Warranty Coverage Help

[Anonymous user]

Does anyone have any experience or know how APC typically covers their claims on damaged hardware that was plugged into an APC UPS? Mostly for Home/Office. For example, what does “Lifetime: $100,000” mean? Does that mean at any time in history if, due to the UPS failure (and how do you determine THAT), the hardware dies (after an electrical storm?), they will cover the hardware up to $100,000? What about labor or downtime?

I’d also be interested in any loop holes that might get me in trouble down the road. Eg. not registering the hardware, not having a receipt, or having too many devices plugged in. What are common pitfalls I might avoid?

Thanks in advance for any help!

I did find the following link, but it had few related comments:
http://forums.isxusergroups.com/thread.jspa?messageID=351ş

[Anonymous user]

For the record, another month has nearly passed, and still no news regarding my claim.

jason

[BillP]

hi jason,

i checked the claims status and I see a letter was mailed out on 10/27 to you via snail mail.

i assume you will need it resent or faxed or I can email it to you.

let me know what you'd like to do.

[Anonymous user]

Would anyone else have any personal stories they could relay? I was hoping to get more information. Thanks.

[Anonymous user]

How do they know? APC reserves the right under conditions of your EPP to ask for the damaged equipment and the involved UPS to be returned to them for autopsy and from there, it's their discretion. I have no personal experience in their discretion.

The EPP isn't really a warranty and if they find non APC parts, like generic cable or non-APC battery pack, they can deny your claim.

Under Magnuson-Moss act, the regular warranty that applies on your UPS for 3 years is unaffected by the use of non-OEM parts. The onus is on APC to prove that your non-OEM part was the cause of the failure.

[Anonymous user]

FYI

The warranty coverage in my case was fine.
After a power surge event, my BE550R was damaged and so was my computer equipment.
The BE550 was replaced promptly.

As for the EPP, that is futile. My 'backdoor' was physically disconnected. Even so it has a surge suppressor that has a large copper cable to earth ground, so my backdoor is sound in any event.
My BE550 at least had suffered a UPS port failure as the powerchute lost comms.
Now, I filled out all the paper work and sent the unit back at great expense (it's heavy).
I faxed AND mailed the paper work actually.
Weeks and weeks later, nothing. My email address/phone/mailing address are all over the paper work, and I get no response to my claim.

I presume they consider the case closed then. Fine. At least have the courtesy of letting me know.
As far as I'm concerned, the product does nothing for surges, and I can only use it as an UPS.

regards jason

epp# 1-697829702

[BillP]

hi jason,

i checked into the status of your claim. it is not closed yet. i will ask the claims department to follow up with you on the most detailed current status. i apologize for the delay but i cant speak for what the current status since I am not in the claims department. either they or I will contact you back as soon as we get an update - which should be Monday, 10/27.

thanks! let me know if you need anything else.

[BillP]

hi jason,

claims told me that your UPS will be tested within 2-4 days and a decision letter (whether the claim is denied or rejected) will be issued 1-2 days after testing. if you don't agree with the decision, you can always submit a rebuttal.

ill also email you this info just incase.

[Anonymous user]

The Notorious K.M.P.: Thanks for your reply. I've seen Ethernet problems like this before. Aside from local protection, do you know what protection you can do on the backend? Say, with the switch or router?

[TheNotoriousKMP_apc]

I'll let other end-users post about their experience about handling an EPP claim. However, I will address your outlook on loopholes that other customers tend to overlook.

The key thing is, Protect your backdoor.

If you have a PC hooked into a UPS, but don't have Cat5 protection, the surge CAN and commonly does come through the data line and blows the motherboard out that way.

If you are using it in conjunction with a TV, make sure there's coaxial protection. A surge is more likely to come through a lesser known source like a coax or Ethernet line than attack directly through a power line.

[TheNotoriousKMP_apc]

Joshua,

One concept you can implement in a larger scale environment is use of APC's ProtectNet Rackmount surge products. Here's the breakdown:

ProtectNet Rackmount Chassis:
http://www.apc.com/resource/include/techspec_index.cfm?base_sku=PRM24

ProtectNet Rackmount Digital Surge Module:
http://www.apc.com/resource/include/techspec_index.cfm?base_sku=PDIGTR

ProtectNet Rackmount Coaxial Surge Module:
http://www.apc.com/resource/include/techspec_index.cfm?base_sku=PVR

[Anonymous user]

Any further follow up?

