Dear AutomationDirect Customer,
If you are using GS1 AC drives under the conditions described in product advisory PA-GS-016 or PA-GS-018, then this notification and returns procedure applies to you. The product advisory describes the conditions under which a SAFETY CONCERN that MIGHT affect the operation of the GS1 drive can occur.
The product advisory and this procedure apply to ALL GS1 MODELS shipped from AutomationDirect prior to October 3rd, 2015 and includes the following part numbers:[two_columns ]
GS1-10P2
GS1-10P5
GS1-20P2[/two_columns]
[two_columns_last ]
GS1-20P5
GS1-21P0
GS1-22P0[/two_columns_last]
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Please begin by reading product advisory PA-GS-016 or PA-GS-018 .
If you are uncertain whether your GS1 drive is affected by this product advisory, please contact AutomationDirect, Technical Support at (800) 633-0405 or (770) 844-4200 for assistance.
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If your GS1 drive application matches the conditions outlined in the product advisory, we urge you to follow the notification and returns procedure described below:
1. Inventory the number of GS1 drives in your facility. Please include GS1 drives in service as well as those in storage as spares.
2. Record the quantities of each GS1 model , please include the SERIAL NUMBER of each GS1 drive and whether the drive is in service or spare. (Serial numbers are necessary to determine warranty status of the GS1 drive)
3. Contact AutomationDirect Returns Department at (800) 633-0405 or (770) 889-2858. You will be asked for the following information:
a. Customer Contact, including a phone number and email address?
b. Shipping address?
c. Preferred carrier? (AutomationDirect uses FedEx as our preferred carrier)
d. Special shipping / handling requirements if any?
e. Part and serial number for each drive affected by the product advisory?
f. Whether each drive is in service or spare?
g. Whether each drive being returned will be upgraded or replaced?
h. Turn-around time for drives being upgraded?
4. The AutomationDirect returns representative will determine the warranty status of each GS1 drive by serial number.
5. Customers with GS1 drives that are UNDER WARRANTY may return their drive(s) for upgrade or replacement. Due to the possibility of high demand for GS1 drives as a result of this product advisory, AutomationDirect asks that customers please consider replacement of GS1 drives in service and upgrade of GS1 drives in storage as spares. In this way, AutomationDirect can better ensure availability of GS1 replacement drives for all those customers that will need them.
a. Customers requesting replacement of a GS1 drive will be asked to provide a purchase order or credit card information to secure the replacement GS1 drive.
b. Credit will be issued upon receipt of the original GS1 drive at AutomationDirect.
c. Failure to return the original GS1 drive within 30 days will result in billing for the price of the GS1 drive model in question.
d. Customers that prefer NOT to provide a purchase order or credit card information, have the option to return the original GS1 drive to AutomationDirect. Upon receipt, AutomationDirect will upgrade or replace your GS1 drive free of charge, including shipping.
6. Customers with GS1 drives that are OUT OF WARRANTY can return their GS1 drives for upgrade only. IF a GS1 replacement is needed:
a. The customer can purchase a replacement GS1 drive.
b. The customer can then return the original GS1 drive for upgrade
c. AutomationDirect will upgrade the original GS1 drive and return the drive to the customer free of charge.
7. The AutomationDirect Returns representative, as part of the returns transaction, will:
a. Issue RMA numbers for each GS1 drive being returned to AutomationDirect.
b. Provide return shipping instructions for each GS1 drive being returned to AutomationDirect.
c. Allocate GS1 replacement drives as requested by the customer.
d. Notify AutomationDirect Product Engineering regarding GS1 drives being returned for upgrade.
8. Customer’s returning GS1 drives to AutomationDirect for upgrade are strongly encouraged to perform the following steps
a. Before removing the drive, back up the drive configuration using GSoft or manually record the parameter values in the drive. The upgrade process will return the GS1 drive to default configuration. AutomationDirect is NOT responsible for your GS1 configuration.
b. Carefully package the GS1 drive(s) being returned to AutomationDirect to prevent shipping damage. AutomationDirect is NOT responsible for damage that occurs in transit.
c. Package labeling should include the RMA number and reference “GS1 Upgrade”. This will ensure accurate handling of the returned GS1 drive(s).
d. If the GS1 drive being returned is to be upgraded, please include “UPGRADE” on the package. This will ensure timely turnaround by AutomationDirect Product Engineering.
e. Include a copy of the RMA for the specific GS1 serial number referenced on the RMA.
AutomationDirect will pay for round trip shipping of GS1 drives within the Continental United States, regardless of the warranty status of your GS1 drive(s). For customers with GS1 drives outside the Continental United States, AutomationDirect may elect to have the customer scrap the original GS1 drive. Should AutomationDirect elect and the customer agree, the customer will be asked to provide written acknowledgement that the GS1 drive(s) in question have been scrapped and are no longer capable of operation.
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Customer acknowledgements that the drives have been scrapped should be emailed to: AutomationDirect Returns Department, email ragroup@automationdirect.com Customer acknowledgements should include:
Customer Name
Customer Representative, Contact information to include email address and phone number
Customer Address
RMA Number(s)
GS1 Model Number(s) to include serial number(s)
Also, please include the following statement in the acknowledgement:
I submit this email to acknowledge that the GS1 drives listed by model and serial number in this document have been scrapped and are no longer capable of operation.
Customer Representative should sign and date the acknowledgement.
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AutomationDirect is committed to provide the highest levels of service to our customers affected by this product advisory. We appreciate the inconvenience this product advisory presents to our customers and we will do all within our power to make the GS1 upgrade and replacement process as simple and painless as possible. We ask your patience as we work to complete this campaign and encourage you to evaluate our performance in this regard. Please email your evaluations to our Returns Department at ragroup@automationdirect.com
Thank You,
AutomationDirect, Product Management
AutomationDirect, Product Engineering