Warranty

What is covered

Interactive Energy Systems sells, installs, and warrants the 9388A through authorized dealers. Coverage begins on the date of original installation by a duly qualified, licensed electrical contractor.

Standard IES Limited Warranty: 5 years on parts and 1 year on labor from original licensed installation.

Premium Warranty (retail value $2,500), included with a residential install: 10 years on parts and 2 years on labor, with priority service support. The $2,500 figure is the retail value of that warranty, not the price of the system.

During the applicable period, as long as the original purchaser owns the product and the warranty conditions are met, IES will repair or, at its option, replace a defective DAC or covered component at no cost. After the labor period expires, additional labor is billed at then-current rates.

Parts and labor

Parts coverage is 5 years standard, or 10 years with Premium. Labor coverage is 1 year standard, or 2 years with Premium, on the workmanship of an authorized, licensed electrical contractor. Register the unit with IES within 90 days of install or coverage is not valid.

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. IES does not guarantee any specific level of energy or dollar savings. Actual results depend on your utility rate, usage, and settings. 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

The IES Limited Warranty is not valid unless the Warranty Registration Card has been received and the unit has been registered. Register with IES within 90 days of installation.

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 of the IES Limited Warranty in the 9388A manual. Coverage is non-transferable except by written agreement from IES, and it extends to the original purchaser and members of that household. The hardware is manufactured by Brayden Automation Corporation and may carry a separate factory warranty; where the two differ, the IES Limited Warranty governs the sale, installation, and service of your system. Where this page and the written warranty differ, the written warranty governs.

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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.