date:20151208

[RE-wrenches] Outback customer service???

2015-12-08 Thread Starlight Solar Power Systems

Does anyone know how to reach Outback customer service? I have called, waited 
and left messages and emailed them with no response.

Thank you,

Larry 


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Re: [RE-wrenches] Outback customer service???

2015-12-08 Thread Starlight Solar Power Systems

Jay, Thats just nuts!

I have long wondered why companies like this don’t separate customer service to 
“professionals” or "dealers” who are promoting, selling and installing their 
products from the “consumers” that bought the product online and may not have 
even read the manual. We, the wrenches, should have our own contact number or 
person.

I did receive a voice mail from Outback (thank-you) now I am trying to reach 
them again to actually place a parts order.

Larry

On Dec 8, 2015, at 9:50 AM, jay  wrote:

tech support is
360-618-4363

don’t leave a message unless you can wait for a few weeks.

jay
> On Dec 8, 2015, at 8:46 AM, Starlight Solar Power Systems 
> > wrote:
> 
> Does anyone know how to reach Outback customer service? I have called, waited 
> and left messages and emailed them with no response.
> 
> Thank you,
> 
> Larry 
> 
> 

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Re: [RE-wrenches] Outback customer service???

2015-12-08 Thread jay

tech support is
360-618-4363

don’t leave a message unless you can wait for a few weeks.

jay
> On Dec 8, 2015, at 8:46 AM, Starlight Solar Power Systems 
>  wrote:
> 
> Does anyone know how to reach Outback customer service? I have called, waited 
> and left messages and emailed them with no response.
> 
> Thank you,
> 
> Larry 
> 
> 
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Re: [RE-wrenches] Outback customer service???

2015-12-08 Thread Ray Walters


HI Larry;

I second your suggestion that dealers have a separate, expedited contact 
line that reaches someone with a higher level of expertise.

1) We're repeat customers, and their front line sales team.
2) We're not going to call unless its something trickier to figure out.
This has been a long term problem with several of the manufacturers.

R.Ray Walters
CTO, Solarray, Inc
Nabcep Certified PV Installer,
Licensed Master Electrician
Solar Design Engineer
303 505-8760

On 12/8/2015 10:59 AM, Starlight Solar Power Systems wrote:

Jay, Thats just nuts!

I have long wondered why companies like this don’t separate customer 
service to “professionals” or "dealers” who are promoting, selling and 
installing their products from the “consumers” that bought the product 
online and may not have even read the manual. We, the wrenches, should 
have our own contact number or person.


I did receive a voice mail from Outback (thank-you) now I am trying to 
reach them again to actually place a parts order.


Larry

On Dec 8, 2015, at 9:50 AM, jay > wrote:


tech support is
360-618-4363

don’t leave a message unless you can wait for a few weeks.

jay
On Dec 8, 2015, at 8:46 AM, Starlight Solar Power Systems 
> wrote:


Does anyone know how to reach Outback customer service? I have 
called, waited and left messages and emailed them with no response.


Thank you,

Larry




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Re: [RE-wrenches] Outback customer service???

2015-12-08 Thread penobscotsolar

I too have been frustrated with Outback tech support. I have sat on hold
for as long as 40 minutes before anyone picked up. I have suggested they
have a "dealers only" line and as any good customer support person would,
they empathized with me..One tech actually told me the majority of
their callers were dealers. I think this speaks to the added problem
battery based systems and so many new dealers installing them has brought
to the industry, but I still feel Outback is doing a disservice to us
all..



