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

[Starlight Solar Power Systems]

Jay,

I did contact The Solar Biz and they did not stock the 48 volt FET board and 
suggested that I would get it faster if I went direct to Outback. Last night I 
received a call back from Sandra Herrera. She said they only stock refurbished 
boards and they only have a 90 day warranty. Then she suggested that I buy 
through a distributor. At this point I need to repair this inverter so the 
customer can stop running a generator.

I’m really surprised to hear that you have had lots (“nothing but”) of trouble 
with Magnum Energy products. Because of the nature of our business, we install 
hundreds of Magnum products and also sell them in our retail store. We have 
never had a DOA and I think only one warranty problem with one inverter in the 
last 10 years.  Magnum Energy accounts for 90% of our inverter installations 
and with the new 100 amp charge controller, they have total system integration. 
I quite stocking and selling any Outback products due to poor customer service 
and receiving used products from them when I had brand new DOA products. So, 
yeah, quite odd.

Larry Crutcher
Starlight Solar Power Systems



On Dec 15, 2015, at 6:20 PM, jay  wrote:

HI Larry,

As far as I know, OB only sells refurbished boards ( for out of warranty 
stuff), which come with a short warranty
You can contact Tom Duffy, he sells new OB boards with come with full warranty.

Its a running joke between Daniel and myself.
I’ve had nothing but problems with magnum,( and I”m done with them especially 
when I found out that they pay for labor on warranty problems, but nobody from 
there every mentioned it even though on one project I had like 6 hours into 
troubleshooting) he’s had almost none.
And I’ve had almost no problems with outback and he’s had a bunch.
Quite odd really.

Jay 

peltz power







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

[Starlight Solar Power Systems]

I received a replacement FET board from Outback that I ordered for an out of 
warranty inverter. They sent me a used/refurbished board dated 2003. I was 
expecting a new part. Is this normal for Outback?

Thank you,

Larry Crutcher
Starlight Solar Power Systems



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

[Daniel Tittmann]

Larry-
This is normal and don't expect it to work for long.  I have had board
replacement fail out of the box and many others within months of
replacement.  We as a company have left outback unless we have to use them
for some reason.
As an aside I made a pilgrimage to Washington last fall to meet our
manufacturers.
Received with open arms by Magnum, and Midnite solar, outback offered me a
introductory training at a cost of $500.
Add to this that every inverter comes with a trash can full of Styrofoam as
packaging.
as for tech support goes, well the masses have spoken.  Those who get
through with under 10 mins of hold time are very lucky.
Obviously I have a lot of built up frustration with this company.

Daniel Tittmann
CTO
Greenwired
www.greenwired.com
dan...@greenwired.com
707-923-2001 (office)
707-206-5088 (Cell)

On Tue, Dec 15, 2015 at 4:01 PM, Starlight Solar Power Systems <
la...@starlightsolar.com> wrote:

> I received a replacement FET board from Outback that I ordered for an out
> of warranty inverter. They sent me a used/refurbished board dated 2003. I
> was expecting a new part. Is this normal for Outback?
>
> Thank you,
>
> Larry Crutcher
> Starlight Solar Power Systems
>
>
>
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Re: [RE-wrenches] Outback customer service???

[Ray Walters]

I think many manufacturers use Refurb parts for repair/ warranty.  I had 
a cell phone replaced under warranty and the "new" one was not new at all.


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

On 12/15/2015 7:24 PM, Jerry Shafer wrote:


How much was it, l dont think Outback is not required new parts for 
OOW repairs. l have always had to return the replaced part. Im sure it 
has been tested as if it was new, right?

Jerry

On Dec 15, 2015 1:02 PM, "Starlight Solar Power Systems" 
> wrote:


I received a replacement FET board from Outback that I ordered for
an out of warranty inverter. They sent me a used/refurbished board
dated 2003. I was expecting a new part. Is this normal for Outback?

Thank you,

Larry Crutcher
Starlight Solar Power Systems



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

[Jerry Shafer]

How much was it, l dont think Outback is not required new parts for OOW
repairs. l have always had to return the replaced part. Im sure it has been
tested as if it was new, right?
Jerry
On Dec 15, 2015 1:02 PM, "Starlight Solar Power Systems" <
la...@starlightsolar.com> wrote:

> I received a replacement FET board from Outback that I ordered for an out
> of warranty inverter. They sent me a used/refurbished board dated 2003. I
> was expecting a new part. Is this normal for Outback?
>
> Thank you,
>
> Larry Crutcher
> Starlight Solar Power Systems
>
>
>
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[RE-wrenches] Outback customer service???

[jay]

HI Larry,

As far as I know, OB only sells refurbished boards ( for out of warranty 
stuff), which come with a short warranty
You can contact Tom Duffy, he sells new OB boards with come with full warranty.

