Frequently asked questions (FAQ)
General
- This action follows a comprehensive review of the strategic fit and performance of the metering business in the Company’s portfolio.
- Transitioning the metering business will simplify Mueller’s portfolio and allow the Company to focus capital, talent and management attention on areas where it has stronger competitive positions and clearer opportunities for profitable growth.
- ZENNER USA brings the scale, technology investment and industry focus needed to support the business over the long term.
- Mueller Water Products is transitioning out of the metering business, what we call Mueller Systems. The rest of the Company will continue business as usual.
- We recommend you reach out to the below ZENNER USA representatives should you have any questions:
- Customers can reach out to Bernard Nance at bnance@zennerusa.com or (972) 386-6611 (ext. 125).
- Distributors can reach out to Rich Sanders at rsanders@zennerusa.com or (772) 285-1035.
- Please send an email to the Technical Support team at meteringsupport@muellerwp.com, and we will coordinate a time to discuss questions.
Sales
- Yes, please continue to reach out to your Mueller Systems Territory Manager, Customer Care Representative or Distributor with questions. To contact the Customer Care team, please send an email to customerservice@muellerwp.com.
- Yes, Mueller Systems is working with all its distribution partners to ensure a smooth transition and continued product support.
- Mueller Systems does not have the intention of cancelling any backlog orders. However, there may be some exceptions due to product availability or other manufacturing limits.
Service
- Yes, approved warranty claims will be honored according to the Limited Warranty terms applicable to each customer’s purchased metrology equipment.
- The SentryxTM software will continue to be supported by Mueller Systems until customers are transitioned to the Zenner software platform.
- Mueller will begin transferring technical support knowledge to ZENNER USA beginning November 2026.
- Yes, your data will be available to you for download and will also be transitioned to the ZENNER USA software platform.
- Mueller Systems will begin transferring technical support knowledge to ZENNER USA beginning in November 2026. The final date for a transfer is currently not available.
- Mueller Systems has no immediate plans to disable the SentryxTM application login.
- Mueller Systems will maintain support for the SentryxTM application over the next year. Please contact the Technical Support team at meteringsupport@muellerwp.com.
- Mueller Systems will continue supporting the systems through existing processes in the near term.
Products
- Mueller Systems will announce a last time buy (LTB) program this month.
- More information to come then.
- Previously purchased product warranties will continue to be honored by Mueller Systems.
- Support will continue in the near term. Eventually, it will be transitioned to ZENNER USA support.
- Mueller will continue to support SentryxTM. In parallel, Mueller is partnering with ZENNER USA to transition your account to their platform.
- We are working with Zenner to ensure the features you currently enjoy with SentryxTM will be available with ZENNER USA. We’ll share information about the ZENNER USA software before any transition is done.
- We are making every effort possible to not impact the Billing / CIS file.
- Mueller Systems has increased its inventory for this equipment. Mueller Systems and ZENNER USA are partnering for a replacement strategy.
- Mueller Systems and ZENNER USA are jointly developing equipment to read our radios.
- Yes, we will be adjusting the shipping for RMA returns. These details will be communicated at a later date.
- For now, continue using the existing RMA process on the website or contact the Technical Support team at meteringsupport@muellerwp.com.
- The RMA processing and returns should not be impacted.
- Yes, unless your order is scheduled to ship within the next few days. Please contact the Customer Care team at customerservice@muellerwp.com.
- On a very limited basis, Muller Systems will consider accepting product returns on a case-by-basis, subject to any restocking fees or other limitations.
Suppliers
- All existing purchase orders (POs) remain valid and will be paid in accordance with their terms.
- We ask that you continue to honor your supplier commitments and deliver products within the agreed lead times.
- Please reach out to our Supply Chain team at supplychain@muellerwp.com. We will work with our suppliers on the best solution and next steps.