> HI Larry;
>
> I second your suggestion that dealers have a separate, expedited contact
> line that reaches someone with a higher level of expertise.
> 1) We're repeat customers, and their front line sales team.
> 2) We're not going to call unless its something trickier to figure out.
> This has been a long term problem with several of the manufacturers.
>
> R.Ray Walters
> CTO, Solarray, Inc
> Nabcep Certified PV Installer,
> Licensed Master Electrician
> Solar Design Engineer
> 303 505-8760
>
> On 12/8/2015 10:59 AM, Starlight Solar Power Systems wrote:
>> Jay, Thats just nuts!
>>
>> I have long wondered why companies like this dont separate customer
>> service to professionals or "dealers who are promoting, selling and
>> installing their products from the consumers that bought the product
>> online and may not have even read the manual. We, the wrenches, should
>> have our own contact number or person.
>>
>> I did receive a voice mail from Outback (thank-you) now I am trying to
>> reach them again to actually place a parts order.
>>
>> Larry
>>
>> On Dec 8, 2015, at 9:50 AM, jay > > wrote:
>>
>> tech support is
>> 360-618-4363
>>
>> dont leave a message unless you can wait for a few weeks.
>>
>> jay
>>> On Dec 8, 2015, at 8:46 AM, Starlight Solar Power Systems
>>> > wrote:
>>>
>>> Does anyone know how to reach Outback customer service? I have
>>> called, waited and left messages and emailed them with no response.
>>>
>>> Thank you,
>>>
>>> Larry
>>>
>>>
>>
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>> www.members.re-wrenches.org
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Re: [RE-wrenches] Outback customer service???

2015-12-08 Thread Gregory Seelhorst

I've seen Phil Undercuffler mentioned in this group who worked there last I
know.

Greg
On Dec 8, 2015 2:22 PM, "Dana"  wrote:

> Same here is some one on line from Outback following this? Comment?
>
>
> 
> Dana Orzel
> Great Solar Works, Inc -  NABCEP # 051112-136
> E - d...@solarwork.com  - Web - solarwork.com
> O - 970.626.5253  C - 208.721.7003
> "Responsible Technologies for Responsible People since 1988"
>  Please consider the environment before printing this email.
>
>
>
> -Original Message-
> From: RE-wrenches [mailto:re-wrenches-boun...@lists.re-wrenches.org] On
> Behalf Of penobscotso...@midmaine.com
> Sent: Tuesday, December 08, 2015 12:54 PM
> To: RE-wrenches
> Subject: Re: [RE-wrenches] Outback customer service???
>
> I too have been frustrated with Outback tech support. I have sat on hold
> for as long as 40 minutes before anyone picked up. I have suggested they
> have a "dealers only" line and as any good customer support person would,
> they empathized with me..One tech actually told me the majority of
> their callers were dealers. I think this speaks to the added problem
> battery based systems and so many new dealers installing them has brought
> to the industry, but I still feel Outback is doing a disservice to us
> all..
>
>
>
> > HI Larry;
> >
> > I second your suggestion that dealers have a separate, expedited
> > contact line that reaches someone with a higher level of expertise.
> > 1) We're repeat customers, and their front line sales team.
> > 2) We're not going to call unless its something trickier to figure out.
> > This has been a long term problem with several of the manufacturers.
> >
> > R.Ray Walters
> > CTO, Solarray, Inc
> > Nabcep Certified PV Installer,
> > Licensed Master Electrician
> > Solar Design Engineer
> > 303 505-8760
> >
> > On 12/8/2015 10:59 AM, Starlight Solar Power Systems wrote:
> >> Jay, Thats just nuts!
> >>
> >> I have long wondered why companies like this don’t separate customer
> >> service to “professionals” or "dealers” who are promoting, selling
> >> and installing their products from the “consumers” that bought the
> >> product online and may not have even read the manual. We, the
> >> wrenches, should have our own contact number or person.
> >>
> >> I did receive a voice mail from Outback (thank-you) now I am trying
> >> to reach them again to actually place a parts order.
> >>
> >> Larry
> >>
> >> On Dec 8, 2015, at 9:50 AM, jay  >> > wrote:
> >>
> >> tech support is
> >> 360-618-4363
> >>
> >> don’t leave a message unless you can wait for a few weeks.
> >>
> >> jay
> >>> On Dec 8, 2015, at 8:46 AM, Starlight Solar Power Systems
> >>> > wrote:
> >>>
> >>> Does anyone know how to reach Outback customer service? I have
> >>> called, waited and left messages and emailed them with no response.
> >>>
> >>> Thank you,
> >>>
> >>> Larry
> >>>
> >>>
> >>
> >> ___
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> >> 
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> >> www.members.re-wrenches.org
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> >>
> >>
> >>
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Re: [RE-wrenches] Outback customer service???

