FAQ
Frequently Asked Questions:
1. Questions regarding the replacement of assemblies
1a) Replacing assemblies within the warranty – Can I use the spare parts offered in the Online Shop to carry out a repair within the warranty?
No, please note that spare parts purchased from the SMA Online Shop may only be used to repair inverters that are outside the SMA warranty. If you carry out an unauthorized repair during the warranty period, the warranty claim of the inverter owner will expire immediately.
1b) Checking the warranty period – How can I check whether an SMA device is within or outside the warranty period?
There are two ways to check if the device is still within the warranty period prior to attempting to repair it.
Check the information in the device documentation. This should be available to the system operator.
If you do not have access to the system operator documents and it is not possible to determine the warranty period, please send an e-mail requesting a device warranty check to customerservice@sma-shop.com. It is essential that you include the device’s serial number. You will receive a response with the result and will then know whether you can carry out the repair on the device.
2. Technical support for installing/replacing assemblies / spare parts
2a) Finding the required assembly – How do I find the required assembly if I don’t know which one I need for error correction?
Based on the serial number of the device and the error displayed, the spare parts search will help narrow down the possible defective assembly or assemblies for planning the repair process. Please make sure to select the correct assembly for the respective design of the device from the spare parts search suggestions. The serial number only defines the device type, but not the actual design. You can identify the design of the spare part by means of the defective assembly. You can access the spare parts search via the banner on the homepage of the SMA Online Store or by following this link.
Please note that the spare parts search is only a recommendation based on experience and does not constitute professional advice for the installation of individual assemblies in the inverter. The spare parts search is only intended to help you identify the assembly whose replacement will most likely correct the fault. The information shown does not claim to be complete, nor does the replacement of assemblies based on the product displayed in the spare parts search guarantee complete error correction.
SMA is not liable for loss of yield or other direct or indirect damage, including any consequential damage, resulting from the use of the spare parts search when replacing an assembly in the inverter.
2b) Carrying out an assembly replacement exchange – How will SMA support me in the practical process of assembly replacement for inverter repair?
An assembly may only be replaced by an electrically qualified person in accordance with the applicable replacement instructions. For a successful repair process, we recommend following the current replacement instructions of the product. These are enclosed with the spare parts when they are delivered. Liability for the repair work carried out is assumed by the installer company carrying out the work.
2c) Practical training for assembly replacement – What can I do to be able to replace assemblies myself?
The SMA Solar Academy regularly offers practical seminars on assembly replacement. You will learn about replaceable assemblies, how they function, and tips and tricks for error correction. The extensive practical workshop and an introduction to the most important safety rules offer the optimal basis for successfully replacing assemblies. Current workshop dates and registration can be found on the SMA Solar Academy training overview at www.SMA.de/academy.
Is participation in a training course obligatory for repairing SMA inverters outside the warranty?
No, participation in a training course is not obligatory. However, we recommend that you attend a practical workshop at the SMA Solar Academy for a safe and successful introduction to assembly replacement on SMA inverters outside the warranty. Current workshop dates and registration can be found on the SMA Solar Academy training overview at www.SMA.de/academy.
2d) The assembly replacement was unsuccessful – I have replaced the assembly recommended for my error pattern, but the inverter is still displaying an error message. What can I do?
In some cases, the inverter error may affect more than one assembly. It is therefore possible that the inverter still will not work despite being repaired and may display a different error message. It may be helpful to replace the spare part recommended for the newly displayed error.
If the replacement of an assembly is not successful, you can remove the newly installed spare part, reinstall the defective assembly and order a replacement unit from SMA. You can order a replacement unit in the usual way via SMA Online Service Center. You can use the unused assembly to repair another inverter. In the event of an unsuccessful replacement of an assembly, SMA will not refund any money for the costs of the ordered assembly and the associated work performance.
3. The spare parts I need are not part of the SMA Online Shop portfolio
If you need parts, that are not included in the SMA Online Shop portfolio, please request them via the SMA Online Service Center.
