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

[Joel Davidson]

An engineer's comments are not specifications. Let's see in writing 2500 watts
maximum rating and 2300 watts continuous duty rating.

douglas bath wrote:

> Wrenches,
>
> Having just attended a SunnyBoy seminar, the engineer was quite clear that,
> although the  inverter would perform at 2500 watts, he would rather spec the
> unit at 2300 or so, with the argument, "You wouldn't run a genset at 100%
> all the time, or an amplifier, why does everyone think an inverter can run
> flat out for years? The efficiency is off a bit, the heat is higher, and you
> are (statistically) opting for more failures. Who cares if the failure is
> under warranty? It's still a hassle that might be avoided if we though of
> the appliance as we do other appliances, namely, ask reasonable long term
> loading! If you drive pedal to the metal, expect some loose nuts.
>
> Douglas Bath
> Real Goods
>
> -----Original Message-----
> From: Joel Davidson [mailto:joeldavidson at earthlink.net]
> Sent: Wednesday, April 17, 2002 10:58 PM
> To: RE-wrenches at topica.com
> Subject: Re: How would you handle this situation? [RE-wrenches]
>
> 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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