American Power Conversion Complaint - Poor Customer Service
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.