Drives start-up, service and aftermarket

Field service

Repair

Drive product repair and reconditioning by Eaton is available at our Eaton enclosed drives operation in Watertown, WI. Evaluation, troubleshooting and repairs are completed by factory-trained technicians. Genuine Eaton certified parts are used and are warranted for three months. Prior to redelivery to the customer, all drive products are tested to factory specifications. Test and evaluation repair pricing is provided below for our most popular drive power sizes and types to ensure customers are able to quickly make decisions to repair or replace. Expedited repair service is available to minimise customer down-time.

Contact method & opening hours:

Email: 
VFDAftermarketEG@eaton.com

Hours:
8:00 am to 5:00 pm CST
Monday – Friday

Drive repair process:

1. Warranty repair
   • For drives returned under warranty that require repair, a test and evaluation fee will not be charged. Repairs will be covered at no charge to the customer, unless during analysis the claim is found to be not valid. If found to be not valid, a quote will be provided to the customer for repairs.
   • To have the drive repaired rather than replaced or to have repair parts sent out, enter a RE/W claim with Eaton CORE (see below).
2. Non-warranty repair
   • Drives that are not under warranty can be repaired at the customer’s expense. Standard testing and evaluation fees (see below) will be waived if the customer proceeds with paid repairs.
   • To have the drive repaired, enter a RE/N claim with Eaton CORE (see below).
3. Testing & evaluation costs

   DG1 frame size	SVX frame size	T&E cost
   FR1 – FR2	FR4 – FR5	$150
   FR3	FR6	$250
   FR4	FR7	$300
   FR5	FR8	$350
   FR6	FR9	$400
   N/A	FR10	$500
   N/A	>FR10	$600
   MMX, DE1, DA1, DC1 series	All frame sizes	$100

4. Repair claim process
   • Contact CORE (Centre of Returns Excellence) at +1 800 410 2910 or CORE@eaton.com to process a claim and receive instructions on how to send the product back to the Eaton drives facility.
   • Once received, the drive will be evaluated and a quote will be provided within 2–3 days. Depending on parts availability, the lead time for repairs is 3–4 weeks.
   • When submitting your claim, please include any failure information with the request. A claim return number is required before returning any item.

Warranty

Eaton warrants to the buyer, subject to the limitations and conditions stated in our warranty policy, that all new products manufactured by Eaton shall be free from defects in material and workmanship and shall deliver their rated output as indicated on the nameplates for a period of 24 months from date of delivery. This warranty does not cover failure or damage due to storage, installation, operation or maintenance not in conformance with Eaton’s recommendations and industry standard practice or due to accident, misuse, abuse or negligence. Extended warranties are available. For full details, please see our Eaton Drives Warranty Policy TD04003006E under the aftermarket documentation tab on this website.

Eaton’s warranty claim process for variable frequency drives:

1. Information required prior to calling the Drives Technical Resource Centre:
   1. Original Eaton GO (general order) number
   2. Catalogue number
   3. Serial number (for enclosures, the serial and general order numbers are on the enclosure door label)
   4. Customer job site location
   5. Job site contact information
   6. Detailed description of the issue
2. Before warranty status can be confirmed and parts and/or service provided, it is required to contact the Drives Technical Resource Centre in order to get troubleshooting assistance, to determine if the problem is in the variable frequency drive and to eliminate any possible external causes.
   1. Call the TRC at 877 ETN CARE (877 386 2273) option 2, option 6, option 4. Please have the above information available during the call.
   2. Send pictures and documentation if needed to: TRCDrivesTechSupport@Eaton.com
3. The TRC will help determine warranty status and if parts, replacements and/or service is needed, and will provide you with an SR (service request) number.
   1. Be sure to write down the TRC SR number.
4. Warranty claim processing:
   1. Parts only: contact CORE (Centre of Returns Excellence) at 800 410 2910 (or CORE@eaton.com)
      • Return replaced components as per the instructions provided on the return paperwork.
   2. Onsite service required: a CQM (customer quality management) form must be filled in on “JOE” (for Eaton employees) or contact EatonCare at 877 ETN CARE (386.2273) option 4, option 2 for CQM assistance.
      • See attached file “CQM FORM Rev. 10_22_2013.pdf” for the information that is required. Be sure to include the TRC SR number on the CQM form.
      • When entering a CQM in Joe (for Eaton employees), assign the CQM to “Watertown Warranty” (TRCDrivesTechSupport@Eaton.com). For non-Eaton employees, this will be taken care of by EatonCare as they assist you with the CQM process.
      • Upon receipt of the CQM form, the Drives TRC/aftermarket team will supply replacement material and authorise an EWARF to the local Eaton Services team or independent service provider, who will schedule the service work.
5. Returned parts will be evaluated by the Product Integrity Centre (PIC) in Watertown, WI for warranty validation.

Training

Documentation