What are the steps to follow in case of an after-sales service with Dualsun product ?

1. Activate your warranties if it is not done yet (You can find the tutorial here)
   → This allows us to have all the information on your project and to send you a guarantee certificate on our products find all our warranty conditions in the Warranties section.
   

2. Send an email to your installer with Dualsun in copy (contact@dualsun.fr) with the subject “AfterSale DualSun - country _Name”.
   Then add:
   - A video (or photo + explanations) of the defect you observe
   - Your invoice for the DualSun equipment
   - Your pdf guarantee certificate (if you had already activated your guarantees online)
   → Thus, your installer and DualSun will be able to establish an initial remote diagnosis.
   

3. If this first diagnosis justifies it, your installer will then take care of replacing the defective product and to put your installation back into service.
   

4. Dualsun expertise the defective product once recovered from its factory in Jujurieux (Ain) and if it is a product defect, we will then reimburse the costs incurred by your installer for the repair, see here our guarantees. 

In the event of a problem with the installation, it is best to schedule an intervention to try to diagnose the problem. Thermal or photovoltaic monitoring is very useful for establishing a pre-diagnosis.

Once there, it is very important to take photos and videos of the problem encountered. You can send them to us directly as well as the site information. The following information is essential for a warranty claim for our products:

• End customer warranty certificate (email or PDF)

• Photos and video of the problem observed

• Serial number of defective item

Using these elements, we carry out a pre-expertise to determine if it is possible that it is a product defect.

If a replacement is necessary, there are two possibilities:

1. The product is in stock at your distributor : you can then order a replacement element from your distributor and schedule your intervention.

2. The product is no longer marketed and no longer in stock at your distributor : we will send you a replacement product directly for which you will be charged.

Once the replacement has been made, we organize the repatriation of the defective element to our factory in Jujurieux for expertise.

If the expert concludes that there is a product defect, we will reimburse you for the repair costs (product + labor according to our packages), see here our guarantees. 

In the event of a problem with the installation of one of your customers. You need to send us the following:

• Warranty certificate (email or PDF)

• Photos and video of the problem observed

• Serial number of defective item

Using these elements, we carry out a pre-expertise to determine if it is possible that it is a product defect.

If a replacement is needed and the product is stored in your warehouses, you can provide a replacement product. If the product is no longer sold, we can send it directly to the installer.

Once the replacement has been made, we organize the repatriation of the defective element to our factory in Jujurieux for expertise.

If the expert concludes that there is a product defect, we reimburse the repair costs directly to the installer (product + labor according to our packages), see here our warranties.