Smart-UPS X-Series Operation14
Service and Support

Service

If the UPS requires service, do not return it to the dealer. Follow these steps:
1. Review the problems discussed in Troubleshooting in this 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 of the UPS, the serial number located on the rear side of the un it, and the date of
purchase.
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 UPS is under warranty, repairs are free.
d. Procedures for servicing or returning products may vary internationally. Refer to the APC Web site for country
specific instructions.
3. Pack the UPS in its original packaging. If this is not available, refer to www.apc.com for
information about obtaining a new set.
a. Pack the UPS properly to avoid damage in transit. Never use foam beads for packa gi ng . Damage sustained in
transit is not covered under warranty.
b. Always DISCONNECT THE BATTERY before shipping in compliance with U.S. Department of
Transportation (DOT) and IATA regulations. The battery may remain in the UPS.
4. Write the RMA# provided by Customer Support on the outside of the package.
5. Return the unit by insured, pre-paid carrier to the address given to you by Customer Support.

Transport the UPS

1. Shut down and disconnect all equipment connected to the UPS.
2. Shut down and disconnect the UPS from utility power.
3. Disconnect the UPS from all internal and external batteries.
4. Follow the shipping instructions outlined in the Service section of this manual.

APC Worldwide Customer Support

Customer support for this or any other APC product is available at no charge in any of the following ways:
• Visit the APC Web site to access documents in the APC Knowledge Base and to submit cust omer s upport
requests.
–www.apc.com (Corporate Headquarters)
Connect to localized APC Web sites for specific countries, each of which provides customer support
information.
–www.apc.com/support/
Global support searching APC Knowledge Base and using e-support.
• Contact the APC Customer Support Center by telephone or e-mail.
– Local, country-specific centers: go to www.apc.com/support/contact for contact information.
For information on how to obtain local customer support, contact the APC representative or other distributors
from whom you purchased your APC product.