About Support Center
After sales services is the most essential service provided by the company after a product is purchased. Zener engineering co.’s after sales service department provides its high quality services in the fastest possible time by using professional and technical staff. Our customer service center executes our after sales services for all the products under warranty sold by Zener Eng. Co. both by sending a technician to your location or by providing an over-the-phone solution.
We provides services in Tehran within 2 hours and within 24 hours in other cities for emergency situations.
Our after sales department tries to do repairs and maintenance of our products by replacing the faulty or damaged component on your site. This is done by working close with our commercial department in order to have all the necessary spare components available.
Duties of Customer Service Center
Customer guidance in order to be ready to work and use the equipment provided
Increase the satisfaction of actual customers and attract potential customers
Performing inspecting, service, maintenance and repair customer's equipment
Provide services to customer's equipment during warranty and warranty periods
Collaborate with the commercial dep. to supply spare parts for the products
Feedback on technical problems to improve the performance of this equipment
Feedback on customer suggestions to analyze them and take appropriate action
Creating and organizing information infrastructure related to after-sales services
Investigating and analyzing staff deficiencies, inadequacies and work problems
Investigate and plan for training needs to enhance the skills of technicians
Review case training courses based on customer needs announcement
Trying to reduce the waiting time for services
Installation Services
Due to the sensitivity of customer equipment, it is highly recommended to use trained technicians for installation and product setup. Most of the UPS up to 3kVA are plug & play and can be installed by the customer itself. But for higher capacity UPS devices or the ones with external batteries, it is necessary that trained technicians do the installation. Installation and setup services are completely free for the products which are not plug & play for the first time at all locations in Iran.
Transportation costs of UPS and providing input/output cables are customer’s responsibility. It is recommended to get help from our technician in the case of UPS relocating. The fee for relocating and secondary setup is customer’s responsibility. After delivery of the product, the following proceedings should occur for the installation.
Steps to request installation service
1 - Calling +9821 66 72 3972 (Ext. 2) in order to schedule installation and setup appointment by our technicians
2 - Arrival of our technician to the installation site, observe the location and prepare the initial conditions for the proper installation
3 - Installation of the batteries (external), battery connecting cables, UPS and distribution board
4 - UPS setup and applying initial configurations suitable for customer needs, fully testing the device and delivery of the device
5 - Providing initial training about UPS operation and possible errors
6 - Completing task report form by recording full parameters of UPS and batteries
Maintenance Services
Inspection and service includes overall inspection of all installed equipment (UPS, batteries, etc.), continuous supervision of overall operation of the system after installation. Inspection and service of equipment using professional technicians is very important regardless of the equipment and the company that the customer is working with. If a component that is about to become malfunctioned or is near the end of its fatigue life is not repaired or replaced, it will probably cause damage to other components which might cause irreversible damages to the overall system. Inspection and service of equipment on schedule will extend the life of batteries and the UPS. Therefore, it is recommended to do the inspection and service minimum of four times a year through professional technicians due to economical and safety reasons. Zener Eng. Co. service center can provide inspection and service for your equipment and preventive maintenance for longer equipment life at the shortest possible time using our professionally trained technical staff. Our department has access to our complete spare parts warehouse and is capable of providing general service and maintenance even on holidays. Service and inspection is done according to the provided check list.
Service checklist; Repair and maintenance
1 - Full dusting and cleaning of UPS, air conditioning paths, cooling fans, etc
2 - Checking the logs and environmental conditions report (temperature and humidity of the installation site of UPS and batteries)
3 - Control of the working parameters of the UPS in normal operation mode (voltage and frequency at the input, output and bypass)
4 - Control of the working parameters of the UPS in battery operation mode (output voltage and frequency, battery voltage)
5 - Accurate control of proper performance of UPS and related parameters
6 - Battery status control, battery parameters and battery wrenching
7 - Careful inspection of input, output and battery connections
8 - Review the UPS events and data log
Periodic Time Services
The after-sales service center of Zener Engineering Company provides annual maintenance services for UPS and batteries for private and public organizations and organizations in the form of periodic inspection, service and maintenance contracts. Services that are provided only in the form of a warranty do not provide a guaranteed time to provide services and repairs to customers, while in a periodic maintenance contract, the responsibility for service and maintenance of equipment is assigned to a team of experts and the correct performance of the system in every way. , Is guaranteed. Periodic service and maintenance contracts guarantee the continuous operation of the power supply equipment. Due to the importance of the continuous operation of consumer equipment, the after-sales service unit, by concluding periodic service and service contracts, visits and serves the installed equipment of its customers at the location alternately. Periodic service allows for partial failure detection before the entire system is malfunctioned, making it possible to perform the required hardware and software modifications to optimize equipment performance.
Periodic service contract services
1 - Controlling operational parameters of equipment
• Controlling operational parameters of equipment (Input and output voltage, frequency, etc.)
• Controlling environmental conditions of installation site (Ground, temperature, etc.)
• Complete testing of electronic circuits, switches and terminals
• Software and hardware troubleshooting
• Replacing consumable components such as contacts, relay, AC and DC capacitors, etc.
2 - Repair priority; Express maintenance of faulty equipment (priority over regular customers
3 - Proprietary reservation of all of customer’s spare components in our spare parts warehouse
4 - Temporary replacement of faulty device with a similar model within the support contract period if maintenance is time consuming in order to prevent interruption in customer equipment operation
UPS Repair Services
Repairing a UPS requires a lot of experience in addition to having sufficient expertise in electronics and parts recognition. The after-sales service unit of Zener Engineering Company is able to provide repair services for various brands and capabilities of UPS by employing specialized and experienced experts and using the latest technical equipment. All parts used for repairing UPS are original and original parts and are guaranteed by the company. Our specialized and experienced repairmen are able to repair all kinds of UPSs of different brands. UPS failures can occur at various levels of the control circuit, power circuit, switches, transmitters, and charger circuit. As part of the UPS repair process, all of these parts are reviewed by after-sales service unit repairers. If you do not have the expertise, never personally repair the UPS, because after opening the door of the device and seeing different boards, you will find that it is beyond your control and with the slightest mistake, it may destroy the UPS and more importantly Be injured.
UPS repair process at service center
For correct action in case of technical difficulty, please refer to the Users manual provided for your product first and if the problem persists, follow up on the issue through us.
If repair and maintenance of the faulty product is not possible on customer’s site, the product must be sent to our service center.
The faulty product should be sent to our department using suitable and protective packaging. Transportation fees of both the faulty and repaired product is the customer’s responsibility.
After receiving the faulty product, its appearance defects, including scratches, fractures, burns, etc., will be registered, the acceptance receipt will be issued, and the customer or customer representative will be delivered.
Matching warranty conditions to the current situation is the responsibility of our technical staff.
If the faulty product is not covered by the warranty and its repair costs more than 5 million Rials, the cost will be announced to the customer, otherwise the product will be referred to a repairman for repair.
Testing the repaired product is doable by the customer upon pick-up.
We are not responsible for the damages that may caused by postal services or similar methods.
Consumable components are under warranty if faulty upon product delivery.
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