Looking for Operating Manuals, Software Downloads, Application Notes, or Technical Papers? Visit the Bulletins area for all downloadable files.
2024 Holiday Closing Schedule
New Year’s Day Monday, January 1, 2024
Martin Luther King Jr. Day Monday, January 15, 2024
Memorial Day Monday, May 27, 2024
Independence Day Thursday, July 4 & Friday, July 5, 2024
Labor Day Monday, September 2, 2024
Thanksgiving Thursday, November 28 & Friday, November 29, 2024
Christmas Eve Tuesday, December 24, 2024
Christmas Day Wednesday 25, 2024
New Year’s Eve Tuesday, December 31, 2024
After hour and holiday emergency support information:
- After 4:30 p.m. until 8 a.m. (EST) by calling a Service Engineer at one of the below cell numbers:
201-213-1979 or 201-841-9818 or 862-812-4494. - Or, Email
This email address is being protected from spambots. You need JavaScript enabled to view it. for non-urgent matters.
Quick Links
This email address is being protected from spambots. You need JavaScript enabled to view it. - NERC CIP Customer Support Center
- Submit an RMA Request
- Create an RFL Download Account
- Customer Satisfaction Survey
Customer Service
Please tell us how we're doing. Take our Customer Satisfaction Survey.
The HPS®/RFL brand of products offer a 24-hour emergency service program that provides specialized service anytime, anywhere in the world. Our customer service team is dedicated to supporting our customers' needs by providing prompt responses to inquiries and timely after-sales field support. We are constantly striving to achieve the highest possible levels in customer service satisfaction. Our philosophy is to understand our customers' needs and meet their requirements on time, every time, without error. All RFL branded products are engineered and manufactured to the highest-quality standards and are supported by a team of highly trained customer service engineers.
Available services include:
Dial-Up Support
The HPS®/RFL brand Customer Service Department consists of teams of technical personnel devoted to the service of specific products. We offer telephone assistance by qualified engineers and technicians to assist with resolving problems a customer may be experiencing. This support is free during the lifetime of the product. "Dial-up" support is available during normal business hours of 7 a.m. to 4:30 p.m. EST Monday - Friday (excluding holidays) by calling 1-973-334-3100 and requesting a Customer Service Engineer for the product you require assistance with.
Startup and Commissioning
The HPS®/RFL brand has its own qualified field service engineering staff that will provide continuous engineering field support during system installation.
On-Site Service
On-site service may be contracted by the customer by the hour on an "as needed" basis with a minimum four-hour charge, and calculated from portal to portal. Material cost is additional. Under this plan, a trained RFL branded-product Customer Service Engineer can be scheduled at your site to repair or replace our equipment. Service contracts covering specific products are also available.
Warranty Repair
All Hubbell® Power Systems, Inc. RFL branded products come with a standard one-year factory repair warranty covering component replacement and labor costs. The RFL 9745 and eXmux® 3501 and eXmux® 4500 systems’ product warranty extends to three (3) years, the RFL IMUX 2000 multiplexer product warranty extends to five (5) years, whereas the RFL GARD 8000® and RFL GARD Pro® systems’ product warranty extends to ten (10) years. The warranty period begins from the date of the equipment shipment. During the warranty period, Hubbell® Power Systems, Inc., may, at its option, repair or replace components that prove to be defective at no cost to the customer except the one-way shipping cost of the failed part or module to the factory's Repair Department. All RFL products or equipment returned to Hubbell® Power Systems, Inc., must have a Return Material Authorization (RMA) number prior to return. All parts or modules are normally repaired and returned within fifteen working days. Special overnight service can be arranged, subject to material availability.
Out of Warranty Repair
After the warranty period has expired, out-of-warranty repair is performed exactly the same as warranty repair, except there is a repair charge. All components replaced on repaired items will be covered under warranty for one year from date of repair. All HPS®/RFL equipment for repair must have a Return Material Authorization (RMA) number prior to return.
Warranty Extensions
Extended warranty is available upon request.
After-Hour, Weekend, and Holiday Emergency Customer Service Assistance
Emergency Service provided after 4:30 p.m. until 7 a.m. (E.S.T.), Mondays through Fridays, or weekends and holidays by calling a Service Engineer directly at: 201-213-1979 or 201-841-9818 or 862-812-4494.
