Mindblowing Manufacturer Support [RE-wrenches]

[Allan Sindelar, Positive Energy, Inc.]

Wrenches,
Here's one for the record books.
Phil, Dan, and Colin have been in Taos, NM the last two days, completing our
first Sunny Boy installation and a sophisticated DC solar thermal/hydronic
radiant system. (We're not California: no buydowns and .08/kwh rates, but we
DO have retail net metering.)

Yesterday, Dan was installing the AC output wires into their terminals when
a terminal screw on a pressure connector snapped. Mind you, Dan was using
his torque screwdriver (this guy is obsessive about quality) to torque the
screw (torque spec listed as 35 inch-pounds). Even though this figure seemed
high, it was per the installation manual. He called me at the office; I
called John Berdner of SMA (and got him!); John thought this was high,
verified that this was indeed the published spec, determined it was their
mistake (probably in translation from newton-meters), called Dan back on his
cell phone, and overnight shipped a replacement SB2500 to the job site.
Replacement inverter arrived today, was installed (took 1/2 hour to
completely replace the unit), job completed on schedule.

Everyone was completely blown away by the unexpected support we received.
Dan says "John's prompt response saved the job, saved the day, saved our
moods, and saved our asses. It's the kind of support that makes me glad to
be in this business."

Support this exemplary needs to be broadcast to the world.

Allan at Positive Energy

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