Brand new APC UPS arrived defective

[Anonymous user]

I just received an APC UPS. I can't use it because the black lead I'm supposed to connect to the battery is too short and won't reach the terminal. I gave it a tug to make sure that there isn't more wire bunched up on the other side, and there isn't.

Interestingly, the device came with a QA printout. But they can't possibly have tested it because it can't be connected to the battery.

[Erasmus_apc · Accepted solution]

Honestly, I believe that you would get a quicker resolution from our Technical Support phone line. Using the forums will take more back and forth questioning than a phone conversation, which is a primary reason as to why the forums are not typically the contact point we use for replacements. Call our primary line at 1-800-800-4272 and provide your model, serial #, and shipping details to one of our support representatives, who, if they are unable to help you over the phone to solve the issue, will create an RMA for the product then and there.

APC's RMA policy is "advance exchange" meaning that we will ship you your replacement first so you don't have to wait for it...but we will require that you send the defective product back to us afterward. If you just bought this unit very recently (within 30 days) we will give you a prepaid tag as well to pay for shipping cost.