Case Study #143 | Eaton 9395 450kVA

Case Study #143 | Eaton 9395 450kVA

Case Study

Case Study #143 | Eaton 9395 450kVA

 

Nationwide Power™ is the leading provider in the critical power supply industry. Our core business is the sales and service of uninterruptible power supplies and UPS batteries. Our 57,000 square foot warehouse, with over $10 million in parts and equipment inventory, provides us the ability to service nearly all major makes and models of UPS equipment.

Additionally, Nationwide Power has built strong relationships with each of the original equipment manufacturers (OEMs) over the past two decades, allowing for the best possible support for our customers.

In this case study, a customer’s Eaton 9395 450kVA UPS system was in alarm. In collaboration with Eaton, the OEM, the issue was fully resolved within just 48 hours, and with no out-of-pocket expense to the customer.

 

Product Eaton 9395 450kVA
Application Aerospace and Defense Technology Company
Synopsis

A contracted customer called the 24/7 technical support line to report an Eaton 9395 450kVA UPS system in alarm status. After initial troubleshooting, Nationwide Power engaged the OEM. Thanks to the strong OEM relationships our team has established over the years, our customers have confidence in knowing that their equipment will be serviced in the best possible manner, which sometimes requires OEM involvement.

Since the customer had a full-service contract with Nationwide Power, all expenses to repair the unit were covered by Nationwide Power, including the three OEM site visits.

Preliminary Actions

On a technical support call, a Nationwide Power Critical Power Professional™ conducted initial troubleshooting and found the universal power module (UPM) 2 to be offline and DC current in limited condition.

At this point, the OEM was engaged and arrived on site the same day. The Eaton Customer Service Engineer (CSE) determined that a wiring harness had been rubbing against a fan blade that shorted out the harness and caused a DC overcurrent on UPM 2. Parts were ordered for next day delivery, and the Eaton CSE returned the next day to complete the repair.

After replacing the bad harness, the positive DC current was still measuring high. After further troubleshooting, it was determined that the DC link current transformer (CT) was damaged after they shorted out. Additional parts were ordered, and the OEM returned for a third site visit for final repair.

Resolution

Replacement parts were shipped with priority service. Once the damaged CT was replaced, all alarms were cleared. Preventive maintenance (PM) was performed and the Eaton 9395 450kVA UPS was calibrated. There were no further issues and the UPS was left online and supporting the critical load.

Occasionally, it is necessary to engage the OEM during a service call, either due to proprietary software or escalated repair needs. Over the past two decades, Nationwide Power has been committed to building strong relationships with all major OEMs, in an effort to provide a seamless service to our customers.

Whenever an OEM is engaged under a full-service contract, there is no out-of-pocket cost to the customer.

Root Cause

From time to time, at no fault to the customer, component parts in a UPS system fail.

Because this customer has a full-service contract with Nationwide Power, the customer had no out-of-pocket expenses, which otherwise would have included time and material for the original troubleshoot, shipping expense, and the additional cost to engage the OEM.

Additional Reading

Not all critical service providers have made the commitment to building strong relationships with each of the OEMs they support. As a result, there may be times when these service providers attempt to self-perform tasks that should require OEM engagement.

For a common list of questions to ask when receiving quotes from multiple service providers, visit us at:

https://nationwidepower.com/news/case-study-127-read-the-fine-print/

https://nationwidepower.com/news/why-size-matters/

 

Nationwide Power provides 24/7/365 technical support to ensure that everything operates and transitions successfully before, during, and after any power outage.

Request a quote Call | 800-868-2780 E-Mail

We are your critical power infrastructure partner!

Latest News

Case Study #143 | Eaton 9395 450kVA

Case Study #143 | Eaton 9395 450kVA

Case Study   Nationwide Power™ is the leading provider in the critical power supply industry. Our core business is the sales and service of uninterruptible power supplies and UPS batteries. Our 57,000 square foot warehouse, with over $10 million in parts and...

