This article describes the 2 Step Process on how to submit 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 take the time to 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. Any additional information (photos, electrical layout, deployment of Tigo products, etc.) or concise descriptions, should be compiled by the System Owner or Installer as they can be very helpful in confirming issues and validating warranty requests.
Having the correct information on hand, 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 happens next.
If a customer is asked to return the original item to Tigo for further analysis, a shipment label may be provided by Tigo for the returning product.
Monitored vs Unmonitored Systems
There are 3 different system scenarios that may affect the system reviewing process and the warranty coverage.
Full Deployment is a system that is sold as a monitored product and is connected to the internet. During system analysis Tigo Engineer can review the full data history and provide system updates which can clarify or even resolve most issues.
Monitored Systems that are not connected to the Internet, are not supported by Tigo and are greatly discouraged. 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 greatly affected.
If the system is sold as an unmonitored product (unable to connect to the internet) like the TS4-F and 2F Fire Safety systems, the following information may be requested:
- 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, a scheduled appointment can be arranged with the installer to gather additional information or identify the cause of the issue.
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).