APC by Schneider Electric Omdömen 

Absolutely appalled by their level of service. We have 3 of their popular 3Kva UPS systems which have all failed around similar times. We are getting emails every 2 minutes about 2 errors from each system. Despite changing the email frequency, updating all the onboard firmware/software and power draining and restarting the units (whilst also staying late to do so - to not interrupt business operations) we kept getting the emails - that means we are getting around 8000 over the course of a weekend! We were also suddenly getting repeated 'internal hardware faults' on all 3 units around the same time. They suggested we replaced all 9 batteries in these systems to determine if it was the UPS or the batteries at fault. So we just spend £4500 to test this for you? No thanks!
Now going for Li-Ion solutions from another business. APC seem to be getting too big for their boots.

Emails to and from Schneider/APC have left me feeling ignored after following their advice and asking about the bug with their software sending far too many emails and not being willing to confirm this as a bug.

The UPS I bought arrived dead, so I contacted their support twice via email without getting an answer. I then called the support and they told me to send my address and invoice via email. I sent it and then again nothing happened. I called the support again and they tell me they didn't get a mail. I resent it from another address and they finally confirmed it. I double checked my first email address (GMX), it sends fine to gmail and Proton, so the problem must be on their end. But wait, there's more! The replacement part never arrived, someone must have clicked the wrong thing and sent an order confirmation without placing an order. Two weeks later I get another order confirmation in Romanian, a language I don't speak. But this time it contains a tracking link and lo and behold, the part arrives a few days later. Someone must have checked the ticket and noticed the f-up.

# Was passiert ist
Eine USV des Typs APC BX700U-GR schützte gut 5 Jahre lang meine NAS-Systeme vor Abstürzen durch Stromausfälle. Vor ca. 2 Wochen schaltete sich die BX700U während des Betriebes automatisch ab. Dies führte zu einem Stromausfall an allen daran angeschlossenen NAS-Systemen. Nach dem Ausfall ließ sich die BX700U wieder einschalten, aber dessen grüne LED blinkte, welche vorher immer dauerhaft leuchtete.

# Kundendienst kontaktiert
In der Bedienungsanleitung habe ich keine eindeutige Information dazu gefunden, was eine blinkende grüne LED genau zu bedeuten hat. Deswegen habe ich den Kundendienst kontaktiert. Der Kundendienst antwortete am nächsten Tag vormittags. Mir wurde mitgeteilt, dass »höchstwahrscheinlich« die Batterie nicht mehr im besten Zustand ist und ersetzt werden muss. Der Lebenszyklus der Batterie von 5 Jahren ist überschritten. Bis hierhin fand ich den Kundendienst super. Der Kundendienst hat mir dann jedoch mitgeteilt, dass die komplette USV zu ersetzen ist, weil ein Batteriewechsel nicht möglich ist. Das ist eine eindeutige Fehlinformation. Um zur Batterie zu kommen, muss man lediglich 2 Schrauben am Gehäuse lösen und den Deckel entfernen. Danach hat man die mit 2 Kabeln angeschlossene Batterie vor sich und kann sie nach dem Abnehmen der Kabel einfach herausziehen. Dafür muss man nicht mal handwerklich begabt sein.

# Neue Batterie
Seit dem Einbau der neuen Batterie funktioniert die USV wieder problemlos. Auch die grüne LED blinkt nicht mehr und leuchtet wieder dauerhaft.

unfortunately, when it was time to change my batteries on my rack mounted unit, no one had the batteries in stock, which makes me think twice now, If I ever get the battery replacement if I would opt for extra warranty but then they won't have the battery in stock.

I initially called SE to know where to get a replacement and they guided me to their website to find a reseller, I called around 12 numbers with only one company that told me they will check if the batteries are available.

what an expensive waste of time.

I will be considering other brands from now on.

Once upon a time APC was the de-facto standard name in UPS / PDU equipment.

I made the horrible mistake of ordering something directly from them vs going through a retailer. Worst experience ever. Website claims unit is in stock ( but weirdly it isn't ). Utterly dismal response-time and all " help " is outsourced Phillippines. After trying to follow up for 3 weeks about when my unit will ship, they finally slapped a tracking number and marked it shipped, citing that as the reason they won't cancel / refund the order.

