CyberOne EC DX IOM Manual
5.0
PRODUCT SUPPORT
STULZ provides its customers with Product Support which
not only provides technical support and parts but the following
additional services, as requested:
Performance Evaluations
Start-up Assistance
Training
STULZ recommends using the services of our Field Service
Department to perform start-up and commissioning. They will
ensure your equipment is correctly installed and operating
properly. This will help to ensure your unit provides years of
trouble free service while operating at its highest efficiency.
5.1
Technical Support
The STULZ Technical Support Department is dedicated to the
prompt reply and solution to any problem encountered with a
unit. Should a problem develop that cannot be resolved
using this manual, you may call (888) 529-1266
Monday through Friday from 8:00 a.m. to 8:00 p.m.
EST. If a problem occurs after business hours,
provide your name and telephone number. One of
our service technicians 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
Unit Serial Number
STULZ Sales Order Number
Description of Problem
5.2
Obtaining Warranty Parts
Warranty inquiries are to be made through the Technical
Support Department at (888) 529-1266 Monday through
Friday from 8:00 a.m. to 8:00 p.m. EST. A service technician at
STULZ will troubleshoot the system over the telephone with a
field service technician to determine the defect of the part. If
it is determined that the part may be defective a replacement
part will be sent 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
give 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 No. and Serial No.
The customer is responsible for the shipping cost incurred for
returning the defective part(s) 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 Form and the address label received with the
replacement part.
5.3
Obtaining Spare/Replacement Parts
Spare and replacement parts requests are to be made through
Product Support by fax (301) 620-1396, telephone (888)
529-1266 or E-mail ([email protected]). Quotes are given
for specified listed parts for a specific unit.
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. To receive credit for
returned repair/replacement parts, the parts must be returned
to STULZ within 30 days of the purchase date. Spare part sales
over 30 days old will be considered final and the parts will remain
the sole property of the ordering party.
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