SolarEdge Inverter Failure -> Warranty Claim/ Actual Experience

Screwdriva

For those considering PV, it doesn't take much to learn your options for an inverter are quite varied. In my humble view, SolarEdge has always been a pragmatic middle ground. Not quite as expensive as Enphase/ Tesla and not poor quality as many of the Chinese brands. 

Much to my surprise, the SE inverter at a family member's recent installation failed on commissioning (technically 1 hour after commissioning). Nothing unusual about the spec installation - 10X400W Sharp Panels/ 10X SE Optimizers/ 1 SE 3680 HD Inverter. No battery as the consumption didn't justify the spend.

The installer (Light Renewables) returned to the location after following SolarEdge warranty claim protocol, and were asked to check each panel and inverter on video call with SE before the inverter was deemed "in need of replacement under warranty" (Credit to the installer for remaining patient through the investigation while SolarEdge insisted on a variety of checks while on the roof).  

It took 2.5 weeks for the replacement to arrive, due to the fact that they are severely backordered. The CS rep shared that over ~500 3680 inverters were pending delivery in the UK, which is a number never before seen. The replacement unit is now up and running flawlessly and their system consistently outperforms my own, as I am regularly reminded.

Thought I'd share an actual example of a successful warranty claim with SolarEdge on these forums as one doesn't appear to exist!

2nd_time_buyer

Well done for following it through. I suspect the cost of someone checking each panel on the roof might exceed the cost of the inverter. Do you know if LR were reimbursed for labor? My installers are a 3-hour drive away, i would not be that optimistic of them coming down to fix my inverter if it went faulty.

Screwdriva

2nd_time_buyer said:

Well done for following it through. I suspect the cost of someone checking each panel on the roof might exceed the cost of the inverter. Do you know if LR were reimbursed for labor? My installers are a 3-hour drive away, i would not be that optimistic of them coming down to fix my inverter if it went faulty.

Yes, installers are paid a nominal fee from SolarEdge to honour their warranty. It's not quite as much as they make when selling you a system, so be prepared to wait till they have an empty slot. 

The real challenge is getting the inverter manufacturer to dispatch a replacement unit under warranty. If your installer is a SolarEdge supplier, the expectation from SE is if they were paid to install it, they will need to replace it. (This applies to optimizers too)

vienly

Just had mine fitted this week from LR with Solaredge, glad to know they are efficent with warranty claims!

ispookie666

Credit where it's due to the installer.  Would be nice if the company were to formally appreciate the installer and the household. 
Inverters in accessible areas/roofs are going to be a pain to replace, the cost of scaffolding itself will put off most unless there are multiple unit failures. 

Martyn1981

Screwdriva said:

2nd_time_buyer said:

Well done for following it through. I suspect the cost of someone checking each panel on the roof might exceed the cost of the inverter. Do you know if LR were reimbursed for labor? My installers are a 3-hour drive away, i would not be that optimistic of them coming down to fix my inverter if it went faulty.

Yes, installers are paid a nominal fee from SolarEdge to honour their warranty. It's not quite as much as they make when selling you a system, so be prepared to wait till they have an empty slot. 

The real challenge is getting the inverter manufacturer to dispatch a replacement unit under warranty. If your installer is a SolarEdge supplier, the expectation from SE is if they were paid to install it, they will need to replace it. (This applies to optimizers too)

Yep, we had an optimiser replaced, about 6yrs ago. Solaredge posted the replacement to me, and worked with the installer. As you say, they get a small fee for doing the work, and in our case we are quite lucky to have a Velux in the loft, so no scaffolding needed - I attached a huge motorbike security chain to the 8x4 purlin, to which the installers atached their harness cable. Then a simple job to remove the Velux window, and climb out and over the ridge to the roof in question.

uk1

One of the key customer service issues that it is wise to advance-avoid is getting it in writing that the replacement unit will be a new ex-factory unit and not a refurbished item which manufacturers often and routinely do in many industries  on in warranty replacements.  It doesn’t happen every time but it does happen and is additionally tempting when new stock is heavily back-ordered. There isn’t an awful lot of channels for manufacturers to sell declared refurbished items and it is clearly more profitable to recycle them in some way. 

Exiled_Tyke

I've previously reported that I have successfully claimed from SE under warranty.  However it wasn't straightforward.  They initially insisted it was a panel and had me replace it. Only when this didn't solve the problem did they have the optimiser checked and replaced.  All in all it took three months from the first problem to getting the panel up and running again.  So three months at peak times (April to June).  I was not impressed!

2nd_time_buyer

It Exiled_Tyke said:

I've previously reported that I have successfully claimed from SE under warranty.  However it wasn't straightforward.  They initially insisted it was a panel and had me replace it. Only when this didn't solve the problem did they have the optimiser checked and replaced.  All in all it took three months from the first problem to getting the panel up and running again.  So three months at peak times (April to June).  I was not impressed!

I am already thinking that it might be less stressful for me to hire a scaffolding tower when things go wrong and just do it myself. 

vienly

2nd_time_buyer said:

It Exiled_Tyke said:

I've previously reported that I have successfully claimed from SE under warranty.  However it wasn't straightforward.  They initially insisted it was a panel and had me replace it. Only when this didn't solve the problem did they have the optimiser checked and replaced.  All in all it took three months from the first problem to getting the panel up and running again.  So three months at peak times (April to June).  I was not impressed!

I am already thinking that it might be less stressful for me to hire a scaffolding tower when things go wrong and just do it myself. 

Cheaper to buy to use in long run

https://www.laddersandscaffoldtowers.co.uk/acatalog/Home-Master-DIY-Scaffold-Towers.html?gclid=Cj0KCQiAveebBhD_ARIsAFaAvrELmW3eUowsEx2ffHXJwFYbZm2svqcByjM3Zl-Ai4vzmxYJkptszv0aAuD1EALw_wcB

Solarchaser

Technically what you have reported is a failure at install rather than a warranty claim.
Always a concern on brand new equipment,  you wonder what their factory quality control is like...
The installer is liable for the warranty rather than the manufacturer in the first year, and its then up to them to liase with the manufacturer to get their money/unit.
Or I suppose more correctly the installer is who you bought it from, so you are their customer, not the manufacturers.

A manufacturer can if they wish, replace any warranty unit with a refurbished,  it's usually in their contract (certainly is with any manufacturer I've worked for).

My aurora/power one/ abb inverter failed with only a couple of months warranty left of a 5 year warranty (though the installer told me it was 10)
The installer had obviously gone out of business by then,  but abb arranged a local installer to come and replace mine with no hassles around 3 years ago.

Abb definitely represent the cheaper end of the market.

Solar Edge do have a decent name, but then, so do Sony,  and I'd never buy a Sony.