This would be lovely, but the tracking number they slapped onto my web order is for a shipment that left Miami for India TWO MONTHS BEFORE I PLACED MY ORDER. My shipping address is in California, by the way.... database error? I highly doubt it. Oh, and their agents told me that it was MY responsibility to contact the shipper to clear up the discrepancy in the tracking number. You practically can't make this up it's so horrendously bad.

None of this makes any sense at all.

I will never buy from this company again. Not even so much as a surge strip. Be assured that I will share my experience at every opportunity.

Awful. Acquired an expensive ups a little over 3 years ago replaced its batteries last September 2022 and out of the blue it completely failed two weeks ago.
Not being satisfied with this I reported it to the apc help desk, provided them with the information they required; serial number on the unit and the batteries etc. and they've refused to make any amends for this clearly faulty unit. I provided them with evidence of the acquisition of the ups but annoyingly it was what I couldn't not get my hands on that they were seeking which was a receipt for the replacement batteries I acquired last September. Absolutely nonsense since the batteries having been tested by my IT specialists are fully charged and are functioning well. It is the UPS that has failed and yet they want the serial number and receipt for the batteries? Total and utter nonsense. I have acquired a different but similarly powered unit from cyberpower, would recommend them over apc from now on.
Both earl and Joel did everything they could to avoid taking on responsibility for this issue and I won't be investing in their products, nor will my company at any point in the future. avoid avoid. Rubbish.

The parcel was delivered within the hour of a three hour time slot which was emailed and text to me earlier in the day. The driver was polite and friendly.

$20,000 in solar equipment and failing inverter cooling system due to bad design. An ongoing problem since at least 2013 that Schneider is aware of. Asked for help and was told by support that Schnider does not support their product when out of warranty. I should seek help from a third party repair shop in the USA.
This left me with no other option but to seek legal advice for clarification on "The right to repair" legislation.

Purchased a DIN Rail Panel Mount UPS w/ High Temp Battery 500VA 120V on 11/4/22 which they claim to have in stock. Place the order and come to find out 6 days later from Aileen Vallada via email that they're missing a part. This after multiple calls that went unanswered because they had such high call volume that I'd hold and after 20 minutes the calls would hang up. I requested an ETA on that missing part via reply and nothing. Went on the site again to contact thru chat...not available. Their policy is to get back to inquiries within 4 business days yet it's been over 8 business days and nothing. Called again today and was miraculously patched thru to someone and when I explain to Dan, in a professional, manner the runaround I've been getting, I get hung up on again.

As long as I can avoid it, I'm never ordering another APC product again which doesn't bode well for APC given I'm the procurement manager at my company and I can always find an alternative regardless of how much more it is. Sometimes principle is worth the premium paid.

Product (Smart UPS 3000) is still working fine after lots of years. But the company service is the worst! Incredible. Even after 4 efforts (webform, mail, called helpdesk 2x) APC is still not getting back with the return information for the replaced RBC43 battery. Every time no response although they promise to get back. How they can survive with support like this is a wonder, I'll never buy APC again.

The worst. Horrible customer service, took forever to get a replacement battery for my backup, when it finally arrived the battery is faulty. I'm now going on two weeks just trying to figure out how to return it. They keep promising an email, and nothing. Do not use this company ever.

My advice - avoid this company. Their support and processes apparently haven't been updated since the 1980s.

I attempted to order a replacement battery for a UPS direct through their website. Payment process broke before the order was complete though (payment processor gateway error) - so was quite surprised to find out that I'd been charged - twice! - for the item even though no order had been generated.

No problem I thought - these things happen occasionally. I'll contact support to arrange for the money to be reversed or refunded back to my account. Perhaps if they're really on the ball they'll simply create an order for the money that's already been taken.

Yeah, that didn't happen...

Got an initial fairly reasonable response from support within a few hours (although no apology for their payment gateway breaking) - and after a bit of email ping-pong they assured me that the payment would be reversed within 2-3 days.

2-3 days later *one* of the payments had been reversed - the other was (and is) still outstanding on the account.

