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

NATIONWIDE POWER CELEBRATES 18th YEAR IN BUSINESS

NATIONWIDE POWER CELEBRATES 18th YEAR IN BUSINESS

News Article It is with great pride to announce that our team at Nationwide Power celebrates our 18th year in business! Over the years, we have grown to have the largest national footprint among UPS service providers, and we have built our business on one key...

Discontinued UPS Battery Models – Does it Impact You?

Discontinued UPS Battery Models – Does it Impact You?

News Article It was recently announced that certain EnerSys and Exide GNB UPS battery models have been discontinued and product availability is quickly depleting or no longer exists. The following UPS batteries are included in this list:Discontinued...

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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

NATIONWIDE POWER CELEBRATES 18th YEAR IN BUSINESS

NATIONWIDE POWER CELEBRATES 18th YEAR IN BUSINESS

News Article It is with great pride to announce that our team at Nationwide Power celebrates our 18th year in business! Over the years, we have grown to have the largest national footprint among UPS service providers, and we have built our business on one key...

Discontinued UPS Battery Models – Does it Impact You?

Discontinued UPS Battery Models – Does it Impact You?

News Article It was recently announced that certain EnerSys and Exide GNB UPS battery models have been discontinued and product availability is quickly depleting or no longer exists. The following UPS batteries are included in this list:Discontinued...

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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

NATIONWIDE POWER CELEBRATES 18th YEAR IN BUSINESS

NATIONWIDE POWER CELEBRATES 18th YEAR IN BUSINESS

News Article It is with great pride to announce that our team at Nationwide Power celebrates our 18th year in business! Over the years, we have grown to have the largest national footprint among UPS service providers, and we have built our business on one key...

Discontinued UPS Battery Models – Does it Impact You?

Discontinued UPS Battery Models – Does it Impact You?

News Article It was recently announced that certain EnerSys and Exide GNB UPS battery models have been discontinued and product availability is quickly depleting or no longer exists. The following UPS batteries are included in this list:Discontinued...

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Case Study #126 | Eaton 9315 160kVA Load Loss

Case Study #126 | Eaton 9315 160kVA Load Loss

Case Study

In this case study, we feature a recent scenario where an Eaton 9315 160kVA experienced a load loss which could have been prevented. The Eaton 9315 UPS is over 20 years old. The customer formerly held a contract with Nationwide Power but switched service providers to save on annual service costs. However, this move cost them substantially more in the end, and they returned to having Nationwide Power service their critical power equipment.

Note: Many companies will assert their ability to service legacy units like the Eaton 9315 featured here. However, it is very limited as to what these companies can do to repair the unit and extend the EOL without access to parts inventory should the system experience failure.

Nationwide Power boasts a 57,000 square foot warehouse with over $10 million in equipment and parts inventory. This uniquely positions Nationwide Power as the industry leading independent UPS service provider.

 

Product Eaton 9315 160kVA
Application Data Center at State University
Synopsis Inadequate maintenance and service recommendations by previous service provider, along with the inability to access necessary parts caused a critical load loss.
Preliminary Actions

Upon arrival, observed previous service provider logs from the past 6 months. Status was noted as “No Issues.”

Found battery #1 in a failed state, dropping to 4 volts when load tested. All batteries were past due for replacement and were in a deteriorated state.

In the presence of the site contact, critical load was transferred to Static Bypass and then maintenance bypass. Within two minutes, the Maintenance Bypass circuit breaker tripped and dropped the critical loads.

Resolution

Maintenance Bypass circuit breaker requires immediate replacement. Customer must weigh the cost of a battery replacement in a 20-year-old unit or a full unit replacement with 50% less capacity.

By returning to Nationwide Power, the customer had renewed confidence that their Eaton 9315 UPS could be adequately serviced to extend the EOL. They then opted to replace the maintenance bypass circuit breaker and install new batteries.

Root Cause

In a cost cutting effort, the customer switched to the low-price leader service provider without realizing what they were sacrificing in quality.

The maintenance bypass was not operated/exercised by the former service company during preventive maintenance 6 months prior, and a note should not have been written on the service sticker stating, “No Issues”. Identifying and resolving the key issues noted here would have prevented a critical load loss.

