Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had an APC (Model BR1500MS) that we purchased from Staples late 2022 spontaneously make a loud bang and start smoking. We took it outside and hosed it down as a precaution. It appears something on the internal board caught fire. It was only running a set of desktop speakers (Bose) and a computer monitor. We're happy to ship it in for a replacement....but, incredibly frustrated that a product we bought to secure and save our electronics almost caused a catastrophe of its own.

  

  Business Response

  Date: 08/02/2024

  Dear ******************,

  Thank you for bringing this issue to our attention. We apologize for any inconvenience this may have caused.  Please contact Schneider Electric support at your earliest convenience.

  *******************************************

  They can help you arrange for a replacement and help you file a claim if any of the items attached were damaged.

  Thank you.

  Customer Answer

  Date: 08/05/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I reject the notion that I should have to do the legwork when your ***** which was purchased to avoid catastrophe - instead caught fire, threatening the safety/security of my family and home. 

  Fix it - don't make me do the leg work. That's the least you can do. Especially after your equipment threatened my family. 

  JB

   

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:07/02/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The battery that APC/Schneider Electric sent me less than ten months ago has failed. After spending a good part of my day talking to their customer service, I was informed that they refuse to honor their warranty and send me a replacement. This is despite the fact that their own website clearly states that the battery is under warranty until October 21, 2024.The reason for the refusal is rather comical: the battery in question is already a replacement, for another defective battery. They were refusing that replacement as well, claiming that the two year warranty stated on the product at the time of purchase is incorrect. I had to file a BBB complaint on September 1, 2023. APC/Schneider Electric eventually agreed to honor the warranty, but now the agent is claiming that this was a 'courtesy' and even though that replacement failed, this is not their problem.I find this statement lacking any standing - I can only assume that they want to keep sending me defective batteries until the warranty expires.The satisfactory resolution for me would be a new replacement battery sent to me by APC/Schneider Electric, with a new one year warranty Fore reference, APC Case#: *********

  Customer Answer

  Date: 07/18/2024

  I have not heard from the business in response to my complaint.

  The last response from the company was on July 8 (the date I filed the BBB complaint. In that communication, the agent once again reiterated their refusal to replace the product under warranty.

  

  Business Response

  Date: 07/19/2024

  Dear ******************,

  Thank you for bringing these concerns to our attention.  We apologize for the delayed response to your complaint.  We have escalated the matter to the ************* leadership team at ***************************************** and asked that someone contact you directly and work to resolve the matter to your satisfaction.  Please reach out again if you are not contacted within 48 business hours.

  Thank you.

  Customer Answer

  Date: 07/29/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The business did not provide  any resolution, just a promise that they will contact me directly within 48 hours. One week has passed and I did not receive any communication from them.
  

   
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 08/02/2024

  Dear ******************,

  We spoke with the ******************** on your behalf and they provided case number 103898939.  In this case, the agent explained that the battery replacement in September 2023 would be offered as a one time courtesy.  Newly purchased batteries come with a new warranty, but warranty replacements live out the original warranty of the device itself.  Unfortunately, given the age of the unit and the original battery installed, all warranty options have expired.   Schneider Electric does offer upgrade options if you wanted to pursue a new unit with a brand new warranty.

  Thank you.

   

  Customer Answer

  Date: 08/11/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The business again refused to replace the product under warranty. Their excuses (provided in the response)  lack the standing and the relevance to my claim, for the following reasons:
  
  1. The customer care agents repeatedly mention "the age of the unit and the original battery installed." However, this is unrelated to my claim. I am not requesting a replacement for the original equipment; my request pertains to the replacement battery that I purchased separately, which has failed and been replaced twice already. This replacement is still under warranty.
  
  2. The battery was sent to me nine months ago as a warranty replacement. APC/Schneider Electric initially attempted to deny this replacement, claiming that the warranty information provided at the time of sale was an error (please see the attached screenshot of the warranty). The business only agreed to the replacement after I filed a BBB complaint. It is unacceptable that they now refer to this replacement as a 'courtesy.'
  
  The previous battery failed under its warranty, and the replacement failed within just nine months, clearly indicating it is defective. My expectation is simply to receive a functioning replacement that lasts through its warranty period. The battery has only been used as a backup and has undergone zero discharge/charge cycles, so it should be working as if it were new. Nowhere on their website or warranty card does it state that replacement parts do not carry their own warranty, as their previous response suggests. Such a policy would allow APC/Schneider Electric to delay resolution and continue sending defective products until the warranty period expires, which appears to be their current approach. I find this practice unconscionable.
  
