19 990-7096 Rev. 2
Service and Transport If the UPS requires service do not return it to the dealer! Follow these steps:
1. Review the problems discussed in Troubleshooting, page 17, to eliminate common problems.
2. Verify that no circuit breakers are tripped – this is the most common UPS problem!
3. If the problem persists, call customer service, refer to How to Contact APC, page 3, or visit
the APC Internet website (www.apcc.com).
• Note the model number of the UPS, the serial number, and the date purchased. A
technician will ask you to describe the problem and try to solve it over the phone, if
possible. If this is not possible the technician will issue a Returned Material
Authorization Number (RMA#).
• If the UPS is under warranty, repairs are free. If not, there is a repair charge.
4. Pack the UPS in its original packaging. If the original packing is not available, ask customer
service about obtaining a new set.
Pack the UPS properly to avoid damage in transit. Never use Styrofoam beads for packaging.
Damage sustained in transit is not covered under warranty
5. Mark the RMA# on the outside of the package.
6. Return the UPS by insured, prepaid carrier to the address given to you by Customer Service.
Always DISCONNECT THE BATTERIES before shipping the UPS to avoid
damage during transport. (U.S. Federal Regulation requires that batteries be
disconnected during shipment.) The batteries may remain in the UPS; they do
not have to be removed.
This requirement applies whether the UPS is moved indoors or out, alone or
installed in an equipment rack or system.