For a homeowner it is weeks of buying power you should have been generating. For an installer it is a day on the road and a customer who tells their street. So the number that matters is not the warranty term — it is how long until a replacement is moving.
A good share of reported faults turn out to be a setting, a breaker or a network problem. Those are all cheaper to establish over the phone than from a roof, which is why we ask for the code before anything else.
Get the fault code and the serial
Both are on the unit and in the monitoring app. With those two things we can usually tell within minutes whether you are looking at a hardware failure, a configuration problem or something happening upstream on the network.
Send it through, or ring
Email support@soluminous.au with the serial, the fault code, the installation address and a photo of the screen if there is one. If the site is live and someone is standing on the roof, ring instead.
We authorise, not merely assess
We aim to give you a decision within 24 hours. An assessment that takes a fortnight is not a service level, it is a delay with a name. Where the fault is clear, authorisation and dispatch happen together.
Replacement ships from stock held here
From a warehouse on the mainland, not a factory overseas. For trade accounts we can send the replacement before the faulty unit comes back, so a customer is not left without a system while a carton is in transit.
Return the faulty unit
Packed in the replacement’s carton, with the paperwork we send you. Failure analysis feeds back to the manufacturer, which is how a pattern gets caught before it becomes a hundred callbacks.
Everything in one message beats five emails.
There is no online portal for this yet, and we would rather say so than point you at a form that emails us anyway. A claim sent to support with the details below reaches the same people and moves at the same speed.
Include all of this
- Serial number of the affected unit, and the model.
- The fault code shown on the unit or in the monitoring app.
- Installation address and the date it was commissioned.
- Who installed it, and whether they are still involved.
- A photo of the screen, the label and the installation if you can get one.
- What was happening when it failed — weather, a grid event, recent work on site.
Anything involving smoke, heat, water ingress or exposed conductors is a phone call, not an email — and isolate the system first if it is safe to do so. Outside hours, monitored systems raise critical faults to the on-call team automatically.