I should add a few more points. (1) Everything that I have said pertains to phone-in, post-sales technical support.
(2) I generally find the Xantrex products to be of high quality (with one well-known exception). (3) Once I have drilled-up (?) the organization to the product manager level I have experienced timely and more than adequate support. - Peter Peter T. Parrish, Ph.D., President California Solar Engineering, Inc. 820 Cynthia Ave., Los Angeles, CA 90065 Ph 323-258-8883, Mobile 323-839-6108, Fax 323-258-8885 CA Lic. 854779, NABCEP Cert. 031806-26 [EMAIL PROTECTED] -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Todd Cory Sent: Thursday, August 14, 2008 8:31 AM To: [email protected] Subject: Re: [RE-wrenches] XW SERVICE Is there still a Xantrex rep here to reply to this? Todd Peter Parrish wrote: >Let me put in my two cents worth about Xantrex technical support. I >typically am put on hold for 15-20 minutes, sometime more, before I get a >human on the line. Sometimes after giving them a short synopsis of the >problem I am having, I'm told by the person I am talking to that they want >to transfer me to someone with more experience in that area. This invokes >another wait -- usually less than the first (sometimes, rarely, I never get >to talk to tech support person about my problem, at all that first day). In >all, I can wait as much as 45 minutes before I can actually start a dialog >about the problem at hand. > >Let me choose my words carefully. Personally, this level of technical >support is unacceptable. It is infuriating to be at a customer site, using a >cell phone, under difficult conditions (100 F temperatures) -- and to have >to deal with 45 minutes delays, or no help at all. I have worked in the high >tech field all my adult life (IC design, software development, high speed >communications) and my experience with Xantrex ranks among the worst. > >All companies have to balance the resources they apply to tech support >including the fluctuations in call volume. New products typically cause a >spike in volume for the obvious reasons. Nonetheless, most companies figure >all this out. The ones that don't should cause their customers (us) concern >that greater challenges are taking precedence. I hope that in not the case >with Xantrex. > > _______________________________________________ List sponsored by Home Power magazine [email protected] http://lists.re-wrenches.org/listinfo.cgi/re-wrenches-re-wrenches.org List rules & etiquette: http://www.re-wrenches.org/etiquette.htm Check out participant bios: www.members.re-wrenches.org _______________________________________________ List sponsored by Home Power magazine [email protected] http://lists.re-wrenches.org/listinfo.cgi/re-wrenches-re-wrenches.org List rules & etiquette: http://www.re-wrenches.org/etiquette.htm Check out participant bios: www.members.re-wrenches.org
