Claim Detail

dealer_or_external • Dec 15, 2025, 5:41 PM

@Stephanie K I added a job called "REVIEW" with notes from the mfg

dealer_or_external • Dec 15, 2025, 5:43 PM

@Sarah C This is Stephanie. Just an FYI to make sure you put it in the correct manufacturer folder. It was just randomly in your dealer folder. :) I can show you if needed.

dealer_or_external • Dec 15, 2025, 5:45 PM

@Stephanie K I think I did it right this time

dealer_or_external • Dec 16, 2025, 9:43 PM

Claim#2510920

dealer_or_external • Dec 16, 2025, 9:44 PM

@Stephanie K @Brian P

processor • Dec 18, 2025, 10:55 AM

@Brian P -This is lengthy, apologies. I have attached the feedback for each line in DB if that would be easier to follow. Job 1 - Jessica Ashby responded to your question about the junction box - the only one is on the hitch. The vendor provided some feedback as well "per vendor Hello Jessica, If the batteries are tested and good and connected to the battery terminals then you should read 12V when you measure at the battery terminals at the back of the controller when you measure, not 4.87V So please get the dealer to send us pictures of the DC Voltage measurement at the Battery + and - and Solar + and - terminals at the back of the controller, when the controller is connected. ---the pictures of the DC voltage that the vendor requested are what I need here Job 2 - The notes below are from the vendor - did you perform these steps? I can see that some of it looks like it may have been done - but was the wiring checked, was a hard reset done, was the multimeter used to measure output at each panel? You responded that all the testing was done per your story, but there seems to be some steps missing from your story. Ideally, the tech would have done each step the vendor recommended and put a result for each step, I am not seeing that. This was the response from December 1st from the vendor: PER VENDOR Thnak you for your inquiry. This is Go Power tech support. Can we get a description of the issue. Is the controller not putting current to the batteries? Is the 4.89 volatge meassured with a battery connected as teh controller needs battery power to run. First step is to determine if we are getting proper voltage and current from the solar panel or panels on the roof to the back of the controller. If we are not getting proper voltage and current to the controller the controller will not put proper current to the battery. This could be a wiring issue or a problem with the output of a solar panel or the single panel on the roof. If we are getting proper voltage and current to the controller and the controller is not putting it to the battery it may be the controller. **Controller does not charge batteries/Controller shows "0.0" amps charging** Solution Troubleshooting steps: 1. Ensure batteries are not full, charging amps will drop to near zero if batteries are full (meter the batteries, don't trust the display from the controller). In other words, if the battery is full the controller will not put current to them. 2. Ensure solar panel is clean and is in direct sunlight. An obstructed/dirty panel will yield poor results 3. Check input voltage at controller from solar panel (~18V-20V based on solar panel rating and sun conditions) 4. Use a multimeter to measure output current of each panel. (Note meter must be fused to 10 amps) It is possible the panel outputs current but not voltage. 5. Check wiring from solar panel to controller and controller to the batteries 6. Check for any fuse in-line in the system 7. Perform a hard reset on device. Disconnect all four wires from back of device and let sit for 15 minutes - reconnect all four wires and recheck The note below came back on December 11th after you responded that all testing was done per the story, batteries were charged and tested and were good. per vendor Voltage at the Unity Board: 13.84 & Voltage at Unity where the Awnings are wired to: 13.22 (when extending) 13.10 (when retracting) Job 0 - This is approved for .5 only. Looking at the comments back and forth on this, Jessica Ashby has a note regarding labor times stating that "Per my manager regarding the times submitted. He stated to give flat rate times and to advise you that That is illegal to do and violates the Magnuson Moss Warranty Act. If you can't do it at flat rate times he has advised you not to work on the unit." The authorization came back on December 1st with the following notation: per vendor Good Afternoon! Thank you for contacting Lippert. According to case 5961274 we gave authorization of the Unity board. Here's the pre-auth: Case Number: 6412433 VIN: Hello Jessica Ashby, Thank you for contacting Lippert Customer Care Center. We have reviewed your request with the information provided and Lippert will authorize warranty replacement of Unity X270D PN 2023018428 and 0.5 hours of labor pending part return for testing. Please return the parts to: Lippert Attn: WARRANTY 2020 Blakesley Pkwy Bristol, IN 46507 Please ensure the case number is referenced on the package. Fill out the attached Warranty Parts Return form and include it with the returned product for testing. The replacement will need to be ordered as normal. This can be done through our parts department by calling 432-LIPPERT or through the Lippert online store. Please reference the case number if you choose to order through the parts department. Once the part has been tested, if found to be defective, Lippert will reimburse the cost of the part, plus markup, and shipping costs associated with this authorization. Please complete the attached Warranty form to submit for payment. If the part is not found to be defective, Lippert will not be responsible for the repair. Thank you I have an email in to Jessica Ashby to get the forms Lippert sent to her. I do not see them on the claim at all. Job 4 - approved .2 Job 6 - approved .5 Job 7 - approved 1.0 @Sarah C @Jeff M

