Lowell Manufacturing Company | 05-10-18
UPS-XBDM-20RHW Manual
Page 13
Obtaining Service
If the UPS requires Service:
1. Eliminate obvious causes.
2. Verify there are no circuit breakers tripped.
3. Call your dealer for assistance. If you cannot reach your dealer, or if they cannot resolve the problem,
call Lowell Manufacturing Company at 800-325-9660. Please have the following information available
BEFORE calling:
• Your name and address.
• The serial number of the unit.
• Where and when the unit was purchased.
• All of the model information about your UPS.
• Any information on the failure, including LED’s that may or may not be illuminated.
• A description of the protected equipment, including model numbers if possible.
• A representative will ask for the above information and, if possible, help solve the problem over the
phone. In the event that the unit requires factory service, they will issue a Return Material Authoriza-
tion number (RMA).
If you are returning the UPS for service, please follow these procedures:
1. Pack the UPS in its original packaging. If the original packaging is no longer available, ask about obtaining a
replacement set of packaging material. It is important to pack the UPS properly in order to avoid damage
in transit. Never use Styrofoam beads for packing material.
2. Include a letter with your name, address, daytime phone number, RMA number, a copy of your original
sales receipt, and a brief description of the problem.
3. Mark the RMA number on the outside of all packages. Lowell cannot accept any package without the RMA
number marked on the outside of the boxes.
4. Return the UPS by insured, prepaid carrier to the address provided by the representative.
5. Refer to the Warranty statements in this manual for additional details on what is covered.