Its a running joke between Daniel and myself.
I’ve had nothing but problems with magnum,( and I”m done with them especially 
when I found out that they pay for labor on warranty problems, but nobody from 
there every mentioned it even though on one project I had like 6 hours into 
troubleshooting) he’s had almost none.
And I’ve had almost no problems with outback and he’s had a bunch.
Quite odd really.

Jay 

peltz power





> On Dec 15, 2015, at 3:01 PM, Starlight Solar Power Systems 
>  wrote:
> 
> I received a replacement FET board from Outback that I ordered for an out of 
> warranty inverter. They sent me a used/refurbished board dated 2003. I was 
> expecting a new part. Is this normal for Outback?
> 
> Thank you,
> 
> Larry Crutcher
> Starlight Solar Power Systems
> 
> 
> 
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Re: [RE-wrenches] Outback customer service???

[Drake]

The manuals could be a lot better too. Usually I need a few pages 
from a long manual, and don't benefit from reading pages and pages of 
warnings and basic stuff. Clear and complete indexing could reduce 
the load on tech support.


At 02:54 PM 12/8/2015, you wrote:

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???

[penobscotsolar]

Have to add to this thread that I called them this morning with a minor
issue and they picked up from hold within one minute.

Daryl


> The manuals could be a lot better too. Usually I need a few pages
> from a long manual, and don't benefit from reading pages and pages of
> warnings and basic stuff. Clear and complete indexing could reduce
> the load on tech support.
>
> At 02:54 PM 12/8/2015, you wrote:
>>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?

[Tom Duffy]

Hi Rebekah

Many, not all, OutBack Distributors offer design and tech support as well to 
dealer/installers. In most cases they will be able to answer questions on a 
larger range of products as well.


Kind regards

Tom Duffy
Senior Solar Design Engineer
[Real-logo-X-195]
E-Mail: t...@thesolar.biz
Panama Office: 507-6126-1253
Direct Toll Free: 888-503-6772
International: 575-539-2111
SKYPE Address: thesolarbiz

NOTICE: Due to recent budget cuts, the rising cost of electricity, gas, and 
oil...plus the current state of the economythe light at the end of 
the tunnel, has been turned off… It should have been solar.
 Confidentiality Notice: This message including any attachments is for the sole 
use of the intended recipient and may contain confidential and privileged 
information. Any unauthorized review, use, disclosure or distribution is 
prohibited. If you are not the intended recipient, please contact the sender 
and delete any copies of this message.


From: RE-wrenches [mailto:re-wrenches-boun...@lists.re-wrenches.org] On Behalf 
Of Rebekah Hren
Sent: Tuesday, December 08, 2015 5:44 PM
To: RE-wrenches <re-wrenches@lists.re-wrenches.org>
Subject: Re: [RE-wrenches] Outback customer service?

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<mailto: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 
<peter.parr...@calsolareng.com<mailto:peter.parr...@calsolareng.com>> 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<mailto:peter...@pobox.com>


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Re: [RE-wrenches] Outback customer service?

[Tump]

> Many, not all, OutBack Distributors offer design and tech support,  that can 
> lead to questionable system design. I had a client discus a system that they 
> were getting from a distributor in LA that was NOT designed correctly for the 
> low temps here in maine. Be careful ...sometimes you DO get what you pay 
> for.
On Dec 9, 2015, at 10:12 AM, Tom Duffy wrote:

> Hi Rebekah
>  
> Many, not all, OutBack Distributors offer design and tech support as well to 
> dealer/installers. In most cases they will be able to answer questions on a 
> larger range of products as well.
>  
>  
> Kind regards
>  
> Tom Duffy
> Senior Solar Design Engineer
> 
> E-Mail: t...@thesolar.biz
> Panama Office: 507-6126-1253
> Direct Toll Free: 888-503-6772
> International: 575-539-2111
> SKYPE Address: thesolarbiz
>  
> NOTICE: Due to recent budget cuts, the rising cost of electricity, gas, and 
> oil...plus the current state of the economythe light at the end 
> of the tunnel, has been turned off… It should have been solar.
>  Confidentiality Notice: This message including any attachments is for the 
> sole use of the intended recipient and may contain confidential and 
> privileged information. Any unauthorized review, use, disclosure or 
> distribution is prohibited. If you are not the intended recipient, please 
> contact the sender and delete any copies of this message.
>  
>  
> From: RE-wrenches [mailto:re-wrenches-boun...@lists.re-wrenches.org] On 
> Behalf Of Rebekah Hren
> Sent: Tuesday, December 08, 2015 5:44 PM
> To: RE-wrenches <re-wrenches@lists.re-wrenches.org>
> Subject: Re: [RE-wrenches] Outback customer service?
>  
> 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 <peter.parr...@calsolareng.com> 
> 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???

