1. Introduction
Purpose: To provide guidelines for the maintenance, repair, and replacement of solar inverters.
Scope: This policy applies to all customers who have purchased solar On-Grid & Hybrid Inverter, Battery’s, Solar Air Conditioner, EV Charger from our FESTON S.E.V PRIVATE LIMITED.
2. Scope of Service
Coverage: : This policy covers maintenance, repair, and renewal services for Inverter, EV Charger, Battery, Air Condition, and related components installed by FESTON S.E.V PRIVATE LIMITED.
Eligibility: Services are available to customers with active service agreements or those who have purchased systems from us within the limit up-to 10 years warranty.
3. Warranty and Service Coverage
Standard warranty: The warranty period normally lasts for 8 Years (Product without Registration) If the customer registers the product on our Feston SEV web portal, the company will grant an additional +2 Years guarantee. As of the date of sale, the total warranty limit is 10 years.
Coverage Details: The warranty covers both parts, repair, replacements and labour costs for repairs due to manufacturing defects, if the repair costs exceed the value of a new unit, it will be replaced at no additional cost to the customer.
Software Updates: Free software updates to ensure the inverter operates with the latest features and improvements.
Exclusions
Physical Damage: Damage caused by improper handling, installation, or external factors such as natural disasters.
Unauthorized Repairs: Any repairs or modifications carried out by unauthorized personnel void the warranty.
4. Post-Warranty Service
Lifelong Maintenance: After the warranty period, customers can opt for renewal maintenance services at a nominal fee.
Extended Warranty: Customers have the option to purchase an extended warranty for additional coverage beyond the standard period.
5. Service Delivery
Create a compliant to use toll-free number: Please fill out the Compliant Request Form – Google Forms with all the necessary information on the inverter at present condition details. After that customer received a compliant ticket number.
Remote Support: After make a ticket Feston SEV, the regional service engineer, will call you within one hour, and if you correspond by email, we will get back to you within three hours.
On-Site Service: (additional subscription fee)
Field Service by Local area Service Engineer with 24hrs response time.
Documentation: Customers must be providing their current service agreement inverter purchase invoice number and system details to complete the renewal process.
6. Pricing and Payment
Fees: Renewal fees are based on the type of service plan selected. Details of the pricing structure are available on our website or through our customer service team.
Payment Terms: Payments are due within 15 days of the renewal agreement date. Accepted payment methods include credit/debit cards and bank transfers.
7. Customer Support
Contact Information: Customers can reach support via phone at 93848 13425 email at [customerservice@festonsev.com], or through our online chat service on our website.
Support Hours: Our customer support team is available Monday to Friday, from 9.00 AM to 6.30 PM. Emergency support is available 24/7.
8. Terms and Conditions
Contract Duration: Renewed service agreements are valid for a period of 12 months from the renewal date.
Changes: Any changes to the service agreement must be requested in writing and will be subject to approval by FESTON SEV PRIVATE LIMITED.
9. Compliance and Legal
Regulations: All services will be performed in accordance with local, state, and federal regulations governing solar energy systems.
Privacy: Customer information will be handled in compliance with our Privacy Policy, ensuring data protection and confidentiality.
10. Feedback and Improvements
Customer Feedback: We encourage customers to provide feedback on our services via our online survey Customer Feedback – Google Forms or by contacting our customer service team.
Continuous Improvement: Feedback will be reviewed regularly to improve our service policies and customer experience.
Service Escalation:
The service hotline, Service email address, suggested to contact Feston service representative in your country/region directly.
Level-1 (Visit the Feston Website, Register the compliant form & get the service number)
A Feston Customer Service Agent will assist in generating the complaint by using the website or Toll free number or Feston care Apps
Following that, the compliance number is received to the customer or EPC.
Level-2 (online technical support service)
Our service co-ordinator to reach out the customer through phone call , a response is sent within an 1-hour. (or) As soon as the consumer emails, a response is sent within Three hours.
Level-3 (L-1 Trouble shooting support Engineer)
A service engineer will verify the registration of your complaint product and assist you within the next 12 hours
Level-4 (Repair or Replacement)
Feston guaranteed a safe stock of spare parts in each spare parts facility based on its sales record. This helped us to quickly respond to replacement requirements.
With a safety level spare parts supplement, Feston can often deliver a service replacement within three working days.
The issues unit have been resolved or A replacement will be dispatched within the next 48 hours. You will receive a confirmation email with tracking details once it’s on its way.
Level-5 (Inverter Installation)
5.1: Remote Service support: installation of the replacement inverter will be handled by either the EPC or the customer.
5.2: On site Service Support: ( Onsite service Support – additional subscription fee )
The installation will be completed by a Feston service engineer within the next 48 hours.
Other case : After field service customer problem solved service engineer spot location closed the ticket.
Level-6 (Instead Inverter Replacements) At Time
- Failure of board-level components
- Inverter turned on for the first time after all parameter settings were checked
- Transport movement time physical damage
- Any hardware malfunctions
Level-7 (Onsite service Support – additional subscription fee)
Field Service by Local area Service Engineer with 48hrs response time.
Warranty period and service mode.
We offer different service solutions for different product, see details on below table.
|
Category |
Description/Rating |
Warranty |
|
PV on-grid inverter |
1.5kW to 25kW |
10 years (8+2 years)T&C Apply |
|
Inverter Accessories |
Mounting bracket, cooling fan |
2 years |
|
Monitoring device |
WIFI plug/ GPRS plug |
5 years |
Appendix:1 Service Engineer Contact Number
Kindly get in touch with our local service person in the area if you need technical support or have a warranty claim. Please contact the Coordinator/Office if you have any complaints about the service.
|
S.no |
Name |
Position |
Email Address |
Contact number |
|
1 |
Venkatesh |
Service – Head |
93848 13245 |
|
|
2 |
Harshi Arya |
Customer Service Manager |
70141 07581 |
|
|
3 |
Ramamurthy |
Service Engineer |
89258 24070 |
|
|
4 |
Vignesh |
Service Engineer |
90947 84550 |
|
|
5 |
Anandh Prabhu |
Service Engineer |
73387 44524 |
|
|
6 |
Krishan |
Service Engineer |
70106 79922 |