Service and Support
Service
If the unit requires service, do not return it to the dealer. Follow these steps:
1.Review the Troubleshooting section of the manual to eliminate common problems.
2.If the problem persists, contact APC Customer Support through the APC Web site, www.apc.com.
a.Note the model number and serial number and the date of purchase. The model and serial numbers are located on the rear panel of the unit and are available through the LCD display on select models.
b.Call APC Customer Support and a technician will attempt to solve the problem over the phone. If this is not possible, the technician will issue a Returned Material Authorization Number (RMA#).
c.If the unit is under warranty, the repairs are free.
d.Service procedures and returns may vary internationally. Refer to the APC Web site for country specific instructions.
3.Pack the unit properly to avoid damage in transit. Never use foam beads for packaging. Damage sustained in transit is not covered under warranty.
a.For the UPS, always DISCONNECT THE BATTERY before shipping in compliance with U.S. Department of Transportation (DOT) and IATA regulations. The battery may remain in the unit.
b.Internal batteries may remain connected in the XLBP during shipment, (if applicable, not all units have XLBPs).
4.Write the RMA# provided by Customer Support on the outside of the package.
5.Return the unit by insured,
Transport the unit
1.Shut down and disconnect all connected equipment.
2.Disconnect the unit from utility power.
3.Disconnect all internal and external batteries (if applicable).
4.Follow the shipping instructions outlined in the Service section of this manual.
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