Frequently Asked Questions
I’ve never had equipment damaged by
electricity – Why do I need this?
surgeassure™ is designed for those who would like peace of
mind and protection for their sensitive electronics. You may not
need it. However, it is possible you have had equipment damage and
don’t know it. Many “mysterious” computer problems such as
contaminated or irretrievable files are actually due to electrical
surges. Also, breakdowns and replacements of electronic equipment
due to what you think of as “normal” wear and tear may actually be
due to internally or externally caused surges.
Aren’t my circuit breakers enough?
Common AC circuit breakers don’t react quickly enough to protect sensitive
electronic equipment. surgeassure™’s Main Zone protector reacts
in less that a billionth of a second. Also, it’s important to note that
Ground Fault Circuit Interrupter (GFCI) circuit breakers are not surge
protectors and therefore do not provide surge protection. They protect
against shock hazard.
How often do these disturbances occur?
Because we use so many things like refrigerators, pumps, heating and air
conditioning systems all the time, disturbances happen frequently.
A 17-month study done by IBM in 49 cities across the country found that an
average of 128.3 disturbances happened in each monitored facility, every
month. Most were surges that did not cause immediate damage, but which could
wear down equipment over time.
Will these devices prevent my clocks from blinking?
No. Neither the Main, Interior, nor Exterior Zone protectors can eliminate
blinking clocks. Blinking is caused by momentary sags or outages, which are
solved by the use of a UPS unit or buying electronics with built-in battery
back-up.
How do Surge Protectors work?
Surge Protectors are designed to reduce and divert potentially damaging short-duration voltage spikes safely out of the system to Ground. This is similar in concept to pressure relief valves that protect water heaters from overpressure.
What should I look for when selecting a Surge Protective Device (SPD)?
Any panel mount Surge Protective Device that you consider must be listed UL 1449 3rd Edition. All manufacturers UL listings are available for review on the UL website. Be careful not to confuse SPD listed products with Secondary Surge Arrestors (aka Lightning Arrestors). Secondary Surge Arrestors have a clamping voltage much too high to protect sensitive electronics.
When comparing surge protectors it is important to consider both the surge current capacity and clamping voltage to determine the performance of the surge protector. Please reference
“What is surge current capacity?” and
“What is clamping voltage?”
What is surge current capacity?
Surge current capacity is the maximum amount of surge current that a surge protector can pass for a single surge event. This level is used to indicate the protection capacity of a particular surge protector. For example, in a high exposure area (like Florida) with a high likelihood for lightning, a larger surge current capacity might be desired. But, be aware that surges have natural limitations and that larger surge current capacity tends to add redundancy rather than the implied ability to handle an extremely large surge. For example, an entire lightning strike cannot go through wire; much like a fire hose has difficulty shooting through a soda straw. Realistically, surge protectors do not need to be sized for entire lightning strikes. But, there are valid reasons for adding excess surge current capacity for redundancy reasons.
The surge protection industry uses kiloamperage (kA) as a measure of the products surge current capacity. All of surgeassure™ products list the kA rating for the surge capacity. kA ratings at or above 10kA (10,000 Amperes) are generally acceptable.
What Joule rating should I choose?
Many homeowners look at Joule ratings to determine which surge protector to purchase. Unfortunately, Joule ratings can be misleading according to IEEE research. When a surge protector is submitted for third party testing with Underwriters Laboratories (UL), a Joule rating is not a tested parameter. Joule ratings are an unreliable measurement for determining a products surge capacity because there is no test standard. The Joule rating listed on a surge protector’s package is determined using an unknown method by the manufacturer. Please reference
“What is surge current capacity?”
What is clamping voltage?
Clamping voltage, also referred to as let through voltage or the Voltage Protection Rating (VPR), is the amount of voltage a surge protector permits to pass through it to the attached load (ex: a TV) during a surge event. Clamping voltage is a performance measurement of a surge protector's ability to attenuate a surge, or more simply, to reduce the surge to a manageable level. For example, a surge protector might limit a 6,000V surge so that only 600V is ‘visible’ to the load. The clamping voltage is 600V. This performance value is confirmed by Underwriters Laboratories during tests conducted while evaluating a surge protector for listing.
My utility offers surge protection. What is the difference between your product and theirs?
