CyberOne EC CW IOM Manual
20
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
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
5.2
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
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.
5.3
Obtaining Spare/Replacement
Parts
Maintaining a recommended spare parts inventory is an
industry best practice for critical facilities. On-site spares kits
reduce downtime and can eliminate the cost of expedited
freight charges. Recommended spares and replacement
parts sales are available through Product Support at (888)
529-1266.
STULZ accepts Visa and MasterCard. STULZ may extend
credit to its customers; a credit application must be prepared
and approved (this process could take one week).
A 25% minimum restocking charge will be applied on
returned stocked parts that were sold as spare/replacement
parts. If the returned part is not a stocked item, a 50%
restocking charge may be applied. Additionally a Return
Material Authorization Number is required when returning
parts. Repair/replacement parts may be returned for credit
up to 30 days after purchase.