dealer_or_external • Dec 18, 2025, 11:09 AM

We will have to wait to do this testing with tech service. The customer's picked up the unit for the holidays, it should be back the first week in January and I will have Chris and Tim call tech service and reference this claim.

processor • Jan 15, 2026, 12:10 PM

Brian, has this unit come back into the shop yet? If so, has any progress been made?

dealer_or_external • Jan 15, 2026, 12:32 PM

Yes, it is here, will be dispatched

dealer_or_external • Jan 20, 2026, 5:04 PM

@Stephanie K @Jeff M We just found out that we have been going back & forth, jumping through hoops on job 1 - the outlets were mislabeled according to Matt @ Columbus. The tech has 7.41 in this so far. We need to fight to get his time covered. Typically we would charge the customer the difference since they didn't buy from us, but this is a mfg error.

processor • Jan 21, 2026, 9:58 AM

I will update the labor when I have the pictures that are being requested. Do you want me to bump it to 9? This will cover the time already involved, and then any additional time it may take to do the repair? It appears as though the voltage readings are not correct and the vendor wants pics of the DC voltage at the battery +/- and the solar +/- terminals at the back of the controller when it is connected. Brian said this unit is back in the shop, so he was going to dispatch it to get the information. There is also some information needed for line 2 to get this fully approved.

dealer_or_external • Jan 21, 2026, 11:15 AM

@Brian P I'll let you take the lead on this. I just wanted to make sure we tried to cover the time.

dealer_or_external • Jan 21, 2026, 11:58 AM

Yes, definetly need to get more time. I am looking at all the pics.

processor • Jan 21, 2026, 1:00 PM

I've added notes to FR about the outlets being mislabeled and updated the labor time to 8.0 hours. I will let you know how this progresses. Also added additional photo Brian sent to the solar line.

processor • Jan 21, 2026, 3:06 PM

Jessica Ashby approved 2.0 hours for line 1. I have an email over to Jerald, I CC'd all of you on it to see if we can get more time approved. @Brian P For job 2 - Jessica only approved .2 hours instead of the 1.0 requested. Do you want me to go back to her and see if she can up it?

processor • Jan 21, 2026, 4:22 PM

Emailed Jessica Ashby to see if we can get time increased on line 2 for the solar control.

processor • Jan 21, 2026, 4:50 PM

@Brian P job 2 for solar is now approved at the 1.0 hour. Just waiting for the inverter time to get increased by Jerald.

processor • Jan 23, 2026, 8:57 AM

@Brian P Job 0 - approved .5 - Per my manager regarding the times submitted. He stated to give flat rate times and to advise you that That is illegal to do and violates the Magnuson Moss Warranty Act. If you can't do it at flat rate times he has advised you not to work on the unit. Job 1 approved 8.0 hours Job 2 approved 1.0 Job 4 approved .2 Job 6 approved .5 Job 7 approved 1.0

processor • Mar 10, 2026, 9:58 AM

Submitted for payment

processor • Mar 10, 2026, 10:29 AM

@Brian P Part number F100670789 needs to be returned.

processor • Mar 10, 2026, 10:30 AM

Please let me know the tracking number once you have it so I can update the claim. Thanks.

dealer_or_external • Mar 10, 2026, 12:28 PM

1Z52E94A9095302944

processor • Mar 18, 2026, 10:48 AM

Claim 2510920 paid $2590.98 check 3124168 3/17/2026