Step 1: Issue Discovery
Damage to the system can occur in many ways, and can be detected in many ways.
If we detect an issue from the remote monitoring system we will proactively reach out to you with next steps.
Not all damage causes an alert from the monitoring system, so if you see damage and we have not been in contact with you, please reach out to us.
We start by collecting as much information as possible from you regarding the issue over the phone and email. If there is visible damage, a photo is often helpful.
Step 2: Determine Cause
How an issue can be addressed will be determined by the cause of the issue
External damage to a panel is not covered under TFS or manufacturer warranty (but is sometimes covered by your homeowner’s insurance).
Some damage can initially appear external, but be caused by product failure which is covered under warranty. This is most frequently seen as darkened spots on the underside of the panels.
A site visit is typically necessary to determine the cause and applicable next steps. This site visit may be covered under warranty or may be a time and materials charge.
Note: Visual changes such as discoloration on the front of the panel often don’t have an impact on production.
Step 3: Replacement Options
The options for replacement depend on a number of factors, many of which are outside of TFS’ control
Replacing a panel damaged by external forces is the financial responsibility of the homeowner. Depending on the particulars of your homeowners insurance policy, they may reimburse you for this cost.
Product failure while under the manufacturer and TFS warranties have no cost to you, the homeowner.
Solar technology is always evolving! This means that the exact brand/model of panel you have on your system may no longer be in production. If that is the case, TFS will determine the most suitable replacement option. We will provide a proposal for the cost if it is not covered under warranty.
Once we have a signed contract or your approval for the work, we will proceed with the replacement.
Step 4: Replacement Work
TFS will source materials, they will come either directly from the manufacturer as a warranty replacement, or will be purchased by TFS and shipped from a vendor.
Once TFS has the materials, we will schedule installation of replacement. This timeframe can vary greatly depending on product availability, shipping times, and TFS’ current schedule.
TFS monitors the performance of the system remotely (when we have access to the online solar data monitoring) for roughly 1-2 weeks to ensure the system is functioning as expected.
TFS sends a final invoice for the work if it is not covered under warranty.