Case Study #135 | Emergency I/O Board Replacement – Eaton 9355 30kVA UPS

Case Study #135 | Emergency I/O Board Replacement – Eaton 9355 30kVA UPS

Case Study

 

At Nationwide Power, we talk about quality often. We define quality as conformance to requirements, and the result of a carefully constructed cultural environment.

As a direct result of establishing processes and procedures, which are then closely adhered to throughout the service chain, we are able to service our customers seamlessly and deliver on the promises we make. Our entire team at Nationwide Power is committed to doing the job right the first time and eliminating any headache or unnecessary expense to our customers and their companies.

While delivering on quality is free, the price of non-conformance – or the price when quality standards aren’t met – can be quite costly.

In this case study we highlight an emergency call on an Eaton 9355 30kVA UPS unit. As a result of a well-established company infrastructure, the issue was fully resolved within 24 hours with no out-of-pocket cost to the customer.

Product Eaton 9355 30kVA UPS
Application Hospital
Synopsis Customer is under a 2X / YR full-service preventive maintenance contract. Within just a couple weeks of their next regularly scheduled PM, the customer experienced a major failure of the main I/O board, which required immediate replacement to protect their critical loads.
Preliminary Actions An emergency ticket was created. The I/O board for the 9355 30kVA UPS was confirmed in-stock at the corporate warehouse. The parts were scheduled for immediate first overnight shipping cross-country (this particular shipment was quicker via first overnight than counter-to-counter). The Field Engineer was scheduled to be on-site at the time of the part’s arrival.
Resolution Since the customer was under a full-service contract with Nationwide Power, our Field Engineer was able to prioritize their emergency service needs accordingly. The faulty I/O board was replaced and the UPS system was back in service and fully operational in just 24 hours. As with all full-service contracts with Nationwide Power, the customer incurred no out-of-pocket expenses for labor, shipping, or material.
Root Cause The UPS unit’s batteries were approaching the 5-year mark and were due for replacement. Aging batteries can pull on the DC circuit, ultimately resulting in a faulty pre-charge circuit in the I/O board.

What went right:

At Nationwide Power, we have many factors that set us apart from other independent service providers, which have given us the opportunity to lead the industry in service and quality. Among these are:

  • 24/7/365 customer support
  • 57,000 square foot warehouse with over $10 million in parts and equipment inventory (not all service providers have parts, beware of PM only contracts)
  • Conveniently located within 10 miles of McCarran International Airport in Las Vegas, allowing for same-day or next-day expedited parts shipping
  • Systems and processes in place that allow our team to respond quickly and coordinate smoothly, particularly in emergency situations.

 

What could have gone very wrong:

Unfortunately, there are “service providers” in our industry who offer full-service contracts on equipment that they do not have parts, training, or support to actually service. Often, these “service providers” will call Nationwide Power directly in an effort to source parts and/or subcontract the work. Nationwide Power does not operate as a parts dealer nor subcontractor, and as such, is unable to offer assistance to these “service providers.”

Additionally, Nationwide Power has invested heavily in software and infrastructure systems that allow for quick and seamless action between departments and team members. There is no scrambling. There are no fires to put out. The team simply follows a process and protocol that works.

Without all the right pieces in place, any “service provider” would have a challenging time responding to an emergency service call and providing a full resolution in a timely manner.

When shopping for a critical power service provider, shop for quality – not just price.

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

A YEAR TO CELEBRATE

A YEAR TO CELEBRATE

News Article   As we look back on 2019, we have much to celebrate. As our business continues to grow, our focus on quality has never been stronger. Here are a few of our favorite highlights:Celebrating our 18th year in business, in which time we have established...

The Phil Crosby Workshop

The Phil Crosby Workshop

News Article   Last month, we brought our company leaders from across the country together to talk about one very important topic: quality. At Nationwide Power, we take the Phil Crosby approach to defining quality, whereas quality is simply conformance to...