[Starlight Solar Power Systems]

Thank you for responding Sandra. I appreciate you offering your direct number. 
We are now moving forward with the parts order.

I hope you read and were able to glean from the various replies and comments 
the importance to dealers and installers to receive a higher priority from your 
service department. Stores like Home Depot provide a contractors check out and 
service counter to expedite service to their most valued, repeat customers. It 
should not be too difficult to implement such a service us.

It’s a fact that many of your product sales rest on the recommendations of the 
professionals that are on this list. One person suggested to choose the product 
we sell from a company that provides the best customer support. That was well 
said.

Larry
Starlight Solar Power Systems 



On Dec 9, 2015, at 12:55 PM, Michael Welch  
wrote:

Hi Wrenches. Sandra Herrera contacted me and let me know that Lones has been 
temporarily unavailable to the Wrench list, and she asked me to post this on 
her behalf:

- - - -

Hello RE-wrenches,

Thank you all for your feedback, we really appreciate it.

Larry, as you know my team has already responded, I hope all is satisfactory.

I would like to make sure you have my contact information in case you have any 
comments or concerns.

Sandra Herrera
Applications Engineering and Technical Support Manager, OutBack Power 
Technologies
360.618.4364 office | 425.232.4666 mobile 
sherr...@outbackpower.com

Thanks 
Sandra Herrera


Starlight Solar Power Systems wrote at 08:46 AM 12/8/2015:

> 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?

[Tom Duffy]

I would always use caution when asking anyone for design recommendations. I 
they can't give good info get another distributor. Price is not the holy grail

Kind regards

Tom Duffy
Senior Solar Design Engineer
[Real-logo-X-195]
E-Mail: t...@thesolar.biz
Panama Office: 507-6126-1253
Direct Toll Free: 888-503-6772
International: 575-539-2111
SKYPE Address: thesolarbiz

NOTICE: Due to recent budget cuts, the rising cost of electricity, gas, and 
oil...plus the current state of the economythe light at the end of 
the tunnel, has been turned off... It should have been solar.
 Confidentiality Notice: This message including any attachments is for the sole 
use of the intended recipient and may contain confidential and privileged 
information. Any unauthorized review, use, disclosure or distribution is 
prohibited. If you are not the intended recipient, please contact the sender 
and delete any copies of this message.


From: RE-wrenches [mailto:re-wrenches-boun...@lists.re-wrenches.org] On Behalf 
Of Tump
Sent: Wednesday, December 09, 2015 10:29 AM
To: RE-wrenches <re-wrenches@lists.re-wrenches.org>
Subject: Re: [RE-wrenches] Outback customer service?

Many, not all, OutBack Distributors offer design and tech support,  that can 
lead to questionable system design. I had a client discus a system that they 
were getting from a distributor in LA that was NOT designed correctly for the 
low temps here in maine. Be careful ...sometimes you DO get what you pay 
for.
On Dec 9, 2015, at 10:12 AM, Tom Duffy wrote:


Hi Rebekah

Many, not all, OutBack Distributors offer design and tech support as well to 
dealer/installers. In most cases they will be able to answer questions on a 
larger range of products as well.


Kind regards

Tom Duffy
Senior Solar Design Engineer

E-Mail: t...@thesolar.biz<mailto:t...@thesolar.biz>
Panama Office: 507-6126-1253
Direct Toll Free: 888-503-6772
International: 575-539-2111
SKYPE Address: thesolarbiz

NOTICE: Due to recent budget cuts, the rising cost of electricity, gas, and 
oil...plus the current state of the economythe light at the end of 
the tunnel, has been turned off... It should have been solar.
 Confidentiality Notice: This message including any attachments is for the sole 
use of the intended recipient and may contain confidential and privileged 
information. Any unauthorized review, use, disclosure or distribution is 
prohibited. If you are not the intended recipient, please contact the sender 
and delete any copies of this message.


From: RE-wrenches [mailto:re-wrenches-boun...@lists.re-wrenches.org] On Behalf 
Of Rebekah Hren
Sent: Tuesday, December 08, 2015 5:44 PM
To: RE-wrenches 
<re-wrenches@lists.re-wrenches.org<mailto:re-wrenches@lists.re-wrenches.org>>
Subject: Re: [RE-wrenches] Outback customer service?

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<mailto: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 
<peter.parr...@calsolareng.com<mailto:peter.parr...@calsolareng.com>> 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 Pasa

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

[Michael Welch]

Hi Wrenches. Sandra Herrera contacted me and let me know that Lones has been 
temporarily unavailable to the Wrench list, and she asked me to post this on 
her behalf:

- - - -

Hello RE-wrenches,
 
Thank you all for your feedback, we really appreciate it.
 
