Renewables - Managing a Warranty Claim

Create a warranty claim job, recording the reported fault, system type, installation date, and date first noticed.

Determine whether the fault falls under the product warranty, performance warranty, or workmanship warranty before taking further action.

Pull the MCS certificate, commissioning report, panel and inverter serial numbers, and Insurance Backed Guarantee policy details from the original job record.

For product or performance claims, contact the manufacturer's warranty team with the required documentation. For workmanship issues, schedule a diagnostic site visit.

Carry out the repair or coordinate the manufacturer's response, ensuring site access is available and the visit is properly signed off.

Provide the customer with a warranty repair record, revised commissioning note, or manufacturer resolution confirmation as appropriate.

Update the job record with a full account of the claim and work carried out, confirm resolution to the customer in writing, and close the claim.

A customer called about their inverter showing a fault code and we could not find the original commissioning report or serial numbers - it took three days just to get the warranty claim registered with the manufacturer.

We completed a workmanship repair within the 2-year MCS guarantee period but issued no updated paperwork, and the customer is now asking what happens if the same fault comes back.

A panel defect turned out to be covered by the manufacturer's product warranty, but they wanted an installer report we had not kept - the claim dragged on for six weeks longer than it should have.