APC by Schneider Electric Reviews 49

Product (Smart UPS 3000) is still working fine after lots of years. But the company service is the worst! Incredible. Even after 4 efforts (webform, mail, called helpdesk 2x) APC is still not getting back with the return information for the replaced RBC43 battery. Every time no response although they promise to get back. How they can survive with support like this is a wonder, I'll never buy APC again.

The worst. Horrible customer service, took forever to get a replacement battery for my backup, when it finally arrived the battery is faulty. I'm now going on two weeks just trying to figure out how to return it. They keep promising an email, and nothing. Do not use this company ever.

My advice - avoid this company. Their support and processes apparently haven't been updated since the 1980s.

I attempted to order a replacement battery for a UPS direct through their website. Payment process broke before the order was complete though (payment processor gateway error) - so was quite surprised to find out that I'd been charged - twice! - for the item even though no order had been generated.

No problem I thought - these things happen occasionally. I'll contact support to arrange for the money to be reversed or refunded back to my account. Perhaps if they're really on the ball they'll simply create an order for the money that's already been taken.

Yeah, that didn't happen...

Got an initial fairly reasonable response from support within a few hours (although no apology for their payment gateway breaking) - and after a bit of email ping-pong they assured me that the payment would be reversed within 2-3 days.

2-3 days later *one* of the payments had been reversed - the other was (and is) still outstanding on the account.

That's when the true nature of the company started to shine through however. Email responses now started to take 24+ hours to arrive, and was fobbed off with a variety of copy and paste responses -

"payment processor says it can take up to 30 days for a refund" (Sure it can take up to 30 days I guess ... if your bank uses punched cards and writes out the transactions with an ink quill.)

"here's the transaction record" (provides the transaction record for the one payment that's been reversed, not for the one that hasn't...), etc.

So it's now been a week - I haven't had any more email replies from them, and am still without the funds that were incorrectly taken from my account, or indeed the UPS battery that I needed to order in the first place.

My next step will be to file this as a fraudulent transaction with my bank on Monday. Monolithic, ancient companies like this won't ever care about customers, and won't ever improve. imho buy from elsewhere.

The product (PM8-GR) does what it supposed to do. However, it randomly breakes down and then you can throw it away because the (Dutch) support desk simply doesn't care. They replied after two months of sending a service request wondering whether the product was still broken. Replying to that resulted in no response.

I think it is part of their support strategy, to just wait as long as possible so the customer forgets abouts their defect product(s).

I Will advise all clients against using APC products in future. Very overpriced, and impossible to replace basic parts. Refused to replace a removable display module that was damaged. I was told to buy a new UPS.
Avoid

APC unit failed. Killed a 5 month old $250 Linksys router. Company refused to pay for the damages; citing "fair market value" which means they look up the blue book USED value of your item and pay you a fraction of that. They are asking that I PAY to send them back the unit which is under their warranty. Customer service refuses to give any straight answer. DO NOT TRUST THIS COMPANY.
DO NOT BUY FROM THEM.
JUST WALK AWAY. You will save time and money.

Placed an order through the UK website but never received order confirmation nor process updates. No charge on the credit card either. After a week, I got to the day I needed it and ordered one from Ebuyer instead which arrived the day after. THEN my credit card gets charged (10 days after the order) and the box shows up on my doorstep 3 days later. There was no way to cancel the order… to return it, I have to fork out 1/3 of its cost in shipping and send it to the Netherlands.

I’m sure their products are good, but their service isn’t and if I need their products, I’ll rather buy through other shops. They seem to be cheaper too.

They are so disgusting bad with their customer service!

I bought an APC Batterie that didn‘t work out with that what I wanted unfortunately.
So I had to send it back, but on my own costs! I bought it from the ‚danish‘ site but sendet the package back to Holland instead Denmark. So only to send it back, I have paid 100€! And they received the Batterie at the 17.06.21, and I first got my money today! (05.07.)
After more than 2 weeks finally
Also every time I call them, they try to tell me something different only to calm me down.
I‘m tired of this …

Any other company would have taken the costs to send the package back, and also they would be much faster (like SolarPower)

I have tried other companies also and I got my money within 3-4 working days.