2015-12-08 Thread Dana

Same here is some one on line from Outback following this? Comment?


Dana Orzel 
Great Solar Works, Inc -  NABCEP # 051112-136
E - d...@solarwork.com  - Web - solarwork.com 
O - 970.626.5253  C - 208.721.7003
"Responsible Technologies for Responsible People since 1988"  
 Please consider the environment before printing this email.



-Original Message-
From: RE-wrenches [mailto:re-wrenches-boun...@lists.re-wrenches.org] On Behalf 
Of penobscotso...@midmaine.com
Sent: Tuesday, December 08, 2015 12:54 PM
To: RE-wrenches
Subject: Re: [RE-wrenches] Outback customer service???

I too have been frustrated with Outback tech support. I have sat on hold for as 
long as 40 minutes before anyone picked up. I have suggested they have a 
"dealers only" line and as any good customer support person would, they 
empathized with me..One tech actually told me the majority of their 
callers were dealers. I think this speaks to the added problem battery based 
systems and so many new dealers installing them has brought to the industry, 
but I still feel Outback is doing a disservice to us all..



> HI Larry;
>
> I second your suggestion that dealers have a separate, expedited 
> contact line that reaches someone with a higher level of expertise.
> 1) We're repeat customers, and their front line sales team.
> 2) We're not going to call unless its something trickier to figure out.
> This has been a long term problem with several of the manufacturers.
>
> R.Ray Walters
> CTO, Solarray, Inc
> Nabcep Certified PV Installer,
> Licensed Master Electrician
> Solar Design Engineer
> 303 505-8760
>
> On 12/8/2015 10:59 AM, Starlight Solar Power Systems wrote:
>> Jay, Thats just nuts!
>>
>> I have long wondered why companies like this don’t separate customer 
>> service to “professionals” or "dealers” who are promoting, selling 
>> and installing their products from the “consumers” that bought the 
>> product online and may not have even read the manual. We, the 
>> wrenches, should have our own contact number or person.
>>
>> I did receive a voice mail from Outback (thank-you) now I am trying 
>> to reach them again to actually place a parts order.
>>
>> Larry
>>
>> On Dec 8, 2015, at 9:50 AM, jay > > wrote:
>>
>> tech support is
>> 360-618-4363
>>
>> don’t leave a message unless you can wait for a few weeks.
>>
>> jay
>>> On Dec 8, 2015, at 8:46 AM, Starlight Solar Power Systems 
>>> > wrote:
>>>
>>> Does anyone know how to reach Outback customer service? I have 
>>> called, waited and left messages and emailed them with no response.
>>>
>>> Thank you,
>>>
>>> Larry
>>>
>>>
>>
>> ___
>> List sponsored by Redwood Alliance
>>
>> List Address: RE-wrenches@lists.re-wrenches.org 
>> 
>>
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>> www.members.re-wrenches.org
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>>
>>
>>
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>
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Change

Re: [RE-wrenches] Outback customer service?

2015-12-08 Thread Rebekah Hren

Advice I often give to students in PV classes: if you are trying to decide
between two similar pieces of equipment at a similar cost (rack, inverter,
modules, whatever), try calling the tech support line to ask a technical
question and see what happens. Does anyone answer and how quickly? If so
does that person have a clue as to how to answer your question? If they
don't know how quickly can they get you to someone who does? I know things
wax and wane over time at any company, but you can sure learn a lot about a
company calling the tech support line before you spec equipment.

I would just add that it's pretty amazing Midnite puts their tech support
folks names, phone numbers and email addresses on their website. I don't
think I've seen any other PV company do that.