Case Study # 142 | APC Symmetra LX Replacement

Case Study # 142 | APC Symmetra LX Replacement

Case Study   Nationwide Power™ is the leading provider in the critical power supply industry. Our core business is the sales and service of uninterruptible power supplies and UPS batteries. Our 57,000 square foot warehouse, with over $10 million in parts and...

Case Study # 141 | APC Symmetra LX Power Module Replacement

Case Study # 141 | APC Symmetra LX Power Module Replacement

Case Study   Nationwide Power™ is the leading provider in the critical power supply industry. Our core business is the sales and service of uninterruptible power supplies and UPS batteries. Our 57,000 square foot warehouse, with over $10 million in parts and...

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Case Study # 142 | APC Symmetra LX Replacement

Case Study # 142 | APC Symmetra LX Replacement

Case Study

Case Study # 142 | APC Symmetra LX Replacement

 

Nationwide Power™ is the leading provider in the critical power supply industry. Our core business is the sales and service of uninterruptible power supplies and UPS batteries. Our 57,000 square foot warehouse, with over $10 million in parts and equipment inventory, provides us the ability to service nearly all major makes and models of UPS equipment.

In this case study, a contracted customer called the 24/7 emergency help line due to a critical failure in their APC Symmetra LX UPS, which ultimately resulted in a full UPS system replacement at no out-of-pocket cost to the customer.

 

Product APC Symmetra LX
Application Aviation
Synopsis A contracted customer called the 24/7 technical support line at Nationwide Power, a service offered to all contracted customers. The customer experienced a power outage. The UPS unit remained online, however the power outage resulted in an alarm status.

After routine troubleshooting, the Critical Power Professional™ determined that a critical failure had occurred. Nationwide Power covered a full UPS unit replacement with expedited shipping for next-day delivery.

Preliminary Actions Through our 24/7 technical support line, a Critical Power Professional initially determined a faulty inverter. After replacing the malfunctioning part, the unit still showed an alarm status. Through continued troubleshooting, it was determined that the main frame was the root cause and was not repairable.
Resolution With full-service contracts at Nationwide Power, if a unit goes down under contract and cannot be repaired, Nationwide Power may cover the cost of the full unit replacement with expedited shipping, at no cost to the customer.

Timeline:
First business day: Issue was reported, troubleshooting was conducted over the phone, and parts were ordered for next-day delivery.

Second business day: A Critical Power Professional was on site to install parts, test, and conduct further troubleshooting. After exhaustive troubleshooting, it was determined that a full UPS replacement was required.

Third business day: The APC Symmetra LX UPS was ordered and confirmed with the Nationwide Power warehouse and scheduled for next-day freight delivery.

Fourth business day: Customer had a fully functioning UPS replacement, at no out-of-pocket cost.

Root Cause Occasionally, at no fault to the customer, the main frame of a UPS system can fail. Because this customer has a full-service contract with Nationwide Power, the customer had no out-of-pocket expenses, which otherwise would have included time and material for the original troubleshoot and the expense of a full UPS system replacement with overnight freight expense.
Additional Reading Case Study #141: APC Symmetra LX Power Module Replacement

 

Nationwide Power provides 24/7/365 technical support to ensure that everything operates and transitions successfully before, during, and after any power outage.

Request a quote Call | 800-868-2780 E-Mail

We are your critical power infrastructure partner!

Latest News

Case Study #143 | Eaton 9395 450kVA

Case Study #143 | Eaton 9395 450kVA

Case Study   Nationwide Power™ is the leading provider in the critical power supply industry. Our core business is the sales and service of uninterruptible power supplies and UPS batteries. Our 57,000 square foot warehouse, with over $10 million in parts and...

Case Study # 142 | APC Symmetra LX Replacement

Case Study # 142 | APC Symmetra LX Replacement

Case Study   Nationwide Power™ is the leading provider in the critical power supply industry. Our core business is the sales and service of uninterruptible power supplies and UPS batteries. Our 57,000 square foot warehouse, with over $10 million in parts and...

