© 2011 APC by Schneider Electric. APC, the APC logo, Back-UPS and PowerChute are owned by Schneider Electric
Industries S.A.S., American Power Conversion Corporation, or their affiliated companies. All other trademarks are
property of their respective owners.
EN 990-4401B
12/2011
Service
If the unit requires service, do not return it to the dealer. Follow these steps:
1. Review the Troubleshooting section of the manual to eliminate common problems.
2. If the problem persists, contact APC Customer Support through the Web site, www.apc.com.
a. Note the model number and serial number and the date of purchase. The model and serial numbers are
located on the rear panel of the unit and are available through the LCD display on select models.
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 unit is under warranty, the repairs are free.
d. Service procedures and returns may vary internationally. Refer to the APC Web site for country specific
instructions.
3. Pack the unit properly to avoid damage in transit. Never use foam beads for packaging. Damage sustained in
transit is not covered under warranty.
Note: When shipping within the United States, or to the United States always DISCONNECT A UPS
BATTERY before shipping in compliance with U.S. Department of Transportation (DOT) and IATA
regulations. The internal batteries 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 provided by Customer Support.
APC Customer Support Worldwide
Warranty
The standard warranty is two (2) years from the date of purchase. APC standard procedure is to replace the original
unit with a factory reconditioned unit. Customers who must have the original unit back due to the assignment of asset
tags and set depreciation schedules must declare such a need at first contact with an APC Technical Support
representative. APC will ship the replacement unit once the defective unit has been received by the repair
department, or cross-ship upon the receipt of a valid credit card number. The customer pays for shipping the unit to
APC. APC pays ground freight transportation costs to ship the replacement unit to the customer.
Internet
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