Scott:
I can’t help with advice on the particular technical issue. I can sympathize, however. This communication to the client is most unfortunate and really bad contractor relations. You can communicate with your customer to clear up misinformation, but it is hard to undo this kind of damage to your reputation. A retraction from the manufacturer is really the only remedy. I hope you can arrange that. I feel your pain. Fronious did the same thing to me a while ago and it killed a second large project on the same commercial property. This is another reason I quit using Fronious. Manufacturers' reps on this site, please take notice. William Miller Miller Solar 17395 Oak Road, Atascadero, CA 93422 805-438-5600 www.millersolar.com CA Lic. 773985 *From:* RE-wrenches [mailto:[email protected]] *On Behalf Of *Scot Arey via RE-wrenches *Sent:* Monday, August 15, 2022 4:55 PM *To:* 'RE-wrenches' *Cc:* [email protected] *Subject:* [RE-wrenches] Has anyone ever had one of his customers get a note from SolarEdge like this one? We just had the second SE7600 Energy Hub internal error in a year at one of our sites. Our customer none too pleased as you might imagine. We send in pics to SolarEdge and they say they are assessing since this is 2nd inverter failure. Customer gets super upset and calls SE to be told – and I’m summarizing – oh, your installer didn’t send in what we need. Huh? We sent in the pics as requested and were told they were assessing and not once have we been asked for further details or better pics, even after we called back for updates. The customer insists to SE, “send me new inverter” and SE sends this attached note to the customer. I almost fell over…I’ve put in hundreds and hundreds of SolarEdge to include many dual-inverter/BUI/storage systems and to have a tech roll me and my company under the bus like this is stunning. Has this happened to anyone else? P.S. – I tried calling SE today for support and was told the wait was “116 minutes.” This just isn’t working. I can’t be the only one. Posted this on LinkedIn a month ago – no retractions: https://www.linkedin.com/feed/update/urn:li:ugcPost:6948389740500987904?utm_source=linkedin_share&utm_medium=member_desktop_share&utm_content=post
_______________________________________________ List sponsored by Redwood Alliance Pay optional member dues here: http://re-wrenches.org List Address: [email protected] Change listserver email address & settings: http://lists.re-wrenches.org/options.cgi/re-wrenches-re-wrenches.org There are two list archives for searching. When one doesn't work, try the other: https://www.mail-archive.com/[email protected]/ http://lists.re-wrenches.org/pipermail/re-wrenches-re-wrenches.org List rules & etiquette: http://www.re-wrenches.org/etiquette.htm Check out or update participant bios: http://www.members.re-wrenches.org