The customer now sees the value of quality over lowest price and is once again a Nationwide Power customer.

Additional Reading The Importance of UPS Preventive Maintenance
Preventive Maintenance or Full Service Contract?

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

NATIONWIDE POWER CELEBRATES 18th YEAR IN BUSINESS

NATIONWIDE POWER CELEBRATES 18th YEAR IN BUSINESS

News Article It is with great pride to announce that our team at Nationwide Power celebrates our 18th year in business! Over the years, we have grown to have the largest national footprint among UPS service providers, and we have built our business on one key...

Discontinued UPS Battery Models – Does it Impact You?

Discontinued UPS Battery Models – Does it Impact You?

News Article It was recently announced that certain EnerSys and Exide GNB UPS battery models have been discontinued and product availability is quickly depleting or no longer exists. The following UPS batteries are included in this list:Discontinued...

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Case Study #125 | Preventive Maintenance Only vs Full Service Contract: Schneider Electric

Case Study #125 | Preventive Maintenance Only vs Full Service Contract: Schneider Electric

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 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. In the long run, however, the customer’s out-of-pocket expense significantly exceeded the cost to maintain the full UPS service contract.

Product Schneider Electric
Application Technology Data Center
Synopsis Lack of full UPS service contract cost client roughly $29,000 in ongoing, billable repairs.
Preliminary Actions

Ongoing repairs over the course of 6 months.

Customer had placed multiple service calls due to concerns with power quality and issues with their UPS equipment. All calls resulted in billable events. In each event, the required repairs were completed and the UPS was returned to a normal mode.

Resolution

After approximately $29,000 in out-of-pocket expense, the UPS is back to useful operating condition.

The NP recommendation stands for customer to complete preventive maintenance in a timely fashion and reconsider upgrading to a full UPS service contract where time and materials are covered.

Root Cause

In a cost cutting effort, the customer opted for a preventive-maintenance-only contract instead of continuing their full UPS service contract. The difference in price between the two contracts is roughly $1,500. Assuming the customer would not experience any issues with their UPS equipment over the contract period, they could potentially save that $1,500 difference. However, due to the age and condition of the equipment, having no billable incidents was very unlikely.

The customer’s total out-of-pocket expense during the contract period was roughly $29,000. Had the customer invested that $1,500 into the full-service contract, 100% of the out-of-pocket expense ($29,000) would have been covered by Nationwide Power.

In addition, customer was unresponsive in scheduling preventive maintenance service calls to keep the equipment in optimal running condition, further putting their equipment at risk.

Additional Reading The Importance of UPS Preventive Maintenance
Preventive Maintenance or Full Service Contract?

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

NATIONWIDE POWER CELEBRATES 18th YEAR IN BUSINESS

NATIONWIDE POWER CELEBRATES 18th YEAR IN BUSINESS

News Article It is with great pride to announce that our team at Nationwide Power celebrates our 18th year in business! Over the years, we have grown to have the largest national footprint among UPS service providers, and we have built our business on one key...

Discontinued UPS Battery Models – Does it Impact You?

Discontinued UPS Battery Models – Does it Impact You?

News Article It was recently announced that certain EnerSys and Exide GNB UPS battery models have been discontinued and product availability is quickly depleting or no longer exists. The following UPS batteries are included in this list:Discontinued...

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

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

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

Case Study #118 | Symmetra PX Good and Bad UPS Batteries

Case Study #107 | Eaton 9315 Rotation Alarm

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

NATIONWIDE POWER CELEBRATES 18th YEAR IN BUSINESS

NATIONWIDE POWER CELEBRATES 18th YEAR IN BUSINESS

News Article It is with great pride to announce that our team at Nationwide Power celebrates our 18th year in business! Over the years, we have grown to have the largest national footprint among UPS service providers, and we have built our business on one key...

Discontinued UPS Battery Models – Does it Impact You?

Discontinued UPS Battery Models – Does it Impact You?

News Article It was recently announced that certain EnerSys and Exide GNB UPS battery models have been discontinued and product availability is quickly depleting or no longer exists. The following UPS batteries are included in this list:Discontinued...

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New York

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