Case Study

Case Study #124 | Preventive Maintenance Only vs Full Service Contract: Liebert AP367 75kVA

Jun 8, 2018 | 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, along with supporting other critical power components such as emergency generators, switch gear, and HVAC.

On a monthly basis, we publish critical power related case studies, highlighting best practices and quality standards. In this case study, we feature a recent scenario where an NP customer moved from a full UPS service contract to a PM only contract in an effort to reduce costs. Furthermore, the client was unable to follow recommendations made by our Critical Power Professionals™, resulting in critical system failure.

 

Product Liebert AP367 75kVA
Application Transportation Industry
Synopsis During routine maintenance on a Liebert AP367 75kVA UPS, recommendation was for complete battery, fan, and full AC/DC capacitor replacement. Recommendation made due to both age and inspection data. An additional recommendation was made to ensure proper room temperature of 68-72° Fahrenheit.
Preliminary Actions

Due to budgetary constraints, client was unable to move forward with NP recommendations.

Within the next 60 days, client requested emergency service for their unit in bypass after dropping the load due to bad batteries. Through 24/7 live phone support, NP walked the client through resetting the UPS and clearing the alarm. Recommendations to replace batteries, fans and capacitors were reinforced. Customer replaced 10 out of 30 bad UPS batteries and planned to budget for the remaining replacement recommendations.
(NOTE: Replacing the full string would have saved $965 in additional freight and labor.)

Less than 30 days later, the client placed another emergency service call. Upon arrival, our Critical Power Professional™ (CPP™) found a burnt phase inductor in their Liebert AP367 75kVA UPS. Recommendation to replace capacitors and fans was again reinforced.

Resolution

Regarding both emergency calls to service the Liebert AP367 75kVA UPS, an NP Critical Power Professional™ was dispatched to repair damaged parts. Because initial recommendations were not followed, the UPS equipment experienced additional failures, costing the client approximately $2000 in otherwise unnecessary expense and costly downtime.

The client was not initially able to pay for a full-service maintenance contract due to budget constraints, but in the end the total out of pocket expense for PMO (Preventive Maintenance Only) far exceeded the cost of a full service contract. NP is still recommending the client participate in a full coverage service contract. Should either of the two remaining inductors fail, the client would have no additional out of pocket expense.

Root Cause Recommendations of CPP™ were not followed in a timely manner, causing critical failure.
Additional Reading

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