APC Discussion Forums : H15 Wiring OK light ...

apcme

Posts: 25
Registered: 3/6/10

H15 Wiring OK light
Posted: Mar 10, 2010 7:30 PM

Well, just received my H15. Unfortunately, the Wiring OK light is not lit. I plugged the unit into outlets on different circuits in my house - no luck getting the light to come on.

I took the unit over to my neighbors house to try it - same thing, no light.

When I use the dim settings, I see that all lights come on in order to set the dim preference. The Wiring OK light does come on when setting the dim level, so the light must be good. When I exit the dim setting, the light goes back off again. Arg..

Any thoughts?

P.S. Ground and polarity have previously checked out fine. Our electrician told me on the phone that an overloaded neutral is not common with houses 17 years old.

Message was edited by: apcme

Erasmus

Posts: 660
Registered: 9/15/08

Re: H15 Wiring OK light
Posted: Mar 11, 2010 1:55 PM

in response to: apcme

The unit, functionally, is fine. I don't know how else to word this but we are "currently investigating" a sudden spurt of H15 units that are not illuminating their "Wiring OK" LEDs. The number has been quite small so far but in my position within APC I've had enough exposure to units of this kind to see some of the cases that have cropped up. Again, we have replicated this but have also verified that the units do protect against surges, go to battery, etc., so this appears to be cosmetic only. Can I have your serial number on the unit? Also, what company did you purchase this from directly?

apcme

Posts: 25
Registered: 3/6/10

Re: H15 Wiring OK light
Posted: Mar 11, 2010 4:33 PM

in response to: apcme

Thank you very much for this information.

The unit was purchased at Vanns. They shipped a replacement unit to me today and I should receive it in 2 weeks. Hope the light works on that one. I was planning to hold on to this one until the new unit arrives. Given this information, do you still want the serial number? If so, is it ok to post here?

Vanns was out of stock until just recently. Do you have any idea if this problem is affecting particular production runs? I'm just asking since they just shipped me a replacement unit and I'm wondering if that one will have this problem as well.

Erasmus

Posts: 660
Registered: 9/15/08

Re: H15 Wiring OK light
Posted: Mar 11, 2010 4:50 PM

in response to: apcme

You can post the serial number here. There's no personal information given by a serial number and it isn't intelligible beyond just the year of mfg. it gives.

We have seen this cosmetic issue on both a few 2009 units, and a 2010 unit, so it is possible a replacement will have the issue, especially since we have only very recently started seeing these incidents and just started our investigation. As I said earlier the unit will work as designed, the LED coming on is the only issue.

apcme

Posts: 25
Registered: 3/6/10

Re: H15 Wiring OK light
Posted: Mar 11, 2010 5:05 PM

in response to: apcme

Ok. Here it is: 5Z1006T23657

I understand that functionality is good, but I do want the light to work as intended. It would be a good indicator of house wiring condition. I will return this current unit as planned and hope the replacement doesn't have this problem.

Would you keep me updated on this issue through this thread? I will update you on the light of the replacement unit when it arrives.

Thank you again!

Erasmus

Posts: 660
Registered: 9/15/08

Re: H15 Wiring OK light
Posted: Mar 11, 2010 5:13 PM

in response to: apcme

If there is an update I will post if appropriate. No problem.

falcatum

Posts: 1
Registered: 3/12/10

Re: H15 Wiring OK light
Posted: Mar 12, 2010 5:14 PM

in response to: Erasmus

I've got the exact same problem. I ordered my unit from Vann's as well, just got it today (Mar12). Can you help me? Model H15BLK SN 5Z1006T50273 Version 0.2.D

apcme

Posts: 25
Registered: 3/6/10

Re: H15 Wiring OK light
Posted: Mar 12, 2010 7:22 PM

in response to: apcme

My version is 0.2.D also and my replacement unit from Vanns will be here on Wednesday (3/17). If that one doesn't work I'll return that one too.

Not sure what I'll do from there. I may have to go with a unit from a different manufacturer. Can APC say with certainty that the voltage regulation, surge protection, and filtering are all working as designed? What if someone that has a defective led also has a wiring problem and experiences a surge? Will the unit warranty and protected equipment warranty be valid without a hassle? Not trying to give you a hard time. Just trying to better understand what would happen if there is a problem with one of these effected H15 units.

