Warranty process
i wonder what other users warranty experience has been like in the UK ?
I unfortunately have an issue where I need warranty assistance on my inveter ( 5 months old and failed )
It seems Sunsynk's process is to contact the installer and lean on them to assist in the first instance. However if your installer is popular and busy it means your back of the queue ( when your order books are full of paying jobs a warranty job doesn't sound as appealing )
My installers have been excellent but are not particularly close so there's also geographical issues especially since they need to come whilst Sunsynk's phone lines are open ( for support whilst on site if needed )
It appears sunsynk does not have any form of field support themselves so can't assist further until the installer inspects the unit
I suppose I could remove the inveter myself and send to them....but these are not cheap items and so I feel you should be getting better service, also for the benefit of fault finding it's almost always better to see the item in situ
What's everyone else's experience like ? I really worry about what the experience would be like if I were 4-5 years down the line
So far 16 days since I first reported it and no action. Pretty poor considering
No sunsynk have not confirmed it’s faulty yet, that’s what makes this process a little slower. If they were able to confirm this remotely then my installer could automatically bring a spare unit and swap it out. If the failure rate is near zero this surely would make it more obvious that I have a serious issue ?
I’ve offered to provide as much detail as possible and consider myself a competent person in order to speed this along as so far it's been 16 days with a broken investment
Back story which I have made other posts about - My unit will not restart correctly. I powered it off and whilst turning it on I’ve had this issue. Prior to this it was working great. I’ve tried powering it up without batteries connected, holding the ESC button to force reboot and one checked that I have a good AC supply ( all on the advice of my installer and forum members ) I followed the power off sequence in the manual and the power on sequence in the manual. It tries to boot correctly but fails near the end. Now the inveter is partially working as I can see I'm generating when it's sunny and I can see I have some charge going into the batteries ( I can tell this by the batteries own indicator leds, and my smart meter shows a small export when the sun shines )
I've attached a video on the LED lamps flashing what I think is a fault code but...know one at sunsynk seemed to know what they meant. The manual helpfully says " this lamp means fault"
I have not had the cover plate off the inverter or touch anything internally in it. As I say this is since powering the unit back up. I haven't move the unit or disconnected anything.
My logger is on the network but does NOT show a connected inveter. All this delay makes me worry about anymore harm it might be causing my batteries etc
https://youtu.be/v3clv3neKHI