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Acifica, Inc.Failure to honor warranty

I am having problems with a company from which we have purchased Mastech DC power supplies.
The company is Acifica, Inc., San Jose, CA. We have purchased more than 20 DC power supplies from this company over the last five years, but recently we purchased eight units of a higher voltage model (HY10020EX) that we had not used before.
Although previously purchased models have shown good reliability, the HY10020EX model has had several failures and the failed units have been repaired by Acifica under the 1 year warranty. However, now Acifica refuses to repair and return one of our power supplies that was sent to them for warranty repair. See recent email below.
I have received no reply to the latest email.

Regards,
Ken Fennewald
Watlow Heater Technology Center


From: Fennewald, Ken
Sent: Wednesday, May 16, 2012 2:23 PM
To: Sean from Mastech Power Supply
Cc: Fennewald, Ken; Nosrati, Mohammad; Kenchel, Matt
Subject: RE: Faulty HY10020EX Power Supply

Sean,
1.) We have operated ten units of model HY3030E for over two years with no problems. We have operated two units of model HY5020E for over two years with no problems. We have operated three units of model HY5030EX for 7 weeks with no problems.
This would seem to indicate our applications are not harmful to these models of power supplies. Cycle rates are no faster than 10 minutes under load, 5 minutes no load.
2.) We have seen a significant failure rate only on model HY10020EX units. In September 2011 we purchased eight pcs of Mastech DC power supply HY10020EX (Order #[protected], invoice # Mastech 032211E). Three of these units were returned for warranty repair in 2011 after failing incoming inspection steady-state testing at 100 VDC, 13 A resistive load. This is certainly operation within normal usage conditions for these three units and the failures can likely be attributed to poor quality. Two units failed after entering service in series, non-cycling. Two of the original units and the five repaired units have been operating with no anomalies. This would seem to indicate that some of these power supplies can withstand this application.
3.) What is the root cause of failure of the failed power supplies?
4.) We operate these power supplies in accordance with the information you have supplied via email and the instructions listed in the User Manual.
5.) We are awaiting return of one HY10020EX unit that was sent to you for warranty repair. We expect you to honor the advertised 1 year warranty with no additional charges or, if you choose, we are willing to return all the HY10020EX power supplies for a full refund.

Regards,
Ken Fennewald
Watlow Heater Technology Center
[protected] ext. 116

[X]
From: On Behalf Of Sean from Mastech Power Supply
Sent: Friday, May 11, 2012 1:18 AM
To: Fennewald, Ken
Subject: Re: Faulty HY10020EX Power Supply

Ken,

I am sorry for the delay in getting back to you.

After reviewing the history of your purchase, we are disturbed by the high failure rate at your location. our interpretation is that your application either is harmful to the power supplies, or the procedure you use is harmful to the power supplies.
so far we have been generously covering all the replacements under warranty, but we cannot keep doing it this way.
for the unit you have sent back to us, we can offer a replacement to you, if you are willing to pay a service fee of $100. for future damages, we will unfortunately not be able to offer warranty service. we can provide technical support if you are willing to repair them yourself, or we can work out some ways to repair them for you at cost.

Best regards,

Sean

On Thu, May 10, 2012 at 12:39 PM, Fennewald, Ken

Acifica Contact Person,
I have received no reply to my last two emails (see below) regarding warranty repair/replacement of a Mastech power supply. Can you help?

Regards,
Ken Fennewald
Watlow Heater Technology Center
[protected] ext. 116

[X]

From: Fennewald, Ken
Sent: Thursday, April 26, 2012 12:23 PM

To: Sean from Mastech Power Supply
Cc: Nosrati, Mohammad; Kenchel, Matt; Fennewald, Ken

Subject: RE: Faulty HY10020EX Power Supply

Sean,
I have not seen a reply from you. When do you expect to ship the repaired HY10020EX unit (or replacement unit) referenced below?
Note: My other HY10020EX units (7 pcs) are running ok.

Regards,
Ken Fennewald
Watlow Heater Technology Center

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