Erasmus, would it be acceptable to APC if effected H15 customers (that desire this solution) temporarily kept these units with the faulty led with the understanding that APC will replace them with a brand new (not used, reconditioned, refurbished, repaired, etc.) unit when the problem is figured out and fixed? The new unit would need to be shipped to us at the expense of APC, and include a return shipping label for the defective unit. Also, the five year warranty would need to reset when the new unit arrived. This would benefit APC in that customers that have a need for the unit now wouldn't need to buy a unit from a different manufacturer. It would also say a lot about how APC values its customers and how APC backs its products that have a fault right out of the box.

Erasmus

Posts: 660
Registered: 9/15/08

Re: H15 Wiring OK light
Posted: Mar 15, 2010 1:42 PM

in response to: apcme

Thank you for the additional info. I am not the person to confirm/deny a procedure for replacement like that, but since we know of the issue and have seen that it is, of course, not customer fault or based on "incompatible devices", I would say that it is very likely we would honor replacements for these affected units with "truly new" (new as you have defined) replacements. I will have to get more info on this. In the meantime, the unit is safe to use. I have personally looked inside of an affected unit and there is no damage or loose connections. Also, all our units have a measure of "burn in" and testing before being boxed (otherwise they are discarded), and in addition to the testing we have done to make sure this is only a cosmetic LED issue, I can say for sure the units are no less safe than H15's that are not having the LED issue.

apcme

Posts: 25
Registered: 3/6/10

Re: H15 Wiring OK light
Posted: Mar 15, 2010 2:26 PM

in response to: apcme

Erasmus, thanks for the reply and for checking on this for us. If our second unit has the same led issue, is there someone at APC that I can contact directly? I forgot to mention previously that I called the customer support number at the end of the H15 manual, twice last week, and neither rep knew of the problem. I'm very glad that you were aware of this problem and responded.

I imagine that there will only be a small window to report a problem and request a refund from Vanns, but as I said I'd prefer to keep the unit subject to replacement that I mentioned earlier.

Erasmus

Posts: 660
Registered: 9/15/08

Re: H15 Wiring OK light
Posted: Mar 15, 2010 2:45 PM

in response to: apcme

Well, you can PM me here in the forums (using the toolbar at the top of the forum GUI), or post the reply with the new information here. I have made the global tech. support leader for the A/V products aware of this forum post and he and I were the ones to identify the issue and pass it up to engineering, so believe me we're all over it. However, we aren't the actual engineers so until the issue is positively identified and an ECO (engineering change order) is placed to fix the issue in manufacturing, there is no guarantee we could even get a "perfect" unit out as a replacement. In the rare times when these sorts of things pop up we verify that anything past xyz serial number range is being mfgd. with the ECO in place and the changes being applied and then address RMA's as best we can using that stock.

General customer support would not know of the issue for a number of reasons but a few posters here, including myself, are in a "higher position" and are much more capable of spotting repeat issues and odd problems. I can't speak for resellers or their ability to send specific serial ranges for replacements, but regardless of whether Vanns will honor returns/refunds, as the mfg. APC will honor all claims of genuine unit failures or defects and send replacements whenever needed, and we can at least make multiple attempts at getting the "fixed" units out the door.

apcme

Posts: 25
Registered: 3/6/10

Re: H15 Wiring OK light
Posted: Mar 17, 2010 12:17 PM

in response to: apcme

Erasmus, I received the replacement unit. Same exact problem. The serial number is 5Z1006T24152. Version: 0.2.D
I will PM you my personal information.

If APC will guarantee that they will replace the defective unit with a brand new production unit that functions correctly (when available), pay for shipping of the brand new unit and unit being returned, and provide the 5 year warranty on the new unit upon delivery, I will keep one of the units, for now, with the non functioning wiring OK indicator until the new unit is available.

Please advise.
Thank you!

Erasmus

Posts: 660
Registered: 9/15/08

Re: H15 Wiring OK light
Posted: Mar 17, 2010 12:37 PM

in response to: apcme

The replacement part of it should not be a problem, but again, I am still in the process of confirming what will be done so I cannot confirm/deny this part of solution. Regardless, the 5-year warranty is of course maintained since that is the stated factory warranty through APC.

apcme

Posts: 25
Registered: 3/6/10

Re: H15 Wiring OK light
Posted: Mar 17, 2010 12:50 PM

in response to: apcme

Which part are you confirming?

Erasmus

Posts: 660
Registered: 9/15/08

Re: H15 Wiring OK light
Posted: Mar 17, 2010 12:52 PM

in response to: apcme

"Regardless, the 5-year warranty is of course maintained since that is the stated factory warranty through APC." The warranty being 5 years is all I can %100 confirm.