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Broken UPS - RMA experience with APC (Schneider-Electric) (lemmy.world)

submitted 2 days ago by WereCat@lemmy.world to c/hardware@lemmy.ml

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Hi, hopefully this isn't breaking any rules. I just wanted to show my experience with APC RMA process as UPS tends to be quite niche topic and this is also my first UPS so I had no prior experience with any other companies.

I've bought APC Back-UPS Pro 1500 in 10th of July 2022 and recently (early this July) it stopped switching to battery, it showed F02 error instead and immediately shut off the moment a power cut off.

1.) Getting hold of support, very difficult. Most of the links on the website were broken with error "under maintenance" took me around 1 week of trying to be able to contact anybody (I finally managed to get a phone number).

2.) Contacting support - the guy on phone told me where to e-mail my issue.

3.) E-mail - responded within 3 days. Told me the battery is likely bad and sent me a new battery free of charge which arrived another 3 or 4 days later. Also provided link with guide on how to properly reset the UPS (link was broken).

Unfortunately, battery wasn't the issue. I've e-mailed back ASAP after I've tried the new battery. They responded within a day and sent me a whole new UPS replacement (with battery) which just arrived (works).

They will come to pickup the new battery and old broken UPS in the next 2 days. (Free of charge shipping both ways).

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[–] BlackEco@lemmy.blackeco.com 4 points 2 days ago

I had a similar experience a year ago, getting hold of the right phone number was hard, but once I was able to speak to a rep, all went smoothly and the replacement was shipped very quickly.

[–] Mugmoor@lemmy.dbzer0.com 1 points 1 day ago

Maybe post the phone number so others have a better chance of finding it in the future? My Battery is due to be changed soon and it sure would be handy.