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Case Study # 134 | Emergency Lighting UPS – Manufacturer Defect

Case Study # 134 | Emergency Lighting UPS – Manufacturer Defect

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.

Our Critical Power Professionals™ (CPP™) come across unique situations regularly, where they are required to pull from their 22+ average years of industry experience to troubleshoot and resolve unexpected issues.

In this case study, we review the details of a manufacturer defect on an Emergency Lighting UPS that was identified during a routine battery installation.

To protect the confidentiality of the customer, the customer will be referred to as Company A.

Product Emergency Lighting UPS
Application Emergency Lighting
Synopsis

Company A contracted Nationwide Power to perform the first battery replacement on their Emergency Lighting unit. After successfully performing the battery replacement, the CPP™ attempted to install the DC fuse. Instead of the unit being discharged after using the discharge feature, it was unsuccessful and there was a spark.

The CPP referred to the manual in an effort to troubleshoot, which did not sufficiently address the issue. The CPP continued to troubleshoot by measuring the voltage differential, which was approximately 250 VDC. The CPP proceeded to once again use the discharge feature, but the voltage went up to 270 VDC instead of going down.

After additional troubleshooting, the CPP determined that the Recharge and Discharge buttons were misconfigured, and thus the Recharge button caused the voltage to lower to the appropriate level for installing the fuse without a spark. Once this misconfiguration was identified, the work was able to be completed, the UPS components were relabeled, and the system was brought back to a normal operating status.

Preliminary Actions The Critical Power Professional (CPP) encountered an issue with the Emergency Lighting UPS that had existed since the unit was manufactured, and remedied it based on his own expertise.
Resolution Although our CPP was exposed to an unknown hazard, he was also able to remedy the situation on-site. Nationwide Power’s team of Critical Power Professionals average over 22 years of industry experience. Where other service providers may have deemed the unit as inoperable, our team was able to complete the job to the customer’s satisfaction.
Root Cause Unknown. If the root cause was in fact due to a manufacturer defect, the unit would have been out of warranty by the time the defect was identified.
Additional Reading Identifying qualified UPS service providers:
Raising the Bar in Critical Power Education
Band-Aid Fixes Don’t Actually Fix Problems, Especially in the UPS World

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

A YEAR TO CELEBRATE

A YEAR TO CELEBRATE

News Article   As we look back on 2019, we have much to celebrate. As our business continues to grow, our focus on quality has never been stronger. Here are a few of our favorite highlights:Celebrating our 18th year in business, in which time we have established...

The Phil Crosby Workshop

The Phil Crosby Workshop

News Article   Last month, we brought our company leaders from across the country together to talk about one very important topic: quality. At Nationwide Power, we take the Phil Crosby approach to defining quality, whereas quality is simply conformance to...

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Illinois

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Case Study # 133 | Overheated UPS Batteries in Eaton 93E 30kVA

Case Study # 133 | Overheated UPS Batteries in Eaton 93E 30kVA

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.

For our contracted customers, during each and every Preventive Maintenance visit, our Critical Power Professionals™ perform an environmental inspection to check room temperature, heat spots, moisture, and any potential safety hazards that could interact negatively with the UPS system. We make recommendations based on our observations and will follow up periodically.

In this case study, we review the details of a battery replacement job for a contracted customer. Unfortunately, due to the environmental conditions of the critical power room, excessive heat caused UPS battery failure prior to the natural end-of-life of the battery string.

To protect the confidentiality of the customer, the customer will be referred to as Company A.

Product Eaton 93E 30kVA
Application Data Center in Medical Facility
Synopsis

During a routine Preventive Maintenance inspection, the Nationwide Power Field Engineer discovered overheated batteries that required immediate replacement. Upon further inspection and discussion with the site contact, it was reported that the HVAC system had been failing intermittently – in the peak of summer – which caused irreversible damage to the UPS batteries.

The UPS batteries were not due for replacement for another 12 – 18 months. Unfortunately, due to the high ambient room temperatures damaging the UPS batteries, immediate replacement was required, costing the client in excess of $4,000.

