Understanding warranty

Warranties or excuses?


If there is one thing that makes my blood boil its when the equipment importer, distributor or manufacturer hides  their warranty  - calls it a "limited warranty" or the conditions are as clear as mud! . Think about it !

As a consumer if you have a warranty on a product you would expect the terms and conditions to be clearly spelt out - you should have a clearly defined first point of call and you would expect the cost of the labour and replacement is paid for by your supplier/manufacturer.

If you ( the customer) can read the tiny warranty print you will find that  the majority of suppliers state that. If you suspect a panel is faulty they want evidence in  the form of pictures.

OK who do I call?


Ok the system is installed and running and I have a problem -  is it clear who I contact and what I am covered for?

The decision to replace a panel is at the discretion of the manufacturer  but - who pays for the fault diagnosis (may not be a panel) gathering the required evidence, sending it to the manufacturer, removing the faulty panel, paying for its freight back to the manufacturer replacing the faulty panel and the system check costs?

Some installers (in the minority) provide a warranty service which fills the gap and they even pay for the labour cost to initially diagnose the fault , but who pays for freight  between the client and the manufacturer and the return trip etc is not always clear.

What? you expect me to climb on to my roof?


OK you want evidence? I will  just pop on the harness I have hanging around  and climb onto the roof to check them out!

To be honest some manufacturer's warranties present such a grey area it can be interpenetrated that the customer has to provide proof.  

But here again the fault may not be with the panels and the customer is hardly capable and should not be encouraged to conduct that sort of work.

Australia has seen *544 Solar installation/supply companies go out of business in the last 7 years leaving a large number of  solar system orphans where the install company is not available for repairs and follow up.

*ASIC insolvencies listing web

Is the fault with the panels, inverter, battery or wiring?


Clearly the average Aussie family does not have the skills or the training to determine what the fault is and they should not even be placed in this position.

In my view there needs to be a standard across the solar energy sector for warranty management clearly outlining each parties/companies role in the loop so that the customer has a clear understanding of how the process works.

This includes employing methods of managing warranty records just in case the customer after many years has lost their warranty information.

First port of call should be your installer


Every company that provides and installs the solar power equipment should be the first point of call after all they already know the installation and the warranty processes. 

The manufacturer or distributor should have an arrangement in place to cover the replacement part and cover the labour. 

There should be no cost to the customer and how the warranty process works should be clearly identified on the equipment. 

And make sure after the installation is completed they provide you with a folder containing product information, warranty information and what process to follow should you have any questions or concerns.

The ultimate warranty lies with the manufacturer.


It's not surprising that we have chosen to partner with LG Solar - this is one well respected Australian icon who have got their warranty management process clearly defined from day one.

LG Solar's Product Warranty includes parts and labour and with only 6 panels failing per 1 Million manufactured they should be the No1 choice for consumers. 

In the unlikely event of a failure, Sunrise Solar is the first point of call. We initially call the site to understand their problem, then visit the site to gather more data. If a panel is causing the problem, we provide them with the appropriate information for a quick assessment so we can replace the panel and have the customer up and running as soon as possible. 

During their updated 15 & 20 year warranty - there is no cost to the customer. * conditions apply.

Lg updated warranty announcement

LG has set the benchmark with a peace of mind Product Warranty



SYDNEY, 1 DECEMBER 2017 — LG Electronics Australia (LG) has today announced a 25-year product warranty  NeON® 2 solar panels installed from 1 January 2018. The new warranty period is one of the longest solar panel product warranties available in Australia, and represents a three-year increase on LG’s existing warranty term.

This increase in product warranty affords customers and installers further peace of mind, and represents the confidence LG has in the exceptional build quality of its solar panels.

While LG’s 25-year product warranty is 10 years longer than the Australian industry standard, the firm’s top-of-the-line NeON R enjoys Australia’s longest product warranty at 25 years. This is in addition to an output warranty of 87 per cent.

LG Electronics, Inc. (LG) is a widely diversified global leader and technology innovator in the consumer electronics. Unlike some rival panel manufacturers’ fortunes, who rise and fall with the ups and downs of the solar industry, LG manufactures a wide range of products such as flat panel TVs, home appliances, communication equipment and solar modules.

When you are buying a solar module from LG you are dealing with an international company that has the capacity and longevity to provide a reliable backup and makes their warranties count. 

In plain English – what does warranty mean?

· *Product Warranty means how long the equipment (i.e. solar panel) is covered by the supplier against any defect or failure. 

· *Linear Output Warranty means the minimum panel output LG guarantees over a 25 year period.

*Refer LG Electronics https://www.lgenergy.com.au/service-warranty/warranty

In the case of LG, their Product Warranty includes parts and labour and with only 6 panels    

panels failing per 1 Million manufactured they should be the No1 choice for consumers.