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13SURTA 1500XL/1500XLJ/2200XL Series 100/120 Vac Tower/Rack-Mount 2U
Service
If the UPS requires service do not return it to the dealer. Follow these steps:
1. Review the problems discussed in “Troubleshooting” on page 10 in this manual to eliminate common
problems.
2. If the problem persists, contact APC Customer Support through the APC Web site, www.apc.com.
a. Note the model number of the UPS, the serial number located on the rear side of the unit,
and the date purchased. If you call APC Customer Support, a technician will ask you to
describe the problem and attempt to solve it over the phone. If this is not possible, the
technician will issue a Returned Material Authorization Number (RMA#).
b. If the UPS is under warranty, repairs are free.
c. Procedures for servicing or returning products may vary internationally. Refer to the APC
Web site for country specific instructions.
3. Pack the UPS in its original packaging. If this is not available, refer to www.apc.com for information about
obtaining a new set.
a. Pack the UPS properly to avoid damage in transit. Never use Styrofoam beads for
packaging. Damage sustained in transit is not covered under warranty.
b. Always DISCONNECT THE UPS BATTERY before shipping in compliance with U.S.
Department of Transportation (DOT) and IATA regulations. The battery may remain in
the UPS.
4. Mark the RMA# on the outside of the package.
5. Return the UPS by insured, prepaid carrier to the address given to you by Customer Support.
Contact Information
APC Worldwide Customer Support
Customer support for this or any other APC product is available at no charge in any of the following ways:
• Refer to the APC Web site to access documents in the APC Knowledge Base and to submit customer
support requests.
– www.apc.com (Corporate Headquarters)
Connect to localized APC Web sites for specific countries, each of which provides customer support
information.
– www.apc.com
Global support searching APC Knowledge Base and using e-support.
• Contact an APC Customer Support center by telephone or e-mail.
Local, country-specific centers:
go to www.apc.com for information.
Contact the APC representative or other distributor from whom you purchased your APC product for information
on how to obtain local customer support.