Issue:

I have an APC UPS or Accessory (PDU, Network Card, etc) that got damaged in transit. How do I get these replaced?

Product Line:

APC UPS units and/or APC accessories (Network Management Cards, Rack PDU's, Rack ATS's, Batteries, Cables, etc)

Environment:

Newly bought APC UPS units and/or APC accessories (Network Management Cards, Rack PDU's, Rack ATS's, Batteries, Cables, etc)

Cause:

Newly bought APC UPS units and/or APC accessories (Network Management Cards, Rack PDU's, Rack ATS's, Batteries, Cables, etc) may have been damaged in transit or inoperable out of the box

Resolution:

APC by Schneider Electric recommends that any customer with an issue of an out of the box physical damage on a UPS or its accessories (e.g. Network Management Cards, Rack PDU's, Rack ATS, etc) please follow the steps below and complete within 30 days from date of delivery.

1. If the delivery person is still available please note on the shipping documents that the unit was damaged. Make sure the delivery person knows. If the carrier was not made aware of the damage at time of delivery please contact them now. Also contact your reseller and make them aware of the damage, let them know that APC is investigating if we can repair/replace it.
2. If there are no noted physical damage and there are only missing spares / parts, please note them. You can also take a picture of where they should be placed for APC to easily identify the Part ID / SKU needed. (Do only if applicable). Proceed to test unit functionality.
3. If an error is presented upon turning on and/or testing - please take note of the error and call APC immediately. Please proceed to step 6 onwards
4. If there is physical damage on the unit, please take photos of the damage seen. (Do only if applicable)
5. Please photograph the packaging and its current contents (seal, box, bubble wrap, etc)
6. Note the model and serial number. It's on a sticker at the back of the UPS or if it is an accessory or power distribution, it should be on the accessory board, or the unit itself.
7. Please make electronic copies of the signed shipping document / packing list, and the invoice or receipt. A PDF of each would be much advised.
8. Please have the "applicable" information from steps 2 to 6 available and call the APC Customer Care Center. In North America the toll free number is 800-800-4272. Outside of North America please contact support for your country.

We will confirm the shipping information and help assess the damage which will lead us to determine the correct course of action for a complete resolution.

Released for:Schneider Electric Canada