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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a battery backup *** from Best Buy that was made by this company on June 11th, 2024 (APC - Back-*** Pro BN 1500VA, 10 Outlets, 2 USB Charging Ports, AVR, LCD Interface - Black). The unit failed on August 6th, throwing an F06 error for "faulty welding." It failed on a clear sunny day without any power fluctuations or outrages; it shut itself off and took power from my PC when the house itself never lost power. It wasn't even due to a brownout due to an appliance turning on, I was only watching a video on ******* there was no load on my system. There was no outside power issue. The unit just dropped dead. This unit lasted 56 days; less than two months, before critically failing and not powering back on, risking my PC with it. Fortunately this time there was no PC damage.I took it back to Best Buy and they were kind enough to issue a replacement outside of their typical 2 week return period because the unit was faulty. I got that unit the same day the first one failed, August 6th 2024. Last night on August 21st the unit failed again. This time during a small storm at the moment there was a single loud, close lightning bolt. The whole house DID experience a fluctuation, but nothing else was effected. The unit experienced an F02 error and actually once again shut itself down, losing power when nothing else in the house did, and taking power from my PC with it.The unit is not overloaded. It sits between 1 and 2 bars on the load meter, indicating between 20% and 40% usage. Only my PC and one monitor are plugged into the backup + surge slots. There are other items plugged into the surge only slots that do not impact the load, and even if they were on the battery backup it is: A monitor, a 3-bulb lamp with only LED bulbs in it, the Xfinity router, and a ******* hue bridge.I tried reaching out to them for a replacement and was given the run around. I want a refund.Customer response
09/02/2024
I have not heard from the business in response to my complaint.
It does not feel right that they refuse to help when the product I bought needed to be replaced within 2 months and the replacement failed in 2 weeks.
I would like to escalate this to False Advertising. They told me that I bought "the wrong one" in our chat, when the representative resorted to not responding until it timed out when I had asked that I be allowed to exchange the unit for the one I apparently need for the difference in cost. Right on the box of the "wrong unit" it explicitly states for use with Gaming PCs. No asterisk, no warnings. The video they linked me explicitly stated gaming PCs may not work because they are sensitive.
I am not satisfied at all with this company's treatment of my case, and frankly they should not be allowed to list a use then later rescind it and refuse compensation.
Business response
09/20/2024
Dear ****,
Thank you for bringing this issue to our attention. We sincerely apologize for the delayed response. Schneider Electric is unable to provide a refund if the *** was not purchased directly through our on line store. However, please contact our customer care team for assistance with getting a warranty replacement. Our teams are available from 8am-8pm EST Monday- Friday.
**********************************
Initial Complaint
07/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased an APC Professional Surge Protector that was guaranteed for lifetime and if any component that was plugged into it got damaged that component would be covered as well. They put me through phone, email, paper, and *** hassle to finally get a replacement surge protector that does not say professional, it is extremely heavy, and has a battery that uses contaminants, none of these were applicable to the unit I purchased. I also am awaiting some monetary compensation for my laptop that got hit by lightening. I would like for BBB to try to mediate an acceptable replacement for Professional Protector similar to the one I had as well as some monetary compensation for the damaged laptop. I have provided all necessary pictures, completed forms, and receipts to Schneider Electric and have been dealing with *********************** in ****************** but can only reply to his emails as SE does not allow phone calls to direct employees! I can provide any further information BBB may need. I have two tracking numbers, one for returned unit and one for replaced unit. I purchased the unit in approximately ********************************************************************* ********, ** for over $2000 total. The surge protector was not that much, but I could not find the receipt.Business response
08/02/2024
Dear ******************,
Thank you for bringing this issue to our attention. I have escalated this matter to the manager of the Claims team and have asked they expedite the resolution of this claim for you. O will share updates as I receive them.
Thank you.
