Service Request

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Technical Support

On this page, you will may find quick answers and solutions to your technical issues.
Usually when there is fault within the solar system, the fault will likely be in the accessories (DC, AC breakers and parts) or inverter. If you have a technical issue, please go through the quick solutions and shutdown procedure below. If the system still does not work after you have followed the shutdown procedure, please submit the Service Request form with completed information. We will assist all customers by lodging a claim to the manufacturer on behalf of the customer. Alternatively, you may wish to visit the manufacturer's website to lodge a claim.

・ABB Australia 1800 769 663 http://new.abb.com/au
・JFY 1300 368 488 http://jfytech.com.au/service/
・Latronics 1300 550 204 http://www.latronics.com.au/
・SMA Australia 02 9491 4200 http://www.sma-australia.com.au/
・Sungrow 1300 201 106 http://www.sungrowpower.com.au/
・Zeversolar 1300 101 883 https://www.zeversolar.com/

In the event of an emergency, please follow the shutdown procedure below to turn off your solar system.

Roof Problems

We take pride in our solar installations and all installations are in accordance with Australian Standards. Be rest assured that solar installations will not cause any harm to your roof. However, should you experience any roof leakage or other roof issues, we will assist with the investigation of a roof leakage. We provide a one-year workmanship warranty as we are certain that our solar installations are safe and reliable. Please refer to our FAQ more information.

Bill Questions

If you have any questions about your energy bills, please check with your energy retailer.

Quick Solutions

The table below lists all the common errors and instructions that you will find useful to resolve your problem efficiently and effectively.

Brand of Inverter Error Code / Message Resolution Download
JFY DC Failure Submit warranty claim at
JFY Service Center
SolaX CT Fault The CT or meter is not connected well. If you have recently completed work at your meter box, please contact your electrician. If your solar installation was recently completed, please contact us.
Zeversolar 34: Vac Fault Please download the PDF Zeversolar-e34.pdf
Zeversolar 35 AC switch is faulty. Customers will need to engage an independent electrician to conduct an inspection. Customers outside of one-year workmanship warranty shall be liable for any charges involved with the repair.
Zeversolar Please download the PDF Zeversolar-troubleshooting-guide.pdf
Zeversolar Installation Operating Guide.pdf

VIP Programme

The Green Engineering VIP Programme is designed to provide to specialized services to our valued customers. Membership fee is $500 and lasts for five years.

Membership benefits include
24 hours customized telephone hotline
Dedicated after-sales service by allocated consultant
Fulfilment of service request conditions more flexible
Waiver of $50 service fee for any service requests
Processing of any new purchases will be expedited
6-months instalment payment plan available for membership fee

Visit our payment page or request a quote now

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Notice

In order to improve our service quality, a service fee of $50 inclusive GST shall be payable upon submission of Service Request. The service fee will enable priority processing, reducing processing time from 30 working days to two weeks. Service fee shall be waived for installations within one year from date of installation.

Click our Payment page to make payment before you submit a service request.

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Our Service Process

Below is an outline of our entire service process and our regular processing time is 30 working days. Service requests are dependent on the handling and processing procedure of the manufacturers and/or suppliers.

1. Shut Down Procedure

Simply follow the steps below to shut down your entire solar system. Sometimes, a simple restart could help to make your system functional again, just like when your computer freezes!

Instructions for Shutdown Procedure:

Step 1: Go to your switchboard and open it. Locate the Solar Supply Main Switch and flick the switch to the off position.

Step 2: If your solar power inverter is more than 3 metres away from your switchboard, you must locate the switch marked, Solar AC Isolator. This will be located next to your inverter. If your inverter and switchboard are within 3 metres of each other, disregard this step

Step 3: Go to your inverter and find the switch marked PV Array and DC Isolator. Flick this switch to the off (O) position (in some cases there will be two switches). The off (O) position is usually downwards and the on (I) position is upwards.

Step 4: Your inverter may have a switch marked Inverter Isolator. If it does, flick this switch to the off position. If you cannot locate this switch on your inverter, skip this step. Your solar PV system should now be completely switched off. All lights and screen displays will be dead. Keep the system off for a minimum of five minutes.

Step 5: To re-start your system, follow this guide in reverse. Simply, flick all switches back on in the same order that they were switched off but in reverse. *Please note any changes to the inverter

2. Monitor and Observe

Monitor the LCD screen on your inverter after you have completed the shut down procedure. If there are stable green lights and no error message on the LCD screen, congratulations your solar system is working again. If there are red lights and/or error message, please take a photo of the LCD screen and attach it to the form below.