That's when the true nature of the company started to shine through however. Email responses now started to take 24+ hours to arrive, and was fobbed off with a variety of copy and paste responses -

"payment processor says it can take up to 30 days for a refund" (Sure it can take up to 30 days I guess ... if your bank uses punched cards and writes out the transactions with an ink quill.)

"here's the transaction record" (provides the transaction record for the one payment that's been reversed, not for the one that hasn't...), etc.

So it's now been a week - I haven't had any more email replies from them, and am still without the funds that were incorrectly taken from my account, or indeed the UPS battery that I needed to order in the first place.

My next step will be to file this as a fraudulent transaction with my bank on Monday. Monolithic, ancient companies like this won't ever care about customers, and won't ever improve. imho buy from elsewhere.

The product (PM8-GR) does what it supposed to do. However, it randomly breakes down and then you can throw it away because the (Dutch) support desk simply doesn't care. They replied after two months of sending a service request wondering whether the product was still broken. Replying to that resulted in no response.

I think it is part of their support strategy, to just wait as long as possible so the customer forgets abouts their defect product(s).

I Will advise all clients against using APC products in future. Very overpriced, and impossible to replace basic parts. Refused to replace a removable display module that was damaged. I was told to buy a new UPS.
Avoid

APC unit failed. Killed a 5 month old $250 Linksys router. Company refused to pay for the damages; citing "fair market value" which means they look up the blue book USED value of your item and pay you a fraction of that. They are asking that I PAY to send them back the unit which is under their warranty. Customer service refuses to give any straight answer. DO NOT TRUST THIS COMPANY.
DO NOT BUY FROM THEM.
JUST WALK AWAY. You will save time and money.

Placed an order through the UK website but never received order confirmation nor process updates. No charge on the credit card either. After a week, I got to the day I needed it and ordered one from Ebuyer instead which arrived the day after. THEN my credit card gets charged (10 days after the order) and the box shows up on my doorstep 3 days later. There was no way to cancel the order… to return it, I have to fork out 1/3 of its cost in shipping and send it to the Netherlands.

I’m sure their products are good, but their service isn’t and if I need their products, I’ll rather buy through other shops. They seem to be cheaper too.

They are so disgusting bad with their customer service!

I bought an APC Batterie that didn‘t work out with that what I wanted unfortunately.
So I had to send it back, but on my own costs! I bought it from the ‚danish‘ site but sendet the package back to Holland instead Denmark. So only to send it back, I have paid 100€! And they received the Batterie at the 17.06.21, and I first got my money today! (05.07.)
After more than 2 weeks finally
Also every time I call them, they try to tell me something different only to calm me down.
I‘m tired of this …

Any other company would have taken the costs to send the package back, and also they would be much faster (like SolarPower)

I have tried other companies also and I got my money within 3-4 working days.

J'ai acheté un onduleur APC Back-UPS Pro 1200VA, il y'a trois ans, il est tombé en panne juste après la fin de ma garantie (3 ans). Et ce n'est pas un souci de batterie !
Aucune compréhension du côté du SAV, malgré de longues (et courtoises) explications sur la situation.
La seule chose que l'on m'a proposé, c'est de m’offrir 25% sur un appareil neuf, sachant que le produit m'avait coûté 195€ à l'achat, et qu'il est maintenant à 345€ environ. Autant dire que les 25% ne me permettent même pas de racheter le même produit pour un prix similaire.
C'est une honte. Je pensais qu'acheter auprès d'une entreprise comme Schneider Electric était un gage de qualité et de professionnalisme, je me trompait royalement.
Mon argent ira dorénavant chez leur concurrent !

Cliente APC da anni. Decido di evitare Amazon e comprare direttamente approfittando anche di un Trade-In. Dopo 15 giorni non ho ancora ricevuto nulla. Il tracking riporta l'ordine 'in evasione', al telefono rispondono che non c'è a magazzino e 'lo stanno cercando', chiedendo anche prova del pagamento (pagato con carta di credito online!). Spero il supporto tecnico sia meglio... Addio APC, torno da Amazon (per altre marche di UPS). Per vendere così, meglio chiudere lo shop online, fidatevi.