checking into that now will save you from last-minute paper shuffling

when things around the office start to get busy and customers start

calling to schedule their spring tune-ups.

Most importantly, you’ll want to make sure you and your technicians

are properly trained for the season ahead. If you hired new techni-

cians to help with winter workload, now is the time to ensure that they

have the knowledge under their belts for the cooling season to come.

Depending on where you live in the country, that season starts as

early as next month.

Are you and your technicians up-to-date on all the latest air condi-

tioning technologies? The market is rapidly changing, and there are

many advantages and incentives available for homeowners who pur-

chase advanced, high efficiency systems. It’s important that your

team understands these new systems inside and out, for their benefit

and the benefit of your customers.

Of course, the best place to learn about Carrier® air conditioning sys-

tems is through Carrier University. There, you and your technicians

will be able to take courses on the latest Carrier innovations, as well

as classes to refresh the knowledge you already have. Enrolling in

Carrier courses is simple and can be done conveniently online, with

most of the courses held at the Bynum Training Center in Syracuse,

N.Y., a state-of-the-art facility created with optimal technical training

in mind. Not to mention, you can also order a number of training ma-

terials for in-house staff development. To find out more about enrolling

in Carrier University courses, visit them online or call them toll-free

at 1-800-644-5544.

BEYOND REPAIR • 8

CsD400 – hvaC sYsteMs funDaMentals – febraurY 11, 2013Class Description

This first course covers the subjects that are fundamental in thedesign of all types of HVAC systems. Students learn thefundamental principles of HVAC design, including psychrometrics,heat transfer, mechanical refrigeration and load estimating.Participants learn to become proficient with HVAC's two mostimportant design tools, the psychrometric chart and the pressureenthalpy diagram. At the completion of the course, participantsknow how to do an accurate commercial load estimate that is thebasis to the other system design decisions. The concepts of thiscourse are prerequisite for taking the other three courses and thebuilding blocks of the student's HVAC design career. Computer-assisted work sessions and a design project are used to practicethe principles taught.

Upon completion of this course, participants will be able to:

• Explain the parameters that must be controlled to achievehuman comfort.

• Describe the procedural steps common to all HVAC design.

• Explain the principles of heat transfer and their impact on heating and cooling load estimates.

• Zone a commercial building with fixed or open floor plans.• Use the principles of psychrometrics to describe air cycles.• Apply the PH (Pressure Enthalpy) chart to describe the principles

of mechanical refrigeration cycles.• Do a computerized block and zone load estimate for a

commercial building.• A cumulative score of 70% is required to pass this course. The

score is a combination of attendance, class participation, and a demonstration of skills and knowledge through quizzes and/or work sessions.

Suggested Prerequisites:

A working knowledge of computer operation. Students areencouraged to bring their own computer, but it is not required.

To learn how you can register for this course, visit the CarrierUniversity website at www.carrieruniversity.com.

Bynum Bits

BEYOND REPAIR • 9

BEYOND REPAIR • 10

Your CoMMerCial Clients neeD faCtorY authorizeD Parts™When your commercial clients require repairs to their Carrier®,Bryant® or Payne® equipment, they can’t afford a lot of downtime.They’re relying on you as an HVAC professional to come in andget the job done efficiently and effectively, and the best way to dothat is by using Factory Authorized Parts.

Your commercial clients have probably chosen Carrier, Bryant orPayne products because they are a sound business investment.They know that these brands provide the quality, reliability andefficiency needed to help their business run smoothly. In the eventthat repairs are necessary, Factory Authorized Parts can providethe perfect fit for these clients.

Factory Authorized Parts save you time and remove guessworkfrom repair tasks, giving both you and your commercial clientspeace of mind. They feature exact electrical connections, leadlengths and mounting characteristics, which will help you get thejob done quickly. More importantly, Factory Authorized Partspreserve the UL and/or CSA approvals and listings for the parts inthe original equipment.

Factory Authorized Parts provide practical benefits for your clientas well. They preserve the original manufacturer’s warranty, as well

as the original efficiency of the equipment and engineered soundrequirements. Your commercial clients need repair solutions thatrestore their equipment to its original performance, and FactoryAuthorized Parts can help you provide that.

Your Totaline® Sales Center counter salesperson can help you findjust the right Factory Authorized Part for your client’s commercialapplication, because they have been specially trained to answerany question you might have. And, Factory Authorized Parts arereadily available, so more than likely your Totaline Sales Centerwill have just what you need to help you do what you do best – soyour commercial clients can get back to doing what they do best.

totaline® 2013 win/win Merchandise offers

All offers are good until November 30, 2013 after they have been initially

introduced. Offer paperwork must be postmarked no later then December

1, 2013 and must be received no later then December 15, 2013.

buy a Factory Authorized Parts™ control board plus any 4 other line items**.all on one invoice.

starting in february you can get aCushion Grip Flashlight*

* Go to www.totaline.com and click the “Win/Win” link. Then, follow the directions and complete the offer. Offer must be completed and a proof of purchase from a Totaline Distributor will be required. See site instructions for complete details. One Win/Win merchandise item may be received per each unique invoice with unique issued certificate, no exceptions. Certified HVAC/R professionals only. Offer good only while supplies last. Offer subject to change or discontinuance without notice.

** Equipment purchases (air conditioners, heat pumps, furnaces, package products) do not count as line items.

Note: Actual promotional brand and item styles may vary from image. Substitute product may be used other then featured item.

buy any 6 Totaline® branded thermostats (Mix and Match)† all on one invoice.

starting in March you can get a Basketball*

* Go to www.totaline.com and click the “Win/Win” link. Then, follow the directions and complete the offer. Offer must be completed and a proof of purchase from a Totaline Distributor will be required. See site instructions for complete details. One Win/Win merchandise item may be received per each unique invoice with unique issued certificate, no exceptions. Certified HVAC/R professionals only. Offer good only while supplies last. Offer subject to change or discontinuance without notice.† Offer good on Totaline® branded thermostats only absolutely no substitutions under any circumstances.

Note: Actual promotional brand and item styles may vary from image. Substitute product may be used other then featured item.

BEYOND REPAIR • 11

buy any Genuine Carlyle® compressor or buy any Totaline®

remanufactured compressor plus at least 2 compressor replacement accessories listed below:

all on one invoice.

starting in april you can get a Laser Level.*

• electrical tape• TotalTest kit • solid core drier • refrigerant

• refrigerant oil • crankcase heater • phase monitor • acetylene

• lube oil controls • suspension kit • contactor

* Go to www.totaline.com and click the “Win/Win” link. Then, follow the directions and complete the offer. Offer must be completed and a proof of purchase from a Totaline Distributor will be required. See site instructions for complete details. One Win/Win merchandise item may be received per each unique invoice with unique issued certificate, no exceptions. Certified HVAC/R professionals only. Offer good only while supplies last. Offer subject to change or discontinuance without notice.

Note: Actual promotional brand and item styles may vary from image. Substitute product may be used other then featured item.

SaleS CenTerS

you’ll be a winner

Using Factory Authorized Parts helps to:

• Maintain UL and CSA standards

• Maintain system warranty.

• Ensure proper gas flow and precision

ignition timing

• Maximize the life, efficiency, and safety

of the system

• Guarantee an exact fit and easy installation

It’s not a game of chance – Factory authorized ignitors, gas valves and control boards

have been engineered to work flawlessly together.

Factory Authorized Parts are the right choicewhen making repairs to your customers’ Carrier®, Bryant® or Payne® equipment and can only be found at your Totaline Sales Centers.

For the location nearest you visit www.totaline.com

© Carrier Corporation 02/2013