3. Complete the Service Request form

Submit the form below with all required fields completed and all files attached.
*Please note: Failure to provide full information and photos may delay the process of warranty claim.

4. Diagnose and Resolution

Once we have received your form, we endeavour to diagnose the issue and respond to your service request within three business days. In case of emergency, please shut down your solar system.

5. Next steps

Usually the fault will lie within the inverter or the accessories (DC, AC breakers and other parts). Depending on what the fault is, we will advise you via email what are the next steps to take. We may either arrange for an inspection to further confirm if the fault lies within the accessories or we will lodge a claim with the manufacturer if the fault is with the inverter. Service call charges shall be applicable but not limited to the following situations
・False or inaccurate claims
・Warranty no longer valid
Please refer to inverter supplier news and service request form below for more information.

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Inverter Supplier News

If you currently own inverters of brand AeroSharp Australia, CMS and Kinglong New Energy (KLNE), please be informed that it has been confirmed that these companies have entered into administration. All warranties under these companies have now become void. Affected customers will have to pay a minimal charge for the replacement unit and labour fee and Green Engineering will assist with the replacement.

If you currently own inverters of brand Olympia and Solar King (Powercomm), please be informed that the manufacturer now requires customers to pay for the labour fee involved with the replacement unit. Labour fee may cost between $100 to $300 depending on your location. Alternatively, you may engage your own electrician to assist with the replacement.

If you currently own inverters of brand Latronics PVE, please contact the manufacturer directly at 1300 550 204 for quicker assistance. You may wish to visit their website at http://www.latronics.com.au/ for more information.

If you currently own inverters of brand Sungrow, please contact the manufacturer directly at 1300 201 106 for quicker assistance. You may wish to visit their website at http://www.sungrowpower.com.au/ for more information.

If you currently own inverters of brand Samil Power, please contact the manufacturer directly at (02) 9643 5398 for quicker assistance. You may wish to visit their website at http://www.samilpower.com/ for more information.

If you currently own inverters of brand Think Solar, please be informed that the company has entered into administration. For models between 2kW to 3kW, Green Engineering will provide replacement inverters and affected customers will need to arrange for own labour. For models between 4kW to 5kW, customers will have to pay a minimal charge for the replacement unit and labour.

If you currently own inverters of brand JFY, we recommend you to change to a different brand as the manufacturer has a 6 months processing period and can no longer be contacted. You may wish to contact us via phone or email for an alternative solution.

Samil has a very long processing period which may up to 6 months. If you own a Samil inverter, we recommend you to switch to another brand. You may wish to contact us via phone or email for an alternative solution.

We apologize in advance for any inconvenience caused.

Last updated 24/11/2016

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SERVICE REQUEST FORM

required fields*

Customer Details

Name*
Installation Address*
Shipping Address
(if different from Installation Address)
Email*
Phone Number*
Mobile Number
Solar Installation Agreement Number
State*

Inverter Details

Inverter Brand & Model*
Inverter Serial Number*

Fault Details

Fault Lights*
Fault Message on Display*
Photo of Inverter Screen*
Photo of Inverter Serial Number*
Copy of Installation Tax Invoice*
Photo of Payment Transaction Receipt*

Please attach photos with clear shot on the fault error message and fault light indicator. If required photos and attachments are not provided, the warranty claim process will be delayed. File format supported: jpg, gif, png, bmp, pdf. File size supported: Max. 2Mb

New Product Survey

Are you interested in our new product?*
If yes, which products are you interested in?
(You may select more than one)

Please tick box if you agree:

I agree that it is my responsibility to obtain and provide all information. I acknowledge the claim cannot be processed until all required information is complete. Failure to provide full information and photos may delay the process of warranty claim.

I agree and acknowledge that DC, AC breakers and other accessories come with a one year warranty. The warranty provided does not cover:
Any damage caused by animal, pests or vermin.
Any 'acts of God', for example lightning, hail storm or flood damage
Any malicious damage caused by abuse, neglect or accident.

I agree that it is my responsibility to pay for any inspection and/or repair costs NOT resulting from a manufacturing fault of Green Engineering's products or from workmanship failure.

I agree and acknowledge that it is the responsibility of the manufacturer and/or supplier to provide the warranty and discharge Green Engineering of any liability should there be any delay.

Last updated 08/11/2016.

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