How Replacement Equipment Is Handled

If equipment is confirmed as faulty, MyEnergy will work with the manufacturer or supplier to arrange the appropriate repair or replacement.

Replacement equipment is generally not issued until the fault has been assessed and approved.

The manufacturer may require:

• Fault codes and monitoring data
• Photos of the equipment and serial number
• Remote testing
• A site inspection
• Return of the faulty equipment

Manufacturer approval timeframes vary between brands.

Depending on the warranty terms, the manufacturer may provide:

• A repaired unit
• A replacement unit
• An equivalent current model
• A refurbished replacement

The replacement may not be identical if the original model is no longer available.

Temporary replacement equipment is not always available and cannot be guaranteed.

Once approved, MyEnergy will coordinate removal and installation where required.

Charges may apply for:

• Diagnostic labour
• Site attendance
• Travel and accommodation
• Freight
• System reconfiguration
• Work not covered by the manufacturer’s warranty

The faulty equipment may need to be returned to the manufacturer and must not be disposed of.

MyEnergy will reconnect and test the replacement equipment. Monitoring access, settings or system configuration may also need to be restored.

Phone: 1300 706 870
Email: support@myenergysolar.com.au