Service and Warranty Claim Process for Sungrow

This procedure applies to all Sungrow devices still within the manufacturer's warranty period.
We recommend using the same procedure for SOLSOL warranty devices as it significantly speeds up the claim process.

💡 Important:

➡️ This procedure is mandatory for all devices outside SOLSOL's warranty but still within the manufacturer's warranty.
➡️ If you still wish to send a device under SOLSOL's warranty for a claim directly to SOLSOL, you must provide all required documentation.
In such cases, the claim process will likely take longer than 30 days.

1. Contacting Sungrow Technical Support

📞 Sungrow Technical Support:
✅ Phone Number: +48 221 284 933 (9:00-17:00)
✅ Communication via Global Service Platform
🛠 Link to create a service request (ticket):
📌 Official Sungrow Warranty Terms (EU version 2024):

2. Diagnostics and Measurements Before the Claim

📷 Required Photos:

✅ Installation site
✅ Product + label
✅ Cable connections

📌 Required Measurements:

✅ String insulation
✅ AC and DC string voltage
✅ Battery measurement (if included in the system)

📌 Required Documentation for the Claim (according to Sungrow):

✅ Product serial number
✅ End-user or customer email address
✅ Invoice copy and, if available, installation report
✅ Brief description of the fault or error code
✅ Summary of diagnostics performed by the customer or installation company

📌 Required documents can be found in section 5 of the warranty terms:

📄 Document here

3. Submitting the Claim Documentation

📩 Service requests must be submitted via the Sungrow GSP portal:
🔗 Sungrow Global Service Platform (GSP)

📌 Important Conditions for Claim Approval:
✅ Manufacturer’s RMA approval is required to validate the claim.
✅ The faulty device must be returned within 30 days of receiving the replacement product.
✅ Sungrow does not send products for repair, but supplies a new unit as a replacement for the faulty one.

4. Compensation for Service Costs

✅ Sungrow provides compensation for replacing faulty devices.
✅ The compensation amount is specified in section 15 of the warranty terms.
✅ Compensation is based on region, device type, and its power rating.

📌 For detailed compensation terms and conditions, please refer here:
📄 Document here

5. Direct Claim via SOLSOL (Only for Devices Under SOLSOL Warranty)

If you do not wish to handle the claim through the manufacturer, you can address it directly with SOLSOL. In this case:
📌 You must provide all of the documentation listed above.
📌 The processing time may exceed 30 days.

Summary:

✅ This procedure is mandatory for all devices outside SOLSOL’s warranty that are still under the manufacturer’s warranty.
✅ We strongly recommend following this procedure for SOLSOL warranty products as it significantly accelerates the claim process.
✅ If you still wish to handle the claim via SOLSOL, you must submit complete documentation—otherwise, the claim processing time will exceed 30 days.