Case Study # 141 | APC Symmetra LX Power Module Replacement

Case Study # 141 | APC Symmetra LX Power Module Replacement

Case Study   Nationwide Power™ is the leading provider in the critical power supply industry. Our core business is the sales and service of uninterruptible power supplies and UPS batteries. Our 57,000 square foot warehouse, with over $10 million in parts and...

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August 05, 2020

"Service call went smooth and quickly. Work was done well with no impact to operations while being done. Very good job. Thanks."

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North Carolina

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Case Study # 141 | APC Symmetra LX Power Module Replacement

Case Study # 141 | APC Symmetra LX Power Module Replacement

Case Study

Case Study # 141 | APC Symmetra LX Power Module Replacement

 

Nationwide Power™ is the leading provider in the critical power supply industry. Our core business is the sales and service of uninterruptible power supplies and UPS batteries. Our 57,000 square foot warehouse, with over $10 million in parts and equipment inventory, provides us the ability to service nearly all major makes and models of UPS equipment, even UPS equipment that OEM’s themselves may deem obsolete.

In this case study, we highlight a service call from a contracted customer who needed assistance on their APC Symmetra LX UPS equipment. With no out-of-pocket expense to the customer, we were able to troubleshoot, expedite parts shipment, and be on site for full resolution by the following business day.

Product APC Symmetra LX
Application Marketing & Advertising Agency
Synopsis

A contracted customer called the 24/7 Technical Support line at Nationwide Power, a service offered to all contracted customers. This support call was in reference to the customer’s APC Symmetra LX UPS, which was in an alarm status.

With quick action and immediate access to all necessary parts inventory, the customer’s issue was fully resolved, and their UPS equipment was back online by the next business day.

Preliminary Actions

Through our 24/7 Technical Support line, a Critical Power Professional™ was able to troubleshoot remotely and identify a faulty power module as the cause of the alarm.

This process saved the customer downtime, as we were able to quickly identify the cause of the alarm without a physical trip to the site location.

Resolution A replacement power module for the APC Symmetra LX was ordered from the Nationwide Power warehouse and scheduled to arrive the following day. Once the part delivery was confirmed, the Critical Power Professional™ scheduled an immediate site visit for installation
Root Cause Occasionally, at no fault to the customer, component parts in UPS units fail. Because this customer has a full-service contract with Nationwide Power, all time and materials to resolve the failure is covered by Nationwide Power, with no out-of-pocket expense to the customer.
Additional Reading Emergency Service on an Eaton 93PM 16kVA UPS

 

Nationwide Power provides 24/7/365 technical support to ensure that everything operates and transitions successfully before, during, and after any power outage.

Request a quote Call | 800-868-2780 E-Mail

We are your critical power infrastructure partner!

Latest News

Case Study #143 | Eaton 9395 450kVA

Case Study #143 | Eaton 9395 450kVA

Case Study   Nationwide Power™ is the leading provider in the critical power supply industry. Our core business is the sales and service of uninterruptible power supplies and UPS batteries. Our 57,000 square foot warehouse, with over $10 million in parts and...

Case Study # 142 | APC Symmetra LX Replacement

Case Study # 142 | APC Symmetra LX Replacement

Case Study   Nationwide Power™ is the leading provider in the critical power supply industry. Our core business is the sales and service of uninterruptible power supplies and UPS batteries. Our 57,000 square foot warehouse, with over $10 million in parts and...

Case Study # 141 | APC Symmetra LX Power Module Replacement

Case Study # 141 | APC Symmetra LX Power Module Replacement

Case Study   Nationwide Power™ is the leading provider in the critical power supply industry. Our core business is the sales and service of uninterruptible power supplies and UPS batteries. Our 57,000 square foot warehouse, with over $10 million in parts and...