Customer response
08/11/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************Initial Complaint
05/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In November 28, 2021 I purchased a new Square D (Schneider Electric) load center for my new house build from ********** online and didn't get it installed by my electrician until 09/09/2023. My electrician then claimed that the load center was defective due to a arc flash cover not being able to be put on after the installation. I then emailed Square D and was notified that the product was indeed defective and there was a current recall going on. They then sent me a brand new load center which I had to have my electrician replace the defective one. I contacted Square D in regards to getting a reimburse for the defective item that was installed but I keep getting the round-around each time I email them. If any more information is needed do let me know. I could really use some help with this as I had to use the money from my savings to get it replaced. Case *********Customer response
05/27/2024
I have not heard from the business in response to my complaint. I sent an email weeks ago and no response.Business response
06/03/2024
Dear **************,
Thank you for bringing this to our attention. I have escalated this to the manager for the Schneider Electric ************* organization. I have asked for someone to contact you directly regarding this matter and to provide an update to this BBB team as well. If you do not receive a reply within the next 48 business hours, please let us know so we may escalate again.
Thank you.
Customer response
06/09/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Initial Complaint
04/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In November 2023. My electrical panel was replaced by Schneider because it was defective. The electrical panel fried the dishwasher according to their technician. I talked to multiple representatives with no answer to when they would pay for the repairs. February 2024 they said the case was under investigation and to give them 30 days. April 2024 they are now asking for the same information I provided in February and I'm now back at square one.Business response
04/29/2024
Dear **************,
Thank you for bringing this issue to our attention. We spoke with the Schneider Electric ************* team and a member of that team contacted you on April 25 to offer assistance. Please follow up with them at your earliest convenience.
Initial Complaint
04/23/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I was advised of safety issue with my electrical panel over 2 years ago. I sent countless emails and calls to only get no response. Last mont (March 2024) I received an email stating my case was closed since I never responded. I responded to the email and called customer support. One week later I get another email saying my case was going to be closed since I didn't respond. This time I responded to a different email address that was sent to me, once again i got the "your case is being closed" due to no response. I finally got ahold of someone at customer service who took my information. For something that was deemed a "Safety Issue" its pretty sad it took ********* over two years to respondBusiness response
04/29/2024
Dear ****************,
Thank you for bringing this issue to our attention. We have spoken with the Schneider Electric ************* team and a work order for this issue was created on April 22. The team is in contact with local contractors to schedule the service for you. If you have not been contacted within the next week, please reach out again and we will follow up with the team for an update.
Initial Complaint
03/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a SquareD panel that is involved in a safety recall notice from Schneider Electric. I have followed all the instructions provided in the recall and agreed to have a contractor from their side inspect the panel (January 2024). After inspection early February 2024, the panel was deemed faulty and need to be replaced, they've proceeded to order the replacement and when the contractor removed the original panel, they realized the replacement part they ordered was not the right one. They put back the faulty panel and left my home. I've contacted Schneider again to get an answer on when will I have the faulty panel replaced and since then I have not received a confirmation, I've been told they are reviewing the issue and no concrete answer whatsoever. They said they were going to send the contractor again for an inspection and now I am concerned as I have a faulty panel installed that has been manipulated by a contractor and no response from SquareD on when will I have this safety issue resolved. My family is living in a home that has a panel recalled for a safety fire hazard and no ownership from the manufacturer in resolving the issue promptly.Business response
03/29/2024
Dear ********************,
Thank you for bringing this issue to our attention. We apologize for the inconvenience and the frustration this issue has caused you. We spoke with the Schneider Electric ******************** and they confirmed the replacement panel shipped out on March 28 and they are working with ********* to get someone back out to replace the panel. If you do not hear anything by the middle of next week, please contact us again and we'll follow up.
Thank you.