Larry, as you know my team has already responded, I hope all is satisfactory.
 
I would like to make sure you have my contact information in case you have any 
comments or concerns.
 
Sandra Herrera
Applications Engineering and Technical Support Manager, OutBack Power 
Technologies
360.618.4364 office | 425.232.4666 mobile 
sherr...@outbackpower.com

Thanks 
Sandra Herrera


Starlight Solar Power Systems wrote at 08:46 AM 12/8/2015:
 
>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-wrenches] Outback customer service???

[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???

[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???

[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???

[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???

[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 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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>> www.members.re-wrenches.org
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>>
>>
>>
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Re: [RE-wrenches] Outback customer service???

[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" <d...@solarwork.com> 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 <jay.pe...@gmail.com
> >> <mailto:jay.pe...@gmail.com>> 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
> >>> <la...@starlightsolar.com <mailto: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
> >>>
> >>>
> >>
> >> ___
> >> List sponsored by Redwood Alliance
> >>
> >> List Address: RE-wrenches@lists.re-wrenches.org
> >> <mailto:RE-wrenches@lists.re-wrenches.org>
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Re: [RE-wrenches] Outback customer service???

[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 <jay.pe...@gmail.com 
>> <mailto:jay.pe...@gmail.com>> 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 
>>> <la...@starlightsolar.com <mailto: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
>>>
>>>
>>
>> ___
>> List sponsored by Redwood Alliance
>>
>> List Address: RE-wrenches@lists.re-wrenches.org 
>> <mailto:RE-wrenches@lists.re-wrenches.org>
>>
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>> http://lists.re-wrenches.org/options.cgi/re-wrenches-re-wrenches.org
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>> http://www.mail-archive.com/re-wrenches@lists.re-wrenches.org/maillis
>> t.html
>>
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>> www.re-wrenches.org/etiquette.htm
>>
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>> www.members.re-wrenches.org
>>
>>
>>
>>
>> ___
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>>
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>>
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>
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Re: [RE-wrenches] Outback customer service?

[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
>
>
> ___
> 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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>
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>
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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???

[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 <jay.pe...@gmail.com 
>>> <mailto:jay.pe...@gmail.com>> 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 
>>>> <la...@starlightsolar.com <mailto: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
>>>> 
>>>> 
>>> 
>>> ___
>>> List sponsored by Redwood Alliance
>>> 
>>> List Address: RE-wrenches@lists.re-wrenches.org 
>>> <mailto: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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>>> http://www.mail-archive.com/re-wrenches@lists.re-wrenches.org/maillis
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>>> www.members.re-wrenches.org
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>>> ___

Re: [RE-wrenches] Outback customer service?

[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 – 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
>
> ___
> List sponsored by Redwood Alliance
>
>
> List Address: RE-wrenches@lists.re-wrenches.org
>
>
> Change listserver email address & settings:
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> ml
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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???

[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 <d...@solarwork.com> 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 <jay.pe...@gmail.com 
>>> <mailto:jay.pe...@gmail.com>> 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 
>>>> <la...@starlightsolar.com <mailto: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
>>> 
>>> ___
>>> List sponsored by Redwood Alliance
>>> 
>>> List Address: RE-wrenches@lists.re-wrenches.org 
>>> <mailto:RE-wrenches@lists.re-wrenches.org>
>>> 
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>>> http://lists.re-wrenches.org/options.cgi/re-wrenches-re-wrenches.org
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>>> t.html
>>> 
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>>> www.re-wrenches.org/etiquette.htm
>>> 
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>>> www.members.re-wrenches.org
>>> 
>>> 
>>> 
>>> 
>>> ___
>>> List sponsored by Redwood Alliance
>>> 
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>>> 
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>>> 
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>&

Re: [RE-wrenches] Outback customer service?

[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 <peter.parr...@calsolareng.com> 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???

[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"
>>  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 <jay.pe...@gmail.com
>>>> <mailto:jay.pe...@gmail.com>> 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
>>>>> <la...@starlightsolar.com <mailto: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
>>>>>
>>>>>
>>>>
>>>> ___
>>>> List sponsored by Redwood Alliance
>>>>
>>>> List Address: RE-wrenches@lists.re-wrenches.org
>>>> <mailto:RE-wrenches@lists.re-wrenches.org>
>>>>
>>>&g

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

[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, <penobscotso...@midmaine.com> 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 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 <jay.pe...@gmail.com
> >>>> <mailto:jay.pe...@gmail.com>> 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
> >>>>> <la...@starlightsolar.com <mailto:la...@starlightsolar.com>> wrote:
> >>>>>
> 

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

[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
>
>
>
> ___
> List sponsored by Redwood Alliance
>
> List Address: RE-wrenches@lists.re-wrenches.org
>
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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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