What is the process of replacing a faulty inverter in a SolarEdge solar system?
If your SolarEdge inverter experiences an issue and requires replacement, the process is straightforward and designed to ensure timely resolution. Below are the steps to follow and what to expect during the replacement process:
1. Initial Contact Attempts
Once the issue is reported, SolarEdge will initiate contact to confirm your address for delivery of the replacement inverter. Their Enhanced Services team will attempt to reach you via email and text up to three times over a 10-day period. It is important to respond promptly, as failure to do so may result in ticket closure due to unresponsiveness.
2. Confirmation and Shipping
After confirming your address, the replacement inverter will be shipped directly to you. You will receive tracking information via email to monitor the shipment's progress. Upon delivery, ensure that the package is stored properly. SolarEdge recommends keeping the inverter in a cool and dry place to prevent any damage prior to installation.
3. Scheduling the Replacement Appointment
Once the new inverter delivery is confirmed, the SolarEdge Enhanced Services team will contact you to schedule an appointment for a technician to perform the replacement. They will make up to 10 attempts to contact you over a 7-day period. Please ensure your availability and respond promptly to avoid delays or ticket closure.
4. Post-Replacement Steps
After the replacement has been completed, SolarEdge will update your system records. This process usually takes 3-5 business days, during which the new inverter’s serial number will be registered in the system. Once updated, you can monitor the production data of your solar system seamlessly in the SolarEdge monitoring portal.
5. Important Notes on Ticket Closure
Prompt communication is essential during this process. If you fail to respond to contact attempts within the specified timelines (10 days for confirming your address and 7 days for scheduling the replacement), your support ticket will be closed automatically due to unresponsiveness. Reopening a closed ticket may cause significant delays in resolving the issue.
By following these steps and responding promptly, you can ensure that the inverter replacement process is smooth and efficient, keeping your solar energy system operational.