Utilities generally offer meter-based products. Please make sure that the product they are offering is UL 1449 3rd Edition listed and not a surge arrestor. Most utility surge protection programs are leasing programs so you will be paying a monthly fee for as long as you are opted into the program. Why pay a monthly charge when you can own your surge protector? If you were to pay $10 a month to lease surge protection from your utility for 10 years (our panel mount device has a 10 year product warranty) you will end up paying $1200. It is cheaper in the long run to own your panel mounted surge protector. Also, the electric utility does not provide protection for your telephone and coaxial connections.
I found a “power factor correction device” that claims to save money on my power bill and provide surge protection. What is the difference between your product and theirs?
Any panel mount Surge Protective Device that you consider must be listed UL 1449 3rd Edition. This is not only for performance but also for safety reasons. If the product has not been evaluated specifically for UL 1449 3rd Edition then important end-of-life (failure mode) testing has not been performed to determine if the product will fail passively (safely) and the product may explode when subject to a fault condition and put you at risk for an electrical fire.
Although it is tempting to buy a product that claims to save you money on your home’s power bill there is no documented proof from a reputable organization that substantiates these claims.
A document was released on Dec 15, 2009 by NIST (National Institute of Standards and Technology) and the US Dept of Commerce that discusses "Power Factor Correction" for residential applications. This document is available on the NIST website. There is also a reference in the NIST document to the US Dept of Energy "Energy Star" program's opinion of power factor correction devices which is located on the Energy Star website’s FAQ. Q: Do Power Factor Correction Devices (kVAR) really save money?
My electronics have built-in surge protection. Why
do I need more?
Built-in surge protectors often aren’t strong enough to handle larger
surges and spikes and, like other smaller surge protectors, can wear out
without your even knowing it, leaving you with no protection at all.
Built-in protection for one piece of equipment may still leave you without
protection for important peripherals such as answering machines, modems,
printers, etc. In addition, built-in protectors don’t provide back-up power
which lets you perform orderly shut-downs.
My home has 2-pronged electrical outlets only. Can
I still get Zone protection?
Although you won’t be able to use the Interior Zone protectors (they
require use of a grounded three-pronged outlet), you can still have the Main
Zone protector installed. Your standard electrical equipment that is
“hard-wired” will then be covered under the Main Zone’s connected equipment
warranty.
Homes with a combination of two- and three-pronged outlets may take
advantage of the Interior Zone protectors, as long as properly wired and
grounded three-pronged outlets are used for all UPS and plug-in
protectors. Use of two to three-pronged adapters is expressly disallowed
with the surgeassure™ program.
How long will my protection devices last?
Under normal operation, these devices will operate indefinitely. The
devices have been engineered by APT, an "ISO 9001: 2000 Certified" industry
leading manufacturer. A world class test facility assures maximum design
efficiencies and assures maximum accuracy, quality, and dependability. surgeassure™
demonstrates its faith in these products with a 10-year product warranty for
the Main Zone protectors. Interior Zone plug-in protectors offer a lifetime
product warranty and 10-year connected equipment warranty. Also, our UPS
system come with a 2-year product and connected equipment warranties.
How do I hookup my plug-in surge protector?
Plug the surge protector into a powered wall outlet. Be sure the switch on
the surge protector is set "ON" by pushing down on the reset side. If the
surge protector has LED's, be sure they are lighted according to the
enclosed instruction manual. If not check your wall outlet. Connect
equipment into the outlets on the power strip or surge protector. Be sure to
plug in your phone/fax or TV/coax if surge protector has this option.
The phone is not working when plugged into the
surge protector?
Unplug and reinstall the phone/fax input cable on the surge protector. If
that doesn't work, plug the phone/fax directly into the phone wall jack. If
the phone/fax works in the wall jack, the surge protector has been damaged
by a surge or could be failed (phone/fax protection circuits are separate
and not related to the indicator lights). If the phone doesn't work check
your phone in another outlet you may have a defective phone. Or you may have
a damaged Main Zone telephone protector.
If other in-home phones are working then the phone is probably
damaged. If the other phones work, but you have a bad signal, the Main
Zone telephone protector is probably damaged. To verify Main Zone
telephone protector is damaged, unplug telephone cables, and connect
them with Radio Shack
Inline Coupler Cat# 279-434. If telephone signal is restored, the
Main Zone telephone protector needs to be replaced. If signal is still
bad, contact the telephone company.
