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APC Claims Frustrating!

APC UPS for Home and Office Forum

Schneider Electric support forum for our APC offers including Home Office UPS, Surge Protectors, UTS, software and services and associated products designed to share knowledge, installation, and configuration.

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APC_USER_apc
Crewman
Crewman
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327

APC Claims Frustrating!

This was originally posted on APC forums on 10/28/2011


I purchased a four APC units to protect sensitive electronics throughout my house a few years ago. Earlier this summer we had a really bad thunderstorm and I had damage to my receiver, PVR cable box and TV from the storm. All the other electronics in the house on APC's backup power supply were fine, just the home theater setup got hit. I was standing in front of my TV when it was on and immediately it shut off, the APC unit alarm went off and I heard a loud thunderclap (all happened at the same time). Since then the HDMI ports on all three items stopped working. So I sent my APC unit in for testing (cost me $40 to ship), they have come back saying it's passed...however I am stuck here with a damaged electronics that I thought had coverage! I had a cable technician come in and test the HDMI ports of the existing cable box, receiver and TV. They were all damaged and confirmed by the cable technician. He offered to replace the receiver for no charge, so that was good news.

Now have any of you had problems with APC and their supposed coverage on equipment? The APC unit I purchased stated it has a $75,000 coverage protection guarantee. My claim is $1000 and APC won't cover it even though I can prove it is damaged and the damage has been confirmed by a cable technician. If I don't get restitution from the claims department I will be taking this to some media stations that deal with companies that don't honor their guarantees.


Accepted Solutions
APC_USER_apc
Crewman
Crewman
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327

Re: APC Claims Frustrating!

This was originally posted on APC forums on 10/31/2011


I have followed that EPP process to the T. The initial response after testing is that the APC power supply is fine and the assumption is that my electronics are too. Sorry I don't think so. I have submitted a rebuttal and got essentially the same response, that the APC unit is functional so my electronics must be fine too. I have submitted my second rebuttal last Friday. The unit I have has a lifetime guarantee of $75k "coverage".

I think the expressed warranty is a sham to make buyers feel secure in the APC product they are purchasing will protect their sensitive electronics from damage. The warranty is for the electronics being protected not the APC device protecting it! So only testing the APC unit will not determine if my current electronics are or are not functioning correctly. This process is extremely frustrating and it seems APC is just stalling out and hoping I don't press forward.

See Answer In Context

5 Replies 5
APC_USER_apc
Crewman
Crewman
0 Likes
0
327

Re: APC Claims Frustrating!

This was originally posted on APC forums on 11/4/2011


Thank you for looking into this. Kudos to APC for backing up their product and protection policy.

BillP
Administrator Administrator
Administrator
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327

Re: APC Claims Frustrating!

This reply was originally posted by Jonathan on APC forums on 11/4/2011


You are welcome, just make sure that you read what is on that letter and respond back if needed.

BillP
Administrator Administrator
Administrator
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327

Re: APC Claims Frustrating!

This reply was originally posted by Jonathan on APC forums on 11/1/2011


Good day Conrad,

I hope everything is well on your end. I have forwarded your concern to our Claims Team and the last update that I got is that they've sent you another mail via FedEx Overnight.

BillP
Administrator Administrator
Administrator
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0
327

Re: APC Claims Frustrating!

This reply was originally posted by Jonathan on APC forums on 10/31/2011


Hi Conrad,

I apologize for the inconvenience this has caused you. I believe what you have done before is filing an Equipment Protection Policy. Below are some helpful information when it comes to EPP.

[How to File an Equipment Protection Policy (EPP) Claim|http://nam-en.apc.com/app/answers/detail/a_id/1393/kw/equipment%20protection%20policy]
[Information about EPP|http://www.apc.com/support/service/equipment_protection_policy.cfm]

With your situation, if you have further questions about the decision that was made or do have other important notes that was not mentioned before when you filed for an EPP you can send a rebuttal letter and send it to our Claims Department via the different method outlined below.

Fax: 401-792-2340
E-mail: apcclaims@apc.com
Postal Mail:
American Power Conversion
Attn: Claims Department
132 Fairgrounds Road
PO Box 278
West Kingston, RI 02892

APC_USER_apc
Crewman
Crewman
0 Likes
0
328

Re: APC Claims Frustrating!

This was originally posted on APC forums on 10/31/2011


I have followed that EPP process to the T. The initial response after testing is that the APC power supply is fine and the assumption is that my electronics are too. Sorry I don't think so. I have submitted a rebuttal and got essentially the same response, that the APC unit is functional so my electronics must be fine too. I have submitted my second rebuttal last Friday. The unit I have has a lifetime guarantee of $75k "coverage".

I think the expressed warranty is a sham to make buyers feel secure in the APC product they are purchasing will protect their sensitive electronics from damage. The warranty is for the electronics being protected not the APC device protecting it! So only testing the APC unit will not determine if my current electronics are or are not functioning correctly. This process is extremely frustrating and it seems APC is just stalling out and hoping I don't press forward.