American Power Conversion Complaint - Poor Customer Service

Review by laguek on 2008-11-26
WEST KINGSTON, RHODE ISLAND -- Here is my story:

I purchased a new APC BACK-UPS RS 1500VA LCD 120V (model BR1500LCD) on Nov 11, 2008 with the intent on protecting a small network switch in a little wiring closet tucked away in some office.

When I finally got around to unboxing the unit a week later the unit would not turn on(LCD) and a loud audible tone (continuous) could be heard.

I considered the unit DOA so I called my reseller and tried to get an exchange shipped to me. After a couple of days, they said they couldn't accept returns and I had to call APC for an RMA.

At this point, I really wasn't satisfied with their answer but I understood. They wanted to make sure it was not user error.

Things only got worse at this point.

I was on hold for 15 min. before someone took my call, another 15 min. was wasted after repeating my name 5 times before they got it right and then the customer/tech representative asked me about a dozen irrelevant questions before I got so frustrated and finally said either you issue me an RMA or I'm hanging up.

From the beginning I clearly identified myself as a corporate customer and I wasn't going to waste 1 hour of my time answering some questions repeated from a script by an employee sitting in some Call Center in East Asia.

I have bought many products from APC in the past and there support was more than adequate.

But this is the first time I have called since they were bought by Schneider Electric and can honestly say that customer service has definitely suffered.

I am posting this message to warn people to avoid APC products altogether.

I am going to think twice before choosing an APC UPS, I am now looking at alternate companies for my home, network and data centers needs.

Goodbye APC
Comments:1 Replies - Latest reply on 2008-11-27
Posted by madconsumer on 2008-11-27:
any time i buy these, i buy for a dealer locally that accepts returns.

if your equipment is valuable enough to protect, your time is cheap enough to get them working.

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