My Device Is Not Working Properly – What Happens Next?

We are sorry that you are experiencing a problem with the product you ordered.

To provide support as quickly and efficiently as possible, the manufacturer needs some information.

The more clearly you describe and document the problem, the faster the manufacturer can assess your case and decide on the correct next step.

The list below is an example and may not apply to every device.

IMPORTANT: Please do not dismantle the device at this stage and do not send it to us or the manufacturer until the manufacturer has approved the return.

• Serial number: Provide it in writing or send a clear photo of the label showing the model and S/N.

• Measurements and parameter settings: Provide the measured current and voltage of each string. Alternatively, record a video of the inverter display showing all relevant system values by scrolling through each screen.

• Parameter settings: As above. Send the video via WeTransfer, Dropbox or a similar service.

• Fault description:
  a) What happened?

  b) Detailed description of the device status
  Describe the actions taken and the final result, for example: battery fully charged, inverter switched on, inverter display lights up, unit beeps for a few seconds and the display switches off. If necessary, please also make a video.

• System description:
  Describe the battery, PV connection, protection devices, earthing and connections. Include the battery model and configuration, PV connection details (panel type, number of strings and panels per string), DC and AC disconnect switches and surge protection, whether the system is earthed and how everything is wired together. If possible, provide a detailed single-line diagram and data sheets.

Thank you for your assistance. Once all information has been received, a service ticket will be opened with the manufacturer as quickly as possible. You will be contacted as soon as the manufacturer responds.