CONDENSER IOM MANUAL
27
5.0 PRODUCT SUPPORT
STULZ Product Support offers technical support and parts as well
as these services:
• Performance Evaluations
• Start-up Assistance
• Training
STULZ recommends using our Field Service Department to perform
start-up and commissioning. They will ensure your equipment is
correctly installed and operating properly. This will help to ensure
your unit provides years of trouble free service while operating at its
highest efficiency.
5.1 Technical Support
The STULZ Technical Support Department is dedicated to the
prompt reply and solution to any problem encountered with a unit.
Should a problem develop that cannot be resolved, you may call
(888) 529-1266 Monday through Friday from 8:00 a.m. to 5:00
p.m. ESDT. If a problem occurs after business hours, provide your
name and telephone number. One of our service technicians will
return your call.
When calling to obtain support, it is important to have the following
information readily available, (this information is found on the unit’s
nameplate):
• Unit Serial Number
• Unit Model Number
• STULZ Sales Order Number
• Description of Problem
5.2 Obtaining Warranty Parts
For parts warranty inquiries, call our Technical Support
Department at (888) 529-1266 Monday through Friday from
8:00 a.m. to 5:00 p.m. EST.
A service technician at STULZ will assist in troubleshooting the
system over the phone with a field service technician to determine
the defect of the part. If it is determined that the part may be
defective a replacement part will be sent 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 give a freight carrier account number.
A written (or faxed) purchase order is required on warranty parts
and must be received prior to 2:00 p.m. for same day shipment.
The purchase order must contain the following items:
• Purchase Order Number
• Date of Order
• STULZ Stated Part Price
• Billing Address
• Shipping Address
• Telephone and Fax Numbers
• Contact Name
• Unit Model Number
• Serial Number
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. If the part is
found to have a manufacturing defect a credit will be is-
sued.
When returning defective part(s) complete the Return
Material Authorization (RMA) Form and the address label
received with the replacement part.
5.3 Obtaining Spare/Replacement Parts
Spare and replacement parts requests are to be made
through Product Support by:
Fax: (301) 620-2606
Phone: (888) 529-1266
E-mail: (parts@stulz-ats.com)
Quotes are given for specified listed parts for a specific
unit.
STULZ accepts Visa and MasterCard. STULZ may extend
credit to its customers; a credit application must be pre-
pared and approved (this process could take one week).
A 25% minimum restocking charge will be applied on re-
turned stocked parts that were sold as spare/replacement
parts. If the returned part is not a stocked item, a 50%
restocking charge may be applied.
A Return Material Authorization Number is required when
returning parts. To receive credit for returned repair or
replacement parts, the parts must be returned to STULZ
within 30 days of the purchase date.
Spare part sales over 30 days old will be considered final
and the parts will remain the sole property of the ordering
party.
To Next Page
Loading...