If a customer believes they are capturing false flow information and they have a FlowHD-Plastic flow sensor, what is going on?
IMPORTANT!
Any new reports of this should have their case number parented to this Escalation - ES-1021.
Customers have reported instances of high flow rate when none is expected (master valve shut off or low use hour). This phantom flow issue has only appeared on controllers connected to FlowHD-P sensors. Read Incorrect Flow Data to understand why the customer believes this to happen and methods for them to fix it (public, so customers can be directed there as well). Customers are directed to:
- Purchase a new FlowHD Plastic insert (WTFLOWHD-P-INS) to ensure the flow sensor has the most up-to-date firmware.
- A FlowHD Plastic insert with a serial number of 0520xxxx thru 5220xxxx or xx21xxxx or xx22xxxx will have the latest firmware in it.
- Make sure the flow sensor is installed at 45 degrees
- Recommend the customer to install air-relief or auto-drain valves on the meter to help air escape the hydraulic structure. We don't sell meters so we will not assist in purchasing or installing this. Kinetic Air has been recommended as a quality air-relief valve.
If a customer calls in:
*some units did not register any flow. Flowmec is confirming if there is an inherent design/mfg. issue in the no flow units. Please escalate case and record instance on ES-1021.
Ask the customer to send
- the usage report where phantom flow is suspected or the appropriate date/ times.
- site-specific details: irrigation window, application (is there nearby mechanical operations that would cause the pipe to vibrate), how many feet are the straight run (should be 10x the pipe diameter), pipe size, installed control valves.
Tell Customer "More instances of phantom flow have been reported, so we escalated the discussion with our supplier. Their engineering team then built a test setup in their GPI lab and reproduced the phantom flow issue. We are meeting with them on a bi-weekly basis to get updates. We're working with a long-term customer now to confirm if the new firmware resolves phantom issues. We may also test newer (unproven) alternative flow meters on the site to see if this would fix phantom flow, because it could be that the site's pipe material or thickness or the vibrations in the pipe (due to bending, or mechanical applications or valve-caused pressure losses) will generate phantom regardless of flow sensor manufacturer and a different type of meter, such as impeller - CST/ DI, will be necessary."
"Our software team is also running a data scrum to see if we can remotely identify phantom flow (look for abnormal values) to see if we can proactively scope the size of the problem."
Ask customer pipe size. If 1" then can recommend QS100
What do I do if the customer wants to fix Phantom flow in the reports?
Customers may request their phantom flow data to be deleted for water usage reporting purposes. Once we have confirmed there is a phantom flow issue, tell them to send the data of date/time when high usage was noticed. Forward the request to correct the data to engineering.
What if a customer wants to a free FlowHD-P replacement or insert?
- Confirm in the data shows phantom flow
- if the customer has old serial # then go to step 2. If cannot find phantom flow data, the customer is not approved for RMA.
- Ask the customer how long its been installed. under 3 years = in warranty
- Confirm it was purchased through HPDS. To confirm see: When to issue a Plastic FlowHD RMA
- If meets above 3 then send zero cost RMA. If the claim does not meet the above criteria or customer wants the flow sensor with the newer firmware, then have them purchase insert with their local distributor.
Resources: our FlowHD-Plastic sensors are Flowmec QS200 ultrasonic sensors. Our manual link vs Flowmec manual link.