Reliability issues with new Data Center equipment (anyone care?)

[Ketchup_apc]

This was originally posted on APC forums on 11/24/2008

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Hi all.
I couldn't find any contact info for someone "higher up" in APC so I'm posting this here.

We had our InfraStruXure Data Center equipment installed in our new office in July (the rep started the systems mid-July). Since then we've had the following systems fail:

1. InfraStruXure Manager died the first week of use. They sent a replacement.
2. Netbotz 420 had a bad temp sensor out of the box. They sent a replacement.
3. One of my InRow SC cooler had a bad valve less than a month ago. They came out and replaced it and added refrigerant.
4. On Thursday, one of the Intelligent Power Modules in my Symmetra PX 20Kva died. A replacement is on its way.

So in four months I've had four failures. Yes, they've all been fixed under warranty. The issue is reliability. Why do I have to worry about these systems now? APC has ALWAYS been perfect with their products. This is why I chose the data center solution. I never had to worry about the three SmartUPS 7500 & 8000XL or any of the smaller UPS devices. They just ran.

I guess I'm just a bit ticked off that the equipment built to protect my larger data center seems less reliable than the stuff I installed into the bottom of a server rack just last year. Now I have to be concerned that on any given day an AC unit could fail or my UPS could have major issues and go into bypass or worse.

Anyone have these issues? Anyone get any kind of reassurance or an extension of warranty on failed systems?

[Cap1_apc]

This was originally posted on APC forums on 11/25/2008

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Hi,

I am saddened to hear of your issues. APC takes our product reliability very seriously. Because every single one of your failures falls within a different product family, I've sent an email to a few people internally at APC to see if we can get together all the facts of your cases. I just wanted to inform you that we are looking at this post. Thanks for letting us know about the displeasure.

[Cap1_apc · Accepted solution]

This was originally posted on APC forums on 11/25/2008

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Brian,

You should be hearing from an APC representative in our escalation group shortly. He will give you a plan of action that we've come up with.

Thanks,

Ryan