Knowledge & Support

At TCS we strive to consistently deliver a great support experience to our customers. For over 35 years we’ve been working hard each day to keep that promise. Find our most requested resources below.

  Frequently Asked Questions


Accounting

How do I open an account?

If you have never purchased from TCS before, call (800) 288-9383 and speak to a sales representative. You can purchase from us immediately using a credit card. If you wish to purchase on an open line of credit, you must first submit a credit application and obtain approval. You can download a credit application here. Submit the completed credit application via email to: ar@tcsbasys.com. Approval can take up to 10 business days.

How do I get a copy of a missing invoice?

Send an email request to ar@tcsbasys.com with your company name, the invoice number in question where you would like the copy emailed or faxed.

How do I purchase by credit card?

Call 1 (800) 288-9383 and speak to a sales representative to place your order.

How do I get a statement of account?

Send an email request to ar@tcsbasys.com with your account name and account number.

Why am I on credit hold?

Typically, there is a simple explanation such as a past due invoice that requires your attention or you may be over your credit limit. Please contact your assigned account representative if you have one or send an email to ar@tcsbasys.com with your account name and number asking why you are on hold.

What are my payment options?

You can pay via credit card or establish an open line of credit with Net 30 day terms. An open line of credit requires pre-approval. Download a credit application here and submit the completed form to ar@tcsbasys.com. Approval can take up to 10 business days.

What states do you charge sales tax?

We are registered to collect and remit sales tax in the following states: California, Florida, Georgia, Massachusetts, North Carolina, Oklahoma, Tennessee, Washington and Wisconsin.

How can I obtain a TCS W-9?

Please send an email request to ap@tcsbasys.com with your company’s name and where to email the W-9. Please note that if you are shipping to Canada, TCS is registered with the Canada Revenue Agency and is required to collect and remit GST/HST on all shipments being delivered to a destination in Canada.

How can I check on payment of an invoice?

Please send an email request to ap@tcsbasys.com with your company’s name and the invoice number you are inquiring about.

How do I contact accounting?

The most effective and efficient means to reach our accounting department is to email the accounts receivable department at ar@tcsbasys.com, or the accounts payable department at ap@tcsbasys.com. Be sure to reference your company name, the assistance you need, and the best way to contact you. Alternatively, you can call 1 (800) 288-9383 and dial extension 9348.

What is my credit limit and how can I increase it?

You can inquire about your current credit limit by sending an email to ar@tcsbasys.com with your account name and account number. Credit limits are established initially based on our credit review which includes checking the credit references that you have provided to us. Credit limit increases may be considered if your account has been in good standing and you have paid your invoices within terms. Credit limit increases may be requested by emailing ar@tcsbasys.com.

Do you collect Canadian GST/HST?

Yes, we are registered the Canada Revenue Agency and are required to collect and remit GST/HST on all shipments being delivered to any Canada destination.

Technical Support

How do I contact technical support?

Call 1 (800) 288-9383 between 7 a.m. to 5:30 p.m. CST, or email support@tcsbasys.com

When is technical support available?

Telephone support is available between 7 a.m. to 5:30 p.m. CST. Emails received after hours will receive a response the next business day.

If I have a product I think is not working properly, what should I do?

Call 1 (800) 288-9383 and select Option 2 between 7 a.m. to 5:30 p.m. CST while you are standing in front of the thermostat or controller in question.

How do I reset my Ubiquity Cloud password?

A user may change their own password at any time by logging in and visiting the Admin menu My Info page. The new password may not be the same as the current one.

What do I do if my password is expired?

When a user logs into Ubiquity Cloud after their password has expired, they are redirected to a special password change page and must enter a new password.

Why is my site offline and how do I get it back online?

There are a number of reason why a site may be offline, including a local network interruption. Call 1 (800) 288-9383 between 7 a.m. to 5:30 p.m. CST, or email support@tcsbasys.com for assistance getting your site back online.

Why is my thermostat timed out?

