Standard delivery time for warranty parts

[JuergenB]

How long is the usual delivery time for a replacement battery for
APC SmartUPS 3000 products that are still under warranty?

APC does not appear to have any spare parts in stock for the low-cost series?

Are Eaton's products or services better positioned in this regard?

Are there any reports on the delivery of spare parts during the warranty period?

[Teken]

Unless you have maintenance agreement that calls out the SLA.

There isn’t a public facing turn around time from the time of submission vs receipt of the part.

It depends highly upon what the item is say a RBC vs a RMA for an entire UPS. Accessories such as cables, rails, sensors, vary greatly based on availability and shipping location.

What exactly are you looking for?!? If it’s a RBC you can order one from any online authorized reseller.

It makes a lot more sense financially and logistically to rebuild the RBC with quality HR cells which assures (Just in time) use and deployment.

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[JuergenB]

The Smart-UPS X 3000V is still under warranty and the battey failed after 1 year.

Schneider Suppurt informs me that there are no replacement batteries available throughout the entire Schneider Logistics company.
Replacements are expected to arrive in 4-5 weeks.

There is also no contact person, except for an email address.

Even the Schneider ticket system is unable to offer APC tickets.

Furthermore, no one at Schneider or APC can provide access to the ticket system.

It seems to me that Schneider has no interest in APC.

There is no contact person for complaints to support, only this one email address.

It seems to me that there is only one support employee.

This is a poor reflection of support.

[Teken]

What is the exact APC UPS SKU?!? SMT, SMX, SRT, SAU, SURT, SURTD, etc?!? A 4-5 week lead time seems unlikely for a RBC. But, than again it depends upon the region and the person you’re engaging with. 🤦‍♂️

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[JuergenB]

This must be one of the rare APC UPS units, the model name is SMX3000RMHV2UNC.

These rare variants have an rare RBC117 installed.

In addition, support here in Germany is only available from Schneider Electric.
The only way to contact them is by telephone or email.

The contact person is not very cooperative and does not seem to stand behind the product.

I am then told that they are sorry and hope for my understanding.

Support also does not respond to enquiries and remains silent.

Well, this is also a way to scare customers away and drive them to competitors.

Broadcom has already done this with VMWare.

[Teken]

This appears to be regional issue in Germany. As the RBC 117 is available for purchase and shipping directly from APC / Schneider’s own website in North America?!?!

I have to assume this is because there are multiple channels and they place priority on selling a $529.XX RBC instead of giving one away for warranty. 

I suggest you request this issue be escalated. 

Regardless, if this is for a mission critical installation I would either purchase the same via authorized seller or rebuild the pack myself.

Which is the preferred method for us as this assures just in time inventory, storage, quality, and just in time use / deployment.

Otherwise it’s just a hurry up and wait. 🤦‍♂️

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