Sadly been with APC for 20yrs and now moving away. My BX1400UI started to flash on-line and battery light alternately 5yrs to the day from purchase. Just found out that all BX models do not have a replaceable battery. This light flashing was basically telling me I have had the unit for 5yrs and "should" get a new one. The unit is working fine after reset (off/on) The trade in is a con - I have an old Br1000i but if you try and trade in you have to have the same VA but the choice is poor and even if you try and trade in 2 units, the VA goes up and you HAVE to spend more to reach the total VA you are trading in even if you don't need it!!! So a word of warning to anyone purchasing - choose VERY carefully and don't choose too much VA because you will be caught by the short and curlies if you want to trade in. In any event it is probably cheaper elsewhere anyway if you really want an APC. I could have traded in 2 x units total VA of 2400 but would need to spend about £1600 to get %25

They sell amazing affordable battery backups, when my power goes out I silently thank them every time. Also, their support is top notch, I asked a very specific question about a part and the support assistant physically got someone to physically take a look at model of battery backup and answer my question. I'm very satisfied with all the help.

My back-UPS failed last Saturday, February 8, 2020. I JUST bought it on January 17, 2020, via Amazon.com. I am STILL waiting for them to ship a replacement unit. I called them first thing Monday morning and they assured me a new unit would be delivered to me within 5 to 7 business days. I have yet to receive an email with tracking info.

If I could give them a negative rating I would. Their customer service people act like it's no big deal and keep telling me, "It's on the way".

A company that sells equipment that is supposed to help keep your business up and running should have a support department that is open 7 days a week, NOT only Monday through Friday.

Upping the rating to 3 stars (was originally 1 star) after APC reluctantly decided to ship me a replacement and a second one for my grief. But it shouldn't have gotten this far before the issue was resolved, hence the 3 stars.

Product developed a fault after a year - which shouldn't really happen. However Customer Services were very helpful / replied the same day and sent a replacement battery which arrived only 2 days after initially contacting APC customer services.

APC is good quality brand which I trust but I have problem with support. So this is SUPPORT review.

In the past if I have issues w my ups they sent courier to pick it up and sent it back - APC paid postage.

In present I have problem to connect to PowerChute. Support said me to restart my computer, clear my browser cache and sent me googled link which was absolutely irrelevant.

When I come back w my issue they said me google it for yourself.

My Back-UPS 700 arrived yesterday. The packaging was sealed and had not been tampered with but there was no power cable to enable me to plug it in. I rang APC helpline. "Mike" kept apologising, promised to email me to request proof of purchase, he verified he had my correct email address but so far - more than 12 hours later - no email from "Mike". As delivered this product was not fit for purpose and APC's after sales service has been useless.

This device allows me to add more outlets to a 2 outlet wall jack. And it ads a bit of surge protection to my landline.

I recently bought a brand new Back-UPS and had it plugged in for a week when its breaker tripped.

It provided backup power but immediately started sounding the low battery alert and then promptly shut down after 2 minutes.

So out of the box the battery is defective.

A shipment was delivered into a port and APC took 10 days to pick it up (called them on a daily basis) resulting in $1600 of storage charges. The excuses (and lies) they have spun as to why pick up was not possible have been incredible.

Jonathan Smith (CEO) most unhelpful too!

Any other courier would ben better than this

Wonderful fashion, long-lasting quality, great design. Smooth online shopping. Worth the investment, recommended.

I've bought a few APC units in the past, and had an issue with a new unit having dead batteries. The store I purchased it from wouldn't give me the time of day, however APC customer support was extremely helpful, and shipped me a replacement. They also said they would follow up with me to make sure that it was working properly.