This article describes the Two-Step Process for submitting an RMA (return merchandise authorization), a formal return request for a Tigo product that is not functioning as expected.
Step 1: Contact Tigo Support
If a Tigo product is suspected to be defective, Tigo Support must be contacted for assistance prior to RMA approval. A Tigo Engineer will thoroughly review the system data, troubleshoot symptoms, and clarify a cause for the issue being experienced. In most cases, the technical review will result in a simple adjustment or remote update that resolves the issue entirely.
For products that are found to be defective, the customer may be asked to compile additional supportive data to validate their claim.
This may include:
- Verification of ownership
- Photos of the defective product(s)
- Serial number(s) for the defective product(s)
- Descriptions of the issues experienced
Step 2: System Analysis
A system analysis by a Tigo Engineer is required for each RMA submission. The analysis will include a detailed review of the available data. The system owner or installer should compile any additional information (photos, electrical layout, deployment of Tigo products, etc.) or concise descriptions, as they can be very helpful in confirming issues and validating warranty requests.
The correct information will improve efficiency and speed up the RMA process!
Once the analysis has been completed and the product's coverage is confirmed, the customer will receive concise directions via email on what to do next.
If a customer is asked to return the original item to Tigo for further analysis, Tigo may provide a shipping label for the returning product.
Monitored vs Unmonitored Systems
3 different system scenarios may affect the system reviewing process and the warranty coverage. This Help Center article compares the different types of monitored systems and supplements the following scenarios: TS4 Systems - Methods of Deployment
1. Monitored Systems
Full Deployment is a system sold as a TS4-monitored product connected to the Internet using a Tigo gateway device listed below. During system analysis, Tigo Engineers can review the entire data history and provide system updates to clarify or resolve most issues.
Examples:
- TS4-A-O/-S/-M
- TS4-X-O/-S
- Cloud Connect Advanced
- Tigo Access Point
2. Blind Deployment Systems
Monitored Systems not connected to the Internet receive limited support from Tigo and are highly discouraged. These include the TS4s listed above without the use of a Tigo gateway device. If a user chooses to operate as an unmonitored system, they may expect delays during the review/analysis, and their coverage under Tigo's Limited Warranty may be significantly affected.
3. Unmonitored Systems
If the system is sold as an unmonitored product (does not connect to the internet) like the TS4-F and 2F with the PLC RSS Transmitter, the following information may be requested:
- Single-line diagram of the site
- Brief description of the problem
- List of the affected serial numbers
- Photos of the affected components
- Proof of purchase of Tigo products
- Supporting data from other non-Tigo components (meters, inverters, battery chargers, etc)
- Installer’s or system owner’s phone number and email
Unmonitored systems do not collect data, so the system analysis may require more interaction with the Installer or Designer. If necessary, an appointment can be arranged with the installer to gather additional information or identify the cause of the issue.
NOTE: It is highly recommended that commercial sites using the TS4-F equipment contact Tigo Sales Engineering for a design review.
Limited Warranty Disclaimer
All warranty claims are subject to review and verification by a Tigo Engineer, prior to replacement. Any Tigo product or system component that has failed must fit the criteria outlined in the terms and conditions of Tigo's Limited Warranty in order to be considered eligible for replacement.
A warranty claim may be considered ineligible if the product has been:
- Subject to vandalism
- Affected by poor system design.
- Resold or purchased second-hand.
- Gnawed or destroyed by critters (rodents, birds or other pests).
- Damaged by improper product handling or installation (by the installer).
- Destroyed due to an 'Act of God' (lightning strike, hurricane, flood, etc).