We understand that the seamless operation of your energy management solution is vital. Should a hardware replacement become necessary, our RMA guide will help you initiate all required steps correctly. Please follow these instructions carefully so our support team can process your return without delay and provide a resolution as quickly as possible.
It is possible that not all setting options described in this manual are available. This depends in each case on the agreed scope of functions with the partner.
1. Inspect the gridBox
If you suspect that the gridBox is defective, first check the LED signal on the front cover. The LED indicates the operating status.
2. Contact support
If the LED check confirms a suspected defect, contact the gridX support. You can reach them via the ticket system provided in the HelpCenter.
Our support team can remotely access the gridBox and fix any software problems.
Make sure the gridBox is active, there is stable network connection and power supply. To rule out external factors, such as defective network devices, connect the gridBox directly to the router using a LAN cable. If there have been problems with the power supply unit, we recommend replacing the unit with an original one in advance.
3. Delete the defective gridBox
If the defect persists despite remote maintenance, the defective gridBox must be deleted from the system. Only then is it possible to put a replacement gridBox into operation and connect it to the existing system.
4. Install the new gridBox
The new gridBox can be put into operation. As with the initial installation, have the end user log into their account and run the commissioning wizard again with the new gridBox's start code.
5. Handle the return
⚠️ IMPORTANT
RMA Requirement A valid RMA (Return Merchandise Authorization) number is strictly required for every return. This number ensures your hardware can be correctly identified and processed. gridX reserves the right to refuse any shipments received without a valid RMA number, as they cannot be assigned to a support case.
Option A: The direct return
If the defect persists despite testing, return the defective device to us.
Register the return
To register the return, use the existing ticket. If gridX support has not yet been involved, create a new ticket in which you register the return.
Get an RMA number and a return label
Our support team issues an RMA number for processing the return via this ticket. For returns from Germany, we can also provide a free return label.
Get the error report and the refund (if applicable)
Once gridX receives the return, we investigate the cause of the observed defect. An error report is then provided via the ticket system. If the gridBox is still under warranty, a refund is issued in accordance with the terms of the contract.
To receive a refund, you must return the gridBox within 90 days of the RMA being issued.
Option B: The collected return (via the Return Centre)
If the defect persists despite testing, the gridBox is sent to your internal returns center in accordance with your internal processes. There, the gridBoxes are returned to gridX either individually or collectively.
Register the return
To register your return, submit a ticket to gridX support in advance and list all the gridBoxes to be returned.
Get an RMA number and a return label
Our support team issues an RMA number for processing the return via this ticket. For returns from Germany, we can also provide a free return label.
Get the fault report and the refund (if applicable)
Once gridX receives the return, we investigate the cause of the observed defect. An error report is then provided via the ticket system. If the gridBox is still under warranty, a refund is issued in accordance with the terms of the contract.
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