Outlets aren't grounded, can I use an adapter?
No. Your surge protector must be plugged directly into a
three-pronged grounded outlet. If you use an adapter the warranty will be
void.
Can I daisy chain surge protectors?
No. Surge protectors must be plugged directly into a grounded outlet to
work properly. (Underwriters Laboratories prohibits daisy chaining) Never plug a surge protector into a plug strip or plug adapter.
What if my TV (or appliance) is damaged, but the surge
suppressor’s lights are still on?
Then a transient did not damage the appliance. The units are designed to
show evidence of a transient passing through it. If the lights are on, there
is some other cause of the damage to the appliance.
What service is the Main Zone Breaker Panel
protector rated for?
It is rated for 120/240 VAC, split phase systems. A 20 A breaker must be
used to connect the Main Protector to the breaker panel.
Can the Main Zone Protectors be installed outside?
Main Zone protectors are rated for indoor and outdoor applications.
What doesn't the Main Zone protect?
Medical and life support equipment.
How do I know if the surge protection devices are
still working?
Properly functionality of the suppressors differs by zones:
1.
Main Zone Protectors
i.
Main Breaker Panel Protector – TE/1C/40
With advanced monitoring capabilities, this
device not only monitors the surge protection integrity, it monitors your
home’s grounding. The table below identifies visual and audio conditions
along with a corresponding action that needs to take place:
|
LED1 |
LED2 |
RED |
ALARM |
ACTION |
|
Green |
Green |
Out |
Off |
Unit is functioning
Properly |
|
Out |
Out |
Out |
Off |
Reset Breaker. If
re-opens replace suppressor |
|
Green |
Green |
Blinks |
Sounds |
Replace
Unit |
|
Out |
Green |
Blinks |
Sounds |
Replace Unit |
|
Green |
Out |
Blinks |
Sounds |
Replace Unit |
ii.
Main Telephone Protector –SAT1
This device has no external indicators to
tell you if it is operating normally or in need of replacement. But it’s
pretty easy to find out if it needs replacing.
When this device reaches the end of its life,
it stops the telephone signal from entering the rest of the home. You will
either get static signal or no signal, and you won’t be able to dial out.
iii.
Main Coax Protector – SAV1
This device has no external indicators to
tell you if it is operating normally or in need of replacement. But it’s
pretty easy to find out if it needs replacing.
When this device reaches the end of its life,
it stops the coax cable signal from entering the rest of the home. You will
either get weak signal or no signal, and you won’t be able to see anything
but static or a poor snowy picture.
How do I know if the telephone or cable is blown?
If the telephone or cable portion of the device fails -- the telephone line
or cable service is interrupted and appears to be "dead" -- in many cases
the service can be established by connecting the cable or phone line
directly into the wall. Call surgeassure™ at 800-727-0669 for
directions to return your product for replacement.
How do I register for the warranty?
There is no registration process for the warranty. If you have an incident
where connected equipment is damaged your surge protector will act as proof
of purchase. Please contact us to place a claim under the warranty.
Do I have a warranty claim?
Once your surge protector is received, the warranty department will perform forensic testing along with a review of the information you supplied. You will be notified as to the warranty departments findings along with your claim status within three weeks of receipt of the surge protector. The Surgeassure connected equipment coverage under the warranty is secondary to any other applicable policy, including but not limited to, homeowners insurance, manufacturers warranties, service contracts and extended warranty plans. Coverage shall apply to only that portion of the costs for repair or replacement that exceeds the limits of coverage under the above mentioned policies and does not cover deductibles required by other policies.
How long does the warranty process take?
The average turn around time from receipt of damaged surge protector to
settlement is three weeks.
What does fair market value (blue book) mean?
It is the price that equivalent “Like Kind & quality” equipment can be
purchased. For example, Orion Blue Book, UCE.com reseller and eBay provide
information relating to equipment value.
What can I do about personal property damage?
Only connected equipment is covered. Personal property damage should be
discussed with your homeowner’s insurance carrier.
Data loss is not covered.
Is installation labor covered?
Installation and labor is not covered.