Toll Free: 800.446.8100 (North America)
Telephone: +1.757.855.0191
Fax: +1.757.855.4155
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Generator Service Questions

Generator Service Questions
Have a generator that does not appear to be functioning properly?
Please follow these instructions:
  1. Check to be sure that the electricity to the generator is correct.
  2. Check the circuit breaker and reset if necessary.
  3. Check the OPERATION STATUS INDICATOR light (if so equipped):
    • GREEN or Flashing GREEN: NORMAL
    • RED, Flashing RED, or any color other than GREEN: There is an internal problem; the generator must be reset. Follow the reset procedure as listed on the top of the generator. If generator Operation Light fails to return to Solid Green, the unit needs to be returned. See instructions below on how to return a generator for service.


CAUTION: Do not attempt to repair the generator! Repairs should only be made by authorized, trained personnel.

Please remember that these are expensive generators and, while in your possession, you are responsible for them. The generator is an expensive, complex piece of equipment. To alter it or change the composition of the ETHY-GEN® II is very risky and unnecessary.




How to return a generator for service:

For customers located in the USA or Canada:
  1. Call 800-446-8100 (toll free), 757-855-0191, or contact us;
  2. Provide the serial number of the generator;
  3. Explain the problem you are experiencing with the unit.
  4. We will instruct you as to the procedures for handling the generator. Carefully pack and protect generator in a suitable box for return shipment.
  • Inform us of your intent to return (here's our contact us page).
  • Important: Generators should be shipped by a courier with tracking service and insurability. Generators should be insured for a minimum of $1000.
  • Ship to the address for your country:
USA:
Ship to:
Catalytic Generators, LLC
1185 Pineridge Road
Norfolk, VA 23502
Phone: (757) 855-0191

Canada:
Ship to:
Simtech Supply Chain Management Inc.
1036 Green Valley Rd
London, ON N6N 1E3
Phone: (519) 681-0070
Fax: (519) 681-2045

For customers located outside of North America:

Contact the distributor nearest you; click here for a complete list of our International Distributors. If you wish to have us repair your generator, please contact us for a quotation. To return, carefully pack and protect generator in a suitable box, and then ship insured and freight prepaid to:
Catalytic Generators, LLC
1185 Pineridge Road
Norfolk, VA 23502
Phone: (757) 855-0191


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Catalytic Generators, LLC
1185 Pineridge Road
Norfolk, Virginia 23502 USA
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