Rebekah


On Tue, Dec 8, 2015 at 5:15 PM, Starlight Solar Power Systems <
la...@starlightsolar.com> wrote:

> Hi Peter,
>
> I only had the option to leave a message and after about 1 hour on hold I
> did so. That was a week ago. I had not heard of calling at a specific hour.
> Is this something they suggest? Where did you hear of this 0700 calling
> time?
>
> Larry
>
>
>
> On Dec 8, 2015, at 3:00 PM, Peter Parrish 
> wrote:
>
> Phil Undercuffler has the title of Chief Technologist, Product Development
> – or something to that effect. I suggest not trying to reach him with
> run-of-the-mill issues, but if your want to engage him about future product
> development, or to get confirmation about utility issues, NEM 2.0, industry
> trends, etc. he is the best person at Outback Power to talk to. If you want
> to know more about how to program the Radian Series, he could point you to
> the right person.
>
> I think a lot of problems with Outback can be traced to their off-grid
> history…
>
> Has anyone tried to make a telecon appointment with Outback Tech Support:
> call them at 0700 h PT and ask to get a call back at a certain time later
> in the day?
>
>
> -  Peter
>
> Peter T. Parrish, Ph.D.
> President, SolarGnosis
> 1107 Fair Oaks Ave.
> Suite 351
> South Pasadena, CA 91030
> (323) 839-6108
> peter...@pobox.com
>
>
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-- 
Tel: 336.266.8800
NABCEP Certified Solar PV Installation Professional™ 091209-85
NC Licensed Electrical Contractor
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Re: [RE-wrenches] Outback customer service???

2015-12-08 Thread Tump

I just got off the phone w/ Sandra Herrera, making her aware of this thread. 
Sandra said she is aware of our frustrations and is working to correct this. 
While she is relative new at OB she feels that she does have their support to 
develop something that may satisfy our needs regarding a dealer only line. I 
doubt that this will happen overnight but as she; said WE THE INSTALLERS are 
the most important part of OB. Without us being confident in their support, we 
the installers, will sell other products.
 She is open to suggestions and is looking for feed back.. that would be 
creative feed back folks.  Tump
On Dec 8, 2015, at 2:56 PM, Dana wrote:

> Same here is some one on line from Outback following this? Comment?
> 
> 
> Dana Orzel 
> Great Solar Works, Inc -  NABCEP # 051112-136
> E - d...@solarwork.com  - Web - solarwork.com 
> O - 970.626.5253  C - 208.721.7003
> "Responsible Technologies for Responsible People since 1988"  
>  Please consider the environment before printing this email.
> 
> 
> 
> -Original Message-
> From: RE-wrenches [mailto:re-wrenches-boun...@lists.re-wrenches.org] On 
> Behalf Of penobscotso...@midmaine.com
> Sent: Tuesday, December 08, 2015 12:54 PM
> To: RE-wrenches
> Subject: Re: [RE-wrenches] Outback customer service???
> 
> I too have been frustrated with Outback tech support. I have sat on hold for 
> as long as 40 minutes before anyone picked up. I have suggested they have a 
> "dealers only" line and as any good customer support person would, they 
> empathized with me..One tech actually told me the majority of their 
> callers were dealers. I think this speaks to the added problem battery based 
> systems and so many new dealers installing them has brought to the industry, 
> but I still feel Outback is doing a disservice to us all..
> 
> 
> 
>> HI Larry;
>> 
>> I second your suggestion that dealers have a separate, expedited 
>> contact line that reaches someone with a higher level of expertise.
>> 1) We're repeat customers, and their front line sales team.
>> 2) We're not going to call unless its something trickier to figure out.
>> This has been a long term problem with several of the manufacturers.
>> 
>> R.Ray Walters
>> CTO, Solarray, Inc
>> Nabcep Certified PV Installer,
>> Licensed Master Electrician
>> Solar Design Engineer
>> 303 505-8760
>> 
>> On 12/8/2015 10:59 AM, Starlight Solar Power Systems wrote:
>>> Jay, Thats just nuts!
>>> 
>>> I have long wondered why companies like this don’t separate customer 
>>> service to “professionals” or "dealers” who are promoting, selling 
>>> and installing their products from the “consumers” that bought the 
>>> product online and may not have even read the manual. We, the 
>>> wrenches, should have our own contact number or person.
>>> 
>>> I did receive a voice mail from Outback (thank-you) now I am trying 
>>> to reach them again to actually place a parts order.
>>> 
>>> Larry
>>> 
>>> On Dec 8, 2015, at 9:50 AM, jay >> > wrote:
>>> 
>>> tech support is
>>> 360-618-4363
>>> 
>>> don’t leave a message unless you can wait for a few weeks.
>>> 
>>> jay
 On Dec 8, 2015, at 8:46 AM, Starlight Solar Power Systems 
 > wrote:
 
 Does anyone know how to reach Outback customer service? I have 
 called, waited and left messages and emailed them with no response.
 