Initial Complaint
01/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased an APC ******** surge protector (Model: BN650M1) in January of 2020 ($75.53 from Best Buy) as I'd used several APC models in the past and liked this unit's size and profile compared to others. In the first week of January of this year, I came home to the unit 'screeching', letting me know the battery needed to be replaced (just like all APC products do). I replaced the battery unit for the first time and the surge protector powered up with a green light, but then shut off on its own within 10 minutes. I repeated this process three (3) times and contacted Schneider Electronics to remedy the issue, except I was given zero help. Per the attached e-mail correspondence, I was chided for replacing the battery (???), even though clearly, that's what the unit needed. I'm disappointed that SE made a product that I paid a significant amount of money for but then am expected to just throw away within exactly three (3) years of purchasing it.Business response
01/22/2024
Dear ****************,
Thank you for bringing your concerns to our attention. Just to clarify please, you message to us mentions the BE650M1, which does have user replaceable batteries and the case mentions the BN450M, which does not. Which unit do you currently own please? I also shared your feedback with our ************* Center. I believe the agent was trying to convey that if there is a chance your *** is still under warranty, it is best to contact us first, instead of purchasing a new battery, in case you can get that battery free of charge. This sentiment was not made clear and that is good feedback for the agent to have. It will be helpful to understand what can be done to resolve this matter to your satisfaction.
Initial Complaint
11/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a Square D 40 amp two pole breaker made by Schneider Electric from Lowes in 2019. The breaker has a 10 year warranty. The breaker failed in September 2023. I contacted Schneider Electric via phone requesting warranty service and they said I needed to go through a local distributor and referred me to Grainger in **********, *******. Grainger refused warranty service because I did not buy the product there. I then emailed Schneider Electrics warranty office and after two weeks they replied to me with an internet link that supposedly has distributors where I can get warranty service and told me I had to go to one of them. The link does not work. I had to purchase another 40 amp breaker as this one runs the heat pump to my house and I could not wait while Schneider Electric gave me the runaround. I would like to be in reimbursed by Schneider Electric for the $43 that I had to spend on a new 40 amp Square D breaker at Lowes to get my heat pump back in operation.Business response
11/08/2023
Dear ************,
Thank you for bringing this matter to our attention. We apologize for the delayed response. We contacted the Schneider Electric ************* team and were waiting on an update to our inquiry. The customer care team has been back in touch with you and walk you through the claims process. Please do not hesitate to reach out if you need any further assistance.
Initial Complaint
10/30/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
i filed a claim with the company and there was supposed to be a check mailed out to me with 4 to 6 weeks. never got iti. tired calling them over 2 hours on the phone all to get a rude agent who hangs up. i want someone from this company to call me not email me.. the Case # *********Business response
10/31/2023
Dear ******************,
Thank you for bringing this to our attention. We spoke with the Claims team at Schneider Electric. There was a check processing issue that has now been corrected. Your check will be processed this week and will be sent to you next day air once available. The Claims team has emailed you with this update and I have asked someone from the ************* team to call you as well.
Customer response
10/31/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Initial Complaint
09/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
BBB Out of courtesy please redact the agents name when postingI have an open RMA case that has not been resolved in almost a month.SMX1500RM2UCNC | not powering up [ thread::H21UShbvfd2iD7wXaN_R3D4:: ]This is a complaint regarding a case you can locate with agent ************************** Support continues to ask for more troubleshooting each day. We deal with 20+ vendors and this is the first time we are getting this much resistance to get a RMA for something DOA. It started with a *** that didnt power on and was replaced, but the original unit had a network monitoring card. The replacement *** works fine but did not come with a network management card, so we transferred it over per the warranty instructions. The card in the original *** that was not replaced is also DOA.This is for a state Agency has about 400 of these in use without issue. My teams time at this point is worth more than the network card or *** for that matter. At this point it is the principle of the matter insisting the manufacturer honor their warranty.Wherefore, I am respectfully requesting replacement of this one NMC card. Respectful regards,******Business response
09/22/2023
Dear ***********************
Thank you for bringing this matter to our attention. We have escalated this back to Schneider Electric's ************************ team and asked that they have someone work on resolving this case, to your satisfaction, as soon as possible. Please do not hesitate to reach out again if you do not receive a satisfactory response from this team.
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