Cerbo GX, purchased for yacht whilst in USA
Now in Europe - local dealers refuse warranty for items not purchased though them.
How do I escalate to Victron for warranty?
First of all check your warranty status:
Please enter the name or serial number of the product you need help with.
Done that, it’s under warranty, dealer is in Colorado USA.
@M_Lange Could you help out?
Alternatively, you could contact the regional sales manager as listed by Victron.
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How odd. Usually it is just an additional fee for processing and handling it. Or at least that is what our local dealer does.
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Technically any authorized Victron dealer in the world is required, as a condition of being allowed to sell Victron in the first place, to assist with warranty claims regardless of where the unit was purchased.
Obviously doing it for free is not required, particularly when they didn’t sell it, but the assistance itself is non-optional.
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An authorized Victron dealer didn’t want to honour my warranty. After I contacted the regional sales manager for help, the agent relented. I paid a negligible fee. I didn’t buy the equipment from that dealer originally. The whole process was easy.
Yeah, my “technically” was carrying a lot of weight there… obviously no one wants to do it, since troubleshooting/testing/filing the reports/etc are a royal pain on the backend, with no real upside or thanks… but nonetheless the offering of warranty service is still non-optional, so sometimes dealers just need a bit of a reminder of that.
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I got hold of Austrian rep and they are chasing dealers. Fingers crossed
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Great help from Offgridshop.eu near Graz. Thank you. It’s all underway.
Schrack Technik in Vienna told me no 