Service and maintenance activities
Version 1.1
Page 103 of 113
7.1
Complaint handling
1.
Contact a solar technician of BMZ Service via h49 (0)6188 9956-9830 or email
[email protected].
2.
BMZ Service asks solar technicians for the data of the memory (SN, pdf report and log file) -> service
tool is required.
3.
If it is not available, BMZ Service will send you the latest FW of the service tool and the complaint
order free of charge.
4.
The solar technician shall fill in the complaint order completely and send it along with the pdf report
and Error.log files to [email protected].
5.
The solar technician will sign the complaint order to acknowledge that he/she has informed his/her
wholesaler about this complaint.
6.
If necessary, BMZ Service shall send a packing kit via a forwarding agency
7.
If the solar technician packs the solar storage unit in a ready-to-dispatch condition, BMZ Service
shall arrange for the pick-up from the solar technician.
8.
BMZ Service shall pick up the storage unit from the solar technician, repair it and send it back to the
solar technician (if the solar technician cannot rectify the problem).
9.
In irreparable cases, BMZ Service shall send a replacement device and pick up the defective storage
unit from the solar technician.
10.
BMZ Service shall reimburse the cost for firmware update and replacement of a solar storage unit
with a flat service rate of € 150 net.
11.
The cost details must be sent in an invoice containing detailed points and the storage unit details
(SN, pdf report and log file) to BMZ.
12.
Business relationships exist only between BMZ and the OEM or its associated authorised dealers
(solar technicians, dealers).
13.
Direct complaint handling through end customers is ruled out.
If you have questions or if you want information, please contact:
Tel. +49 (0)6188 9956-9830 or [email protected]
