Case Study # 132 | Battery Warranty For An MGE 5000 100kVA

Case Study # 132 | Battery Warranty For An MGE 5000 100kVA

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. We publish critical power related case studies, highlighting best practices and quality standards.

From the time we perform our first PM inspection, we actively monitor and recommend age-based replacements of components that have service life cycles.

We make these recommendations in advance and prior to component failure to maximize uptime and reliability. We continue to follow up on our recommendations until they are either implemented, component failure occurs, or our customer notifies us to discontinue the notifications.

In this case study, we review the details of an emergency call we received from a non-contracted customer for an MGE Galaxy 5000 100kVA UPS. The combination of not having routine maintenance and the failure to act on age-based replacement requirements led to a larger, more costly outcome. To protect the confidentiality of the customer, the customer will be referred to as Company A.

Product MGE Galaxy 5000 100kVA UPS
Application Data Center
Synopsis Company A, a non-contracted customer, submitted a request for emergency service for their MGE Galaxy 5000 100kVA UPS, in which a battery in the UPS equipment caught fire.

Although this customer is not under a service contract, Nationwide Power was hired in the past to service three other UPS units on site. As such, going forward, the customer will receive scheduled alerts for age-based service needs on those specific units. For nearly nine months, Company A has been receiving age-based replacement recommendations for the UPS batteries in the three previously serviced UPS units.

After receiving quotes for UPS battery replacements in the three units, Company A also requested a quote for a single battery in an MGE Galaxy 5000 100kVA UPS. Nationwide Power had not previously serviced this UPS unit, nor did the initial battery install. Our battery department advised the customer that its MGE Galaxy UPS batteries were still under warranty, and the most cost-effective solution was to request replacement through their previous vendor.

Nationwide Power continued to follow up on the outstanding three quotes. Over the course of nearly nine months, Company A failed to take any action to move forward.

Unfortunately, if age-based replacement requirements are not addressed in a timely manner, they may inevitably lead to much larger and costly issues. These include full system failures and unsafe conditions, like fires.

In this case, the excessive delay in replacing the single bad battery in the MGE Galaxy 5000 led to a battery fire, which ultimately resulted in the full string requiring replacement, rather than just one single battery.

Preliminary Actions Nationwide Power provided Company A with instructions to replace the single bad battery in the MGE Galaxy 5000 UPS, at no cost to the customer.

Company A failed to take any action for several months, which ultimately led to the fire.

Resolution Due to the fire within the UPS, Company A was forced to replace all batteries in the 100kVA unit at an out-of-pocket cost of nearly $14,000. Thankfully, the fire in the UPS was contained to the battery cabinet and did not create further damage to the UPS unit itself, or the entire building as a whole.
Root Cause Next to human error, battery failure is the second highest cause of downtime. All it takes is one weak battery to bring down an entire UPS system, and the cost of downtime often far outweighs the cost of replacing the batteries in a timely fashion. If Company A had been proactive in replacing the single bad UPS battery, this incident and the additional expense of replacing all batteries would not have occurred.
Additional Reading Identifying qualified UPS service providers:
Case Study #131 | Emergency UPS Service For A Discontinued Liebert NXb 30kVA UPS
News Article: The Importance of Preventive Maintenance

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 # 132 | Battery Warranty For An MGE 5000 100kVA

Case Study # 132 | Battery Warranty For An MGE 5000 100kVA

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...

Night Out at the Movies

Night Out at the Movies

News Article People. Process. Product. Our team members are a cornerstone of our business. Every now and then, we have an opportunity to celebrate the great work we do together, outside of the office. Last month, our Las Vegas-based corporate office came together with...

Congratulations to our Q2 2019 Safety Award Winners!

Congratulations to our Q2 2019 Safety Award Winners!

News Article As Nationwide Power’s way to say “Thank You!” to our team members for always keeping safety top of mind, four winners are drawn quarterly to receive a mini-shopping spree on us. And the winners for this quarter are… drum roll please… Warehouse &...

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Case Study #131 | Emergency UPS Service for a Discontinued Liebert NXb 30kVA UPS

Case Study #131 | Emergency UPS Service for a Discontinued Liebert NXb 30kVA UPS

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.  We publish critical power related case studies, highlighting best practices and quality standards.

In this case study, we review the details of an emergency call we received from a contracted customer for a Liebert NXb 30kVA UPS.  To protect the confidentiality of the customer, the customer will be referred to as Company A.

Product Liebert NXb 30kVA UPS
Application Data Center
Synopsis Company A, a contracted customer, submitted a request for emergency service for their Liebert NXb 30kVA UPS unit that was in static bypass. The Liebert NXb UPS model was previously discontinued by the manufacturer; however Nationwide Power has ample parts on-hand, along with a Field Engineer crew that is experienced with this particular make and model.

