Warranty Support

Sunways Inverter Warranty Claim Form
1. System Owner identifies a potential fault with their Solar PV System and contacts their installer.
2. Installer assesses the fault via inverter online portal to ascertain the status and diagnose any inverter faults.
3. When Installer determines there is a defective inverter according to Sunways troubleshooting guide & warranty document, the installer contacts SF Suntech Australia (SFSA) Technical Support on (02) 8188-2450. Ideally the installers are on-site and would be able to conduct on-site troubleshooting for potential faulty inverter if required. SFSA Tech Support will provide support & guidelines for installers to conduct fault finding on site and guarantee an email response for all claim enquiries within two business days.
4. Installer is required to provide the following mandatory photos & inverter test results to SFSA to validate the claim:
• Photos of inverter screen/display
• Photos of error code and all test results (e.g., voltage reading shown on the multimeter)
• Photos of Inverter Serial number label
• Photos of installation: please show the whole inverter with clear surroundings
5. SFSA Tech Support will issue a unique Sunway Warranty Case #, and discuss the claim with the installer to:
• Verify Serial Number is valid.
• Determine claim validity and provide a resolution “on-the-spot” in most cases.
• Send Warranty Claim Form for installer to fill in and to return with other supporting information to SFSA at services@suntech-power.com.au.
• If claim is valid, SFSA will organise for a replacement inverter and/or other equipment to go to the installer’s preferred address.
6. If SFSA requires the faulty inverter to be returned, or if further testing is required to determine validity, please contact SFSA after the inverter replacement.
7. Installer helps the customer to replace the faulty inverter on site and confirms the PV inverter and system will operate correctly.