Warranty Policy
Before you can receive a return tag for inoperative soft starters or drives, you must obtain a case number from the Drives Product Support Group (DPSG). Using MySchneider is recommended. Contact the DPSG toll free at 1-888-778-2733 Option # 2 (Technical Support) and then Option # 4 (AC Drives and Soft Starters), or by email at drive.products.support@se.com. The DPSG will collect details on the product such as part number, serial number, factory order number (if applicable) to document in a case.
Standard Warranty
Schneider Electric warrants equipment that it manufactures and that is sold through authorized sales channels to be free from defects in materials and workmanship for eighteen months from the date of shipment.
If within eighteen months eligible equipment is proved to Schneider Electric’s satisfaction to be nonconforming, it is repaired or replaced at Schneider Electric’s option.
The standard warranty covers parts, labor, and product replacement. It does not cover transportation, removal, installation, temporary power, or any other expenses incurred in connection with repair and replacement (see Warranty Coverage). Optional warranty inclusions are specified in the individual service agreements and only cover products located in the United States.
For inoperable soft starters and drives:
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Standard Warranty — Detailed information about the drive, and application is collected and testing is completed to confirm an inoperative product. If specific details are not documented, generic testing is completed which may not identify the issue with the product and may impact warranty approvals.
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Technical Expert Assessment (TEX) — There may be a fee associated with a TEX request. TEX is available for both warranty and non-warranty. If detailed information is not available, a basic analysis is provided.
To open a claim for startup, repair, or replacement of internationally exported soft starters or drives, please contact your local Schneider Electric sales office or your local Schneider Electric field service location manager.
Extended Warranty with Authorized Startup
Schneider Electric offers an additional 42-month extended warranty with paid startup on AC drives and soft starters. The startup must be performed by Schneider Electric Field Service Resource or Authorized Service providers for additional 42-month extended warranty.
For modular drives:
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The SE US service team has the final authority to execute or decline service activities on APM properties owned by third-party companies. This is because APM products are serialized, programmed, and tested (including Hi-pot test, Short Circuit, and Grounding test) by certified APM integrators or APM partners.
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If an APM Partner or integrator modifies the panel design and incorporates APM power modules into a 3rd party owned UL standard cabinet, it may deviate from the standard service actions outlined in the SE service manual. In such cases, the services team cannot perform standard services actions unless specific conditions are met, this may require special accommodations at customer expense.
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If APM Partner requires additional SE support after checking the Portal tool, contact the SE CCC. Preferred contact method is using MySchneider. APM Partner must provide (but not limited to) drawings/electrical schematics, photos, test reports, catalog & serial numbers. Additional information may be requested from the CCC.
Warranty Coverage
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Product Group |
Product Family |
Standard Warranty |
Extended Warranty with Schneider Electric Services Startup |
Purchased Extended Warranty |
Purchased In and Out Services |
|---|---|---|---|---|---|
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Open style drives (stand-alone) |
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Coverage: Parts and Labor for Enclosed Soft starters, drive systems, or wall-mounted drives 150 hp or greater. Parts only for others. Duration: 18 months from date of shipment from Schneider Electric. |
Coverage: The Standard warranty period covers Parts and labor. Duration: 60 months from date of shipment. Total warranty period not to exceed 60 months. |
Coverage: The Extended Warranty Period covers Parts only. Duration: 3 or 5 years maximum from shipment date for open style drives. 3 or 5 years maximum from shipment date for Modular drives requires a support contract to be maintained. A maximum of 12 years from shipment date for system and open style drives requires a support contract and dedicated asset connection with Schneider Field Services to be maintained. Contact your local Schneider Electric sales office. |
Coverage: Parts, labor, and service technician’s travel expenses. Duration: Not to exceed standard or extended warranty time period. |
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Enclosed drives and soft starters |
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System drives |
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| Modular Drives |
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