SMA Inverter warranty experience, replacement model

bill_on_line

Hello Forum

Anyone with experience of warranty replacement of SMA Sunny Boy Inverter, currently have 4000TL-20, (dating 2011, 10 year warranty, 5 year extension)

Interested if you get the exact same model under warranty replacement eg either refurbished or old new stock or do SMA maybe use the current equivalent model?

Realise it might vary with inverter models, SMA stock levels etc, but any feedback would be interesting.

thanks

legoman62

In 2011 after speaking to SMA I took out the 5 year Comfort warranty. They said if my inverter failed I would receive a like for like used replacement. The Comfort 5 year extension warranty was £220.00 and they would arrange the fitting which is included in the price. They also said they had plenty of these to meet customer demand. They also have a list of installers on their website for my area that would exchange it.

bill_on_line

Just had a look at the current SMA terms and conditions, which pasted part of below

I was interested if anyone had an experience of warranty repair or replacement, rather than the small print

But the small print does seem to indicate the part or replacement new or equal to new

"The Customer must accept a replacement device of equivalent value with regard to product type and age or kVA power class even if it has cosmetic defects that do not affect energy production or safety compliance. SMA will, at its option, use new and/or equal to new condition parts of original or improved design in the repair or replacement of the Customer’s device."

JKenH

bill_on_line said:

Just had a look at the current SMA terms and conditions, which pasted part of below

I was interested if anyone had an experience of warranty repair or replacement, rather than the small print

But the small print does seem to indicate the part or replacement new or equal to new

"The Customer must accept a replacement device of equivalent value with regard to product type and age or kVA power class even if it has cosmetic defects that do not affect energy production or safety compliance. SMA will, at its option, use new and/or equal to new condition parts of original or improved design in the repair or replacement of the Customer’s device."

That appears to be a somewhat optimistic reading of the warranty. 

I would police the emphasis differently

“The Customer must accept a replacement device of equivalent value with regard to product type and age or kVA power class even if it has cosmetic defects that do not affect energy production or safety compliance. SMA will, at its option, use new and/or equal to new condition parts of original or improved design in the repair or replacement of the Customer’s device.“

In my view SMA can replace with a unit of similar age even if it has cosmetic defects, i.e a used item. 
The use of new and /or equal to new is an option retained by SMA but not the primary obligation.

Solarchaser

To be honest guys that's a fairly standard guarantee /warranty.

As a service engineer Ive dealt with these sort of things over several different industries,  though admittedly not solar, and it varies greatly depending on the size of the company.
Large multinationals tend to replace with newest version, fred in the shed will replace individual components and give you your old one back.
Middle of the range companies will do a mixture of both.

You really have to suck it and see

bill_on_line

JKenH said That appears to be a somewhat optimistic reading of the warranty. 

I would police the emphasis differently

“The Customer must accept a replacement device of equivalent value with regard to product type and age or kVA power class even if it has cosmetic defects that do not affect energy production or safety compliance. SMA will, at its option, use new and/or equal to new condition parts of original or improved design in the repair or replacement of the Customer’s device.“

In my view SMA can replace with a unit of similar age even if it has cosmetic defects, i.e a used item. 
The use of new and /or equal to new is an option retained by SMA but not the primary obligation.

I would agree with you Ken thank you for pointing it out

I have dyslexia and often can find comprehension difficult and miss important facts

thats why like things written as simple list, not a paragraph, meaning can get hidden to me

bill_on_line

Solarchaser said:

To be honest guys that's a fairly standard guarantee /warranty.

As a service engineer Ive dealt with these sort of things over several different industries,  though admittedly not solar, and it varies greatly depending on the size of the company.
Large multinationals tend to replace with newest version, fred in the shed will replace individual components and give you your old one back.
Middle of the range companies will do a mixture of both.

You really have to suck it and see

Hello Solarchaser

I have worked as an electronics service engineer for a large multinational for about 20 years, what the paperwork says is to give the service company maximum flexibility in how they fore fill the maintenance contracts.

What happens in practice depends a lot on the product etc what in the warehouse etc.

It might be "cheaper" for SMA only to have newer product spares as they can be used for older installations or more recent ones.

That's why I was hoping for some real experience feedback, I could try emailing SMA technical line in the UK, but not sure if i will get a reply revealing very much

bill_on_line

I have emailed SMA UK, haven't got hopes up in them revealing much but said what would they currently mostly do with a warranty repair/replace on a xxxxtl-20 inverter?

bill_on_line

SMA have replied

"The warranty replacement is a refurbished inverter of the same model. We will send the device first and will organise the pickup of the faulty device."  xxx yyy Your SMA Serviceteam", so they say go even old repaired inverters avaliable, if ayone got a good question/wants me to enquire more please sugest, (dyslexia/wording questions messes with me getting to botton things sometimes).

legoman62

bill_on_line said:

SMA have replied

"The warranty replacement is a refurbished inverter of the same model. We will send the device first and will organise the pickup of the faulty device."  xxx yyy Your SMA Serviceteam", so they say go even old repaired inverters avaliable, if ayone got a good question/wants me to enquire more please sugest, (dyslexia/wording questions messes with me getting to botton things sometimes).

I chatted with SMA on the phone before taking out my warranty:D