Preliminary Actions

The client had been diligent about proper UPS maintenance and regularly scheduled PM inspections. As a result of a timely PM schedule, this issue was identified early on, limiting Company A’s risk and exposure.

If this issue had not been addressed promptly, it could have resulted in any of the following:

  • Full battery replacement required, as opposed to the single string.
  • Other UPS component part failures, including damaged battery trays and cabling.
  • Risk of fire, causing a much larger safety threat to the site.
Resolution Battery string was immediately replaced, and the HVAC system repaired to fully operational condition.
Root Cause

The life expectancy for the UPS batteries in this case study was shortened by 12 – 18 months due to HVAC failure.

Nationwide Power installs strip thermometers on our clients’ UPS units. This helps the customer easily monitor temperature at any time by site personnel. Ambient temperatures in the data center room, or wherever the UPS system is located, generally should not exceed the ideal ambient temperature range of 70-77° Fahrenheit.

Additionally, Nationwide Power recommends room monitoring systems which will alert key team members whenever certain environmental elements vary from acceptable ranges.

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

A YEAR TO CELEBRATE

A YEAR TO CELEBRATE

News Article   As we look back on 2019, we have much to celebrate. As our business continues to grow, our focus on quality has never been stronger. Here are a few of our favorite highlights:Celebrating our 18th year in business, in which time we have established...

The Phil Crosby Workshop

The Phil Crosby Workshop

News Article   Last month, we brought our company leaders from across the country together to talk about one very important topic: quality. At Nationwide Power, we take the Phil Crosby approach to defining quality, whereas quality is simply conformance to...

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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

A YEAR TO CELEBRATE

A YEAR TO CELEBRATE

News Article   As we look back on 2019, we have much to celebrate. As our business continues to grow, our focus on quality has never been stronger. Here are a few of our favorite highlights:Celebrating our 18th year in business, in which time we have established...

The Phil Crosby Workshop

The Phil Crosby Workshop

News Article   Last month, we brought our company leaders from across the country together to talk about one very important topic: quality. At Nationwide Power, we take the Phil Crosby approach to defining quality, whereas quality is simply conformance to...

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January 10, 2020

"We have been with you for a number of years now, and our tech, Brian, is and always has been a pleasure to deal with. Brian is very knowledgeable and gives us pointers and advice on our equipment."

View All - John G
Illinois

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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

A YEAR TO CELEBRATE

A YEAR TO CELEBRATE

News Article   As we look back on 2019, we have much to celebrate. As our business continues to grow, our focus on quality has never been stronger. Here are a few of our favorite highlights:Celebrating our 18th year in business, in which time we have established...

The Phil Crosby Workshop

The Phil Crosby Workshop

News Article   Last month, we brought our company leaders from across the country together to talk about one very important topic: quality. At Nationwide Power, we take the Phil Crosby approach to defining quality, whereas quality is simply conformance to...

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January 10, 2020

"We have been with you for a number of years now, and our tech, Brian, is and always has been a pleasure to deal with. Brian is very knowledgeable and gives us pointers and advice on our equipment."

View All - John G
Illinois

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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://eprnews.com/finding-the-right-ups-service-provider-read-the-fine-print-2-371342/
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

A YEAR TO CELEBRATE

A YEAR TO CELEBRATE

News Article   As we look back on 2019, we have much to celebrate. As our business continues to grow, our focus on quality has never been stronger. Here are a few of our favorite highlights:Celebrating our 18th year in business, in which time we have established...

The Phil Crosby Workshop

The Phil Crosby Workshop

News Article   Last month, we brought our company leaders from across the country together to talk about one very important topic: quality. At Nationwide Power, we take the Phil Crosby approach to defining quality, whereas quality is simply conformance to...

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Solutions

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January 10, 2020

"We have been with you for a number of years now, and our tech, Brian, is and always has been a pleasure to deal with. Brian is very knowledgeable and gives us pointers and advice on our equipment."

View All - John G
Illinois

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