  3. Even under their unreasonable assumption that the replacement does not have its own warranty period, it is still covered under the original warranty. The original battery was sent to me in August 2021. The warranty information is attached and is stated to be three years, to which they agreed as a resolution of my previous complaint.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:09/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a lithium battery for a *** unit from APC by Schneider Electric via Amazon's APC store in May 2021 (product link: ********************************************). The battery failed soon after. APC replaced it under warranty in August 2021.The replacement failed again in August 2023. I contacted Schneider Electric on 09/01/2023. Despite the product's advertised three-year warranty on the Amazon page (PDF attached), Schneider Electric now claims the warranty is only two years and has refused a replacement.I chose APC over third-party batteries and paid premium believing in their product quality and customer service. This situation undermines that trust. I seek the BBB's intervention to ensure Schneider Electric honors its stated warranty.Thank you for your assistance.

  

  Business Response

  Date: 09/05/2023

  Dear ******************,

  Thank you for bringing this issue to our attention.  We have escalated your concerns to the Schneider Electric ************************ team and asked them to review the case and contact you directly with next steps.  Please do not hesitate to reach out if you need any further assistance. 

  Customer Answer

  Date: 09/07/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  Schneider Electric contacted me and informed that the information about the 3 year warranty was erroneous, and the warranty was only two years. I replied to their email, reiterating that my purchase was based on this information, and stated that I would accept the refund for my purchase, if they are unwilling  to provide the warranty service. Attached below are both letters.

  
  Regards,

  ******

  Dear Ayz,
  Thank you for your prompt reply to my issue. I understand that  Schneider Electric provides warranty of two years for the batteries, and not three as erroneously stated on the sales page.
  I would like to point out that this amounts to false advertising by Schneider Electric. While I have no reason to infer that it was done deliberately and maliciously, this does not change the fact that I purchased your product based on these false claims - choosing to pay extra for a reputable product with better lifetime. Which clearly turned out to be not the case - considering that the battery failed twice already.
  If you are not willing to provide the warranty service, then getting a refund for my purchase would be acceptable to me. While I purchased the product on Amazon.com, the product is listed under "APC by Schneider Electric" store.
  Thank you,
  ***************************
  
  Hi ******,
  I am reaching out to you about your recent email regarding the warranty of an APC product that you purchased from Amazon.
  We apologize as we do not have control of what is posted from their website and if the warranty information was incorrect.
  This has been raised and got corrected from their end. Like what our Tech Agent informed you, the warranty of the battery is 2 years.
  Regards,
  **********************
  

   

  

  Business Response

  Date: 09/15/2023

  Dear ******************,

  Thank you for following up.  We spoke with Schneider Electric and they confirmed that they have replaced the battery for you and have contacted Amazon to correct the stated warranty information on their site.  We hope this resolves the matter for you.  Thank you.

• Initial Complaint

  Date:12/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  uncle bought it .the return policy of store expired/LOST RECEIPT,GAVE IT TO ME DO SOMETHING..battery exploded leaked but still turns on lcd good..model number APC backup NS 1250.,numbers BN1250LCD, LONGER NUMBERS JB0706001657,ANOTHER STICKER RC-M0832..REPLACEMENT BATTERY'S OR WHOLE NEW UNIT,ASAP,EMAIL ME ONLY

  Customer Answer

  Date: 12/12/2022

  I have not heard from the business in response to my complaint.uncle bought it .the return policy of store expired/LOST RECEIPT,GAVE IT TO ME DO SOMETHING..battery exploded leaked but still turns on lcd good..model number APC backup NS 1250.,numbers BN1250LCD, LONGER NUMBERS JB0706001657,ANOTHER STICKER RC-M0832..REPLACEMENT BATTERY'S OR WHOLE NEW UNIT,ASAP,EMAIL ME ONLY.

  

  Business Response

  Date: 12/13/2022

  Thank you for bringing this to our attention.  We apologize for the delayed response.  We have escalated this matter to our ************* managers and asked that someone contact you ASAP. 

  Customer Answer

  Date: 12/15/2022

  Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; best buy ********** ** .stated you sold the old units which is dangerous ************************* 2022,but discontinued june 2022 sitting too long till sold thats why bestbuy coropate stated you mandatory do as customer request. REPLACEMENT BATTERYS for this one APC backup NS **** and WHOLE NEW UNIT newest model with highest wattage usage capability,ASAP   APC BR1500MS2 .
  APC ******** Pro, 1500VA/865W, Tower, 120V, 10x NEMA ****R outlets, AVR, USB Type A + C ports, LCD, User Replaceable Battery
  Best Seller
  BR1500MS2.with extra battery.respond asap.no excuses runaround thank you.
  
  Regards,
  ******
  
  
  

   

   

  

  Business Response

  Date: 12/19/2022

  Thank you *************   Technical support will contact you again to discuss RMA options for this unit.  They will be back in touch within 24 business hours.  

