Services and Parts
If there is a component failure within your system, sonnen may work with your installer to repair or replace the damaged part. In this case, we will ship the component to you or to your installer.
When will my replacement part arrive?
Once the service order has been processed, the goal is to ship the replacement parts within 1 week.
Continuous communication will ensure that you remain informed of the process including the tracking information once the part has been shipped.
Where is my Return Label?
Once the service order information is entered in the system, the Return order number is sent to the customer via email.
The service coordinator provides the logistics form to installer/customer. Once the form is completed, an email is generated with the tracking number and return label shipped to the address provided both to the customer and installer.
Are there any variations for palletized vs non-palletized parts?
No, both require the completion of the logistics form.
How can I contact sonnen’s Service team? What are their hours of operation?
Following are the different methods that you can contact the Service team –
- Phone: +1 (818) 824-6363
- Email: service@sonnen-batterie.com
- Customer Portal
- Web browser: mysonnen.de
- Mobile app: my sonnen
- Partner Portal (If you are a Partner)
- account.sonnen.de/users/sign_in
The team is available for live support during regular business hours– Monday to Friday (8AM – 8PM)
