STULZ E
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SERIES CONTROLLER FOR PERIMETER SYSTEMS OPERATION MANUAL
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9.0 PRODUCT SUPPORT
STULZ Product Support provides aftermarket technical
and fi eld support, warranty authorization and part sales to
contractors and end users. Factory authorized services are
available by request and include:
• Factory Authorized Start-up/Warranty Inspec-
tion
• Commissioning Assistance
• Break/Fix Repair
• Preventive Maintenance Contracts
• Performance Evaluations
• Technician and Owner Training
9.1 Factory Authorized Start Up/
Warranty Inspection
STULZ recommends purchasing Factory Authorized Start
Up/Warranty Inspection for all new STULZ precision cooling
equipment. Factory Authorized Start Up/Warranty Inspection
ensures that your equipment is installed and operating per
STULZ recommended guidelines. This essential service
guarantees that STULZ equipment has the best warranty
coverage available.
STULZ precision cooling equipment is covered by an industry
leading 24 Month Upgraded Parts Warranty and 90 Day Labor
Warranty once Factory Authorized Warranty Inspection/Start-
Up is performed and Start Up Checklists are returned and
validated by STULZ Product Support.
A Limited 12 Month Parts Only Warranty applies if Factory
Authorized Start Up/Warranty is not purchased and Start
Up Checklists are received from an unauthorized party and
validated by STULZ Product Support.
The STULZ Product Support coordinates all Factory
Authorized Services and ensures only STULZ certified
technicians are dispatched to perform your Factory Authorized
Start Up/Warranty Inspection. Please contact the STULZ
Product Support with fi eld service requests at (888) 529-
1266 Monday through Friday from 8:00 a.m. to 5:00 p.m. EST.
9.2 Technical Support
The STULZ Technical Support Department is dedicated
to the prompt reply and resolution of issues experienced
with supplied equipment. Please contact (888) 5291266
Monday through Friday from 8:00 a.m. to 5:00 p.m. EST.
After hours support is also available. Please provide your
name and contact information and a support technician 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 Model Number
• STULZ Sales Order Number
• STULZ Item Number
• Unit Serial Number
• Description of Problem
9.3 Obtaining Warranty Parts
All Warranty Parts Authorizations are validated and processed
through the Technical Support Department at (888) 529-
1266 Monday through Friday from 8:00 a.m. to 5:00 p.m. EST.
A support technician at STULZ will provide troubleshooting
assistance over the telephone. If it can be determined that a part
may be defective, a warranty authorization for a replacement
part will be processed by STULZ Technical Support. The
replacement part will then be shipped 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 provide a freight carrier account number.
A written (or faxed) purchase order is required on warranty parts
and must be received prior to 12:00 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. and Serial 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 Tag and the address label provided with the
replacement part. For prompt processing, please affix the
RMA in a prominent place on the external packaging of the
returned part.
9.4 Obtaining Spare/Replacement Parts
Maintaining a recommended spare parts inventory is an industry
best practice for critical facilities. Onsite spares kits reduce
downtime and can eliminate the cost of expedited freight
charges. Recommended spares and replacement parts sales
are available through Product Support at (888) 5291266.
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).
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