 Thank you,
 
 Larry
 
 
>>> 
>>> ___
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Re: [RE-wrenches] Outback customer service?

2015-12-08 Thread Matt Partymiller

Larry,

I have had as much or more difficulty reaching Outback as what anyone here
has explained (and experiences that belong in another forum).  I don't
think what Peter describes is something Outback will remotely support.  In
fact, I have had Outback techs provide me a process for fixing/testing a
problem, say they cannot wait 15 minutes on hold for me to fix/test the
problem, and then tell me they are not allowed to call me back in 15
minutes to check on the fix - instead directing me to call back in to tech
support so I can spend an hour on hold only to end up talking with a
different tech who knows nothing about the issue (presumably I am on the
Outback blacklist).

For what it is worth, my observation has been that calling around 6 AM PST
meets with more luck than anything mid-day or late day.  I assume all the
west coast folks pile on to my calls by around 10-11 EST.  Just an
anecdotal observation.  No hard data.

Best of luck.

Matt



On Tue, December 8, 2015 5:15 pm, Starlight Solar Power Systems wrote:
> Hi Peter,
>
>
> I only had the option to leave a message and after about 1 hour on hold I
> did so. That was a week ago. I had not heard of calling at a specific
> hour. Is this something they suggest? Where did you hear of this 0700
> calling time?
>
> Larry
>
>
>
>
> On Dec 8, 2015, at 3:00 PM, Peter Parrish 
> wrote:
>
>
> Phil Undercuffler has the title of Chief Technologist, Product
> Development â or something to that effect. I suggest not trying to
> reach him with run-of-the-mill issues, but if your want to engage him
> about future product development, or to get confirmation about utility
> issues, NEM 2.0, industry trends, etc. he is the best person at Outback
> Power to talk to. If you want to know more about how to program the
> Radian Series, he could point you to the right person.
>
>
> I think a lot of problems with Outback can be traced to their off-grid
> historyâ¦
>
> Has anyone tried to make a telecon appointment with Outback Tech Support:
> call them at 0700 h PT and ask to get a call back at a certain time later
> in the day?
>
> -  Peter
>
>
> Peter T. Parrish, Ph.D.
> President, SolarGnosis
> 1107 Fair Oaks Ave.
> Suite 351
> South Pasadena, CA 91030
> (323) 839-6108
> peter...@pobox.com
>
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>
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>
>
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>


Matthew Partymiller
Solar Energy Solutions LLC
(877) 312-7456
m...@solar-energy-solutions.com


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Re: [RE-wrenches] Outback customer service???

2015-12-08 Thread Jay

This is in no way a reflection on the techs. They are overworked IMHO. 

I got an answer yesterday after just a few minutes.  

Jay
Peltz power. 

