When investing in solar energy systems, reliable after-sales service is just as critical as the quality of the products themselves. Growatt is committed to providing industry-leading customer support to ensure that every system continues to operate efficiently and reliably. Through our extensive global service network, professional support team, and digital platforms, we deliver timely, effective assistance to customers worldwide.
Comprehensive Global Service Network
Growatt has established one of the most extensive after-sales service networks in the solar industry, ensuring timely and professional support for customers worldwide.
• 22 service centers globally, providing localized technical support
• Over 63 representative sites worldwide for optimized service coordination
Our localized service teams are well-versed in regional market requirements and provide tailored assistance in multiple languages, ensuring that customers receive efficient and accurate solutions wherever their systems are installed.
Growatt’s after-sales service covers a wide range of support types, including remote technical support, whole-unit replacement, PCB replacement, spare parts replacement, and on-site service. For hardware replacement and on-site services, service tickets can be generated and tracked through the OSS platform, enabling structured follow-up and a closed-loop service process.
Multi-Channel Support and Professional Ticketing System
To provide efficient and accessible service, Growatt offers multiple support channels, including telephone, email, and WhatsApp. In many regions, these inquiries are integrated into Zendesk, a professional ticketing system that allows for structured issue tracking and resolution. Each inquiry is assigned a unique ticket for transparent follow-up and closed-loop service management.
Remote Technical Support via OSS Platform
Growatt’s OSS (Online Smart Service) platform provides powerful remote operation and maintenance capabilities. Through OSS, engineers, distributors, and installers can:
• Perform remote diagnostics
• Modify inverter parameters
• Upgrade firmware remotely
Distributors and installers can also manage shipped products under their accounts, enabling efficient system monitoring and maintenance.
Growatt’s after-sales services include remote technical support, inverter replacement, PCB or spare part replacement, and on-site services. Service requests can be initiated and tracked through the OSS platform, ensuring efficiency and accountability.
Self-Service Options for Quick Issue Resolution
Many common issues can be resolved quickly by using Growatt’s official online resources:
• FAQ Center – Access troubleshooting tips and user guides.
• Product Warranty Check – Verify product warranty status online.
• Contact Information – Find local service centers and Shenzhen headquarters contact details.
These resources are designed to help customers resolve issues efficiently and minimize system downtime.
Warranty Exclusions and Service Scope
As a general principle, end users should first contact their installer or direct supplier to obtain after-sales support. This ensures that issues related to installation or system configuration can be addressed promptly by the responsible party.
Additionally, Growatt’s warranty terms specify certain service exclusions. After-sales service is not provided in cases as follows:
• Transport damage, including physical impacts such as drops.
• Misuse, abuse, neglect, tampering, alteration, or any internal or external damage.
• Inappropriate or incorrect installation, commissioning, and operation.
• Breaking the product seal (opening the casing).
• Installation or maintenance by unlicensed/unauthorized installers or personnel.
• Failure to comply with local government safety regulations.
• Use with third-party products, devices, or software not approved or supplied by Growatt.
• Outdoor installation or usage without proper shelter.
• Failure to observe user manuals, installation guides, and maintenance requirements.
• Modifications, repairs, or changes performed by anyone other than Growatt employees or authorized personnel.
• Insufficient ventilation of the device.
• Incorrect use or inappropriate operation, such as connecting to an incompatible voltage.
• Failure to meet operating temperature requirements.
• Failure to meet altitude requirements: Must be less than 4000 meters.
• Defects or non-conformities which are caused by normal wear and tear.
• Removal or alteration of Growatts part number or serial number.
• Damage from natural calamities and other external influences including unusual physical or electrical stress such as power failures, surges, lightning, floods, fires, and accidental breakage.
For full details, customers are advised to consult the Warranty Terms & Conditions included with the product.
Partnering with Growatt for Long-Term System Reliability
Growatt provides not only advanced solar energy products but also a comprehensive, professional support framework that ensures long-term reliability and customer confidence. Through our global network, digital service platforms, and experienced technical teams, we are committed to supporting customers, installers, and distributors throughout the entire product lifecycle.
Learn more about Growatt's product offerings and contact our technical support team today to see how Growatt's solar & storage solutions can power your homes and businesses.
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