First, make sure the thermostat is powered on. Then call TCS Technical Support or follow the troubleshooting steps below:

  1. Confirm the thermostat is addressed correctly. It should not have the same address as any other stat or controller on the network nor can it be address 248.
  2. Check the baud rate and make sure it matches the port baud rate, (default is 9.6k).
  3. Check the A/B/Ref wires insuring they are making good contact. You may need to loosen the screws and reconnect the wires. If too many strands of wire are broken, you may need to re-strip the wires.
  4. Unplug the A/B/Ref connector and measure DC voltage (with no terminating resistors).
    1. Measure across pins A to Ref. It should read about .4 vdc
    2. Measure across pins B to Ref. It should read about 4.6 vdc
    3. Then take the same readings on the screw heads of the A/B/Ref plug. As long as there are additional thermostats installed on the network, you should receive the same readings. Note: if this is the only stat on the network, then a regular QD1010USB will give slightly lower readings.
    4. If both readings are correct, plug the A/B/Ref wire back into the stat and go to step 5.
    5. If the readings are not correct on the stat, remove all wires except the power from the thermostat and try the measurement again.
  5. After you’ve confirmed correct measurements, check the wires you unplugged for unwanted voltages or shorts. You can plug them in one at a time and keep checking the A/B/Ref readings. If they go astray again, unplug the last connector you plugged in and trace those wires down to find the problem.
  6. If it is still not reading correctly, call TCS Technical Support for additional troubleshooting steps.

Why is the room temperature reading 90° or 40°?

Either your dip switch settings are incorrect or you have a short or an open in the wiring.

How do I see my temp, digital and analog values?

Go to the Controllers tab in Ubiquity Cloud and click the + sign to the left of the controller you wish to check.

Sales

Does TCS accept pre-payment or wire transfer?

TCS can accept a check or wire transfer in addition to credit card prepayment.

How will you ship my product?

TCS normally ships via UPS and can have your product delivered at whichever UPS service speed you request. We can also ship FedEx if you provide your FedEx account number so the charges can be billed directly to your account.

If I have a product I think is not working properly, what do I do?

To troubleshoot a TCS product you would start by speaking with our technical support team at 1 (800) 288-9383 and select Option 2. Our support team will assist you with correcting the problem or starting the replacement process.

How can I track my shipment?

You will receive an email confirmation when you place your order that provides a tracking number once it has shipped. If you don’t receive the confirmation email, contact a member of the TCS sales team who will provide this information to you.

What is your warranty policy?

TCS provides a one (1) year warranty from invoice date on TCS manufactured products. This warranty is extended to two (2) years from the date of installation on TCS turnkey projects.

For more information talk to your TCS account representative or contact us.

How can I get a copy of my invoice?

You can contact the sales department to request a copy of your invoice or email your request to accounting at ar@tcsbasys.com.

What is your Return or Warranty process?

The TCS return process facilitates repair or replacement of defective product covered under warranty. For more information talk to your TCS account representative or contact us.

Can I sell TCS products?

Most distributors and contractors are eligible to sell TCS products.

Why can’t I see my site in Ubiquity Cloud?

Contact your Administrator about access rights to the site or TCS Technical Support.

How can I become a distributor or reseller of TCS products and services?

Contact a sales representative at 800-288-9383 to learn more.

Why does Ubiquity Cloud say “Access Denied?”

This alert could mean the site has been shut off due to nonpayment. Please contact your sales representative or the TCS accounting department for further assistance.

Is there a distributor in my area?

Because we are the manufacturer, you can buy factory direct from TCS. Contact your sales representative at 1 (800) 288-9383 for more information or to place an order.

What is my credit limit and how can I increase it?

You can ask what your current credit limit is by sending an email to ar@tcsbasys.com with your account name and account number. Credit limits are established initially based on our credit review which includes checking the credit references that you have provided to us. Credit limits may be considered if your account has been in good standing and you have paid your invoices within terms. Credit limit increases may be requested by emailing ar@tcsbasys.com.

Who can install my product?

TCS has an installation base of local and regional contractors who are authorized to install TCS controls. Contact TCS sales representative at 1 (800) 288-9383 for assistance in finding a contractor in your area.

How do I get a quote for parts?

To get a quote on TCS parts and services, please call 1 (800) 288-9383, and select Option 1 for sales. You may also contact your sales rep directly or email info@tcsbasys.com.

