Information to provide
- Name, phone, email, site address and the person available on site.
- Quote, invoice, contract or purchase-order number if available.
- The equipment concerned, reference, serial number and approximate commissioning date.
- Description of the symptom, when it appeared, frequency, impact and usage conditions.
- Photos, videos, on-screen alerts, monitoring screenshots and recent history.
- Information on any outage, surge, lightning, cleaning, third-party intervention or recent modification.
Qualifying the request
Likely ReneWave installation defect
- Rule
- Analysis within the workmanship scope.
- Handling
- Diagnosis, correction or guidance per the contract and available evidence.
- Note
- The cause must be technically linked to ReneWave’s work.
Possible equipment defect
- Rule
- Review under the legal seller warranty and any applicable manufacturer commercial warranty.
- Handling
- ReneWave collects evidence and, where useful, follows the manufacturer or authorised after-sales file.
- Note
- The manufacturer decides its commercial cover; mandatory seller rights remain separate.
Usage, maintenance or modification
- Rule
- May be out of warranty or billable.
- Handling
- Advice, diagnosis, quote or corrective recommendation.
- Note
- Aggressive cleaning, rewiring or third-party intervention may affect the relevant cover where it caused or contributed to the issue and the exclusion is lawful.
External event
- Rule
- Lightning, surge, impact, fire, flood, vandalism or grid.
- Handling
- Assessment, safety, quote, insurance or manufacturer file depending on the case.
- Note
- The warranty may not cover these events.
False alarm or request with no defect found
- Rule
- Remote triage remains free unless a different written service applies.
- Handling
- If an on-site or extended diagnosis may be chargeable, ReneWave sends a quote for approval first.
- Note
- The report records the checks, finding and practical recommendation.
| Case | Rule | Handling | Note |
|---|---|---|---|
| Likely ReneWave installation defect | Analysis within the workmanship scope. | Diagnosis, correction or guidance per the contract and available evidence. | The cause must be technically linked to ReneWave’s work. |
| Possible equipment defect | Review under the legal seller warranty and any applicable manufacturer commercial warranty. | ReneWave collects evidence and, where useful, follows the manufacturer or authorised after-sales file. | The manufacturer decides its commercial cover; mandatory seller rights remain separate. |
| Usage, maintenance or modification | May be out of warranty or billable. | Advice, diagnosis, quote or corrective recommendation. | Aggressive cleaning, rewiring or third-party intervention may affect the relevant cover where it caused or contributed to the issue and the exclusion is lawful. |
| External event | Lightning, surge, impact, fire, flood, vandalism or grid. | Assessment, safety, quote, insurance or manufacturer file depending on the case. | The warranty may not cover these events. |
| False alarm or request with no defect found | Remote triage remains free unless a different written service applies. | If an on-site or extended diagnosis may be chargeable, ReneWave sends a quote for approval first. | The report records the checks, finding and practical recommendation. |
Remote diagnosis before a visit
ReneWave may ask for safely accessible photos, monitoring screenshots, error codes or portal access before a visit. Do not open equipment, touch live wiring, climb onto a roof or perform electrical tests to document a claim. If evidence is unavailable, describe the symptom; ReneWave will discuss the appropriate next step.
This step avoids an unnecessary intervention, helps prepare parts, qualifies the warranty and prioritises safety cases.
- 01
Receipt
ReneWave receives the request and checks that it contains the minimum information.
- 02
Qualification
The likely cause is classified: installation, equipment, usage, external event or out of scope.
- 03
Routing
ReneWave proposes guidance, a warranty file, a diagnosis quote, a visit or a correction.
- 04
Closure
The relevant route is closed after a documented reply, intervention, declined quote or insufficient evidence. A manufacturer’s commercial-warranty refusal does not by itself close a separate mandatory seller-warranty claim.
Priorities and timelines
ReneWave aims to acknowledge a complete request promptly and explains the next practical step after initial triage. Safety risks and service interruptions are prioritised according to the available information.
An active maintenance contract may set specific priorities, channels and commitments. Outside that contract, an on-site intervention may be subject to a quote and availability.
Possible costs
Limits and exclusions
- Out-of-warranty travel or diagnosis.
- Parts, consumables, transport, lifting, scaffolding or special access.
- Labour after the workmanship period expires, when the equipment is only still under manufacturer warranty.
- Intervention linked to a third party, an unauthorised modification or a situation where no covered defect is found after an approved diagnosis.
- An emergency not covered by an active contract or outside the planned hours.
