Kudos to APC!

[corkyg]

I frequently see notes castigating and knocking hardware vendors, so I would like to praise American Power Conversion (APC) for really standing behind their product.

Last week, I bought a UPS unit by APC, the BX1000G. It was exactly what I wanted to replace an old 900 VA model. This was 1000 VA with 6 protected plugs and 6 surge only plugs.

I brought it home and connected it up. It seemed to work perfectly. But, 24 hours later, it started a series of 3 beeps about avery 35 seconds along with a flashing AVR notice. Nothing I could do would fix it.

I called APC tech support and soon had a nice young lady named Bernadette on the phone. She spent about 25 minutes with me trying all sorts of possible fixes. None worked. She put me on hold about 3 minutes and came back saying, "I am sending you a replacement unit. By email you will receive a pre-paid shipping ticket for sending the defective unit. Do not send the RMA unit until after you receive the replacement."

What could be fairer! I soon had an email tracking number for the new unit, and it arrived three days later by FedEx.

I connected the new unit and it has been perfect. I boxed the old unit and put it in the shipping box they sent, and delivered it to UPS as indicated. It was received and shipped without question.

I must say, I have never received support like this from any one and can only praise APC and in particular, Bernadette. This is what support should be.

Kudos to APC!

 

[phait]

Always good to hear great customer service. I don't have a UPS but this makes me want to get one.

 

[Lonyo]

I had an almost similar experience with HP (although different since they had to repair not replace).
Emailed support, within a day I had a pickup notification for sending it in for repairs, and within 7 days from sending my email it was delivered back, fixed.

It's nice when support/warranty service works nicely and quickly.

 

[RedCOMET]

my wonderful customer service story is when i bought my laptop as an open box floor model. Is an IBM/lenovo think pad t60. Well... the battery in the laptop was shot. I knew this when i purchased the device. Called ibm/lenovo tech support... they asked me to do some basic battery troubleshooting; asked for my battery part and serial number, date of purchase.. all sorts of good stuff. Told me that they would sent me a battery via mail and to ship the defective batter back.

The best part about.... i get the battery the very next day even tho the tech support agent told me that since the shipping deadline has past when i made the phone call it would be sent out the following business day. I was very happy with the support i received and have become a fan of their laptops.