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Frequently Asked Questions

  • Service FAQs

    When I call ETC to discuss my equipment, what information should I have readily available?

    " Help your ETC Technician Help You" is a list of information that will be helpful to have available when you call in with a question or problem.

    During what stage of a project should I call ETC technical phone support vs. project management?

    As soon as a purchase order is sent in, ETC’s project management department takes over and a specific project manager is assigned. This project manager will be able to answer any questions you may have through the time of system commissioning. Once an ETC technician has been out to site to commission and train on the job, the project moves into the hands of ETC phone support. Technical Phone Support can be reached at 1-800-688-4116

    How do I request an ETC service provider to commission or service my system?

    ETC is happy to assist and provide the best ETC Technician to service, commission and train on your system. For system commissioning, please use the System Commissioning Request or SCR form. For console training, please use the Console Training Request or CTR form below. Once you have completed the form, please email it to your ETC project manager or fax it to us at 608-836-1736. We do request at least 3-week notice before beginning the on-site commissioning, but we are ready to help if your time frame is limited. As soon as a technician is scheduled, we will notify you with the technician’s contact information and confirmation of their on-site date.

    Console Training Request Form
    System Commissioning Request Form

    ETC can also assist you in providing or finding an ETC Technician for both warranty or non-warranty service calls. Please call ETC Technical Services at 1-800-688-4116 to troubleshoot any problems you are having or if you have other questions regarding your ETC system. If we can’t fix it over the phone, we’ll work with you to schedule a technician that best accommodates your needs and schedule. You can also find a technician at one of our many ETC Service Centers by searching in our Find a Dealerlocator. 

    What is the difference between an RMA (Return Material Authorization) and an RO (Return Order)?

    An RMA number is issued when a repair to a piece of equipment is going to be necessary and a Return Order number is issued when a piece of equipment is being returned for credit or is not needed on the site. There is a different process followed depending on whether you have an RMA or RO number so it is important to make sure you are requesting the correct thing.

    Who do I call to check on my RMA number?

    To obtain an RMA number or request information on an RMA number that has already been created, you should call Technical Services at 1-800-688-4116.

    Does ETC offer a warranty on their equipment?

    Absolutely! ETC offers the same platinum class warranty on all of our gear to all of our customers at no extra charge. ETC also provides many services that go above and beyond our warranty. We support every piece of equipment that we’ve made in the last 35 years with loaner gear, repair services, replacement parts, and even free phone support - that’s in addition to the standard 2 year warranty for most gear and standard 8 year warranty for Unison gear! For a copy of the ETC warranty, contact an ETCCustomer Service Representative.

    Dealer/Rep FAQs

    How do I get access to the ETC drawing library?

    All ETC dealers and reps can receive access to the ETC Standard Drawing Library. However you must first have a MyETC account set up before permission can be granted. You can register for a MyETC accounthere. Once that is done, notify Vicki Lessard ( Vicki.lessard@etcconnect.com) to get the drawings linked to your account. You will also receive access to the ETC Blocks Library as well which includes iconic blocks of the ETC products in AutoCAD to do quick and easy risers. If you are working with consultants or architects that are interested in the drawings, make sure they are registered on our website and follow the same simple steps.

    How do I find tracking information for shipments on various jobs?

    Tracking information on each of your ETC projects can be found on the customer shipment report that is sent to your office each morning after an ETC shipment goes out. This report will include tracking numbers and carrier information when available. Occasionally ETC uses an independent carrier, in this case specific tracking information may not show up on this report. If you have questions on those shipments or where to find your customer shipment report please call a regional assistant (RA) or your project manager.

    I am using custom paint colors on a project; how does this affect my delivery timeline?

    ETC is able to match nearly any color you can find. We request that a paint sample or paint number (example: Sherwin Williams #SW 6839) be sent to us as early in the project process as possible. We will have a sample of the requested custom color made in the paint type and finish that will be used for your specific project and send it out to you for approval. This color matching process typically takes up to two to three weeks. Once your custom color has been approved and the equipment is released for manufacturing, we will begin the painting process. Like any custom equipment, this will take some extra time; typical lead time is three weeks. Of course all timelines are flexible and we will do what we can to meet the dates you set. Please contact your project manager to discuss specific timelines on any job you may have that includes a custom paint color.

    What does ETC do with load chart information and why is it important to supply early on in the project? Are there templates I can use to make sure all needed information is supplied?

    When ETC is provided load chart information, we are able to double check how loads are being distributed in the system as well as get an idea of how many circuits are being used per application within a venue (i.e. public space vs. on-stage vs. meeting rooms vs. pre-function lighting). Your project manager is also able to double check module types against system intent – this extra set of eyes often helps to spot and prevent potential issues before the project is too far along. The information from the load charts, is also passed along to the ETC Technician that will commission your system. With complete and accurate load charts, we will be able to better focus on commissioning, programming and training of your system and not use that time tracking down load information. Below is a link to load chart templates that can be used to help get you started on compiling a site specific schedule.

    Load Schedule - 120V Balanced Racks
    Load Schedule - 277V Balanced Racks
    Load Schedule - 120V Straight Racks
    Load Schedule - 277V Straight Racks

    Where can I find a current ETC pricelist?

    The ETC price books are offered to reps and dealers. If you have not done so already, you’ll need to register for a MyETC account . Once that is done you should contact your ETC Customer Service Representative and they will help you get set up with access to it. When those steps are complete, you should be able to see the price book link on the main page of your MyETC account. Any updates or changes are automatically made within MyETC so you can be sure that you always have the most up to date pricing available.

    General FAQs

    How do I find an ETC dealer in my area?

    There is a complete list of ETC dealers world-wide at  http://www.etcconnect.com/Find-A-Dealer.aspx

    What is the Application Engineering Helpdesk and how could it be useful to me?

    The Application Engineering Helpdesk is a service provided to answer questions regarding product applications, ballast compatibility, custom programming of Paradigm software or if you are doing something unusual on a project and just want confirmation from ETC that it can be done. The AE Helpdesk is staffed by six engineers and can be reached by calling (888) 908-2183 or by e-mailing aesupport@etcconnect.com. If your questions are about a current project and you have a project manager assigned, we encourage you to call your project manager first. For pre-sale questions, give us a call. We look forward to working with you!

    Where is the best place to look for information on wire substitutions?

    ETC has a list of recommended wire to use for your systems which is shown on the Notes page of the ETC submittal drawings. This will call out the wire that ETC recommends for each protocol being used, however other wires may work for the application. For a list of approved substitutions, click on the link below. If you do not see the particular wire you are interested in using, please call the Application Engineering Helpdesk for approval at (888) 908-2183 or by e-mailing aesupport@etcconnect.com. http://www.etcconnect.com/Support/Articles/Data-Cable-Wire-Length-Specs-Substitutions.aspx

    How much does an ETC connector strip weigh?

    On average the ETC connector strips weigh between five and six pounds per foot. This takes into consideration all connectors and wiring.

    I have an LED or fluorescent product I’d like to use on a project. How do I make sure it’s compatible with an ETC dimming system?

    When specifying a particular LED driver, fluorescent ballast, or electronic low voltage (ELV) transformer for use with an ETC Dimming System, ETC would like to verify that the device is compatible before installation. Please check our LED Dimmer Compatibility tests to check whether it has already been tested. If it has not been tested, then samples can be sent to ETC in order to verify that they are compatible with an ETC Dimming System.