American Power Conversion MatrixTM UPS - Manual (Page 33)

7.5 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, or when the UPS’s display shows Call for service,
the procedures outlined below should be followed.
If your UPS should require service:
n 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.
n 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 booklet.
n 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#).
n 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.
n 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 packaging a Battery Pack or Electronics Unit because they 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).
n Mark your RMA# on the outside of the package. The factory cannot accept any package without this marking.
n Return your UPS via insured, prepaid carrier to the address on the rear of this booklet.