How to Contact Support

To help us serve you more efficiently, please follow these guidelines when contacting support: 

1. Send new requests to only one AAON support email address. If necessary, our team will reroute your request internally to the appropriate department. Do not copy multiple AAON recipients on new requests, your request will not be seen.  
2. Do not reply to a closed ticket. Once closed, the AAON team will not see your reply. 

Below, you’ll find detailed information about the various support teams available to assist you, including the specific purposes they serve, common inquiries they handle, and the best ways to contact them. Each department is dedicated to providing expert assistance in their respective areas, and understanding which team to reach out to will help expedite your resolution. Review the descriptions below to identify the right support team for your needs. 

Mechanical Tech Support 

Purpose 
This team handles issues related to units that have left the factory, including: 

• Unit operation concerns 

• Damaged units 

• Failed components 

• Troubleshooting 

• VFD issues 

Common Inquiries 

• Unit not operating as expected and requires technical assistance. 

Contact Methods 

• XOI – Preferred for Representatives 
  XOI tickets are prioritized.
• Phone – Preferred for General Inquiries
  Best for on-site troubleshooting, especially when standing in front of the unit. 
  Phone: (918) 382-6450 
• Email – Best for In-Depth Questions 
  Recommended if you're not on-site or need detailed technical assistance beyond standard troubleshooting. 
  Email: technical.support@aaon.com 

Who Can Contact This Team 

• Anyone requiring technical support can reach out. 

 

Controls Tech Support 

Purpose 
This team assists with configuring and troubleshooting unit controls, including: 

• Configuration adjustments to address existing issues 

• Guidance on setpoint functionality and impact on performance 

• Step-by-step instructions and software files for updates 

• Assistance with monitoring issues after update is performed 

• Control board replacements, including case number issuance 

• Providing technical documentation (tech guides, software files, wiring diagrams, etc.) and external device information like MTSE configuration documents.  

Common Inquiries 

• Alarms on control boards (e.g., communication failures, sensor issues) 

• Mechanical components not being controlled properly (e.g., supply fan cycling, compressors running out of range) 

• Questions about sequence of operations for control boards 

• Software updates or obtaining software information 

• Requests for unit or control board documentation 

• Help with BACnet configuration and third-party control integration 

Contact Methods 

• XOI – Preferred for Representatives 
  XOI tickets are prioritized. 

• Phone – Preferred for General Inquiries 
  Best for on-site troubleshooting, especially when standing in front of the unit. 
  Phone: (918) 382-6450 

• Email – Best for In-Depth Questions 
  Email: controls.support@aaon.com 

Who Can Contact This Team 

• Anyone needing technical support can reach out. 

• Qualified HVAC technicians are required for in-depth troubleshooting. 

 

Warranty Support 

Purpose 
This team handles warranty-related inquiries, including: 

• Filing claims for covered replacement parts 

• Assisting with labor reimbursement 

• Locating previous orders for warranty verification 

Common Inquiries 

• Submitting warranty claims 
• Questions about covered parts and labor reimbursement 

Contact Methods 

• XOI – Only Method to Submit a Claim 
• Email – To Inquire About a Claim 
  Email: warrantyorders@aaon.com 
  Allows for clear communication with photos to document the issue. 
• Email – Warranty Labor Billing or Warranty Credit Requests
  Email: WarrantyAdmin@groups.aaon.com 
• Email – Warranty RGA Questions or Requests
  Email: RGA@AAON.COM
  
  

Who Can Contact This Team 

• Only AAON Representatives 

Customer Service Support 

Purpose 
This team assists with inquiries related to: 

• Ship dates and scheduling 

• Premium requests and expedited orders 

• Production swaps and order modifications 

• Address and contact updates 

• Freight changes and shipping adjustments 

Common Inquiries 

• Ship date confirmations and updates. 

Contact Methods 

• Email - Preferred for Documentation
  Email: customerservice@aaon.com 

• Phone 
  Phone: (918) 382-6430 

Who Can Contact This Team 

• Only AAON Representatives

Order Entry Support 

Purpose 
This team assists with inquiries related to new orders, revisions, ACP release orders, and tax adjustments. 

Common Inquiries 

• New orders and revisions 

Contact Methods 

• Email – Preferred for All Requests 
  Email: aaonorders@aaon.com 

Who Can Contact This Team 

• Only AAON Representatives
  
  

 

ECat Support 

Purpose 
This team provides support for ECat inquiries, including unit configurations and selections. 

Common Inquiries 

• Issues or bugs with ECat unit selections  

• Login issues 

• Forecasting issues 

Contact Methods 

• Email:  ecatsupport@aaon.com  

Who Can Contact This Team 

• Only AAON Representatives
  
  

 

Controls Sales Support 

Purpose 
This team assists with: 

• Control Order Entry 

• Control Sales 

Common Inquiries 

Control Order Entry 

• Ordering AAON factory Controllers, Modules, System Managers, Sensors, and Xtend upgrades. 

• Updates on order status. 

• Resolving issues related to orders. 

• Order changes or cancellations. 

Control Sales  

• Help with understanding Sequence of Operation 

• Pricing for AAON factory Controllers, Modules, and Sensors 

• Review mechanical project specifications and plans for control compliance or exception 

• Assistance with designing and quoting a VAV \ VVT control system 

• Consultation on AAON Controls Capabilities and BACnet integrations 

Contact Methods 

• Email  

For Controls Order Entry 
Email: control-orderentry@aaon.com  

For Control Sales 
Email: parkville.sales@aaon.com 

Who Can Contact This Team 

For Controls Order Entry 

• Approved Reps 

• Contractors 

• Designers 

• Owners 

• Facility Maintenance Personnel 

• System Integrators 

• Internal AAON Personnel 

For Control Sales 

• Approved Reps 

 

Xtend Program Support 

Purpose 
This team supports Xtend program inquiries, including: 

• Getting a quote to update controls in an AAON unit. 

• Initial startup support on upgraded units. 

Common Inquiries 

• Assistance with determining eligibility for controls upgrade  

• Pricing and parts details for upgrading unit  

• Scheduling startup support for Xtend upgrade 

• Guidance on the process and requirements for an Xtend upgrade 

Contact Methods 

• Email  
  Email: xtend@aaon.com 

Who Can Contact This Team 

• AAON Equipment Representatives 

 

Parts Sales Support 

Purpose 
This team assists with part identification, order tracking, and lead time questions. 

Common Inquiries 

• Lead time inquires on parts 

• Assistance with locating costs for specific part number 

• Order status for order 

Contact Methods 

• Email – Preferred Method 

Preferred because some phone calls require additional work which requires an email response back.  

Email: parts@aaon.com 

• Phone 

Phone: 918-382-6400 

Who Can Contact This Team 

• Anyone can contact this group; we will direct them accordingly if it’s outside our scope. 

 

Applications Support 

Purpose 
This team supports AAON Representatives with pre-sales inquiries and special pricing authorizations. 

Common Inquiries 

• Questions about unit features and SPA requests. 

• Help with ECat equipment selections  

Contact Methods 

• Email  
  Email: aaonapps1@aaon.com 
  All request require ECat selection files (.aefx) to accompany it.   

• Phone 
  Phone: (918) 382-6274 

Who Can Contact This Team 

• Only AAON Representatives, though conference calls involving engineers, contractors, or end customers may be arranged with the Representative present.