[OPLINTECH] Ask APC: Warranty replacement (#2788-391968246-9855)

Thu Nov 21 15:02:29 EST 2013

Please stop wasting my time with silly questions.

My initial request gave you enough details to decide the units failed.
Go to the bottom of this email and read it.

With the same type request Tripplite immediately placed an order to send 5 
replacement surge protectors.

NET7's are about $25 each.
Do you really want to forfeit future sales of UPS's, batteries, surge protectors 
for $75 ?

*Elizabeth and Lauren* as you are in Schneider Media & Press Relations possibly 
you need to know how APC support is operating.
BTW     OPLINTECH is the list server for State Of Ohio Public Libraries.

Oh Yes. The smoke was Scarlet & Gray and formed the letters OSU. _NOT_ !

Thanks for your support.
Email Signature

R. W. (Bob) Neeper
Community Library  <http://sunbury.cool-cat.org>
44 Burrer Dr.Map  <http://maps.google.com/maps?q=40.243961,+-82.863007>
Sunbury, Oh 43074
Tel:  (740)-965-3901

cool-cat.org  <http://info.cool-cat.org>

On 11/21/2013 1:41 PM, APC by Schneider Electric wrote:
> Recently you requested personal assistance from the Schneider Electric 
> Customer Care Center through our on-line support center supporting APC 
> products. Below is a summary of your request and our response. We will assume 
> your issue has been resolved if we do not hear from you within 21 days. Thank 
> you for allowing us to be of service to you 
> ---------------------------------------------------------------------------------------------------- 
>
>
> Hello Bob,
>
>
> Thanks for the update.
>
>
> I sincerely apologize for the inconvenience caused to you . I see that after 
> plugging the unit to wall outlet the units made bang noise with a puff smoke, 
> my concern is that any damage happened occurred to the connected equipment and 
> was any harm occurred to you .
>
>
> It would be greatly appreciated if you help me with below details so I can 
> consult my next level support how to proceed with this case as you are 
> mentioning that the unit did loud bang with a puff of smoke and tripped the 
> breaker.
>
>
>
> 1. Confirm sequence of events; i.e., what happened?
>
> 2. Was there any foul weather that you think led to this event. If so, what 
> was it?
>
> 3. What was the date of the event?
>
> 4. Has the site wiring fault light been on at any time?
>
> 5. Where is surge protector located / is there adequate ventilation?
>
> 6. What are equipment usually connected to the Surge Protector ?
>
> 7. Please confirm any damage to connected equipment?
>
> 8. You said that as soon as equipment connected to wall outlet there was an 
> pop up sound and loud bang with a puff of smoke and tripped the breaker. Can 
> you please let me know the color of the smoke , whether it was white, gray or 
> black?
>
> 9. Any harm occurred to you ?
>
>
> Also please confirm me the below details :
>
>
>
> Contact name: Bob Neeper
>
> Company name: Community Library
>
>
> Phone #:
>
> Fax #:
>
>
> E-mail address: neeperro at oplin.org
>
> Shipping address:
>
> Attn: Bob Neeper
>
> Community Library
>
> 44 Burrer Drive
>
> Sunbury, Ohio 43074
>
>
> Mailing address (if different from shipping address):
>
>
>
> Model of Surge Protector : NET7 serial number 4Z0641P44891,
>
> NET7: serial number 4Z0808P97431,
>
> PH8VT3 :serial number 4Z0625P33152.
>
>
>
> I look forward to hear from you .
>
>
> Thank you
>
>
>
>
>
>
>
> _____________________________________________________________________________________
>
> *Sriharsha Sathyanarayana*  | *Schneider Electric *
> *Site:*www.schneider-electric.com <http://www.schneider-electric.com>
>
> -----Original Message-----
>
> From: Bob Neeper (neeperro at oplin.org)
>
> Sent: Nov 21, 2013 8:38:22 PM
>
> Subject: Re: Ask APC: Warranty replacement (#2788-391968246-9855)
>
>
> I actually confirmed the units did not work as mentioned in my original request.
>
> But possibly I wasn't clear enough.
>
>
> So: Following your request, at the risk of damage to our building, or other
>
> equipment, I plugged in each one and turned it on.
>
> One made a snap, crackle pop noise.
>
> One did nothing.
>
> One made a loud bang with a puff of smoke and tripped the breaker.
>
> (I'll let you know if any building equipment was damaged while performing
>
> your request)
>
> None would provide AC to the protected outlets.
>
> So again I have confirmed these 3 units are bad.
>
>
> I also re-confirm, no connected equipment appears to have been damaged thanks to
