How would you handle this situation? [RE-wrenches]

[Joel Davidson]

Jeff,
I wish it was only one customer, but this one got to me. I like to sell a
baker's dozen, but when this customer looked in the box, he only found 11
donuts. Tonight at dinner my wife said that I'm always complaining about either
PV module availability or inverter problems. I guess they all get to me.
Happy Trails,
Joel Davidson



Matt Lafferty wrote:

> Joel / Wrenches:
>
> First of all, Joel, you are on the right track in providing "after the sale"
> service.  This mirrors the last 1-1/2 + years we have spent dealing with a
> similar issue.  We aren't done with it yet.  May go on for a very long time,
> in fact.  Be glad you only have the one Customer.  We have about 50, not to
> mention the ones we own.
>
> I personally believe in maintaining integrity in backing up our projects,
> even when the issue isn't related to something we "did wrong".  The goodwill
> generated is priceless, even when the Customers are screaming with venom!
>
> As far as returning the inverters, I believe the manufacturer should pick up
> the tab &, as you suggest, do the testing.  A full credit to the
> distributors is in order if the testing proves the inverters cannot perform
> as advertised.
>
> Regarding "peak power":  This is the tree manufacturers hide behind.  Some
> just hide behind it more than others.  We all know that PV generates in
> "real time" according to all the variables existing at that time.  In a lab,
> at STC or other favorable conditions, the inverter may produce the 2500
> Watts as advertised.  There has to be a "Standard Test Condition" for rating
> purposes or else there would be no way to benchmark performance and ratings.
> If, under their tests, the results honestly show the inverter delivers and
> won't honor the refund request, then you have another thing to think about.
> How to satisfy your customer, without bankrupting yourself, if he can be
> satisfied at this point.
>
> The best I can offer at this moment is this:  Consider this experience in
> its entirety in the future.  What inverter are you going to select or, just
> as importantly, NOT select for this type of application in the future?  (Of
> course we are all dying to know!!! ;-) )  And, Don't Quit on Commitment to
> Integrity!
>
> -Matt Lafferty
> pvpro at attbi.com
>
> ----- Original Message -----
> From: "Joel Davidson"
> Subject: Re: How would you handle this situation? [RE-wrenches]
>
> > 1) The customer chose the inverters and I agreed with his choice.
> > 2) The customer bought the 2nd inverter to expand his PV system. I bought
> the
> > 2nd inverter from another distributor because the 1st distributor could
> not give
> > a delivery date and the 2nd distributor had an inverter in stock.
> > 3) Yesterday, both distributors contacted the manufacturer and we await a
> > response.
> >
> > Back to the original question, but this time put yourself in this
> customer's
> > place.
> >
> > You buy an inverter that is specified to deliver 2500 watts. The inverter
> never
> > delivers over 2300 watts of power and has other problems that adversely
> affect
> > energy production. You visit another site with the same inverter and see
> the
> > same under-performance and hear about the same other problems. You
> substitute
> > another brand 2500 watt inverter and the 2nd inverter delivers 2500 watts.
> You
> > re-test the 1st inverter with 32 each 120 watt PV modules, but it still
> does not
> > deliver over 2300 watts. You conclude that the inverter can not perform as
> > specified. The inverter is under warranty so you call the manufacturer.
> "They
> > said they changed the spec and hadn't even publish or put it online
> yet...when I
> > mentioned that my unit would never run over 2300 watts (this is when I
> purposely
> > feed 32 panels into it to prove the unit wasn't running at spec) they
> claimed
> > 2500 was "peak" power what ever that means" (customer's exact words).
> >
> > If I were the manufacturer, this is how I would resolve this situation.
> Send the
> > customer return shipping cartons, pay for the shipping and test the
> inverters.
> > If the inverters produce 2500 watts, return the inverters to the customer
> with
> > the test results. Charge the expense for 2-way shipping and testing to
> customer
> > service. If the inverters do not produce 2500 watts, first credit the
> > distributors who will credit the retailer so the retailer can refund the
> > customer's money. Next, change the inverter specifications.
> >
> > What do you all think?
>
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