SURTD5000XLT - Broken

MarkGinger_apc · ‎2021-06-29

Hey Guys,

I tripped on the way to replacing a battery pack on our SURTD5000XLT and cracked the front control panel plastic and the bigger unit plastic. My manager is furious. Anyone know where I can get a replacement?

Thanks for the input.

Message was edited by: MarkGinger

BillP · ‎2021-06-29

Sorry, I thought CBM could sell the spare parts... I wish it were that easy.

While I'm sure there's plenty of stock in manufacturing facilities across the globe, all of the parts have already been allotted to constructing units once they reach the US for assembly & distribution. They're not sellable skus to keep stock on, and it didn't ship defective or break as a result of the unit itself. I'm sure if you really desperately need the part (it's more of an aesthetic piece so it doesn't "matter" so much, certainly not in terms of functionality anyway), tech support can get it to you assuming it's in warranty. You'll probably need to be patient though, since it would have to be ordered from manufacturing and wait until the next shipment comes in - maybe a couple of months. At least that's my understanding.

See Answer In Context

BillP · ‎2021-06-29

I'd try [Coastal Business Machines|http://www.buyupsonline.com/], 888-234-9877. They support RTs now.

MarkGinger_apc · ‎2021-06-29

Coastal Business Machines is useless and won't sell a single part to anyone. What's a person supposed to do replace a broken cover? Spend 5K on another unit? Should we be sending the unit to CBM for "service".

BillP · ‎2021-06-29

is the unit in warranty? if it is just a broken bezel/cover, you can ask tech support if they have a spare once you verify what the actual broken parts are.

MarkGinger_apc · ‎2021-06-29

Tech support is much more helpful than CBM. They did look into it, however it seems APC is completely out of stock on most covers and they're not getting any more in. Aren't companies supposed to carry replacement parts for their items?

BillP · ‎2021-06-29

Sorry, I thought CBM could sell the spare parts... I wish it were that easy.

While I'm sure there's plenty of stock in manufacturing facilities across the globe, all of the parts have already been allotted to constructing units once they reach the US for assembly & distribution. They're not sellable skus to keep stock on, and it didn't ship defective or break as a result of the unit itself. I'm sure if you really desperately need the part (it's more of an aesthetic piece so it doesn't "matter" so much, certainly not in terms of functionality anyway), tech support can get it to you assuming it's in warranty. You'll probably need to be patient though, since it would have to be ordered from manufacturing and wait until the next shipment comes in - maybe a couple of months. At least that's my understanding.