Warranty Services
Feston Limited Product Warranty Guidelines
Overview
This document outlines Feston’s company guidelines for replacing equipment that has failed on-site and is covered by the Feston Limited Product Warranty.
If a fault occurs:
- The End-User should first contact the Installer who supplied the Feston inverter for initial troubleshooting.
- If necessary, they can reach out to Feston for additional support.
- If the product appears faulty, Feston will request a warranty claim. This can be submitted by either the End-User or Installer following the outlined steps.
Important Notes
- Claimants are responsible for providing all necessary information for warranty claims.
- Feston will not directly contact End-Users for details.
- To avoid delays, ensure all information is complete.
- We appreciate your cooperation and look forward to assisting you!
Eligibility Conditions
- To qualify for reimbursement, the following conditions must be met:
- The system must be installed in accordance with the warranty terms and under environmental conditions within the equipment’s operational ratings.
- The equipment damage must not result from external causes such as natural disasters (“Acts of God”).
- The on-site visit must result in the legitimate replacement of defective equipment.
- An RMA (Return Merchandise Authorization) must be issued by Feston (via Regional Service Manager) before replacing the equipment.
- Defective equipment must be returned to Feston’s nearest distribution center upon receiving the replacement product.
- The system must be connected to the Feston Care App (monitoring platform) within 90 days of activation to qualify for reimbursement.
- The Installer must submit a valid invoice along with the fault details using the CRF (Complaint Request Form).
Feston Warranty Claim Procedure
Step 1: Initial Troubleshooting
- Evaluate the Issue: The Installer or End-User should inspect the problem to identify if it originates from Feston equipment.
- Technical Assistance: Feston’s support team provides remote diagnostics and monitoring tools to help pinpoint the issue.
- Qualified Personnel: Ensure the diagnosing individual is familiar with Feston products and their installation.
Step 2: Submitting the Warranty Claim
- File a Claim: If the issue is confirmed, submit a warranty claim via Feston’s online portal, email, or toll-free number.
- Detailed Information: Include error codes, test readings, photographs, and any related correspondence.
- Complete Submission: Provide all required details to avoid delays. Incomplete submissions may prompt further clarification.
Step 3: Sending the Replacement Unit
- Approval for Replacement: Upon claim verification, Feston will authorize shipment of a replacement unit to the provided address or nearest distribution center.
Shipping Timeframes:
- Major Cities: 1–3 business days
- Other Metro Areas: 3–5 business days
- Remote Areas: 5–7 business days
- Installing the Replacement: The Installer must replace the faulty unit within 5 business days of receiving the new one.
Step 4: Returning the Defective Unit
- Proper Packaging: Pack the faulty unit securely using materials provided with the replacement.
- Return Shipping: Arrange to return the faulty inverter to the nearest distribution center within 5 business days or during the collection of the replacement.
- Shipping Costs: Feston will cover all return shipping expenses.
Additional Options
Provisional Replacement
- If the fault is not definitively proven, claimants may request a provisional replacement. If the returned unit is later found functional, Feston will invoice the replacement.
Service Partner Assistance
- In metropolitan areas, Feston service partners may handle repairs. If the issue falls outside the warranty, the Installer bears the costs incurred.
Delay in Service
- Service delays may occur in the following cases:
- If the system is offline.
- If the issue is reported during holidays or non-working hours.
- If requisite information is not provided.
- Note: Feston reserves the right to reject claims that lack complete information or fail to comply with guidelines. Feston does not hold responsibility for product loss.
Non-Warranty Conditions
- Feston will not accept warranty claims for the following:
- Breaking the product seal / opening the casing without permission any written confirmation or approval from Feston.
- Transportation damage.
- Incorrect installation or commissioning; For example, incorrect DC or AC pole wiring/connection, loose DC or AC pole wiring/ connection, which lead to the damage of inverter.Absence of ACDB or AC distribution box and DCDB or DC distribution box. Type-II SPD or better is mandatory in both ACDB and DCDB along with rated switchgear. (Current rating for Protection Device for Grid-Tied Inverter and Hybrid Inverter are tabulated in Annexure 1)
- Any damage to input terminals like overheating or burnt out or due to seepage of water/ dust insert or any other foreign particles into the inverters
- Damage to fans due to dusty or polluting environment.
- Any damage to inverter due to natural calamities/ accidents/ hazardous/ chemical/ pollutant environment is not covered in warranty.
- DC and AC earthing should be separate. Inverter body should be earthed properly.
- Inverter should not be exposed to direct sunlight or rain. Inverter should be installed indoor or under shed if installed outdoor.
- Damage to inverter due to extremely high surge in grid or very high voltages beyond 10% of maximum AC voltage rating of inverter.
- Space should be left on all sides as mentioned in installation manual for proper ventilations.
- Failure to follow the instructions in user manual, the installation guide, and the maintenance regulations.
- Unauthorized Modifications, changes, or attempted repairs
- Incorrect use or inappropriate operation
- Insufficient ventilation of the device
- Failure to observe the applicable safety regulation.
- Force majeure (e.g., lightning, overvoltage, storm, fire)
Contact Us
- For assistance, reach out through:
Online Portal: https://festonsev.com/
Customer Support Email: CSM@festonsev.com, customerservice@festonsev.com
Customer support Number:9384813428
Feston care app: Available on Playstore
- We’re here to help ensure a seamless warranty claim process.