Technical Support & Obtaining Replacement Module
To obtain a replacement module or for technical assistance, contact APC technical support. A technician can help diagnose a problem over the telephone and can facilitate obtaining replacement modules.* When contacting APC, be prepared with the following information:
νIn the event of a module failure, the PowerView may display additional “fault list” screens. Press any key to scroll through these fault lists, record the information, and relay it to the the technical support technician.
νIf possible, call APC technical support from a telephone that is within reach of the SymmetraTM PowerView. This will aid in using the PowerView to gather and report additional information to the technician.
νBe prepared to provide a detailed description of the problem. A technician will help you solve the problem over the telephone if possible or will give you a Return Material Authorizaton Number (RMA#). If a module is returned to APC, this RMA# must be clearly printed on the outside of the package.
νIf the SymmetraTM is within the warranty period, repairs will be performed free of charge. If it is not within the warranty period, there will be a charge for repair.
νIf the SymmetraTM is covered by an APC PowerPlan Service Product, have that information available to give to the technical support technician.
Returning Modules to APC
To return a failed module to APC, pack the module in the original shipping container, and return it by insured, prepaid carrier. The APC technician will provide the address. If you no longer have the original shipping mate- rials, ask the technician about obtaining a new set. It is very important that you pack the module properly to avoid damage in transit. Never use stryrofoam beads or other loose packaging materials when shipping a mod- ule. The module may settle in transit and become damaged. Enclose a letter in the package with your name, RMA#, address, a copy of the sales receipt, description of the trouble, a phone number, and a check (if necessary.) Note: Damages sustained in transit are not covered under warranty.
*If a service contract was purchased from another service provider, contact the service provider for replacement modules and technical assistance.
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