sounds like you don’t want to take them to small claims court. I found it to be easy and very effective. Did you try switching which inverter is the lead vs follower?
On Tue, Jun 10, 2025 at 4:07 PM Jason Szumlanski via RE-wrenches < re-wrenches@lists.re-wrenches.org> wrote: > I’m once again dealing with a painful support experience from Sol-Ark > that’s confirming the broader concerns we’ve all been talking about. > > Today a customer's system went completely down due to an AC coupling > issue that seems to have been triggered by a factory reset I was instructed > to perform on a previous visit. On that previous visit, the master > inverter would not connect to MySolArk, regardless of what dongle is used > on it, so remote monitoring is dead. Despite promises of escalation to > Level 3 support last week, no one has followed up. I’m still in the dark, > and the master inverter remains offline. Calling Sol-Ark today was pretty > useless, as they were having phone problems. The level 1 tech I finally > reached was no help whatsoever. They told me the level 2 tech I was > previously talking to would call me. That never happened. Sound familiar? > No follow-through as usual. I "resolved" the AC Coupling issue myself by > turning it off, but we need that solar production! > > I have tried to resolve this MySolArk connection issue on multiple trips > to the site. Any dongle I use in the master inverter connects to MySolArk > (Connection Status OK), and they can see the dongle on their end. But they > can't see the inverter. Replaced the WiFi /RS232 board already under RMA. > That was useless. That was after having to convince the completely > illogical Level 1 support tech that the dongle was not the issue. > > To make matters worse, I have a slave inverter that needs replacement, but > I’m reluctant to proceed while the master is still offline. Sol-Ark’s RMA > process is a mess—slow responses, redundant requests, and a $3,000 deposit > with no real accountability or urgency on their part. Phone calls drop, > emails go unanswered, and when I do get someone, they’re clearly not up to > speed on the case. This isn’t a one-off experience anymore—this is a > pattern. If you’re considering using Sol-Ark on any upcoming projects, > proceed with extreme caution. Their hardware might still check boxes on > paper, but the support is downright awful. > > The return visits to this remote site have easily cost me more than a new > inverter. > > Jason Szumlanski > Principal Solar Designer > Florida Solar Design Group > _______________________________________________ > List sponsored by Redwood Alliance > > Pay optional member dues here: http://re-wrenches.org > > List Address: RE-wrenches@lists.re-wrenches.org > > 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/re-wrenches@lists.re-wrenches.org/ > 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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