Back-UPS® - APC Media

7.0 Difficulty
7.3 Obtaining Service
The troubleshooting chart in section 7.1 covers most of the difficulties that a user
may encounter under conditions other than a failure of the UPS itself. For
problems not covered in the chart, follow the below listed instructions.
■ See the troubleshooting chart and eliminate the obvious. A tripped UPS
circuit breaker is the most common problem encountered and is user resettable
once excessive loads are unplugged from the UPS.
■ If the circuit breaker is OK, note your UPS model, serial number and date of
purchase. Contact the Customer Service Department at the phone number given
on the cover of this manual.
■ Be prepared to provide a description of the problem. A technician will help you
solve the problem over the phone if possible, or will give you a Return Material
Authorization Number (RMA#).
■ If the UPS is within the warranty period, repairs will be performed free of
charge. If it is not within the warranty period, there will be a charge for repair.
■ Pack the UPS in its original packaging. If you no longer have the original
shipping materials, ask the technician about obtaining a new set. It is very
important that you pack the UPS properly to avoid damage in transit. Never use
styrofoam beads for packing because the UPS will settle through beads and
become damaged. Damages sustained in transit are not covered under warranty.
Enclose a letter in the package with your name, RMA#, address, copy of sales
receipt, description of trouble, phone number and check (if necessary).
■ Mark your RMA# on the outside of the package. The factory cannot accept any
package without this marking.
■ Return your UPS via insured, prepaid carrier to the address on the rear of this
booklet.
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