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August 05, 2020

"Service call went smooth and quickly. Work was done well with no impact to operations while being done. Very good job. Thanks."

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Nationwide Power continues to serve businesses across the United States with their critical power needs

Nationwide Power continues to serve businesses across the United States with their critical power needs

News Article

Nationwide Power continues to serve businesses across the United States with their critical power needs

Nationwide Power is an essential business, and as such, has continued to service customers across the United States during the COVID-19 pandemic with certain precautions in place.

As with many businesses, Nationwide Power saw a decline in demand during the early weeks of the pandemic. Rather than furloughing employees to cut overhead costs, Nationwide Power shifted its focus inward. Confident that when businesses reopened and began operating as normal, Nationwide Power has positioned themselves to be prepared for the increased demand.

“While we have seen many other service providers and OEM’s in the industry drastically limit their services, increase pricing, and furlough employees, we took the opportunity to use these slower weeks to refine our processes and focus on quality. We knew that when businesses started operating again, there would be a huge backlog of demand for both existing and new customers,” according to Jim Hallingstad, Vice President of Nationwide Power.

Since the onset of the pandemic, not only has Nationwide Power retained its full staff, they have also grown the team both at the corporate level and throughout the field.

The following safety measures have been put in place for the safety of both employees and team members:

  • Regular temperature checks for team members in contact with either other team members or customers, and immediate reporting of any COVID-19-related symptoms.
  • Remote work where available and appropriate.
  • Increased cleaning and electrostatic sanitization schedule at the corporate office.
  • Regularly washing hands for at least 20 seconds.
  • Keeping a six-foot distance between self and others (social distancing).
  • Avoiding gatherings of 10 or more people.
  • Regularly disinfect workspace, tools, computers, and cell phones.

For any business requiring critical power service, contact Nationwide Power at 866-341-7547 or visit www.nationwidepower.com.

Nationwide Power services include:

  • Uninterruptible power supply (UPS) equipment sales
  • UPS equipment preventive maintenance and emergency service
  • UPS battery maintenance, replacement, and recycling
  • Critical power supporting components including emergency generators, switch gear, and HVAC

Nationwide Power published an initial statement regarding COVID-19 on March 20, 2020, which can be found here.

Latest News

Case Study #143 | Eaton 9395 450kVA

Case Study #143 | Eaton 9395 450kVA

Case Study   Nationwide Power™ is the leading provider in the critical power supply industry. Our core business is the sales and service of uninterruptible power supplies and UPS batteries. Our 57,000 square foot warehouse, with over $10 million in parts and...

Case Study # 142 | APC Symmetra LX Replacement

Case Study # 142 | APC Symmetra LX Replacement

Case Study   Nationwide Power™ is the leading provider in the critical power supply industry. Our core business is the sales and service of uninterruptible power supplies and UPS batteries. Our 57,000 square foot warehouse, with over $10 million in parts and...

Case Study # 141 | APC Symmetra LX Power Module Replacement

Case Study # 141 | APC Symmetra LX Power Module Replacement

Case Study   Nationwide Power™ is the leading provider in the critical power supply industry. Our core business is the sales and service of uninterruptible power supplies and UPS batteries. Our 57,000 square foot warehouse, with over $10 million in parts and...

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August 05, 2020

"Service call went smooth and quickly. Work was done well with no impact to operations while being done. Very good job. Thanks."

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Case Study # 140 | Eaton 9PX – Installation Error by Competitor

Case Study # 140 | Eaton 9PX – Installation Error by Competitor

Case Study

Case Study # 140 | Eaton 9PX – Installation Error by Competitor

 

Nationwide Power™ is the leading provider in the critical power supply industry. Our core business is the sales and service of uninterruptible power supplies and UPS batteries, along with supporting other critical power components such as emergency generators, switch gear, and HVAC. We publish critical power related case studies, highlighting best practices and quality standards.

At Nationwide Power, we believe strongly in providing quality service for our customers, and periodically, we try to educate businesses on the value of selecting a qualified service provider.

