STULZ CyberRow Chilled Water Series Installation, Operation & Maintenance Manual
(Dec., 2013)
6.0
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 effi ciency.
6.1 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
5:00 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 Serial Number
•
Unit Model Number
•
STULZ Sales Order Number
•
Description of Problem
6.2 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 5:00 p.m. EST. A service
technician at STULZ will assist in troubleshooting the
system over the telephone with a fi eld 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 2:00 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., Serial No. & STULZ Item No.
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 Form and the address label
received with the replacement part.
See the STULZ Standard Warranty located in section one
of this manual.
6.3 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 (parts@stulz-ats.
com). Quotes are given for specifi ed listed parts for a
specifi c 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
fi nal and the parts will remain the sole property of the
ordering party.
6-1
