MANUFACTURER I GUARANTEES
to replace one 240 watt module. The combined power output may be greater than the original module, but this shows a classic lack of understanding of the customer’s problems that we must fight against across the industry.
Another example of this is the issue of transferability. Most module guarantees apply to the customer and not the product. This means that if a property owner with a solar installation sells his or her property, then the warranties are invalidated. The same is often true if work is required on the roof of the property, even if solar modules are removed and then re-mounted correctly. This is not a problem with most consumer products which, as mentioned earlier, tend to have shorter lifespans. But it’s a very serious issue with modules, where the product is not only a long-term asset, but becomes a highly visible and significant part of the property itself. There are growing concerns that installations that are not properly protected could impact the sale value of buildings – in some cases, rendering them unsellable.
It is clear then that if a customer has a technical problem with their installation, there are multiple challenges for those without a solid warranty. The various legal loopholes can also take time to navigate, throughout which output from the installation will be reduced, varying depending on the time of year, but ultimately reducing financial returns. This is not a particularly satisfactory situation for an industry under pressure.
There are three solutions. The first, output insurance, compensates customers in the event of a drop in output, up to a certain percentage. This ensures that customers’ investments are protected through any claims process, even in the event of the installation ceasing to function altogether. For larger installations, in particular, this can represent genuine added value. It is still essential to the small print, as there are often major differences between materialisation of risk, the precise
modalities of such protections, the amount of cover available and the excess. The second solution is to have a claims process that is fit for purpose. Customers should be able to deal with the manufacturer direct for a start. To help the manufacturers, installation data should be registered as soon as the installation is commissioned. This reduces time spent on the hunt for serial numbers, module types and installation protocols should a problem arise, and will help the manufacturer resolve the situation, also reducing its cost exposure.
The third is to improve the warranties on offer. Here, Conergy has demonstrated leadership by introducing the first solar industry-specific warranty system, called PremiumPlus. In this we offer to bear the costs of testing and replacement up to a fixed amount, guarantee a replacement that is the same as the original, agree to accept the opinion of objective testing institutes, and allow the transfer of guarantees to third parties.
In fact, it was relatively easy to calculate the risk of a fault occurring, and to develop guarantees to suit. Our customers are the big winners, but we know that we will benefit too. Our distributors and partner installers are more comfortable, because they understand our role in helping protect them in turn from customer claims. This is the kind of virtuous circle of improved service our industry would do well to learn from.
It is our industry’s reputation that is on the line here. We believe that an industry that is prepared to back its product claims with solid warranties that customers can understand, will be far stronger for it. Make no mistake – there are plenty of organisations out there that will be all too happy to capitalise on a groundswell of popular dissatisfaction if we don’t get our house in order.
© 2012 Angel Business Communications. Permission required.
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www.solar-international.net I Issue IV 2012
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