AP9631 problem and strange support answer

[ckx3009_apc]

This was originally posted on APC forums on 4/3/2014

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Hello,

I recently bought an UPS, the model SMX750I.

Then I bought the AP9631 Network Management card: when trying to insert the card into the smart-slot of the UPS, I noticed that the plastic tabs of the slot enclosure were not aligned with the fissures on the card mask.

Then, searching on this forum, I found the topic APC9630 installation in SMT2200 where some users had the same problem and received from the support the answer "we just need to send you a new updated faceplate".

Very good, I thought.

I opened a case on the local support site (with a lot of troubles, because the form did not accept the "new line" or the " ' " characters) explaining the problem.

The answer, literally translated was: "Dear Mr, In this case you can proceed in an artisanal way. Thank you for your collaboration."

When I read that reply, my first thought was: "What!? Are you joking?? Are you kidding me??"

May be I'm wrong, but what I understood from that sentence was: "you can break the plastic tab or cut the metal faceplate".

And what if I send the UPS or the card for an RMA? The support could simply tell me that is broken and I cannot use the free warranty repair since I broke it myself....

I really hope that this is not the answer that a serious company would give to a customer who spent more than the sum (maybe low, but not for a SOHO user) of 650$ for the UPS and just a little less for the card.

How should I proceed now?

Waiting for your replies

Regards

Daniele

[BillP · Accepted solution]

This reply was originally posted by Angela on APC forums on 4/4/2014

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Hi Daniele,

I think you are looking at the wrong "serial number" sticker (which I know what one you're referring to. Can you get me the one that is 12 characters long where it lists AP9631 as the model? It is on the underside of the card. Something like BA09XX

Also, I will private message you to confirm the address where to send. I have someone in EMEA region that can ship you a faceplate