Warranty and replacement
One of the most important non-technical topic which comes up with new customers (after price of course J) is the warranty and replacement conditions. The two major advantages of Huawei PV solutions are higher yield and high reliability.
High reliability is a well-founded statement with a global fault rate around 0.4% for Huawei SUN2000 inverters, but what happens, if our product is included in that 0.4% and we need it to be replaced? How long shall I suffer the loss of yield from that inverter? What is the process?
In case we experience unreasonably low or zero output from one of our inverters in our plant, we should do the following steps to have the issue solved as soon as possible.
1. Collect all the proofs we can and contact our service engineer
a. All the logs from the related inverter: this batch can be downloaded via NetEco from a remote compute, from SmartLogger WebUI and directly from the inverter itself via SUN2000 app
b. Take pictures or a video of the AC and DC cable connections on the inverter
c. Make a video of the led indicators on the front panel of the inverter.
d. Send these proofs to our local service engineer or contact the Huawei Hotline Team directly
Finally all the proofs will be sent to the Huawei Hotline team, who work 24/7 and will support all queries in some minutes/hours. Once they check the proofs, either they come back with a solution to make the inverter work again, or they decide if the inverter is faulty indeed. It is also possible that further proofs (like amp/voltage/resistance measurements) are needed. If the expert team made sure that the fault was that of the inverter’s, they confirm the replacement process to be started.
2. Replacement process
a. Once the replacement is confirmed by the Hotline Team, the customer needs to fill a form called Faulty Tag, which contains the details of the replaced inverter, the details regarding the logistics (location contact person…), and send it to the Hotline Team.
b. The SSL for the replacement is 2-5 working days in the EU.
c. This outage period can be shortened. If the installer or service provider has a ‘safety stock’ of the installed inverters, it is a good practise to replace the faulty inverter with a good one on stock, after the confirmation from Huawei. In this case, the destination of the delivery can be the warehouse.
d. The customer should return the faulty product to Huawei in 15 working days after receiving the replacement.
e. Huawei provides compensation of 110 EUR for the replacement procedure in case of the inverters.
More details on the replacement procedure can be found in the attached document.
