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Complaint Details
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Initial Complaint
09/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
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 response
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
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
12/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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 ONLYCustomer response
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
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 response
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
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 response
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 .
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.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.
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
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 response
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
07/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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.
Initial Complaint
03/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Trying to resolve "screaming **** issue with APC. On multiple occassions they have asked me to cut power to my PC without having me shutdown first, risking damage to my PC (which is why I have a *** to begin with.) They have also been unable to resolve my issue, unable to tell me WHAT the issue is, they have failed to return phone calls, answer emails, asked me for videos of the problem and failed to respond to those emails, refused to transfer me to management when asked, and the technician I am speaking to right now OBVIOUSLY raises chickens as a side-gig because I hear a rooster crowing every 10s.Business response
03/23/2022
Dear ******,
Thank you for bringing these concerns to our attention. We apologize for any inconvenience or frustration they may have caused. We have asked a member of our ************* leadership team to contact you directly and work to resolve these issues to your satisfaction. You will be contacted within the next 24 business hours.
Customer response
03/23/2022
I have been contacted by a customer care representative and I have discussed my concerns with them. While i've yet to reach a resolution to this case, I have agreed to continue working with them to try and reach an amicable resolution.
Thank you.
Initial Complaint
03/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
1st Issue: I installed a SRT200RMXLA ********* Online and an ****************** card (AP9641) this weekend. I was able to register the ********* but not the ****************** Card, Temp Sensor, or humidity control. I phoned APC this morning to get help with 2 different things. I have two yellow pieces of paper that came with them that say go to warranty.apc.com. Each of these pieces of paper have a separate key code I'm supposed to use once I'm there. The problem is the website redirects you to another website where you can't use Key Codes.2nd Issue: I want to be able to remotely connect to my unit same as I do with all other ********* devices. Apparently they do not support this any longer. I phoned APC this morning to get help with each of these things. I spent 1.5 hours. In that time I got no questions answers. Got hung up on twice. When it was clear the person on the other end did not understand what I was asking for I requested an escalation. She refused. Over the course of the 1.5 hour I asked for an escalation 8 times. She continued to refused. Continued to not understand what I was asking for. It was a complete exercise in futility.The Tech's name is ******************* Mabongga. I finally got to someone named ****. He told me the Product Registration Cards they send out with these products is from a warranty / hardware registration system that has been completely discontinued. Why in the world would they discontinue the system while products in the field manufactured as recently as 5 months ago, still have the other registration method?My message to APC would be that this whole process has been the exact opposite of customer service. I had a horrible experience with their support staff today and even their own support staff said their is little change anyone will respond to a complaint about the product warrant process being changed. They also said the inability to manage the device through the cloud won't be looked at eitherBusiness response
03/15/2022
Dear *****,
Thank you for bringing these concerns to our attention. We apologize for the delayed response. Your comments were escalated to our *************************** team and we asked that someone contact you as soon as possible regarding these concerns. Chat is typically the fastest way to reach out support teams, but the long wait times and connection issues definitely need to be addressed as well. the best way to register our products is on line and the miscommunication on the agent's part will also be addressed.
https://www.apc.com/shop/us/en/warranty/product-registration.jsp
Initial Complaint
01/06/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I received a Release and Settlement of Claim from Schneider Electric on 01/06/2020 and I've yet to receive payment for my damaged equipment under the Equipment Protection PolicyBusiness response
01/07/2022
Thank you for bringing this matter to our attention. I have contacted our claims manager. A trace will be opened on the check that was issued and once it is confirmed as lost, a new check will be issued. The claims manager will contact you directly within 3-5 business days with an update.Customer response
01/17/2022
Thank you so much, the claim department has contacted me and I have confirmed my address. I am just waiting for them to mail me a replacement check. Thank you for your good gesture.
*************************************Initial Complaint
09/30/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a product through Amazon from Schneider electric as a backup battery. Now I contacted the seller back in June or early July they sent me out a replacement since the first ones crapped out. Now the replacement ones crapped out and I've been trying to return them for a full refund first through Amazon and since before the 25th of September as that would have been a yr, but neither of them has taken ownership of bad products being sold that don't last, and are putting it on each other as owing me a refund, also since I filed my second complaint with with the defendant they have been dragging their feet as to make the return past the one yr period. Which is deceitful and not worthy of having a good Better Business Bureau rating.Business response
10/04/2021
Thank you for bringing this concern to our attention. We have asked a member of our support management team to contact you directly and work out an acceptable resolution to this issue. We apologize for any inconvenience this situation has caused.Customer response
10/04/2021
The reason I am not satisfied is because it sounds to me like I'm going to get screwed and your going to find in their favor as, every time I've brought up a case in the hopes you'd stick up for the little guy, but you have never found once in my favor. I'm interested in seeing how your associate will tell me if I'm correct or not.
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.
[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,***********************
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