September 27, 2023
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Blog, Inside GivEnergy

Proudly introducing…GivEnergy’s streamlined RMA process

You fed back to us about our RMA process, and your feedback was valid.

So, as of 27/09/2023, we’re removing the red tape from returns.

Allow us to introduce the new GivEnergy streamlined return process.

✅ Same day decisions on returns

✅ Flexible routes to resolution

✅ Fast-tracked fixes for customers

✅ Rapid payment release for installers

✅ Accessibly priced refurbishments

Moving forward, you’ll no longer have to wait ~4-6 weeks for a site visit or a repair. Instead, if something goes wrong, installers can make a speedy return via a same-day decision process.

Here’s how it works.

Giv-ing you more options

If – on installation – a GivEnergy system isn’t performing as expected, the installer should give us a call right away. We’ll then create a ticket and perform all the relevant checks and diagnostics.

In the event that we detect a product defect, we can now offer you three routes to resolution:

Over the counter exchange

Providing that your wholesaler allows and has available stock, GivEnergy can permit an over the counter product exchange.

Collection by GivEnergy and replacement via the wholesaler

Here, GivEnergy will directly collect the goods and authorise a replacement from the wholesaler to you. This will include invoicing from the wholesaler until the product has been returned and checked to our standards.

A site visit from a GivEnergy engineer

Now offering much faster visit times thanks to the new product RMA option.

Please note: return requests outside of a 30 day window may not be accepted. In certain circumstances this may be extended at GivEnergy’s discretion.

Making a return

We’re removing the bureaucracy around returning a faulty system. Instead, we’ll:

Complete an RMA form on behalf of the installer, detailing the faulty product and the reason for the return

Provide this form to the wholesaler, allowing them to make the necessary arrangements for a return

The installer can then choose which return route they wish to take, get a replacement product, and commission the new system.

So, no waiting around for installers, and no prolonged downtime for customers. Just a speedy resolution for all parties.

Requesting a site visit

We won’t get rid of the option to have a site visit if that’s what you’d prefer.

We’re anticipating a major reduction in wait times (in line with the option to make a quick product return).

So, it’s improvements all round – whichever route you opt for.

Your experience matters

We listen to you.

Listening to you is why we’ve continued making our software the best in the space, why our hardware offers improved performance with every release, why we can now offer a 12 year warranty, and why we’re making these changes to the RMA process.

Your experience matters.