SYMMETRA PX 10KW POWER MODULE, 400V Emitting smoke

[Anonymous user]

I am wondering how comon this type of issue is and how we can go about getting our voice heard by someone at APC.
We had no warning from Infrastruxure manager that there was a fault.

We had some drama last week when our smoke alarms picked up a problem in our server room causing the evacuation of our 9 storey building.
I entered to find smoke puffing out of the back of one of the Power Modules.

It took two engineer visits a week apart, a week in bypass mode a set of incorrect parts (which took 3 days to arrive) and more smoke to finally establish that a power module had failed see attached.

[Anonymous user]

Hello is there any possibility you could give me contact details for somone at APC in the UK.
I am continuing to receive a, frankly, appalling level of service.

[upsguy_apc]

At any point during these service visits have you been given a case number? It should start out with C1-

[Anonymous user]

Clarkson, we are not seeing any improvement in the deliverables.
We have access to a new Service team manager who is trying to be helpful.
However we have been waiting for a spare part for a new issue since the 7th of July.
A replacement arrived on site last week which turned out to be faulty.

There are no other instances of this spare in the UK.
It's impossible for me to accept that more can't be done to resolve our problem.
Despite the enthusiasm of the new service team manager gaps between updates are long and most importantly my problem is not fixed.

Message was edited by: sid_day

[upsguy_apc]

This sounds like an unfortunate failure. May I ask why you had to spend a week in bypass? Do you not have any redundant power modules? Did the power module report that it was faulty after the smoky incident?

[Anonymous user]

APC advise parts delivery on Thursday 17/06/10 😐
No engineer available currently to do the install. :0

[Anonymous user · Accepted solution]

I am wondering how comon this type of issue is and how we can go about getting our voice heard by someone at APC.
We had no warning from Infrastruxure manager that there was a fault.

We had some drama last week when our smoke alarms picked up a problem in our server room causing the evacuation of our 9 storey building.
I entered to find smoke puffing out of the back of one of the Power Modules.

It took two engineer visits a week apart, a week in bypass mode a set of incorrect parts (which took 3 days to arrive) and more smoke to finally establish that a power module had failed see attached.