H10 Surge claim Denied.

[Anonymous user]

it is such a shame, I have been using apc products for awhile and intrusted my theater equipment to one of the h10 units. this unit claims lightning surge protection, over voltage shutdown, a let through voltage of <40, etc... sadly during a storm recently I had a surge damage a motorized screen controller, low voltage lightning transformer and to my surprise, two major pieces of equipment on the H10 unit. I called CS and went through the trouble shooting procedure, then filed a claim and everything was handled quite well. new unit arrived and was actually a bit dirty, no problem however seems to work great. sent my old unit in for testing and a month later received a letter with the test results saying that my claim was being denied and that the unit was functioning properly.. and yet the test results showed the highest let through voltage as 536vac well above advertised, then the lowest let through voltage, 56vac... still 16v higher than advertised.. I was amazed.. a furman unit in another rack managed to shut down safely and prevent harm, two other damaged products in addition to those connected to the H10 and yet the claim was denied! I can certainly see how 536 volts could do some damage, as well as 56 volts over 120. and yet no wrong doing on the part of the unit was found.

I frequently recommend these and other apc units personally and professionally and sadly cannot see how I can continue to do so. if the unit was in fact functioning as designed I can only draw a conclusion that it was not designed to work. these test results have made me lose trust in these units for surge protection and now I must eat the cost of replacing and repairing vital pieces of my home theater.. I am disappointed to say the least.

this indecent has certainly made quite a few in the home theater market place question the claims of these devices and I for one cannot blame them.

Message was edited by: JTD

[BillP]

don't be afraid to submit a rebuttal to your claim being denied. i don't know the exact circumstances but i believe there is a procedure for that.

[BillP]

Hello,

Just like what i_picked_a_winna has said, you could file/send us a rebuttal letter. There is not actual format needed for the rebuttal letter but if you do have new information that may have not been submitted or you haven't informed customer service when the claim was first evaluated, please do include that on your letter.

The rebuttal letter can be sent to:

American Power Conversion
Attn: Claims Department
132 Fairgrounds Road
PO Box 278
West Kingston RI 02892

It can be faxed to: 401.792.2340 or e-mailed to: apcclaims@apc.com

Note: Do not forget to include the claim number that was given to you before.

[Anonymous user]

sent my rebuttal via E-mail and mill be sending a hard copy as well..

[BillP]

Thanks JTD,

It will be reviewed by our Claims team.

[Anonymous user]

Received an email response to the rebuttal this morning and have already faxed back my reply. Thank You for the assistance.

[Anonymous user]

I just had a Tieline Broadcast modem device connected to an APC ups with the phone line connected through the line protection on the APC
destroyed. It has already been sent to Tieline for repair but I am wondering if I can still file a claim with APC for the repair costs on this.
We don't have the time to send the equipment to APC.

[BillP · Accepted solution]

i dont think you'll be able to file a claim unless you give us a chance to analyze the UPS or other APC device so that we can see if there was an issue with it or not. via the claims process, when you ship your APC unit to us, we will send out a replacement regardless whether or not your claim is accepted/denied for repair costs.