  Customer Answer

  Date: 12/20/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; ifbest buy ********** ** .stated you sold the old units which is dangerous ************************* 2022,but discontinued june 2022 sitting too long till sold thats why bestbuy coropate stated you mandatory do as customer request. REPLACEMENT BATTERYS for this one APC backup NS **** and WHOLE NEW UNIT newest model with highest wattage usage capability,ASAP   APC BR1500MS2 .
  APC ******** Pro, 1500VA/865W, Tower, 120V, 10x NEMA ****R outlets, AVR, USB Type A + C ports, LCD, User Replaceable Battery
  Best Seller
  BR1500MS2.with extra battery.respond asap.no excuses runaround thank you.
  
  
  On Mon, Dec 19, 2022 at 11:20 AM *********************************** <******************************************> wrote:
  
  Hi ******,
  
  As a onetime courtesy, we have submitted a request to ship you a replacement battery (APCRBC109).and WHOLE NEW UNIT newest model with highest wattage usage capability,ASAP   APC BR1500MS2 .
  APC ******** Pro, 1500VA/865W, Tower, 120V, 10x NEMA ****R outlets, AVR, USB Type A + C ports, LCD, User Replaceable Battery
  Best Seller
  BR1500MS2   It may take 1-2 business days to ship. Please watch out for a couple of system generated emails for an RMA confirmation and another with tracking info once the replacement units ships out. As for the old battery, kindly dispose it locally or see other options below.
  
  Please look below for proper disposal instructions. Schneider Electric is committed to safeguarding our planet. Because batteries contain hazardous materials they must be disposed of properly.

  waiting on tracking number *** or ***** for ship you a replacement battery (APCRBC109).and WHOLE NEW UNIT newest modely,ASAP   APC BR1500MS2 .
  APC ******** Pro, 1500VA/865W, Tower, 120V, 10x NEMA ****R outlets, AVR, USB Type A + C ports, LCD, User Replaceable Battery
  Best Seller
  BR1500MS2 .too say soory that you messed up,ftc,******** of fl and ***** administration ,fbi,nsa,etc
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 12/27/2022

  We have shared your concerns with the ******************** and have asked them to contact you directly in order to resolve this matter.  Thank you for your continued patience. 

  Customer Answer

  Date: 12/27/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  bestbuy coropate ,***** administration ,ftc,consumer affairs,*********************** fl,fl state attorney general,stated you mandatory do as customer request. REPLACEMENT BATTERYS for this one APC backup NS **** and WHOLE NEW UNIT newest model with highest wattage usage capability,ASAP   APC BR1500MS2 .
  APC ******** Pro, 1500VA/865W, Tower, 120V, 10x NEMA ****R outlets, AVR, USB Type A + C ports, LCD, User Replaceable Battery
  Best Seller
  BR1500MS2.with extra battery.respond asap.no excuses runaround thank you.waiting on tracking number *** or ***** for ship you a replacement battery (APCRBC109).and WHOLE NEW UNIT newest modely,ASAP   APC BR1500MS2 .
  
  APC ******** Pro, 1500VA/865W, Tower, 120V, 10x NEMA ****R outlets, AVR, USB Type A + C ports, LCD, User Replaceable Battery
  Best Seller
  BR1500MS2 .too say soory that you messed up,ftc,executive courts order ******** of fl and ***** administration ,fbi,nsa,etc
  
  On Mon, Dec 19, 2022 at 11:20 AM *********************************** <******************************************> wrote:
  
  Hi ******,
  
  As a onetime courtesy, we have submitted a request to ship you a replacement battery (APCRBC109).and WHOLE NEW UNIT newest model with highest wattage usage capability,ASAP   APC BR1500MS2 .
  APC ******** Pro, 1500VA/865W, Tower, 120V, 10x NEMA ****R outlets, AVR, USB Type A + C ports, LCD, User Replaceable Battery
  Best Seller
  Regards,

  ******

   

   

• Initial Complaint

  Date:07/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought their battery backup earlier this year. The unit started acting up, so I tried to contact their technical support via phone. The problem is that they always put me in queue, but nobody ever answers ever. At first, their recording gives me like "15 minutes to have someone get to the phone". It updated a couple times like "12 minutes" and then "10 minutes" and so on. However, the recording soon changes to the tune of "it could take up to 30 minutes" and so on. The problem is that no one answers for well over 2 hours till I finally gave up on hold for multiple hours. This went on for already 3 days and I am finally realizing that this company is not serious about providing any support. Can someone from the business please call me??

  

  Business Response

  Date: 07/08/2022

  Dear ********,

  Thank you for bringing this issue to our attention.  We apologize for any inconvenience or frustration it has caused.  I have escalated this issue to our ************* leadership team and they will have someone contact you by close of business on Friday July 8, 2022.