CyberAiR DX Floor Mounted IOM Manual
5.0 PRODUCT SUPPORT
STULZ Product Support provides aftermarket technical
and field support, warranty authorization and part sales
to contractors and end users. Factory authorized
services are available by request and include:
•
Factory Authorized Start-up/Warranty Inspection
•
Commissioning Assistance
•
Break Fix Repair
•
Preventive Maintenance Contracts
•
Performance Evaluations
•
Technician and Owner Training
5.1 Factory Authorized Start Up/Warranty
Inspection
STULZ recommends purchasing Factory Authorized
Start Up/Warranty Inspection for all new STULZ
precision cooling equipment. Factory Authorized Start
Up/Warranty Inspection ensures that your equipment is
installed and operating per STULZ recommended
guidelines. This essential service guarantees that
STULZ equipment has the best warranty coverage
available.
STULZ precision cooling equipment is covered by an
industry leading 24 Month Upgraded Parts Warranty
and 90 Day Labor Warranty once Factory Authorized
Warranty Inspection/Start-Up is performed and Start
Up Checklists are returned and validated by STULZ
Product Support.
A Limited 12 Month Parts Only Warranty
applies if Factory Authorized Start
Up/Warranty is not
purchased and Start Up Checklists are received
from an unauthorized party and validated by
STULZ Product Support.
The STULZ Product Support coordinates all Factory
Authorized Services and ensures only STULZ certified
technicians are dispatched to perform your Factory
Authorized Start Up/Warranty Inspection. Please
contact the STULZ Product Support with field service
requests at (888) 529-1266 Monday through Friday
from 8:00 a.m. to 5:00 p.m. EST.
5.2 Technical Support
The STULZ Technical Support Department is
dedicated to the prompt reply and resolution of issues
experienced with supplied equipment. Please contact
(888) 529-1266 Monday through Friday from 8:00
a.m. to 5:00 p.m. EST. After hours support is also
available. Please provide your name and contact
information and a support technician will return your
call.
When calling to obtain support, it is important to have
the following information readily available,
(information is found on the unit’s nameplate):
• Unit Model Number
• STULZ Sales Order Number
• STULZ Item Number
• Unit Serial Number
• Description of Problem
5.3 Obtaining Warranty Parts
All Warranty Parts Authorizations are validated and
processed through the Technical Support
Department at (888) 529-1266 Monday through
Friday from 8:00
a.m. to 5:00 p.m. EST. A support technician at STULZ
will provide troubleshooting assistance over the
telephone.
If it can be determined that a part may be defective, a
warranty authorization for a replacement part will be
processed by STULZ Technical Support. The
replacement part will then be shipped via UPS ground.
If the customer requests that warranty part(s) be sent
by any other method than UPS ground, the customer
is responsible for the shipping charges. If you do not
have established credit with STULZ you must provide
a freight carrier account number.
A written (or faxed) purchase order is required on
warranty parts and must be received prior to 12:00
p.m. for same day shipment. The purchase order must
contain the following items:
•
Purchase Order Number
•
Date of Order
•
STULZ Stated Part Price
•
Customer Billing Address
•
Shipping Address
•
Customer’s Telephone and Fax Numbers
•
Contact Name
•
Unit Model Number
•
Serial Number
•
STULZ Item Number
The customer is responsible for the shipping cost
incurred for returning the defective part(s) back to
STULZ. Return of defective part(s) must be within 30
days at which time an evaluation of the part(s) is
conducted and if the part
is found to have a manufacturing defect a credit will
be issued.
When returning defective part(s), complete the Return
Material Authorization Tag and the address label
provided with the replacement part. For prompt
processing, please affix the RMA in a prominent place
on the external packaging of the returned part.
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