This site is now in read-only archive mode. Please move all discussion, and create a new account at the new Victron Community site.
What exactly is the warranty when you buy Victron products? Is there a link to "the fine print"?
Has anyone had to claim a warranty for a component that stopped working? If so, how was the process. Did you have to ship the component somewhere? Who paid for that?
My multiplus failed about three weeks after installation while being delivered. The supplier was from Texas - though I was told by the builder that the supplier was from Argentina. End result, I paid more for a new component, shipping and installation. Overall, I was out over $700.00 for a manufacturers defect. Not happy.
TLDR; Choose your installer wisely.
Currently in a RMA situation. 1 of the 3 multiplus II died in a three phase system with 2 MPPT RS solart inverters and victron LYNX BMS + victron batteries.
Unit was picked up by my installer a week (after having been talking to victron for a week) after it died, no replacement or reconfigure provided to make the setup even partially operatable. (like deliverying solar on 1 or 2 phases to the grid).
This due to a conflict between the installer/victron specialist who commissioned the system. (basically finger pointing to misconfiguration/misdiagnosing issues early after the system was commisioned).
Anyway, the installer delivered it same day to their distributor, who 2 business days later (today) delivered it at victron netherlands.
Currently waiting on victron to check out the unit and give the OK for it to be replaced under warranty. I seriously hope replacements are provided relatively quickly. But we will find out
All in all not a great experience so far, which isn't really victrons fault, but it is the "system" they set up where the customer is dependant on the quality and service of their installer. Although that always is somewhat the case.
But if my 2000 euro Miele washer breaks they come and check it out and if needed get the replacement fixed asap. You don't have to sent it back to the store, who then sends to distributor who then sends back to miele to then wait on them to see if its really broken. The multiplus 10kva weighs about the same as a washing machine funny enough.
But if a 3800 euro (consumer price) in a setup with over 40.000 euros of victron equipment breaks rendering everything unuseable without reconfig, in a city 35 minutes drive from their HQ in the netherlands, you have to jump through all these hoops to even get the equipment checked out and verified for RMA.
It's nothing extreme, but I just expected better when you spend that much money on a company.
I think that is an unusual circumstance. It is a carry in warranty, (outline in the documents) so take to dealer or seller.
Assessed by an authorized dealer/seller, who then gets sent the parts sent to them. And often by DHL Or at least that is how I have been seeing it working.
The strength of a chain is measured by its weakest link.
Unfortunately in the case of Victron, there are many links in the service chain (much too much in my opinion)
(end user)
- installer
- his availability and professionalism
- transport
- reseller
- transport
- Victron after sale service
- transport
- reseller
- his availability (like what if in hollidays ?)
- transport
- installer
- his availability (like what if in hollidays ?)
(end user)
Spanish company unable to fix an MPPT, sending it back broken and me losing a full day of work altogether (plus driving costs plus shipping costs TWICE) and still no solution after a month now.
Ridiculous folks!
Also, does the warranty work the same in every country and with every reseller?
Unfortunately I would expect it to vary a bit with different resellers/dealers.
The one time I had a warranty claim was only for a Bluesolar 75/15 and the dealer replaced it out of his stock. A larger item would possibly be different but if you have a good relationship with your dealer they tend to look after you.
If I find out the exact warranty terms I will post them here for you. Is there a particular item that you are chasing or just general advice?
Edit; Here is a direct link to the Victron Warranty Policy
I ask bcause my distributor is unresponsive now that they made the sale. They tried to coerce me into paying for their installation services, which I declined since I was going to have to pay for their airfare and room and board for a few days, since I live in a remote part of Peru. Their response was to threaten to not honor my warranties. I left messages, and tried calling the general manager multiple times. Since these post-sales conditions were never published in writing prior to our purchase, and there was not any fine print on their website. He never responded to me. They also charged us for extra cables that we never received. As far as I'm concerned, they are crooks. I would think they would have some contractual obligations with Victron to serve my warranties regardless.
Either way, I would never trust sending my products to them should the components ever require service .
The details are all outlined on the support section of the website. including the warranty policy. https://www.victronenergy.com.au/support
The reseller that you purchased from may offer additional warranty features.
Not an answer but were you successful in the end in getting the warranty honoured? And if so did you have to get Victron HQ to intervene?
I bought an MK3 interface which stopped working after a week only. I contacted the seller, shipped it back on their expense and they sent a new one as soon as they could. No hassle, no need to convince or other problems. I guess it has to do with the actual individuals who run the reseller you are using.
I wouldn't count on Victron helping in any way. We have had ZERO luck getting help from them.
Internet diagnosis is a problem. I am not sure what you are expecting there.
And the install should really have local expert boots there. If there is a problem with your set up it is an installer issue. If there is a problem with equipment then a dealership/seller issue.
As an installer I have never had an issue with product return if a warranty claim (very few of those). Neither has the dealership failed to support us. There is plenty of online training provided by Victron to learn the product and learn how to troubleshoot your own install.
LOL
We were at sea (the ocean), 250 miles from cell service, using satellite data. So, we should have... called for the Coast Guard or gotten a helicopter to fly out a technician? You can't tell me that Victron couldn't have helped AT ALL. And there was NO need for the rude replies from Victron. The charger even has a manual setting, which isn't documented well at all, but even there, Victron totally refused to even consider helping.
A tough situation for sure. What I am saying though is that if you who are right there cannot diagnose the issue or what may have changed how is someone over the internet going to do it who has no idea what was done on the install?
The person who installed it and is familiar with it should be able to help as each install is unique in setup and configuration. Also should have left clear instructions on what to if there is a problem especially if the install is remote or not easily accessible. This is not a victron problem it is a setup problem, if there is even a problem.