>
> the surge protectors seeming to function as specified.
>
>
> BTW
>
> We also had some TrippLite surge protectors in use.
>
> My same type email to them resulted this immediate response.
>
> *Your replacement order number is (blanked out by me). You should receive your
>
> warranty replacement units within 7-10 business days.*
>
>
> Thanks for your support.
>
> Email Signature
>
>
> R. W. (Bob) Neeper
>
> Community Library <http://sunbury.cool-cat.org>
>
> 44 Burrer Dr.Map <http://maps.google.com/maps?q=40.243961,+-82.863007>
>
> Sunbury, Oh 43074
>
> Tel: (740)-965-3901
>
>
> cool-cat.org <http://info.cool-cat.org>
>
>
> On 11/20/2013 5:46 PM, APC by Schneider Electric wrote:
>
> > Recently you requested personal assistance from the Schneider Electric
>
> > Customer Care Center through our on-line support center supporting APC
>
> > products. Below is a summary of your request and our response. We will assume
>
> > your issue has been resolved if we do not hear from you within 21 days. Thank
>
> > you for allowing us to be of service to you
>
> > 
> ---------------------------------------------------------------------------------------------------- 
>
>
> >
>
> >
>
> > Dear Robert,
>
> >
>
> >
>
> > Thank you for contacting Schneider Electric. You have reached APC's customer
>
> > care center e-mail support. I would be happy to assist you.
>
> >
>
> >
>
> > I see that you are looking for the warranty replacement for the surge
>
> > protector. I would certainly help you out with this.
>
> >
>
> >
>
> > Robert, can you please check whether the units that is under question is works
>
> > fine when it is directly connected to wall outlet. Also please confirm whether
>
> > is there any damage to connected equipment other than PC.
>
> >
>
> >
>
> > I look forward to hear from you .
>
> >
>
> >
>
> >
>
> > Thank you for choosing Schneider Electric!
>
> >
>
> >
>
> >
>
> > 
> _____________________________________________________________________________________ 
>
>
> >
>
> > *Sriharsha Sathyanarayana* | *Schneider Electric *
>
> > *Site:*www.schneider-electric.com <http://www.schneider-electric.com>
>
> >
>
> > -----Original Message-----
>
> >
>
> > From: neeperro at oplin.org
>
> >
>
> > Sent: Nov 21, 2013 1:05:30 AM
>
> >
>
> > Subject: Ask APC: Warranty replacement
>
> >
>
> >
>
> >
>
> > First Name: Robert
>
> >
>
> > Last Name: Neeper
>
> >
>
> > Email Address: neeperro at oplin.org
>
> >
>
> > Phone Number: 7409653901
>
> >
>
> >
>
> > Category: Other
>
> >
>
> > Country: us
>
> >
>
> > Product Family: SurgeArrest Home/Office
>
> >
>
> > Model: NET7
>
> >
>
> > Serial Number (*note: Please fill in the serial number for post sales
>
> > inquiry): 4Z0641P44891, 4Z00808P97431, 4Z0625P33152
>
> >
>
> >
>
> >
>
> > ----------------------------------------------------------------
>
> >
>
> >
>
> > Subject: Warranty replacement
>
> >
>
> >
>
> > Question: A farmer took down an electric pole near our library Tuesday 
> 11/19/2013
>
> >
>
> >
>
> > It caused a terrific surge as there was a very load snap or bang inside the
>
> > library and 10 circuit breakers tripped.
>
> >
>
> >
>
> > After power was finally restored, some breakers, controlling PC's, printers
>
> > etc., would not reset.
>
> >
>
> >
>
> > I unplugged a surged protector and 1 breaker reset.
>
> >
>
> > Did the same for another surge protector and another breaker reset.
>
> >
>
> > And so forth.
>
> >
>
> >
>
> > Turns out 3 surge protectors took the hit, but seemed to save the PC's.
>
> >
>
> > Thanks bunches !!!
>
> >
>
> > I used another good surge protector to test, and the equipment powered up.
>
> >
>
> >
>
> > Failed surge protector are: Photo attached
>
> >
>
> > NET7 s/n 4Z0641P44891
>
> >
>
> > NET7 s/n 4Z0808P97431
>
> >
>
> > PH8VT3 s/n 4Z0625P33152
>
> >
>
> >
>
> > I am hoping you can send the 3 warranty replacements rather quickly.
>
> >
>
> >
>
> > Thanks for your support. Bob
>
> >
>
> >
>
> > Shipping address:
>
> >
>
> >
>
> > Attn: Bob Neeper
>
> >
>
> > Community Library
>
> >
>
> > 44 Burrer Drive
>
> >
>
> > Sunbury, Ohio 43074
>
> >
>
> >
>
> >
>
> >
>
> >
>
> >
>
> >
>
> >
>
> >
>
> >
>
> >
>
> >
>
> >
>
> > ______________________________________________________________________
>
> >
>
> > This email has been scanned by the Symantec Email Security.cloud service.
>
> >
>
> > ______________________________________________________________________
>
> >
>
> >
>
>
>
>

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