Warranty

What is covered

Energy Sentry warrants each new demand controller against defects in materials and workmanship for three years from the start date that applies to your unit.

Registering your unit makes that start date straightforward to establish. If you have not registered, call with your serial number and we will confirm eligibility.

Coverage generally includes the control board and logic assembly, the front panel display and controls, factory-supplied power relays and low-voltage relay outputs, the power transformer and factory wire harnesses, current transformers supplied with the unit, and the enclosure against manufacturing defects.

If a covered component fails during the warranty period, Energy Sentry will repair or replace it at our option.

Parts and labor

Warranty coverage for parts, factory labor, and field labor varies by situation and installer. Call with your serial number for the breakdown that applies to your unit and your installation.

What is not covered

• Installation by anyone other than a licensed, qualified electrician or electrical contractor. UL requires professional installation. Owner-installed units are not covered.
• Damage from lightning, power surge, flood, fire, or other events outside our control.
• Damage from incorrect installation, including CTs placed below the main breaker lugs, missing ground on the 50-amp latching relay driver, relay wiring on the thermostat R leg, or a controller on a shared rather than dedicated circuit.
• Modification, unauthorized repair, or opening of the logic assembly by anyone other than Energy Sentry or an authorized dealer.
• Consumables and normal wear.
• Components not supplied by Energy Sentry, including third-party CTs, contactors, relays, and receiver modules.
• Utility bill outcomes. The warranty covers the equipment. It does not guarantee a level of savings, which depends on your rate schedule, your loads, your demand limit, and your usage. If you are not enrolled in a demand-based rate plan, the system cannot reduce a charge you are not being billed.
• Configuration and rate plan changes. Reprogramming after a utility rate schedule change is a service item, not a warranty claim.

Registering your unit

Registration is recommended even when it is not required. It establishes your installation date, ties your serial number to your utility and rate plan, and lets us notify you when your utility changes a rate schedule in a way that affects your configuration.

Send to help@energysentry.com:

• Model and serial number (on the label attached to the relay plate inside the enclosure)
• Installation address
• Installation date
• Installing electrician or dealer
• Your utility and rate schedule

If something fails: the RMA process

1. Call before you ship anything. Toll free (888) 461-9336, direct (970) 461-9600, or help@energysentry.com. Most calls do not end in a return. The 9388A holds roughly three months of operational data, and a large share of reported failures turn out to be a configuration issue, a disconnected load, or a measurement problem we can diagnose over the phone.
2. We issue an RMA number. Write it on the outside of the carton. Always include your RMA number on the shipment.
3. Pack and ship. Original packaging where possible, or equivalent protective packaging, with the RMA paperwork inside the box. Call for shipping instructions and freight responsibility before you send anything.
4. Evaluation and turnaround. We evaluate and repair or replace under the terms that apply to your unit. If the failure is not covered, we contact you with repair options and pricing before doing any work.
5. Reinstallation must be performed by a licensed electrician, and the unit recommissioned from the front panel. Call us and we will walk your electrician through it.

Advance replacement

For customers who cannot be without demand control, such as during peak season or on a commercial account with a demand ratchet, ask about advance replacement when you call. Availability and terms depend on your account and the season.

Legacy and out-of-warranty units

Units past the warranty period, and legacy models including the 9312A, 9308A, 9288A, 9208A, and the 9320-series monitors, are supported on a service basis. Often a repair is not the right answer and an upgrade to current production is, particularly on 9308A units where the board-and-display swap drops into the existing enclosure and relay plate. See the upgrade path page. Call for warranty terms on new equipment installed as part of an upgrade.

Governing terms

This page is a plain-language summary. The controlling document is the written warranty supplied with your equipment. Where this page and that document differ, the written warranty governs. The written warranty contains the full legal terms, including limitation of liability and any state-law disclosures that apply.

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Questions about coverage on a specific serial number? Have it handy and call toll free (888) 461-9336, direct (970) 461-9600, or email help@energysentry.com. Monday–Friday, 8:00 AM–5:00 PM Arizona time.