In this case study, we highlight a service call from a non-contracted customer who needed assistance on several Eaton 9PX systems. The original service provider (not Nationwide Power) incorrectly installed the UPS units, and then became unresponsive post-installation.

 

Product Eaton 9PX
Application Technology Company
Synopsis

Nationwide Power was contacted for assistance after a previous service provider improperly installed several 9PX UPS units, causing intermittent system failure. The previous service company became unresponsive post-installation and was either unable or unwilling to provide resolution.

A Nationwide Power Critical Power Professional™ (CPP™) arrived on site and discovered that the Eaton 9PX units fed to robot tools upstairs. The robots perform an acid wash for a semiconductor wafer process and were located in a clean room. The customer said that the robot input voltage drops to about 90 Vac, which causes the low-voltage power supplies to drop out (+12, -12, +24, -24, various low voltages used by the robotic equipment to perform their unique functions). The UPS was setup as a 208 in/208 out configuration and they were told by the previous critical power company that they required an output transformer so the robot equipment would not see the voltage drop. The external transformer was configured for a 208 Vac in and a 208 Vac output.

The CPP™ noted this as a classic example of the “Single Phase 208 Vac” problem with the “Low Leg (88 Vac from line 1 neutral)”.

With over 22+ years of average industry experience, our Critical Power Professionals are among the most experienced in the industry and have completed an extensive and comprehensive training curriculum spanning all major UPS manufacturers.

Preliminary Actions The solution was tested on the first system that was offline, which included switching the output of the transformer to 240Vac single phase (which provided 120Vac from each phase to neutral), configuring input voltage accordingly, and then restarting the system. Once the solution was tested and confirmed, and the UPS system was no longer failing, the solution was applied to the remaining UPS systems.
Resolution Input/output configuration was corrected and, as a result, all UPS systems were fully operational.
Root Cause

The root cause of this situation was poor workmanship performed by the original service provider, as the original service provider failed to complete the scope of work for the Eaton 9PX UPS installation.

At Nationwide Power, we take the work we do very seriously and place a lot of value on completing projects completely and without error the first time, avoiding any headaches for our customers down the road. We follow the principles of Philip Crosby closely, measuring quality by a zero-defect environment. Choosing a well-qualified, reputable critical power service provider would have eliminated the need for rework for this customer.

Additional Reading Case Study #138: Powerware 9315 Repair (End-of-Life)

 

Nationwide Power provides 24/7/365 technical support to ensure that everything operates and transitions successfully before, during, and after any power outage.

Request a quote Call | 800-868-2780 E-Mail

We are your critical power infrastructure partner!

Latest News

Case Study #143 | Eaton 9395 450kVA

Case Study #143 | Eaton 9395 450kVA

Case Study   Nationwide Power™ is the leading provider in the critical power supply industry. Our core business is the sales and service of uninterruptible power supplies and UPS batteries. Our 57,000 square foot warehouse, with over $10 million in parts and...

Case Study # 142 | APC Symmetra LX Replacement

Case Study # 142 | APC Symmetra LX Replacement

Case Study   Nationwide Power™ is the leading provider in the critical power supply industry. Our core business is the sales and service of uninterruptible power supplies and UPS batteries. Our 57,000 square foot warehouse, with over $10 million in parts and...

Case Study # 141 | APC Symmetra LX Power Module Replacement

Case Study # 141 | APC Symmetra LX Power Module Replacement

Case Study   Nationwide Power™ is the leading provider in the critical power supply industry. Our core business is the sales and service of uninterruptible power supplies and UPS batteries. Our 57,000 square foot warehouse, with over $10 million in parts and...

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Sign up below to stay informed with latest industry trends, products, and news.



Solutions

Feedback

August 05, 2020

"Service call went smooth and quickly. Work was done well with no impact to operations while being done. Very good job. Thanks."

View All - Ben E
North Carolina

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