Apologies my Google keeps thinking I have no name lol, this is Joe Nelson over at Sustainable Energy Group.. (thank you Michael my apologies)
On Mon, Aug 15, 2022, 6:53 PM No Name <[email protected]> wrote: > Very disappointing to say the least. > > My strategy has had to adapt at least a dozen times through the years as > we are between a rock and a hard place out here on the left coast (between > lack of equipment availability and cleaning up other's messes almost > constantly). > > Scot, do you ever get the option for a "call back"? Usually with a wait > time that long they give you an option to be called back in the same amount > of time. > > But then you're not onsite, and many of their lame diagnostics require a > tech to be onsite. > > I frequently use the chat (online) support, as you can choose an option to > have your chat transcript emailed to you (make sure you check the box in > chat) which at least lends supporting evidence to the conversation. > > I also encourage you to seek some sort of interaction from SE and a > retraction of their error. Don't let the lower foot soldiers (lvl 1 tech > support) stop you, politely keep insisting you speak with a higher lvl tech > to resolve the issue. I am certain my face is on their dartboard as some > days these issues required calling & chat support multiple times in one > day. Be polite, but be unrelenting. > > Continued success will be increasingly difficult, as manufacturers "race > to the bottom". ( I miss the days of old Xantrex and SunnyBoys). > > On Mon, Aug 15, 2022, 6:26 PM Jason Szumlanski via RE-wrenches < > [email protected]> wrote: > >> We never sold SE and never will. Their service has always been pretty >> poor and recently it's just bottom of the barrel. Blaming everything on >> installers and making you jump through asinine diagnostic hoops is the name >> of their service game. They don't seem to want to solve issues, or at least >> they want to avoid responsibility for defective products. This is in stark >> contrast to the big orange 'e' that recognizes they have defect issues from >> time to time, but resolves things routinely with mostly competent level 1 >> techs, and often without site visits. >> >> On Friday I got bounced around to three departments over 2 hours at SE >> only for the last guy to tell me he needed to send me to another department >> - except I recognized his name as someone who had emailed my client that he >> was taking personal responsibility for the issue. Busted! I demanded that >> he stay on the line and resolve the issue, which he ultimately did, to his >> credit. >> >> I can't remember the last time I was up against a SE proposal in Florida. >> Everyone has jumped ship apparently and only offer microinverters. It's >> very reminiscent of Fronius as another Wrench pointed out. Fronius used to >> dominate here until they started the same nonsense on-site diagnostic >> requirements. I'm not waiting on on hold, on site, for hours because you >> can't pick up the phone in a reasonable timeframe, only to be given the >> runaround for an obviously defective piece of hardware. Send pictures of my >> Fluke measurements? I think not. >> >> My client from Friday just signed a $9,000 contract with me to send her >> SolarEdge gear to the landfill and replace it with microinverters. >> Seriously. People are fed up (consumers and contractors). >> >> Jason Szumlanski >> Florida Solar Design Group >> >> >> >> >> On Mon, Aug 15, 2022, 7:55 PM Scot Arey via RE-wrenches < >> [email protected]> wrote: >> >>> 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 >> >>
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