Over the course of the service contract, Nationwide Power had performed routine preventive maintenance on the NXb UPS. During the previous 2 years, Nationwide Power informed and followed up with Company A regarding the unit’s DC capacitors, which were due for age-based replacement. Unfortunately, Company A was delayed in following through on the recommendation, which ultimately led to the unit failing and causing damage to other key components.

Preliminary Actions Upon inspection and troubleshooting, the following items were identified as damaged and required replacement:

  • M4 board
  • Power supplies
  • Batteries
  • DC capacitors
Resolution M4 board and power supplies are covered under the service contract between Company A and Nationwide Power.

The UPS batteries affected were still under warranty through the UPS battery manufacturer.

DC capacitors were out of tolerance and required immediate replacement. The DC capacitors were long overdue for age-based replacement. Age-based replacement items require approval/replacement by the company.

Root Cause Many UPS models can last well beyond the manufacturers stated end-of-life, including the Liebert NXb UPS, which was discontinued in 2014. The best chance of extending the life of any UPS unit beyond the manufacturer’s stated end-of-life is through regular maintenance with a reputable UPS service company and following age-based recommendations.

Ultimately, failing to follow age-based recommendations led to a series of events that have jeopardized this particular unit’s true end-of-life.

Additional Reading Identifying qualified UPS service providers:
Case Study 127: Read the Fine Print
News Article: The Importance of Preventive Maintenance

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 # 132 | Battery Warranty For An MGE 5000 100kVA

Case Study # 132 | Battery Warranty For An MGE 5000 100kVA

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...

Night Out at the Movies

Night Out at the Movies

News Article People. Process. Product. Our team members are a cornerstone of our business. Every now and then, we have an opportunity to celebrate the great work we do together, outside of the office. Last month, our Las Vegas-based corporate office came together with...

Congratulations to our Q2 2019 Safety Award Winners!

Congratulations to our Q2 2019 Safety Award Winners!

News Article As Nationwide Power’s way to say “Thank You!” to our team members for always keeping safety top of mind, four winners are drawn quarterly to receive a mini-shopping spree on us. And the winners for this quarter are… drum roll please… Warehouse &...

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Case Study #130 | Eaton 9390 80kVA UPS Needs Emergency Service

Case Study #130 | Eaton 9390 80kVA UPS Needs Emergency Service

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.  We publish critical power related case studies, highlighting best practices and quality standards.  

In this case study, we review the details of an emergency call we received from a non-contracted customer for an Eaton 9390 80kVA UPS.

Product Eaton 9390 80kVA UPS
Application Data Center
Synopsis A non-contracted customer submitted a request for emergency service for their Eaton 9390 80kVA UPS. As a result of their UPS unit in bypass, the customer’s southeast U.S. data center was down, which was impacting its global offices. Time was of the essence. Customer initially called the OEM, which quoted a 2-business day lead time. Due to the impact of downtime on the customer’s business, they reached out to Nationwide Power for a quicker resolution.
Preliminary Actions The OEM was able to expedite the customer’s request and accommodate same day service. After the unit was operational, the customer requested a quote for annual maintenance and emergency service. The 15-year old unit had not been routinely maintained over its life.
Resolution Customer was invoiced at T&M rates to bring the UPS back to an operational condition. Due to the strong relationship between Nationwide Power and the OEM, Nationwide Power opted not to pursue the customer.
Root Cause
  1. The unit had not been properly maintained over the course of its life.
  2. A UPS service contract was not actively in place, that would have guaranteed a 4-hour or 8-hour response time.
  3. Nationwide Power was contacted as the backup option, instead of the first option. In our commitment to our OEM partners, and maintaining strong relationships with the OEM, we refrain from competing with their existing customer base.

Nationwide Power recommends that all mission critical facilities have an active UPS service contract in place with a qualified UPS service provider. This ensures that all routine maintenance is performed as necessary, and the customer has access to the contracted emergency service response times.

Additional Reading Identifying qualified UPS service providers:
https://finance.yahoo.com/news/finding-ups-provider-read-fine-204500140.html
Case Study 127: Read the Fine Print

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 # 132 | Battery Warranty For An MGE 5000 100kVA

Case Study # 132 | Battery Warranty For An MGE 5000 100kVA

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...

Night Out at the Movies

Night Out at the Movies

News Article People. Process. Product. Our team members are a cornerstone of our business. Every now and then, we have an opportunity to celebrate the great work we do together, outside of the office. Last month, our Las Vegas-based corporate office came together with...

Congratulations to our Q2 2019 Safety Award Winners!

Congratulations to our Q2 2019 Safety Award Winners!