4. Questions regarding registration and access data
4a) Registering for the SMA Online Shop – How can I register for the SMA Online Shop? /
To register, visit the SMA Online Shop website at www.SMA-Onlineshop.com and click on “Request Access.” Please send us all necessary company information to activate your account. After SMA has checked and activated your request, you will receive a registration confirmation by e-mail within two working days. Then set your login data by using the link in the confirmation e-mail. You can now log in to the SMA Online Shop with your login and password. If you already have access to the Online Service Center, for example, this login data (username and password) can also be used to access the Online Shop as soon as you receive the registration confirmation.
4b) Resetting my password – What can I do if I forget my password?
If you forget your password, click on “Forgot your password?” under the “Login” button on the SMA Online Shop start page to reset your password. Enter your e-mail address and send your request. You will receive a confirmation of your password reset by e-mail shortly. Click the link in the e-mail and then set a new password. Please keep in mind that changing your access data also affects your access to the Online Service Center.
5. Questions regarding orders
5a) Questions about payment methods – What are the payment options in the SMA Online Shop?
Currently, you can purchase on account, payments must be made in EURO within 14 calendar days from the date of invoice.
5b) Questions regarding the order process – I would like to place an order via the SMA Online Shop and have questions about the order process, or I have already placed an order and have questions about it. Who can I contact?
For information about your order, please contact us directly by e-mail at customerservice@sma-shop.com.
To ensure that your request is processed as quickly as possible, please include the order number (if available) in your e-mail.
6. Questions regarding complaints and warranties
6a) Wrong spare part delivered by SMA – I was delivered the wrong spare part, what should I do?
If you find that the delivered spare part does not match what you ordered, please send an e-mail to our customer service (customerservice@SMA-Shop.com) and include the details of the order (order number, affected parts, etc.). Please also inform us whether you would like the correct spare part to be delivered or if you would like to receive a credit note.
New delivery requested: SMA will arrange for a new shipment as well as the collection of the wrong goods from you and will bear the costs for the return.
Credit note requested: SMA will arrange for the collection of the wrong goods from you and will bear the costs for the return. The amount will then be credited to you.
6b) Faulty spare part delivered – I was delivered a faulty spare part, what happens next?
If you find that the delivered spare part has been damaged during transit or is faulty, please send an e-mail to our customer service (customerservice@SMA-Shop.com) and include the details of the order (order number, affected parts, etc.). Please also inform us whether you would like to receive a replacement or a credit note.
New delivery requested: SMA will arrange for a new shipment as well as the collection of the wrong goods from you and will bear the costs for the return.
Credit note requested: SMA will arrange for the collection of the wrong goods from you and will bear the costs for the return. The amount will then be credited to you.
6c). Warranty on spare parts – What warranty does SMA offer on spare parts purchased via the SMA Online Shop?
The warranty on spare parts is valid for one year. This warranty starts from the date of delivery of the product. If the spare part you have purchased is faulty, please send the spare part back to us directly via the usual returns method (see 4b). After we have received and inspected the goods, we will refund the costs to your account. You will receive a notification from us by e-mail.
7. Feedback on the assembly replaced / suggestions for improvement
7a) Your experiences and suggestions for improvement – I have suggestions for improving the SMA Online Shop. Who can I contact?
We are always working to improve our service for you. We therefore appreciate your feedback on the SMA Online Shop, which you are welcome to send us at any time by e-mail to customerservice@sma-shop.com.
7b) Your feedback on assembly replacement – I have replaced a module and would like to report my practical experience back to SMA.
As part of quality assurance, we document which SMA inverters have been replaced. We need this information to guarantee the continuous traceability of our products. We thank you for your support in this matter.
Please send the completed “Feedback form for assembly replacement” by e-mail to component.swap@SMA.de. You can find the link to the form in the order confirmation you received by e-mail or here.
Version: July 2023