Drives startup, service and aftermarket

Field service

Repair

Drive component product repair and reconditioning by Eaton is available at our Eaton Industrial Control Division Headquarters in Menomonee Falls, WI. Evaluation, troubleshooting and repairs are completed by factory trained technicians. Eaton genuine certified parts are utilized and are warranted for 3 months. Prior to shipping back 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 configurations to ensure customers are able to quickly make repair vs. replace decisions. Expedited repair service is available to minimize customer down-time.

Contact Method & Hours of Operation:

Email: 
VFDAftermarketEG@eaton.com

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

Drive Repair Process:

1. Warranty Repair
   • Drives returned under warranty that requires repair will not be charged a test and evaluation fee. 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 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 per 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 Fees

   DG1 Frame Size	SVX Frame Size	T&E Fee
   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 (Center of Returns Excellence) at 1-800-410-2910 or CORE@eaton.com to process a claim and receive instructions 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 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 shipment. 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 complete details please see our Eaton Drives Warranty Policy TD04003006E in the Aftermarket Documentation tab on this website.

Eaton Warranty Claim Process for Variable Frequency Drives:

1. Required information prior to calling Drives TRC (Technical Resource Center):
   1. Original Eaton GO# (general order number)
   2. Catalog number
   3. Serial number (For enclosed packages, 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 TRC for troubleshooting assistance, in order to determine if the problem is in the VFD, and eliminate possible external causes.
   1. Call the TRC at 877.ETN.CARE (877.386.2273) Option 2, Option 7, 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 a SR (Service Request) Number.
   1. Be sure to write down the TRC SR Number.
4. Warranty Claim Processing:
   1. Parts Only: contact CORE (Center of Returns Excellence) at 800.410.2910 (or CORE@eaton.com)
      • Return replaced components per the instructions provided on the return paperwork.
   2. Onsite Service Required: a CQM (Customer Quality Management) form must be filled out 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 which will be required. Be sure to include the TRC SR Number in the CQM form.
      • When entering a CQM in Joe (for Eaton employees) assigns 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, the Drives TRC / Aftermarket team will supply replacement material and authorize an EWARF to the local Eaton Services team (EESS) or ISP (Independent Service Provider) who will schedule the service work.
5. Returned parts will be evaluated by the Product Integrity Center (PIC) in Watertown, WI for warranty validation.

Training

Documentation