SERVICE REQUEST for customers from outside Poland (OPERATION SCHEME)
- Contact SOFARSOLAR POLAND by phone or e-mail to diagnose the problem, try to solve the problem remotely.
- If it is not possible to repair remotely, please set up a case at https://ewm.sofarsolar.com/t/sofarsolar/wss/index.html#/home . ( ATTENTION: devices sent to SERVICE WITHOUT an established case will not be processed ).
- Then please contact us by e-mail to order a courier to pick up the device, (cases can be established only for inverters sent for service) (do not attach any components such as logger, Smart Meter, etc. to the device).
- In cases of battery shipment, the courier is ordered by SOFAR Service, after the case is established and the package is packed, please contact SOFAR Service to order a pallet courier. It is NOT possible to ship batteries on your own, such shipments will not be received.
Diagram of how to properly pack energy storage at the link – link
NOTE: When shipping batteries/energy storage, you need to put them on a pallet, they must be in the original or replacement packaging, with ADR marking ( click to download the sticker ). When shipping batteries + inverter , you need to prepare 2 separate shipments, a pallet with batteries and separately inverter placed in a box. Equipment can not be placed together (batteries + inverter) on a pallet, this is regulated by the law on hazardous transport. During a possible roadside inspection, failure to comply may result in a financial penalty.
Please DO NOT send accessories, cables and plastic components of the housing or battery base (for service, please send only the device). SOFAR is not responsible for components included in the shipment with the inverter or batteries.
SOFAR is not responsible for damage caused in transit if the device is shipped in non-original packaging or insufficiently protected for shipment..
SERVICE REQUEST REGISTRATION – Manual
WARRANTY TERMS (for products launched in Poland before 28.05.2021) – plik PDF
WARRANTY TERMS (for products introduced to the Polish market after 28.05.2021) – plik PDF / version EN – plik PDF
AMASS BATTERY WARRANTY TERMS (for products introduced to the Polish market ) – plik PDF