Hanchu Ess RMA Service
National RMA Process:
RMA Service: Infinity Innovations are introducing a National RMA service to provide independent swap-out of units designated as requiring replacement by Hanchu. For this to happen the products will need to be online. In exceptional circumstances, if a unit is not online, Infinity Innovations will work with the installer to establish as much evidence as possible to support the replacement and call out. If the problem is deemed to be an installation error, the installation company will agree to pay the full call out charge.
The Process
Contact our tech support team who will Issue a Log number
Follow the process to investigate the issue by supplying all information requested by Infinity Innovations Ltd
Once this has been relayed to the manufacturer, they may authorise a replacement of the hardware.
The National RMA Service is carried out by a 3rd party fully accredited organization, ASK Renewable Solutions Ltd. They will contact the customer and arrange a time and date to return to the site for the hardware swap-out. The service is to represent the manufacturers to change out any hardware that has been deemed faulty by the manufacturers. There are conditions to this process so where onsite work is required to fix an installation error, this will be communicated and invoiced. Should any installation fall below the required standard, the hardware will be replaced but left powered off.
Standard Service:
ARS Ltd will contact the customer within 24hrs and arrange a date to visit the site (within 21 days max). They will take images and document the installation, recording relevant serial numbers. They will swap out the hardware and again evidence this change and the serial numbers. They will confirm the hardware swap-out is successful. Full evidence in photos and commissioning form will be provided to Infinity Innovations Ltd. who will then forward this to the relevant installation company.
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