Wrenches We have only purchased Cummins gen sets and out rep said that the general issues have been very good for there business which I thought was very interesting Just sayin Jerry On Nov 15, 2015 5:32 PM, "John Blittersdorf" <[email protected]> wrote:
> Luke, > Just saw your post and ditto about Generac's lack of technical > support. I simply want to ask about an error message that is not mentioned > the troubleshooting section of their "installation manual". I was thinking > of taking their training but didn't realize it was $2k. I have sold 14 > Ecogens to date over the last two and a half years and have had problems > with 4 of them. When I consider all the time I have spent trying to get > information and activation from them, I haven't made $2000 on the whole > lot. I like the Ecogen I have one EcoGen 6kw on a mountaintop transmitter > site that has run flawlessly for over 2000 hours in a year and a half. I > monitor it with OpticsRE and after practically living on that mountaintop > nursing a 3000 hour Kohler, I kind of miss the mountaintop. It has been so > flawless that the owner of the site just does the 500 hour oil changes when > they are up working on their transmitters. But being a sales dealer and > being kept in the dark about servicing is not good. I currently have one > that is showing an error message of low output voltage and won't stay > running after firing up. I have called every Generac authorized service > company within 100 miles (7 of them) and cannot get any of them to provide > service in a timely manner. They say 2 weeks or don't offer to come at all > and some will only service the ones they sell because they are just too > stretched out. Understandable but doesn't help. > > I found when I couldn't activate one of the units, waiting two hours on > hold, and trying online only to have it reject a proper physical address or > email address, that calling the sales department did get some internal > communications going. I am going to try that tomorrow when they open. > Leaving customers hanging with warranty issues is problem for their sales > people as well. They DO answer the phone. > > I may have to contact Mac or Chris or if there are any other wrenches with > some ideas. Since I can't get a tech, I will have to go back there again > for the third time to do some troubleshooting myself. Ironically, this > customer previously had > a Generac Guardian purchased at Home Depot that actually lasted 3000 > hours, much to my surprise. > > John Blittersdorf > Central Vermont Solar & Wind > > On Mon, Nov 2, 2015 at 12:19 PM, Luke Christy <[email protected]> > wrote: > >> Hello Wrenches, >> >> I've installed quite a few of the small 6 kW Generac EcoGen units for my >> off-grid customers and have been pretty pleased with them…up to now. The >> 15kW EcoGen unit recently became available and I commissioned one last week >> for a nearby off-grid site. The generator ran fine the first day, then the >> very next day I got a call from the customer saying that the genny auto >> started, ran for less than an hour, then started sounding funny and shut >> off with an error alarm. I made a site visit to check out the problem, and >> found that it would not start. Some further investigation suggests that >> there is some electronic control issue keeping it from running. The error >> code suggests a component failure. >> >> This is a brand new generator with less than 3 hrs of run time. >> >> The real issue I'm facing is that despite the fact that I am a Generac >> "Dealer", Generac refuses to give me access to Tech support or to help me >> with any troubleshooting over the phone. I can't get access to any service >> manuals or, really, anything unless I pay them ~$2k to become a Service >> dealer by attending some Tech training classes and buying a bunch of spare >> parts I will likely never need. In general I'm not opposed to doing this as >> I work on generators all the time and it would be a good niche for my area, >> however it wouldn't help in this case, and I'm not exactly eager to pay >> Generac for training after the brushoff I got when I talked to Customer >> Support about this issue. >> >> Generac says my only option to get any kind of help or service on this >> generator is to contact a Service dealer. As I am based in rural Southern >> CO, the closest Service dealer is 3-1/2 hrs away. Of course this leaves me >> in a lousy position and makes it nearly impossible for me to help my >> customer in a timely manner, as it might take a week to get someone out >> here and then I'll likely have to pay for the drive time because the >> warranty won't cover anything over 100 miles round trip. >> >> I have to say I'm pretty much appalled at this lack of support for an >> obvious warranty issue with a brand new product. >> >> I know we've had some Generac discussions on here before. Seems like we >> may even have a couple of Generac Service folks on this list. Any advice on >> how I could get some troubleshooting help without bringing someone in from >> halfway across the state? Or does anyone know of a good Generac forum where >> I might be able to get some help? >> >> Thanks as always. I appreciate this list. >> >> -Luke >> >> NABCEP Certified PV Installation Professional™: Certification #031409-25 >> NABCEP Certified Solar Heating Installer™: Certification #ST032611-03 >> >> Solar Gain Services, LLC >> PO Box 531 >> Monte Vista, CO. 81144 >> [email protected] >> 719.588.3044 >> www.sgsrenewables.com >> >> >> >> >> >> >> >> >> >> _______________________________________________ >> List sponsored by Redwood Alliance >> >> List Address: [email protected] >> >> Change listserver email address & settings: >> http://lists.re-wrenches.org/options.cgi/re-wrenches-re-wrenches.org >> >> List-Archive: >> http://www.mail-archive.com/[email protected]/maillist.html >> >> List rules & etiquette: >> www.re-wrenches.org/etiquette.htm >> >> Check out or update participant bios: >> www.members.re-wrenches.org >> >> > > _______________________________________________ > List sponsored by Redwood Alliance > > List Address: [email protected] > > Change listserver email address & settings: > http://lists.re-wrenches.org/options.cgi/re-wrenches-re-wrenches.org > > List-Archive: > http://www.mail-archive.com/[email protected]/maillist.html > > List rules & etiquette: > www.re-wrenches.org/etiquette.htm > > Check out or update participant bios: > www.members.re-wrenches.org > > >
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