At myenergi, we are committed to delivering high-quality support and ensuring customer satisfaction. If your warranty claim results in a product replacement, it is important to understand how our warranty policy operates and what to expect from the process.
Continuation of the Original Warranty
If your myenergi product is replaced under warranty, the warranty period does not restart or extend. Instead, the replacement product remains covered under the terms of the original warranty, based on the purchase date of the initial unit.
This approach aligns with the Consumer Rights Act 2015, which states that repairs or replacements are remedies for faults within the original contract and do not reset the warranty period.
Warranty Stock: Refurbished and New Units
Our warranty replacements may consist of either refurbished or new units, depending on stock availability and the nature of the fault.
- Refurbished Units: These have been fully restored, tested, and certified to meet the same quality and performance standards as new products. They undergo rigorous checks to ensure reliability and full functionality.
- New Units: In cases of severe or irreparable failures, a new unit may be provided, subject to stock availability.
If a warranty claim is made within the first 30 days of purchase, and a replacement part cannot resolve the issue, a new device will automatically be provided.
By incorporating refurbished stock where appropriate, we ensure a swift response to warranty claims while also reducing environmental impact by minimising waste and extending product lifecycles.
What This Means for You
We aim to make the replacement process as seamless as possible. By understanding that:
- The original warranty remains in effect.
- Replacements may consist of either refurbished or new units.
- Within 30 days of purchase, a new device will be provided if a part cannot fix the issue.
Customers can make informed decisions and remain confident in the reliability and durability of their myenergi products.
If you have any further questions regarding your warranty or the replacement process, our support team is here to help.
Example Customer Journey: Submitting a Warranty Claim as an End User
Step 1: Identifying the Issue
You notice that your myenergi product is not functioning as expected. You attempt some basic troubleshooting, such as checking connections, restarting the unit, and ensuring your settings are correct. If the issue persists, you decide to raise a warranty claim.
Step 2: Advanced Diagnostics and Troubleshooting
Before proceeding with a warranty claim, you will first speak with a myenergi support agent who will guide you through advanced diagnostics and troubleshooting steps.
- The agent will work with you to identify any potential issues that can be resolved remotely.
- If the fault or error is beyond their level of knowledge, they will escalate the issue to a senior support specialist for further assessment.
- If troubleshooting does not resolve the issue and a repair or replacement is necessary, the agent will initiate the warranty claim process and proceed to the next step.
Step 3: Providing Necessary Information
Once the agent confirms that the issue requires a repair or replacement, they will ask for the following details:
- Your full name and contact details
- Your address and delivery address (if different)
- The device serial number
- The date of installation
- A description of the issue you are experiencing
- Installation images as outlined in the Image Reference Guide
Providing this information as soon as possible will help speed up the warranty process.
Step 4: Review and Approval
Our support team will review your claim and assess whether the issue falls within warranty coverage. If additional information is needed, we will contact you.
Step 5: Next Steps Based on Your Location
For customers in Great Britain or the Republic of Ireland:
- If approved, myenergi will dispatch the necessary replacement part(s) or product(s) to your address.
- A warranty-approved engineer will be scheduled to visit your property to carry out the replacement or repair. The engineer will contact you directly to arrange a convenient appointment.
For customers outside Great Britain and the Republic of Ireland:
- If approved, myenergi will send the necessary replacement part(s) or product(s) directly to you.
- Your installer will be responsible for carrying out the repair or replacement and will invoice myenergi directly for the agreed fee applicable to warranty work.
Step 6: Receiving and Installing the Replacement
Once the replacement part or product arrives, either you or the warranty-approved engineer will install it. If you are outside of Great Britain or the Republic of Ireland, your installer will complete the installation and then submit an invoice to myenergi.
Step 7: Completion and Ongoing Support
Your product is now replaced or repaired, and your warranty continues under the terms of the original purchase. If you experience further issues or have any concerns, you can contact the myenergi support team for additional assistance.
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Example Customer Journey: Submitting a Warranty Claim as an Installer
Step 1: Identifying the Issue
As an installer, you receive a report from your customer regarding an issue with their myenergi product. Before proceeding with a warranty claim, you carry out an initial inspection to confirm the fault and ensure that installation factors are not contributing to the problem.
Step 2: Advanced Diagnostics and Troubleshooting
Before submitting a warranty claim, you contact myenergi support for technical troubleshooting.
- A myenergi support agent will guide you through advanced diagnostics to determine if the issue can be resolved remotely.
- If the fault or error is beyond their level of knowledge, they will escalate the issue to a senior support specialist for further assessment.
- If troubleshooting does not resolve the issue and a repair or replacement is necessary, the agent will initiate the warranty claim process and proceed to the next step.
Step 3: Providing Necessary Information
Once the agent confirms that the issue requires a repair or replacement, they will ask for the following details:
Customer Details
- Customer’s full name
- Customer’s address
- Customer’s contact phone number
- Customer’s email address
Product & Installation Details
- Device serial number (if not already provided)
- How long ago the product was installed (e.g., less than 1 month, 4 months, 1 year, etc.)
- Installation images as outlined in the Image Reference Guide
- Original installer’s details & email address (if reporting on behalf of a customer)
- EORI &/or VAT number (if applicable)
Providing accurate information ensures a faster resolution.
Step 4: Review and Approval
Once the claim is submitted, myenergi support will review the details and determine whether the issue qualifies for a warranty repair or replacement. If additional information is needed, they will contact you.
Step 5: Next Steps Based on the Customer’s Location
For customers in Great Britain or the Republic of Ireland:
- If approved, myenergi will dispatch the necessary replacement part(s) or product(s) directly to the customer.
- A warranty-approved engineer will contact the customer to arrange an appointment for the required repair or replacement.
For customers outside Great Britain and the Republic of Ireland:
- If approved, myenergi will send the necessary replacement part(s) or product(s) directly to you, the installer.
- You will be responsible for carrying out the repair or replacement and will invoice myenergi directly for the agreed fee applicable to warranty work.
Step 6: Completing the Repair or Replacement
Once the replacement part or product arrives, you will attend the customer’s site and carry out the necessary installation. If you are outside Great Britain or the Republic of Ireland, you will invoice myenergi directly for the agreed warranty labour fee after the repair or replacement is completed.
Step 7: Completion and Ongoing Support
The customer’s product is now replaced or repaired, and their warranty continues under the original purchase terms. Should any further issues arise, you or the customer can contact myenergi support for further assistance.
Final Notes
- If your issue occurs within 30 days of purchase and cannot be resolved with a replacement part, a new device will automatically be issued.
- If no installation images are provided, we will be unable to process your claim.
- Our goal is to make the warranty claim process as efficient and straightforward as possible, ensuring minimal disruption for you.
- If you need further assistance, please do not hesitate to contact us. We are here to support you throughout your myenergi journey.