Sent from my iPhone

> On Dec 8, 2015, at 11:56 AM, Dana  wrote:
> 
> Same here is some one on line from Outback following this? Comment?
> 
> 
> Dana Orzel 
> Great Solar Works, Inc -  NABCEP # 051112-136
> E - d...@solarwork.com  - Web - solarwork.com 
> O - 970.626.5253  C - 208.721.7003
> "Responsible Technologies for Responsible People since 1988"  
>  Please consider the environment before printing this email.
> 
> 
> 
> -Original Message-
> From: RE-wrenches [mailto:re-wrenches-boun...@lists.re-wrenches.org] On 
> Behalf Of penobscotso...@midmaine.com
> Sent: Tuesday, December 08, 2015 12:54 PM
> To: RE-wrenches
> Subject: Re: [RE-wrenches] Outback customer service???
> 
> I too have been frustrated with Outback tech support. I have sat on hold for 
> as long as 40 minutes before anyone picked up. I have suggested they have a 
> "dealers only" line and as any good customer support person would, they 
> empathized with me..One tech actually told me the majority of their 
> callers were dealers. I think this speaks to the added problem battery based 
> systems and so many new dealers installing them has brought to the industry, 
> but I still feel Outback is doing a disservice to us all..
> 
> 
> 
>> HI Larry;
>> 
>> I second your suggestion that dealers have a separate, expedited 
>> contact line that reaches someone with a higher level of expertise.
>> 1) We're repeat customers, and their front line sales team.
>> 2) We're not going to call unless its something trickier to figure out.
>> This has been a long term problem with several of the manufacturers.
>> 
>> R.Ray Walters
>> CTO, Solarray, Inc
>> Nabcep Certified PV Installer,
>> Licensed Master Electrician
>> Solar Design Engineer
>> 303 505-8760
>> 
>>> On 12/8/2015 10:59 AM, Starlight Solar Power Systems wrote:
>>> Jay, Thats just nuts!
>>> 
>>> I have long wondered why companies like this don’t separate customer 
>>> service to “professionals” or "dealers” who are promoting, selling 
>>> and installing their products from the “consumers” that bought the 
>>> product online and may not have even read the manual. We, the 
>>> wrenches, should have our own contact number or person.
>>> 
>>> I did receive a voice mail from Outback (thank-you) now I am trying 
>>> to reach them again to actually place a parts order.
>>> 
>>> Larry
>>> 
>>> On Dec 8, 2015, at 9:50 AM, jay >> > wrote:
>>> 
>>> tech support is
>>> 360-618-4363
>>> 
>>> don’t leave a message unless you can wait for a few weeks.
>>> 
>>> jay
 On Dec 8, 2015, at 8:46 AM, Starlight Solar Power Systems 
 > wrote:
 
 Does anyone know how to reach Outback customer service? I have 
 called, waited and left messages and emailed them with no response.
 
 Thank you,
 
 Larry
>>> 
>>> ___
>>> List sponsored by Redwood Alliance
>>> 
>>> 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
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>>> t.html
>>> 
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>>> 
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>>> www.members.re-wrenches.org
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Re: [RE-wrenches] Outback customer service?

2015-12-08 Thread Peter Parrish

I once needed some tech support regarding setting up OpticRE at the customer 
site; and fairly early in the AM I called in and I got them to “try to” call me 
back at 11:00 AM the same day -- and they did!

 

Peter T. Parrish, Ph.D.

President, SolarGnosis

1107 Fair Oaks Ave.

Suite 351

South Pasadena, CA 91030

(323) 839-6108

peter...@pobox.com

 

From: RE-wrenches [mailto:re-wrenches-boun...@lists.re-wrenches.org] On Behalf 
Of Starlight Solar Power Systems
Sent: Tuesday, December 08, 2015 2:16 PM
To: RE-wrenches
Subject: Re: [RE-wrenches] Outback customer service?

 

Hi Peter,

 

I only had the option to leave a message and after about 1 hour on hold I did 
so. That was a week ago. I had not heard of calling at a specific hour. Is this 
something they suggest? Where did you hear of this 0700 calling time?

 

Larry

 

 

On Dec 8, 2015, at 3:00 PM, Peter Parrish  wrote:

 

Phil Undercuffler has the title of Chief Technologist, Product Development – or 
something to that effect. I suggest not trying to reach him with 
run-of-the-mill issues, but if your want to engage him about future product 
development, or to get confirmation about utility issues, NEM 2.0, industry 
trends, etc. he is the best person at Outback Power to talk to. If you want to 
know more about how to program the Radian Series, he could point you to the 
right person.

 

I think a lot of problems with Outback can be traced to their off-grid history…

 

Has anyone tried to make a telecon appointment with Outback Tech Support: call 
them at 0700 h PT and ask to get a call back at a certain time later in the day?

 

-  Peter

 

Peter T. Parrish, Ph.D.

President, SolarGnosis

1107 Fair Oaks Ave.

Suite 351

South Pasadena, CA 91030

(323) 839-6108

peter...@pobox.com

 

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Re: [RE-wrenches] Outback customer service???

