After Sales Service
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How do I contact customer support for solar system issues?
You can reach our solar system customer support via:
Email: Judy@longinewenergy.com
Phone: +[+86 15050687706]
Live Chat: Available on our website for real-time assistance.
What details should I provide when requesting warranty service?
To speed up the process, include:
Solar panel or inverter model number and serial number
Proof of purchase or installation invoice
A description of the issue, including error messages or power output readings
Warranty & Replacement
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What is covered under the solar panel warranty?
Our solar panel warranty includes:
Manufacturing defects affecting performance.
Power output degradation beyond guaranteed levels.
Structural integrity of solar panels (e.g., frame, glass, junction box).
What does the solar inverter warranty cover?
The solar inverter warranty protects against:
Internal component failures affecting performance.
Software or firmware issues causing system errors.
Grid compatibility problems due to factory defects.
Can I extend my solar panel or inverter warranty?
Yes, we offer extended solar panel warranties and solar inverter warranty extensions for eligible models. Contact our support team for details.
Troubleshooting & Technical Support
My solar panel output is too low. What should I check?
Dirty panels: Regular solar panel maintenance is crucial—clean panels every 3-6 months.
Shading issues: Ensure no trees or obstructions are blocking sunlight.
Inverter performance: If your solar inverter is not working, check error messages.
My solar inverter is not turning on. What should I do?
Check the DC voltage from solar panels.
Verify AC connections to the grid or battery.
Look for error codes on the inverter display.
Restart the inverter and observe if the issue persists.
What do common solar inverter error codes mean?
Grid Overvoltage (OV): The system detects excessive AC voltage—check with your utility provider.
MPP Tracking Failure (MPPT): The inverter is struggling to track maximum power output—inspect panel connections.
Over Temperature (OT): The inverter is overheating—ensure proper ventilation.
Repairs & Returns
How do I return a faulty solar panel or inverter?
Contact our support team to get a Return Merchandise Authorization (RMA) number.
Follow our solar panel return policy for secure packaging and shipping.
Once we receive your product, our solar inverter repair team will inspect and process your claim.
How long does the repair process take?
Standard solar panel repair: 10-30 business days.
Complex solar inverter repair: 30-45 business days if major components need replacement.
Installation & Maintenance
Can I install my solar inverter myself?
For safety and warranty validity, professional installation by a certified solar technician is required. Incorrect installation voids the solar inverter warranty.
How often should I clean my solar panels?
Residential: Every 3-6 months.
Commercial: Every 1-3 months.
Use deionized water and non-abrasive cloths to prevent surface damage.
How do I update my solar inverter firmware?
Download the latest firmware update from our website.
Install via USB, Wi-Fi, or Ethernet depending on the inverter model.
Follow the solar inverter troubleshooting guide for step-by-step instructions.
Compliance & Legal
Are your solar panels and inverters certified?
Yes, our products meet global compliance standards:
Solar panels: IEC 61215, IEC 61730, UL 1703, CE.
Solar inverters: IEC 62109-1, UL 1741-SA, VDE-AR-N 4105.
Do you offer international after-sales service?
Yes, our solar panel customer support is available in over 50 countries, including Europe, North America, the Middle East, and Asia.