Hi William;
Yes I'm getting too old to let manufacturers off the hook anymore. They
just don't pay me enough (wink, maybe if I ever was compensated for
service calls?)
Unfortunately I have had the exact same experience with SMA's phone tech
support. I was having setup issues that were not covered in the manual
and they acted like I was an idiot. They walked me through it and I got
it working , and then after I asked "where does it say that in the
manual?" I then recited several verses from their manual that bolstered
my faulty reasoning. He finally mellowed out a bit, realized I was
somewhat knowledgable, and admitted it wasn't in the manual, and that
they needed to update it. (hmmm...)
Ultimately, I can deal with the attitude as long as they answer the
phone and can fix the problem; it's better than someone being super nice
but just wasting your time. Of course both fixing the problem and being
friendly would be even better.
Attention SMA tech support: William, I, and many on this list were
installing off grid systems when you were still fudging in your diapers.
We read the manual first, and only call when we still can't figure
it out. We're the ones out there in the woods trying to make SMA
equipment work while the nervous customer looks over our shoulder.
Respect.
Thanks,
R.Ray Walters
CTO, Solarray, Inc
Nabcep Certified PV Installer,
Licensed Master Electrician
Solar Design Engineer
303 505-8760
On 2/11/2015 5:44 PM, [email protected] wrote:
Friends:
6.I have had a difficult time working with most of the phone support
technicians at SMA. From the very beginning most of them have
presented an attitude of arrogance and condescension. I have had the
quality of my work called into question without any evidence to
support that position. I have experienced long delays in receiving
replies. I have seen technicians present incomplete diagnoses.
Fortunately Scoey Wildey of SMA was in town while we were rebuilding a
commercial Sunny Boy system and he came and inspected our work and
could vouch for it. I have found one highly professional, competent
person at SMA who used to be in tech support who will take my calls.
I’d like to give him credit but I don’t want to share him. Also, Steve
Jefferson and Scoey Wildey have intervened on my behalf on a few
occasions and I am grateful to them.
7.I am wondering if anyone else has had a similar experience with SMA
tech support. If it is not just me, maybe several of us could contact
SMA management and ask that they augment the training of the phone
support crew. I am sure they are capable of improving on their
skills, both technical and interpersonal. We all know people in the
industry that stand above the rest in professional demeanor, Rick
Cullen, for example. I try to emulate his always-available,
always-helpful, open-minded approach to dealing with people and
challenges. We should expect this of all manufacturer’s representatives.
Thanks to any of you who are willing to review my many questions and
offer suggestions or comments.
Sincerely,
William Miller
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