[BillP]

follow up on what?

[Anonymous user]

Sorry, forgot to add quotes.

Follow up on the claim status for this user's EPP.

Assuming he did not receive the letter, what other users would like to know is whether his claim for equipment protection was approved and he will be reimbursed some dollar amount for damages?

Actual specifics not needed. I have searched for EPP reports on the Internet and find very few discussions, regardless of credibility, regarding any customers getting some form of reimbursement for EPP claims, whether its by APC or others.

The last post was Nov 26, 08.

i picKed a winna wrote:
hi jason,

i checked the claims status and I see a letter was mailed out on 10/27 to you via snail mail.

i assume you will need it resent or faxed or I can email it to you.

let me know what you'd like to do.

Message was edited for typos by: saturation

[BillP]

oh, ok i understand.

i can only say that APC had record of a letter being sent out and that i notified jason of that.

i can not tell you any other details of the claim - jason can respond if he wants to on that.

FYI on the claims process:
APC replaces the APC unit involved in the claim immediately, regardless of age (as long as the EPP is lifetime on that product which i think they all are), and then sends a questionnaire to the end user asking for details based on what happened. we then have the user ship back the APC unit so that APC has a chance to test it and then based on those findings, APC will either deny the claim with reasoning, or give a check for the fair market value for whatever was damaged by the failed unit. if one does not agree with the decsion, there is always a rebuttal process for you to respond and work with the claims department further.

let me know if you have any questions.

[Anonymous user]

Thank you. YOU GUYS ARE GREAT. I've worked with large companies all my life, and never had a group like here. You have certainly made me feel loyal and welcome to APC.

i picKed a winna wrote:
oh, ok i understand.

i can only say that APC had record of a letter being sent out and that i notified jason of that.

*> i can not tell you any other details of the claim - jason can respond if he wants to on that.*

yes not trying to violate any privacy, just finding out if it was resolved in his favor or not.


>

FYI on the claims process:
APC replaces the APC unit involved in the claim immediately, regardless of age (as long as the EPP is lifetime on that product which i think they all are), and then sends a questionnaire to the end user asking for details based on what happened. we then have the user ship back the APC unit so that APC has a chance to test it and then based on those findings, APC will either deny the claim with reasoning, or give a check for the fair market value for whatever was damaged by the failed unit. if one does not agree with the decsion, there is always a rebuttal process for you to respond and work with the claims department further.

let me know if you have any questions.

Most helpful!

[BillP]

Customers are given the actual results for the entire array of IEEE tests performed on the APC equipment in any case. Every unit is bench tested by qualified engineers in the United States. The volume of pending EPP claims directly affects the turn-around time.

Claims status is always available by calling APC Tech Support, toll-free 800 890 4272.

[Anonymous user]

When you say, bench tested, you mean a post mortem for the product damaged and covered by the EPP, not the APC product?

Thank you, JM.

JoeMomma wrote:
Customers are given the actual results for the entire array of IEEE tests performed on the APC equipment in any case. Every unit is bench tested by qualified engineers in the United States. The volume of pending EPP claims directly affects the turn-around time.

Claims status is always available by calling APC Tech Support, toll-free 800 890 4272.

[BillP]

no, he means the APC unit is ALWAYS tested and results provided to a customer. in rare circumstances though, if needed, APC asks for the damaged equipment back to be tested as well.

[Anonymous user]

Thank you, the APC unit that is being returned for damage is always tested to determine what is wrong with it. If this is right, you needn't reply.

EPP response time depends on the current 'work load' of whomever is in charge.

i picKed a winna wrote:
no, he means the APC unit is ALWAYS tested and results provided to a customer. in rare circumstances though, if needed, APC asks for the damaged equipment back to be tested as well.

Message was edited by: saturation

[Anonymous user · Accepted solution]

For the record, I never received a letter regarding my claim.

I assume it was denied. I don't know why.

I lost equipment connected to the APC UPS and I was never compensated.

Jason