News Article As Nationwide Power’s way to say “Thank You!” to our team members for always keeping safety top of mind, four winners are drawn quarterly to receive a mini-shopping spree on us. And the winners for this quarter are… drum roll please… Warehouse &...

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July 30, 2019

"Best service money can buy. Thank you for all you do for us. I shall miss you guys when I retire. Thanks again."

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Indiana

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Case Study #129 – Tech Support on 16kVA APC Symmetra LX RM UPS

Case Study #129 – Tech Support on 16kVA APC Symmetra LX RM UPS

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.  We publish critical power related case studies, highlighting best practices and quality standards.

In this case study, we offer a technical troubleshoot call for a 16kVA APC Symmetra LX RM UPS, which allows us to quickly identify the root cause and provide expedited resolution.

24/7 Technical Phone Support is one of the many benefits our customers receive when electing for a full-service maintenance package.

 

Product 16kVA APC Symmetra LX RM
Application Data Center
Synopsis

An existing full-service contracted customer called regarding their 16kVA Symmetra LX RM UPS. The unit was in alarm for what appeared to be bad battery modules with zero available run time.

This customer has been a Nationwide Power customer for several years and has followed NP recommendations for battery replacements. The last scheduled preventive maintenance appointment took place in December 2018, at which time the UPS batteries were tested. No issues with the UPS batteries were detected, and the next battery replacement was recommended to take place within the next 6 months.

Preliminary Actions With the APC Symmetra LX RM UPS in alarm, a 24/7 technical phone support call was scheduled for immediate attention. The NP Critical Power Professional™ walked the customer through a self-test where it was identified that all 4 battery modules failed. Unit was left online.
Resolution An immediate follow up was initiated for battery module replacements. Since the customer has an active service agreement with Nationwide Power, there was no out-of-pocket expense to the customer for the support.
Root Cause The customer has maintained the UPS equipment per manufacturer and NP recommendations. The root cause is simply due to aging equipment and faulty battery modules. From time to time, there may be unexpected failures in UPS equipment despite regular maintenance. This is a classic case of the importance of a full-service UPS maintenance contract.
Additional Reading

When selecting a UPS service provider, it is important for customers to understand the scope and capabilities the service provider truly has. At Nationwide Power, 24/7 phone support is included with every full-service UPS maintenance agreement. Every call is answered by a Nationwide Power team member – never outsourced or recorded services.

Additional Reading: Case Study 127: Read the Fine Print

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 # 132 | Battery Warranty For An MGE 5000 100kVA

Case Study # 132 | Battery Warranty For An MGE 5000 100kVA

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...

Night Out at the Movies

Night Out at the Movies

News Article People. Process. Product. Our team members are a cornerstone of our business. Every now and then, we have an opportunity to celebrate the great work we do together, outside of the office. Last month, our Las Vegas-based corporate office came together with...

Congratulations to our Q2 2019 Safety Award Winners!

Congratulations to our Q2 2019 Safety Award Winners!

News Article As Nationwide Power’s way to say “Thank You!” to our team members for always keeping safety top of mind, four winners are drawn quarterly to receive a mini-shopping spree on us. And the winners for this quarter are… drum roll please… Warehouse &...

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July 30, 2019

"Best service money can buy. Thank you for all you do for us. I shall miss you guys when I retire. Thanks again."

View All - Don S
Indiana

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Case Study #128 | VRLA UPS Batteries – Damaged on Delivery

Case Study #128 | VRLA UPS Batteries – Damaged on Delivery

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. We publish critical power related case studies, highlighting best practices and quality standards. In this case study, we look at poor shipping quality of VRLA UPS batteries by suppliers and its impact to our customers.

Product VRLA UPS Batteries – APM 45/45kVA
Application Food Service Distribution Center
Synopsis Customer ordered UPS batteries through Nationwide Power. Upon delivery, the customer cited significant damage to the battery pallet and refused shipment. (Damaged cases, batteries not in case, and batteries arriving upside down.)
Preliminary Actions When a customer thoroughly inspects the shipment at the time of delivery and refuses the shipment at that time, the mitigation and resolution process with the carrier becomes cleaner. The liability remains with the freight carrier and does not transfer to the customer. Rarely does a customer win any freight damage claims. In this example, since the shipment was refused the shipping claim was opened immediately, and steps were taken to expedite a replacement battery order to the site.
Resolution

At no cost to the customer, a new battery order was placed and expedited.

The customer’s due diligence in inspecting the battery shipment saved both money and time in this process. As Nationwide Power is not on-site to receive the battery shipment, the onus is on the client to ensure both accuracy and the condition of the incoming shipment.

Root Cause

Unfortunately, there are circumstances beyond our control when it comes to shipping battery orders. Often, there is only one or a few batteries in a shipment that are bad rather than the entire lot, which makes the task of inspection that much more difficult.

