On-site Services
Warranty on-site service is determined by the product support engineer. Non-warranty on-site service is determined by the CCC. If drive startup is also required, please contact the CCC or use the tech locator function at https://drivestartup.schneider-electric.us/#/techlocator to contract third party authorized startup.
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To obtain Schneider Electric service, contact the CCC at 1-888-778-2733 and provide the following information:
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Case number (if issued)
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Drive catalog and serial number
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Detailed description of the problem
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Proof of purchase
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Length of time the device has been in service
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Date code (on drive nameplate)
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Quote to Cash number (if available)
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Contact name and phone number
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Location for service (physical address)
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Requested response time
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Equipment fault code
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Purchase order number
NOTE: A purchase order number must be provided to cover all non-warranty costs incurred during the evaluation. -
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Upon receipt of the purchase order, Schneider Electric Field Services calls the designated field service technician and schedules an on-site service call.
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While on site, the field service technician:
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Discusses the problem with a knowledgeable contact
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Obtains an authorized signature to begin work
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Repairs or replaces the equipment
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Obtains a signature verifying that the required work was completed
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Warranty On-site Service
Refer to Warranty Policy for the standard warranty.
If the equipment has failed because of improper use or if the existing warranty has expired, refer to Non-warranty On-site Service for non-warranty options.
Non-warranty On-site Service
For non-warranty on-site calls, the customer is invoiced for all parts and services according to Schneider Electric Services Time and Material Service Rates. Schneider Electric Services warrants the repairs made according to the Terms and Conditions of Supply and Performance.
If the equipment is found to function properly, an invoice is generated for charges incurred as described above.
If the equipment is found to be non-repairable, or if the equipment has been exposed to conditions beyond those described in the product specifications, Schneider Electric Services follows their current on-site service process.