FREQUENTLY ASKED QUESTIONS
General
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 all the time as well. 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.
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 3-year product warranty for the Main Zone protectors. Interior Zone plug-in protectors offer a lifetime product warranty and 3 year connected equipment warranty. Also, our UPS system come with a 2 year product and connected equipment warranties.
Surge Protectors
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 plugged 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)
What if my TV (or appliance) is damaged, but surge suppressor’s the 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/40With 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.
Warranty
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 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.
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.
Is data loss covered?
Data loss is not covered.
Is installation labor covered?
Installation and labor is not covered.
Mission Statement 