2015-12-08 Thread penobscotsolar

I talked to David Hamilton (head of technical support) about this almost
six months ago. I'm not sure why, but things have not changed as of yet.
Hopefully soon.


> I just got off the phone w/ Sandra Herrera, making her aware of this
> thread. Sandra said she is aware of our frustrations and is working to
> correct this. While she is relative new at OB she feels that she does have
> their support to develop something that may satisfy our needs regarding a
> dealer only line. I doubt that this will happen overnight but as she; said
> WE THE INSTALLERS are the most important part of OB. Without us being
> confident in their support, we the installers, will sell other products.
>  She is open to suggestions and is looking for feed back.. that would be
> creative feed back folks.  Tump
> On Dec 8, 2015, at 2:56 PM, Dana wrote:
>
>> Same here is some one on line from Outback following this? Comment?
>>
>> 
>> Dana Orzel
>> Great Solar Works, Inc -  NABCEP # 051112-136
>> E - d...@solarwork.com  - Web - solarwork.com
>> O - 970.626.5253  C - 208.721.7003
>> "Responsible Technologies for Responsible People since 1988"
>> ï Please consider the environment before printing this email.
>>
>>
>>
>> -Original Message-
>> From: RE-wrenches [mailto:re-wrenches-boun...@lists.re-wrenches.org] On
>> Behalf Of penobscotso...@midmaine.com
>> Sent: Tuesday, December 08, 2015 12:54 PM
>> To: RE-wrenches
>> Subject: Re: [RE-wrenches] Outback customer service???
>>
>> I too have been frustrated with Outback tech support. I have sat on hold
>> for as long as 40 minutes before anyone picked up. I have suggested they
>> have a "dealers only" line and as any good customer support person
>> would, they empathized with me..One tech actually told me the
>> majority of their callers were dealers. I think this speaks to the added
>> problem battery based systems and so many new dealers installing them
>> has brought to the industry, but I still feel Outback is doing a
>> disservice to us all..
>>
>>
>>
>>> HI Larry;
>>>
>>> I second your suggestion that dealers have a separate, expedited
>>> contact line that reaches someone with a higher level of expertise.
>>> 1) We're repeat customers, and their front line sales team.
>>> 2) We're not going to call unless its something trickier to figure out.
>>> This has been a long term problem with several of the manufacturers.
>>>
>>> R.Ray Walters
>>> CTO, Solarray, Inc
>>> Nabcep Certified PV Installer,
>>> Licensed Master Electrician
>>> Solar Design Engineer
>>> 303 505-8760
>>>
>>> On 12/8/2015 10:59 AM, Starlight Solar Power Systems wrote:
 Jay, Thats just nuts!

 I have long wondered why companies like this donât separate customer
 service to âprofessionalsâ or "dealersâ who are promoting,
 selling
 and installing their products from the âconsumersâ that bought the
 product online and may not have even read the manual. We, the
 wrenches, should have our own contact number or person.

 I did receive a voice mail from Outback (thank-you) now I am trying
 to reach them again to actually place a parts order.

 Larry

 On Dec 8, 2015, at 9:50 AM, jay > wrote:

 tech support is
 360-618-4363

 donât leave a message unless you can wait for a few weeks.

 jay
> On Dec 8, 2015, at 8:46 AM, Starlight Solar Power Systems
> > wrote:
>
> Does anyone know how to reach Outback customer service? I have
> called, waited and left messages and emailed them with no response.
>
> Thank you,
>
> Larry
>
>

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>>>
>>>

Re: [RE-wrenches] Outback customer service???

2015-12-08 Thread Jerry Shafer

I called outback today and was speaking to a tech after the third ring and
thats also been past experiance.
Jerry
On Dec 8, 2015 3:19 PM,  wrote:

