Solar inverter stopped working after 13 months

noitsnotme

I had solar panels fitted 13 months ago.  The inverter stopped working a couple of days.  The installers have looked at it remotely but now say it needs an on-site check.  They want to charge for this.

What are my consumer rights in this situation?

I understand as it’s more than 6 months they could insist I get the inverter tested anyway for any inherent faults.  That could be cheaper for me to do independently than their proposed charges. But what if it turns out it’s failed due eg. weather (there was lightning here around the time it failed)?

Is it worth me going over their head so to speak and talking directly to the manufacturer?  It’s Solaredge so I would expect better support than some smaller manufacturers.

Aylesbury_Duck

noitsnotme said:

I had solar panels fitted 13 months ago.  The inverter stopped working a couple of days.  The installers have looked at it remotely but now say it needs an on-site check.  They want to charge for this.

What are my consumer rights in this situation?

I understand as it’s more than 6 months they could insist I get the inverter tested anyway for any inherent faults.  That could be cheaper for me to do independently than their proposed charges. But what if it turns out it’s failed due eg. weather (there was lightning here around the time it failed)?

Is it worth me going over their head so to speak and talking directly to the manufacturer?  It’s Solaredge so I would expect better support than some smaller manufacturers.

As you say, they are entitled to ask you to have it tested - I assume you bought the system from the installer, i.e. that they are the retailer here?

If you were confident of an inherent fault then it wouldn't really matter about the difference in testing costs because they'd reimburse you.  If you're not confident, then you could use a cheaper entity to conduct the test.  It wouldn't affect your statutory rights.

powerful_Rogue

What's the warranty on the item?

I had some SE optimisers stop working after two years. Solar company came out and replaced them. Apparently they get paid a fee from SE to do this under warranty.

noitsnotme

powerful_Rogue said:

What's the warranty on the item?

I need to double check but think it might be 10 years.

The installer wants to charge £99+vat for the first hour and £59+vat for subsequent hours to come and do tests.  What, if any, circumstances could I request them to refund that?

I don’t know if I can deal with Solaredge directly?

noitsnotme

Aylesbury_Duck said:

noitsnotme said:

I had solar panels fitted 13 months ago.  The inverter stopped working a couple of days.  The installers have looked at it remotely but now say it needs an on-site check.  They want to charge for this.

What are my consumer rights in this situation?

I understand as it’s more than 6 months they could insist I get the inverter tested anyway for any inherent faults.  That could be cheaper for me to do independently than their proposed charges. But what if it turns out it’s failed due eg. weather (there was lightning here around the time it failed)?

Is it worth me going over their head so to speak and talking directly to the manufacturer?  It’s Solaredge so I would expect better support than some smaller manufacturers.

As you say, they are entitled to ask you to have it tested - I assume you bought the system from the installer, i.e. that they are the retailer here?

If you were confident of an inherent fault then it wouldn't really matter about the difference in testing costs because they'd reimburse you.  If you're not confident, then you could use a cheaper entity to conduct the test.  It wouldn't affect your statutory rights.

Yes, the installer is the retailer.

Aylesbury_Duck

noitsnotme said:

powerful_Rogue said:

What's the warranty on the item?

I need to double check but think it might be 10 years.

The installer wants to charge £99+vat for the first hour and £59+vat for subsequent hours to come and do tests.  What, if any, circumstances could I request them to refund that?

I don’t know if I can deal with Solaredge directly?

If their test shows it's an inherent fault, rather than a fault arising from wear/tear/misuse or an act of god such as a lightning strike, then they need to provide a remedy and reimburse the cost of the test.

You can deal with Solaredge if you like, but you don't have consumer rights with them.  You are entitled to appoint them to conduct the tests at your own expense, and the same reimbursement principles would apply, i.e. the installer would need to reimburse you for the cost of the Solaredge tests if they showed an inherent fault.

noitsnotme

SE warranty appears to be parts only and the installer said they can get someone round this afternoon.  Think I’ll just have to grit my teeth and go for it!

Aylesbury_Duck

You can still ask and pay for SE to carry out an inspection for you, the warranty is irrelevant for that purpose.  You might ask them for a second opinion if the installer's findings aren't to your liking.  After all, they're perhaps not truly independent.