I am struggling to get an RMA initiated for my Cerbo

DIY
, , ,
1

I don’t know if this post is appropriate, but I was told on Reddit that this should be next step. My cerbo seems to have stopped working. The Wi-Fi led blinks orange at even intervals, for a few minutes, then goes blank. My HDMI screen never gets a signal. The unit no longer shows up in the app. I tried burning the proper ISO repair tool to a flash drive, but it didn’t seem to initiate. The unit responds the same whether connected to my battery, or to a bench top power supply. I am out of troubleshooting that I feel confident doing myself.

I input the product serial number and started a request for repair. I purchased the unit from Excel Supplies online, as no dealers exist anywhere near my location. The first request for repair was sent to Southern California Marine Enterprises. They told me I should try to find a dealer closer to me, but that I could send them the unit if I was willing to pay shipping to them, and shipping from them. I asked how much the return shipping would be, and requested an address to send it to. I followed up 2 days later. It’s now been a week without a reply, and 9 days since I initiated the repair form.

I submit a second repair form, and left the product number blank (I clicked “I don’t know my product number”). I was hoping this may get me in touch with a different dealer that would be responsive. The next contact I received was from a very helpful gentleman from TekrisPower in New Jersey. He initially told me I could send the unit to him, but asked for the product serial number. I gave it to him and he found the original contact for Excel Supplies, and forwarded their contact information to me, and said they would be contacting me within the hour.

I have not heard from them for a few hours now. I was going to type up an email, but I am a little worried about initiating a return that wasn’t sanctioned directly from Victron. I wouldn’t have a paper trail on their end if something happened to my unit. It was a bit expensive, and shipping will be expensive too. Before I start on this 3rd attempt to initiate an RMA, I posted to Reddit asking for guidance. I was told not to send anything without Victron initiating the RMA directly, and to post to the forum to hopefully be put in contact with support.

If it is at all possible for someone here to help me, I would really appreciate it. I feel really bad for everyone who has wasted time so far in trying to assist me. I just don’t know how to proceed, and I am worried about sending my unit out without Victron’s portal having initiated the RMA. I spent $260 on the unit, and shipping will cost me another $20-30. I don’t want the unit to go missing and not have any paper trail besides an email I sent to someone’s personal contact.

My experience in the past was with Bay Marine, and it went so smoothly compared to this. I am just a little confused and hesitant on how I should proceed. I am sorry again to reach out in this way. I really appreciate any guidance / assistance with this matter.

2

Victron doesn’t initiate RMA’s, your support comes from the selling dealer - in this case, Excel. Your Support Request goes to the selling dealer, who has 7 days to respond.

You then ship the suspected defective unit to your dealer (yes, at your cost) who tests the unit in a controlled environment and, if the fault is replicable and warrantable, files a report with Victron, who approves (or not) the warranty claim and a replacement unit.

…as an aside, why Tekris (who is a competing distributor) would tell you that Excel would be contacting you within an hour is… strange, and not at all how things work.

3

RMA is returned merchandise assessment. Usually done by the place it was returned to.
The merch has to return for the process to begin.

The support form usually tracks the where.it came from. But can connect you to someone close to help if you are not in your usual place.

The support network is usually up a chain in the authorized network- installer - supplier - distributor. No direct link to Victron it is handled in the official network.

4

https://www.victronenergy.com/where-to-buy

If they are on this page they should be able to help

5

The only way I was even able to get contact info for Excel was via this second distributor. None of my support requests ever went to them. I was in touch with Southern California Marine Enterprise, and I was ready to ship them the unit, at my cost. I don’t know why they stopped replying to me.

The second dealer that I was put in contact with, also seemed to be willing to help me with the RMA. It was only after I sent him the product serial number in my second reply that he seemed to change his mind and told me that he called Excel and that they would be reaching out to me within the hour. He also gave me their name and email, and that is the email I was going to contact.

I just worried that sending the unit in to them, after I contacted them myself, might leave me open to the possibility that they just ignore me after receiving the unit. I would have no way to do anything after sending the unit in.

In the past I also had to pay for shipping. That wasn’t an issue. But, before I even sent the unit, I got an email from Victron directly, that an RMA had been approved and they were waiting to receive my unit. After Bay Marine recieved it, I got another email with the tracking number for my new unit, also from Victron.

It just seems that this process is entirely different to how it went last time. I had a paper trail of correspondence through the victron “portal” in some way, which I don’t have if I reach out independently. I hope that makes sense. I am sorry for my ignorance here. I just don’t really understand why I wasn’t put in touch with Excel, via the initial request for repair. Even so, I was fine to send it to either of the dealers I was put into contact with. It just seems like they would prefer not to handle it, and I understand that. I just feel uncomfortable sending it to Excel without it having been initiated by the Victron support portal.

6

Not ignorance- a genuine concern and understandable.

Agreed the i know a man route can be problematic. Unless it’s the man that installed it.

Yeah that the thing that is the actual RMA log, usually done after the centre has confirmed and replicated the issue described

7

So, if I understand you correctly, “Southern California Marine Enterprise” was probably a step up in support from Excel. That was probably the correct company to have been put in touch with? It seemed to be going as I expected from my last repair unit, until they stopped replying before having sent me the address.

Should I continue to try to get a response from them? Or should I just reach out to this new contact that I was given, for Excel, and send the unit to them?

8

If in doubt, mail the regional manager. Details on the contact us page at the main Victron website.

9

I will say, that in both of those cases those emails came from Bay Marine - possibly forwarded to you by them, or sent directly from them. Victron doesn’t send you emails about RMAs, or tracking, or anything like that - any email you got, beyond the initial copy of a Support Request that you’re cc’d on, comes from the dealer that you’re working with.

That’s why it’s very important to choose who you buy Victron components from carefully, some dealers/distributors are more responsive than others!