> I talked to David Hamilton (head of technical support) about this almost
> six months ago. I'm not sure why, but things have not changed as of yet.
> Hopefully soon.
>
>
> > I just got off the phone w/ Sandra Herrera, making her aware of this
> > thread. Sandra said she is aware of our frustrations and is working to
> > correct this. While she is relative new at OB she feels that she does
> have
> > their support to develop something that may satisfy our needs regarding a
> > dealer only line. I doubt that this will happen overnight but as she;
> said
> > WE THE INSTALLERS are the most important part of OB. Without us being
> > confident in their support, we the installers, will sell other products.
> >  She is open to suggestions and is looking for feed back.. that would be
> > creative feed back folks.  Tump
> > On Dec 8, 2015, at 2:56 PM, Dana wrote:
> >
> >> Same here is some one on line from Outback following this? Comment?
> >>
> >>
> 
> >> Dana Orzel
> >> Great Solar Works, Inc -  NABCEP # 051112-136
> >> E - d...@solarwork.com  - Web - solarwork.com
> >> O - 970.626.5253  C - 208.721.7003
> >> "Responsible Technologies for Responsible People since 1988"
> >> ï   Please consider the environment before printing this email.
> >>
> >>
> >>
> >> -Original Message-
> >> From: RE-wrenches [mailto:re-wrenches-boun...@lists.re-wrenches.org] On
> >> Behalf Of penobscotso...@midmaine.com
> >> Sent: Tuesday, December 08, 2015 12:54 PM
> >> To: RE-wrenches
> >> Subject: Re: [RE-wrenches] Outback customer service???
> >>
> >> I too have been frustrated with Outback tech support. I have sat on hold
> >> for as long as 40 minutes before anyone picked up. I have suggested they
> >> have a "dealers only" line and as any good customer support person
> >> would, they empathized with me..One tech actually told me the
> >> majority of their callers were dealers. I think this speaks to the added
> >> problem battery based systems and so many new dealers installing them
> >> has brought to the industry, but I still feel Outback is doing a
> >> disservice to us all..
> >>
> >>
> >>
> >>> HI Larry;
> >>>
> >>> I second your suggestion that dealers have a separate, expedited
> >>> contact line that reaches someone with a higher level of expertise.
> >>> 1) We're repeat customers, and their front line sales team.
> >>> 2) We're not going to call unless its something trickier to figure out.
> >>> This has been a long term problem with several of the manufacturers.
> >>>
> >>> R.Ray Walters
> >>> CTO, Solarray, Inc
> >>> Nabcep Certified PV Installer,
> >>> Licensed Master Electrician
> >>> Solar Design Engineer
> >>> 303 505-8760
> >>>
> >>> On 12/8/2015 10:59 AM, Starlight Solar Power Systems wrote:
>  Jay, Thats just nuts!
> 
>  I have long wondered why companies like this donâ€™t separate customer
>  service to â€œprofessionalsâ€  or "dealersâ€  who are promoting,
>  selling
>  and installing their products from the â€œconsumersâ€  that bought the
>  product online and may not have even read the manual. We, the
>  wrenches, should have our own contact number or person.
> 
>  I did receive a voice mail from Outback (thank-you) now I am trying
>  to reach them again to actually place a parts order.
> 
>  Larry
> 
>  On Dec 8, 2015, at 9:50 AM, jay   > wrote:
> 
>  tech support is
>  360-618-4363
> 
>  donâ€™t leave a message unless you can wait for a few weeks.
> 
>  jay
> > On Dec 8, 2015, at 8:46 AM, Starlight Solar Power Systems
> > > wrote:
> >
> > Does anyone know how to reach Outback customer service? I have
> > called, waited and left messages and emailed them with no response.
> >
> > Thank you,
> >
> > Larry
> >
> >
> 
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Re: [RE-wrenches] Outback customer service???

2015-12-08 Thread Chris Mason

Outback told me a few months ago they were having staffing issues on
support, that they were slow responding. It looks like they are still way
behind.

On Tue, Dec 8, 2015 at 12:46 PM, Starlight Solar Power Systems <
la...@starlightsolar.com> wrote:

> Does anyone know how to reach Outback customer service? I have called,
> waited and left messages and emailed them with no response.
>
> Thank you,
>
> Larry
>
>
>
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-- 
Chris Mason
NABCEP Certified Solar PV Installer™
Solar Design Engineer
Generac Generators Industrial technician

www.cometsolar.com 
264.235.5670
869.662.5670
Skype: netconcepts
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[RE-wrenches] Outback customer service???

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