Product Support
Get the right expertise behind the problem.
For a technical question or a claim under a manufacturer's warranty, start with the manufacturer's support information. Its service team holds the product records, diagnostic procedures and warranty assessment process. A clear case, opened through the correct channel, gives that team the information it needs to act.
Follow the procedure for your product and region. Where the manufacturer requires a warranty claim through the seller, contact the business that supplied the equipment.
Use the directory below to find the official resources for your equipment. For electrical work or on-site fault finding, involve a qualified installer or the professional responsible for the system.
Wrong item, missing goods or delivery damage? Contact BMG directly. These are order and delivery enquiries; you do not need to open a manufacturer warranty case first.
Prepare the details
Have the brand, exact model and serial number to hand, together with proof of purchase. Describe what is happening, when it started and any error message shown. Add photographs, commissioning records or monitoring information where the manufacturer requests them.
For a system containing several manufacturers' products, include the connected equipment and your installer's findings. The information should help the service team understand the installation as well as the individual product.
Find your manufacturer
Choose the country or market where the equipment is installed when the manufacturer's site offers a regional choice. Match documents and warranty terms to the precise product and generation supplied.
Looking for another brand? Send us the manufacturer and model. If BMG supplied it, include your order reference so we can help identify the appropriate route.
Open a case and keep its reference
Follow the manufacturer's technical support or warranty procedure, provide the evidence it requests and retain the ticket number and correspondence. Continue in the same case when supplying further information, so the service team can see the history together.
Allow the response period published for that manufacturer's service and market. Where no period is stated, use its published follow-up or escalation route. If you cannot identify a route for equipment bought through BMG, ask us to help find the right contact.
When to involve BMG
For equipment supplied by BMG, email help@bmg.solar when the manufacturer's procedure requires a claim through the seller, you cannot reach the manufacturer, or you have received no response within its stated window.
Include:
- Your BMG order reference and the product model and serial number.
- The manufacturer ticket number, if one was issued.
- The date you opened the case and the dates of subsequent contact, if a case is already open.
- The fault details and supporting evidence, together with any correspondence already exchanged.
We will review the case and establish how our manufacturer relationships and supply records can help move the conversation forward. We may request further information or connect the enquiry with the appropriate service contact. The manufacturer assesses claims under its own warranty and determines the applicable remedy.
BMG does not issue or underwrite a separate product warranty. This support process leaves our responsibilities as your seller unchanged; you can contact us directly about concerns with goods we supplied.
Bought the equipment elsewhere?
The manufacturer resources are open to you too. For help with the purchase itself or a case needing your supply records, contact the business that sold you the equipment.
Ask BMG about a product case →
Put your BMG order reference and the manufacturer case number in the subject line, where available.