The inverter replacement that took all summer
An inverter failed in May. The engineer confirmed it and the office opened a claim with the manufacturer. They needed the serial number, the install date, photos, the error log and proof of purchase. The serial number was on a photo somewhere. The claim was submitted, the manufacturer asked for more information, and the email went to the person who submitted it, who was on holiday. The replacement arrived in July and sat in the warehouse for a week because nobody linked it to the job.
The customer, who lost generation all that time, rang every few days.
Why claims are hard to keep moving
- Each manufacturer has its own claim form, portal and required evidence.
- Serial numbers, install dates and proof of purchase are scattered through the job file.
- Claim correspondence sits in individual inboxes.
- Replacement parts arrive without anything tying them to a job.
- Nobody can see all open claims and how long each has been waiting.
What slow claims cost
Customers without a working system for longer than necessary. Engineer visits that have to be made twice. Office time on repeated searches. Replacement parts lost in the warehouse. And, sometimes, claims that lapse because evidence was not provided in time.
A claims tracker that starts from the job
- The engineer confirms a suspected fault and opens a claim from the job record, attaching photos and error logs from the visit.
- The claim is filled with what the job already knows: serial number, model, install date, customer address and proof of purchase from the supplier invoice.
- Each manufacturer's required fields and documents are set up as a template, so nothing is missed.
- Claim references and replies are tracked in one place, with manufacturer emails matched to the claim.
- When a replacement is dispatched, it is expected in the warehouse against the claim; when it arrives, the fitting visit is booked.
- After fitting, the new serial number is recorded in the job file, and the old unit's return is tracked if the manufacturer wants it back.
- The customer receives updates at each step.
Open claims board
| Claim | Manufacturer | Stage | Waiting on |
|---|---|---|---|
| Hybrid inverter | Brand A | Submitted | Manufacturer |
| Battery module | Brand B | More info requested | Us: error log |
| Optimiser | Brand C | Replacement dispatched | Delivery |
| Inverter | Brand A | Replacement arrived | Fitting visit |
Claims that do not stall
Claims are opened with complete evidence first time. Everyone can see what each claim is waiting on. Replacements are fitted soon after they arrive. The job file records what is now on the roof. And customers are kept informed without having to ring.
Knowing which products cause claims
Once claims are recorded in one place, a pattern becomes visible: which inverter models, battery modules or optimisers are generating most of your claims, how long each manufacturer takes to respond, and how often claims need more information before they move. That is useful when choosing what to fit in future and when talking to your wholesaler or the manufacturer's account manager.
It also protects you when a customer asks why their replacement is taking time. You can show exactly where the claim stands and what the manufacturer has asked for, rather than saying you are chasing it.
Are warranty claims dragging?
- You search the job file for serial numbers when a claim is needed.
- Claim correspondence is in individual inboxes.
- Replacement parts arrive and sit unlinked to a job.
- Customers ring for updates on replacements.