Sunterra · After-sales care

Years later.
Still here for you.

Our relationship continues after installation. When something needs attention, you have a team to turn to.

These are real stories of what that support looks like.

Explore our service stories ↓

Our care, in action.

5 real service stories · October 2026

SERVICE STORY ✓ RESOLVED

A faulty meter.
A working system again.

4 years 11 months after installation

Installed 18 Nov 2021
On-site warranty support

When the Shine app showed irregular data, our team traced the issue to a faulty solar smart meter and arranged an on-site replacement.

✓ Replaced under warrantyReported 20 Oct · Resolved 21 Oct 2026
SERVICE STORY ✓ RESOLVED

One phone call.
Power restored.

7 years 3 months after installation

Installed 1 Jul 2019
Remote phone support

A red light and an inverter error brought this system to a stop. Our team reviewed the error and guided the customer through a system restart by phone.

✓ Generating again the same dayReported & resolved 21 Oct 2026
SERVICE STORY SETTINGS UPDATED

Your battery.
Your evening plan.

Almost 1 year after installation

Installed 24 Oct 2025
Remote battery settings

A customer with a 20 kWh battery asked us to schedule up to 12 kWh of discharge to the grid between 5 pm and 9 pm. We updated the settings remotely via Growatt OSS.

✓ Settings updated remotelyEvening discharge performance awaiting customer confirmation
SERVICE STORY SITE VISIT COMPLETED

A reported leak.
A team on site.

Within 2 months of installation

Installed 2 Sep 2026
Roof leak investigation

After heavy rainfall, a customer reported ceiling water stains and rainwater entering through a solar power conduit. We arranged for two installers to investigate and address the leak.

✓ Two installers attendedReported 26 Oct · Site visit 28 Oct 2026
SERVICE STORY MONITORING ADVISED

A recurring error.
We kept investigating.

7 years 3 months after installation

Installed 23 May 2019
Inverter fault investigation

An inverter isolation error returned after rain. Across three visits, our installer investigated the system and traced wet-weather earth leakage to a damaged cable section on the north-facing string.

✓ Cable fault located and treatedThree visits · Continued monitoring advised

Based on Sunterra service records. Customer names and addresses are kept private.

Beyond installation

Support you can
come back to.

Good after-sales care means looking into the issue, explaining the next step and following it through. Sometimes that means an installer visiting your home. Sometimes a phone conversation gets your system working again.

These cases show the support provided to Sunterra customers after installation, from battery settings adjustments to troubleshooting years later. Each service request is assessed on its own circumstances and applicable warranty terms.

Service story · Resolved

Solar smart meter fault

Installed18 Nov 2021
Reported20 Oct 2026
Resolved21 Oct 2026
  1. The customer contacted usThe customer reported irregular system data in the Shine app on 20 October 2026. We opened a case and requested photos of the solar system and meter box.
  2. We identified the likely causeThe photos showed that the solar smart meter was no longer providing readings and its display was blank.
  3. An installer attended the next dayOn 21 October, an installer visited with a spare smart meter, confirmed the fault and replaced the meter.
  4. We confirmed normal operationThe replacement restored normal system operation and resolved the data issue in the Shine app.
Outcome
The faulty solar smart meter was replaced under warranty. The system was confirmed to be operating correctly and the case was closed.

This is a record of the support provided for this case. For help with your own system, contact our team.

Service story · Resolved

Inverter error and system shutdown

Installed1 Jul 2019
Reported21 Oct 2026
Resolved21 Oct 2026
  1. The customer called our hotlineOn 21 October 2026, the customer reported that the inverter had stopped working, with a red indicator light and an error message on its screen.
  2. We reviewed the errorWe requested a photo of the error message to assist with troubleshooting.
  3. We guided a restart by phoneAfter reviewing the error, our team guided the customer over the phone through restarting the entire solar system.
  4. Generation resumedFollowing the restart, the inverter resumed normal operation and began generating power as expected.
Outcome
Resolved remotely on the day it was reported. The inverter was confirmed to be operating and generating normally, without a technician visit.

This is a record of the support provided for this case. For help with your own system, contact our team.

Service story · Settings updated

Battery discharge settings adjustment

Installed24 Oct 2025
Reported21 Oct 2026
Follow-upCustomer monitoring requested
  1. The customer requested an evening discharge scheduleOn 21 October 2026, the customer called our hotline about their 20 kWh battery system. They wanted the system configured to discharge up to 12 kWh of battery energy to the grid between 5:00 pm and 9:00 pm.
  2. We adjusted the settings remotelyOur team accessed the Growatt OSS portal and made the requested battery settings adjustments remotely.
  3. We requested an evening performance checkAfter the update, we asked the customer to monitor the battery discharge during the specified evening period and confirm whether the system was operating as expected.
Outcome
The requested settings were updated remotely via the Growatt OSS portal. The customer was advised to monitor the evening discharge and confirm performance. Actual discharge performance has not yet been confirmed in the supplied service record.

This is a record of the support provided for this case. For help with your own system, contact our team.

Service story · Site visit completed

Roof leak investigation and rectification

Installed2 Sep 2026
Reported26 Oct 2026
Follow-upSite visit 28 Oct 2026
  1. The customer reported water ingressOn 26 October 2026, the customer emailed us after heavy weekend rainfall. They reported water staining on an internal ceiling and rainwater entering the roof cavity through a solar power conduit, and supplied photos showing the leak.
  2. We arranged an on-site responseAfter receiving the email and photos, we arranged for two installers to attend on 28 October to inspect the issue and carry out the necessary rectification work.
  3. Two installers attendedTwo installers attended the property to investigate and address the reported roof leak.
Outcome
Two installers attended on 28 October 2026 to investigate and address the reported roof leak. The supplied record does not include a subsequent rain test or customer confirmation of the longer-term outcome.

This is a record of the support provided for this case. For help with your own system, contact our team.

Service story · Monitoring advised

Fronius inverter isolation error

Installed23 May 2019
Reported31 Aug 2026
Follow-upMonitoring advised
  1. First visit · 22 Sep 2026Following a report of Fronius Error Code 475 on 31 August, the installer inspected the inverter, cabling and panel connections and found no visible issues. Insulation resistance measured approximately 100 MΩ on the north-facing string, described in the service record as slightly lower but still acceptable. The west-facing string tested normally. The north-facing string was isolated for monitoring, and the customer was asked to monitor for one week.
  2. Second visit · 22 Oct 2026The installer thoroughly inspected the north-facing string and found no insulation damage to the cables. Both strings were returned to normal operation. The customer was advised to contact us if the error reappeared.
  3. Third visit · 28 Oct 2026The same error returned following rainfall. The installer identified a slightly damaged cable section on the north-facing string that was allowing earth leakage when wet. The affected section was taped and secured.
  4. Continued monitoringThe customer should continue monitoring the system and contact us if Error Code 475 returns.
Outcome
The fault was traced to a damaged cable section on the north-facing string causing earth leakage in wet conditions. The affected section was taped and secured. Continued monitoring is advised; the record does not confirm a permanent resolution.

This is a record of the support provided for this case. For help with your own system, contact our team.

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