I have purchased(HQ20 SN series) a smart solar mppt 250/100 in the month of Aug 2022 and used it in Canada(Camper) and brought it to India, installed in the month of March 2024.
#87 PV Input shutdown happened on 14th of October. I have tried as per the reset procedure (disconnect PV and then battery, wait for 3 mins. Then connect battery first and then PV.) multiple times. whenever PV is loaded into MPPT via isolator, the system shutdowns with fault #87.There is no reset mechanism on this MPPT version(HQ20) through software.
I have raised a support request to transfer my RMA to India through
voltsenergies(my original seller). But no response till today.
Also, i have tested the MPPT as per the pre-RMA test form, Section 4 Step 1. The Diode mode shows 0.387.
Does anybody faced the same situation of RMA transfer to other seller. If yes, Please let me know the process. As the home is running on a light load without the Solar Charger now.
I am a little confused, has your dealer already opened an RMA (either in India or elsewhere?) and then left before it was completed?
Or did the issue start after you had already left?
You don’t need to do any ‘transfer’ process, you can just begin the RMA from the nearest Victron dealer to you. They will look up the serial number, and then proceed from there.
Though not a great experience from your perspective, what I can imagine has happened is that your previous dealer got the email requesting something they didn’t have (an RMA unit) be sent to someone in India, and then they have ignored it thinking it might not be legitimate.
But in any event, from here now, get to your closest Victron dealer with the unit and you should be able to start the RMA process from there.
To make it simpler, mppt is purchased in Canada and i got transfer to India in the month of March 2024. Installed in the month of March 2024 in India and from Oct 2024 it is not working.
I have contacted “Auroville Energy Products, TamilNadu, India”. however, they requested me to talk with Canadian seller(my actual seller) for RMA transfer.
I will convey this info again to my nearest dealer and keep this post updated.
guystewart
(Guy Stewart (Victron Community Manager))
6
Thanks for the extra detail.
There may have been a miscommunication by the local dealer, from Victron’s perspective they are able to action the RMA directly with the failed part in hand. There is no need to contact Canadian dealer.
Please try them again, and then report back if there are further issues.
Hi @guystewart, Contacted the dealer(aep) and came to know that “replacement under warranty may incur additional charges” ?.
If i go and pick the new/replacement mppt from the dealer location, should i need to pay shipping and duties for the new mppt ?
Please confirm.
guystewart
(Guy Stewart (Victron Community Manager))
8
Hi @JIMZ, Victron warranty covers the product from our authorised service agent/dealer.
So if you can get the unit to them then there is no extra charge to you for shipping and duties.
In the case of a complex product that requires some testing there may be some costs for diagnosis. For an MPPT like this where you have already completed the Pre RMA checklist in good faith and that indicates a warranty claim, then there should be no extra costs.
If there is still an issue, there is no need to fight or argue over it with the dealer, please let me know and I can ask the regional sales manager what the specific situation is.
I don’t have any kind of authority here, just how I expect things to normally go from our policy.