When a shipment is refused, the entire order process is restarted. However, restarting the process immediately rather than discovering the damaged delivery at the time of install creates a smoother and quicker process all-around.

Top 5 Tips for Receiving UPS Battery Shipments:

  • Confirm make, model and count
  • Inspect condition of boxes
  • Open each box to inspect condition of batteries
  • Do not allow the freight driver to rush you
  • If anything looks off, contact us before accepting

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 # 132 | Battery Warranty For An MGE 5000 100kVA

Case Study # 132 | Battery Warranty For An MGE 5000 100kVA

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...

Night Out at the Movies

Night Out at the Movies

News Article People. Process. Product. Our team members are a cornerstone of our business. Every now and then, we have an opportunity to celebrate the great work we do together, outside of the office. Last month, our Las Vegas-based corporate office came together with...

Congratulations to our Q2 2019 Safety Award Winners!

Congratulations to our Q2 2019 Safety Award Winners!

News Article As Nationwide Power’s way to say “Thank You!” to our team members for always keeping safety top of mind, four winners are drawn quarterly to receive a mini-shopping spree on us. And the winners for this quarter are… drum roll please… Warehouse &...

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July 30, 2019

"Best service money can buy. Thank you for all you do for us. I shall miss you guys when I retire. Thanks again."

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Indiana

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Case Study #127 | Read the Fine Print

Case Study #127 | Read the Fine Print

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. We publish critical power related case studies, highlighting best practices and quality standards. In this case study, we review the full-service contract terms of another service provider, in attempts to educate our customers on how the terms of service can impact their out-of-pocket cost.

There is no argument that the strongest level of protection for any UPS system includes a full-service contract. In the event of an error or system failure, with a full-service contract, the provider will come to your site and complete all diagnostics and repairs at no additional cost. However, we have discovered that some service providers have included provisions in their contracts that drastically limit their coverage levels.

In the example below, the service provider gives the customer the opportunity to add on additional service levels. However, in the fine print, the additional services selected are only covered for a portion of the contract period. In this example, it is the customer’s responsibility to thoroughly read and understand the fine print in its entirety.

At Nationwide Power, we believe in transparency first and foremost, and our full-service contracts are indeed full service. Here are a few questions to ask other service providers to ensure you are truly comparing apples to apples when reviewing service contracts from different providers:

  • What parts are not fully covered for the entirety of the service contract?

    In the example above, the customer would pay a surcharge for the added coverage, only for that coverage to expire after the first 6 months of entering the service contract.

  • How many field engineers are physically located in your service zone?

    If you encounter an emergency situation with your critical power equipment, you will want to know how quickly a Critical Power Professional™ will be able to arrive on-site. Believe it or not, some companies will position themselves as having a national footprint, only to fly their field engineers across the country. Not only is this an expensive way to provide preventive maintenance, but it becomes nearly impossible to respond to emergency situations.

  • What is the “out-clause” in the service agreement?

    A reputable and qualified service provider understands and is confident in the value of their service, and therefore does not lock customers into iron-clad, long-term contracts. If your service contract does not have a 30-day out-clause, keep looking.

  • What type of on-hand inventory does your company house?

    Some independent providers merely act as middle men with very little warehouse inventory or none at all. There are also independent providers that resort to storing their inventory in outdoor areas where equipment and parts are subject to whatever weather conditions exist throughout the year. Look for a company with ample parts and equipment inventory on-hand that are properly stored to ensure lasting quality. Additionally, if your equipment is approaching or has passed EOL (end-of-life) recommendations, ask specifically what parts that company has available to service your equipment. The most cost-effective solution for your equipment may be part replacements. However, if the service provider does not have access to those parts, they will recommend new equipment despite your best interests or budgetary needs. Check out our recent new article on Why Size Matters.

You can find more on Finding the Right UPS Service Provider here.

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 # 132 | Battery Warranty For An MGE 5000 100kVA

Case Study # 132 | Battery Warranty For An MGE 5000 100kVA

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...

Night Out at the Movies

Night Out at the Movies

News Article People. Process. Product. Our team members are a cornerstone of our business. Every now and then, we have an opportunity to celebrate the great work we do together, outside of the office. Last month, our Las Vegas-based corporate office came together with...

Congratulations to our Q2 2019 Safety Award Winners!

Congratulations to our Q2 2019 Safety Award Winners!

News Article As Nationwide Power’s way to say “Thank You!” to our team members for always keeping safety top of mind, four winners are drawn quarterly to receive a mini-shopping spree on us. And the winners for this quarter are… drum roll please… Warehouse &...

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Solutions

Feedback

July 30, 2019

"Best service money can buy. Thank you for all you do for us. I shall miss you guys when I retire. Thanks again."

View All - Don S
Indiana

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