Who can service my TCS controls and equipment?

Just about any HVAC service contractor can service our equipment. In addition, TCS has an installation base of local and regional contractors who are authorized to install TCS controls. Contact TCS sales representative at 1 (800) 288-9383 for assistance in finding a contractor in your area.

How do I get price and availability?

Please call 1 (800) 288-9383, and select Option 1 for sales.

Will my quote include shipping?

Shipping can be included in a quotation upon request.

What is my order status?

Please call 1 (800) 288-9383, and select Option 1 for sales. Have your account name or number, and the order number handy when you call.

Do you charge sales tax?

TCS is registered to collect and remit sales tax in the following states: California, Florida, Georgia, Massachusetts, North Carolina, Oklahoma, Tennessee, Washington and Wisconsin.

Installations & Project Management

Does TCS offer turnkey installation?

Yes, TCS offers turnkey installation for regional and national account clients. TCS can also perform single site installations or roll-outs.

What is the warranty on installation work?

Warranty for installation workmanship is one year.

What information is required to receive a turnkey quote?

Either a site survey would be completed or a takeoff could be done from drawings.

What is included in the commissioning process?

TCS project management personnel will communicate with the installer onsite to first confirm that the site is online and connected to Ubiquity Cloud and then confirm that all controls on the network have been detected. The project management staff will then program all controls with pre-determined parameters. Once we verify that all controls are operating properly, alarms are programmed.

How do I become a factory-certified TCS service and/or installation contractor?

Contact your sales representative at 1 (800) 288-9383 for more information on factory training and certification. You can also review the different training’s we offer as well as our training calendar.

  Technical Support


Call us for support on any of our products and services

1 (800) 288-9383   (press 2)

Monday – Friday:   7am – 7pm


  Training


Training is an important component of your success with TCS. Building owners, contractors and facility service team members have access to both online and hands-on training resources to enhance their knowledge of TCS controls and software, increase their efficiency in the field and learn the latest installation and troubleshooting best practices.

Online Training

Free Ubiquity Cloud and product online webinars are held on a regular basis. Basic and Advanced Ubiquity Cloud training and are currently offered as well as an overview of the UbiquiSTAT. See the schedule below.

Installation Training

Usually held several times a year in the spring and fall in Middleton, WI, the Basic and Advanced installation training seminars are comprehensive with topics including controller overview & selection, thermostats, basic controllers, 2100 series devices, wiring, installation, site setup, networking, controller programming and troubleshooting, TCS Insight™ software, Ubiquity Cloud, and many others.

This in-depth installation training concludes with testing and official Factory Certification. See the schedule below for the next available training dates and contact us about pricing

Onsite Training at your Facility

The Onsite Training seminars can range in length from 1 to 4 days, depending on number of attendees and topics to be covered. In addition, the topics, support materials provided, and schedule/agenda are tailored to meet the specific needs of your company or institution. In general, this custom offering offers elements of our standard seminars blended with any custom requirements.

The cost of Onsite Training seminars vary depending on the number of attendees and seminar's length. Contact us to explore the onsite training options that are right for you.  

Contact your account manager for more information on course descriptions and upcoming dates, or complete the info request form here.

Training Calendar

November 14th

UbiquiSTAT Training Webinar

Online – WebEx

11:30 a.m. Central Time

Register now

December 12th

Ubiquity Cloud Basic Training Webinar

Online - WebEx

10:00 a.m. Central Time

Register now

December 12th

Ubiquity Cloud Advanced Webinar

Online - WebEx

2:00 p.m. Central Time

Register now

October 15th - 18th

TCS Installer Training

Middleton, WI

Contact your account manager or call TCS to request more information.

March 4th - 7th

TCS Installer Training

Middleton, WI

Contact your account manager or call TCS
to request more information or register.

TCS Insight


Software Download

Insight can be used to initialize and program thermostats and controllers, change the clock and occupancy schedules, and monitor input points in realtime.

Download Insight Software






Feel free to call us with any questions!

TCS Toll-free

1 (800) 288-9383 (press 2 for support)

Newest Videos