E-Meter repair [RE-wrenches]

Wed Dec 31 07:28:35 PST 2003

Dan,

Good luck. I have had nothing but problems getting repairs to failed e-meters from Xantrex. you could try Brian Thorngate. (Brian.Thorngate at xantrex.com) IF he is still there, he might be of some
use in pushing this through. From a July 2003 email from him, when I had similar problems to yours:

"Thanks again for your patience as we sort address some the customer service
issues that you have raised.  We do value the feedback that you have
provided and we are working to improve our support of dealers and customers."

I guess they are still "working on the improvements" (sigh). The message above was in reply to the one pasted below. I don't want to air dirty laundry here, but as we all know, working with
Xantrex is consistently frustrating at best, and I do not understand why they cannot get these issues resolved. This seems relevant to the wrench list as we all end up suffering when a company
demonstrates poor tech/customer support. Many of us were elated to learn the Outback FX inverters have now passed UL1741 so we can dump the SW for grid-tied battery backup and off grid systems.

The e-meter is the ONLY Xantrex item I incorporate into my systems anymore. Maybe Outback will come up with a system meter incorporating a bar graph like the e-meter which also coordinates its
information with the charging sources, so they can stay synched. Christopher, any chance you have in the works a system meter that calibrates the "charged" condition with the inverter's charger,
MX60 and has an easy to read bar graph display?

Todd

Caution - Rant follows:

-----Original Message-----
From: Todd Cory [mailto:toddcory at finestplanet.com]
Sent: Sunday, July 06, 2003 7:44 AM
To: Al Loney Al.Loney at Xantrex.com
Subject: Re: Call 52931BBY

Al,

This is bordering on the absurd now. I have send you over 6 e-mails all
saying the same thing. Each one has described the problem and asked for your
assistance. Your replies have been of no help mostly asking for the
information previously sent to you.

I am curious if there is some reason why you are obstructing this process?
What assurance do I have that if I again include the information I have
already done you will use it this time? I would like you to look through the
past e-mails I have sent you that several times have detailed the
information you are for some unknown reason again asking for. If that is too
difficult, I would suggest you simply scroll down. THE INFORMATION YOU ARE
REQUESTING WAS INCLUDED (AT THE BOTTOM) OF THE MESSAGE YOU
JUST REPLIED TO AND SENT BACK TO ME ASKING FOR IT YET AGAIN.

Sir, you are wasting my time, and causing me to become quite frustrated and
angry. This is on top of the inconvenience of having specified a meter your
company now manufactures that has failed in the field. This caused me to
have to waste more of my time driving to the remote home site to remove the
unit. I will have to drive out there a second tome to reinstall the unit.
Also during this process the customer is inconvenienced with no metering of
their system. Being that the e-meter is under warranty, this is all free time
with no pay. I have now wasted additional time in this process sending you
e-mails you are obviously not bothering to read.

Perhaps you know of the horrible reputation Xantrex has earned through this
very kind of behavior. If you care about "your" company, and your job I
would respectfully ask you to reconsider the way in which you deal with
service on your products. This is a prime example of why people are looking
hard and fast for alternatives to your degraded product quality control and
totally useless repair services. Do you care that you are wasting my time
with these ongoing e-mails? Do you care that you are costing me money? Do
you care that you are inconveniencing a customer? Do you want people to no
longer buy your products resulting in the company that pays your checks to
fail? This ongoing scenario between us would suggest the obvious answers to
those questions.

I must say I think you are being incredibly disrespectful of the value of my
time by prolonging this scenario any longer. If you are unwilling to assist
this process, please provide me with contact information for someone that IS
able to be of some assistance. I have already wasted WAY more time with you
then is necessary and I am simply unwilling to deal with you any longer.

Sincerely,

Todd Cory

"Dan Whigham, SC Solar" wrote:

> Does anyone know who could repair the E-meter units. I believe xantrex bought the mfg. rights from cruising equipment but I have had no response from xantrex about repairing old units. Thanks
>
> Best Regards,
>
> Dan Whigham
> SC Solar
> www.scsolar.com
> 803-802-5522
> [Non-text portions of this message have been removed]

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