In praise of SMA - again [RE-wrenches]

Thu Jan 23 19:09:19 PST 2003

how about sending me literature I can never get anyone on the phone gator
tom ps i see a need for earthsafe related no      brochure  on  SHELL
systems using your inverters
----- Original Message -----
From: <jberdner at sma-america.com>
To: <RE-wrenches at topica.com>
Sent: Wednesday, January 22, 2003 6:06 PM
Subject: RE: In praise of SMA - again [RE-wrenches]

> Peter/Wrenches:
>
> Thank you for the feedback on our support and policies.
> I wanted to clarify a couple of points raised in Peter's post.
>
> Displays:
> The most common problem we are seeing is all black bars instead of
> numbers.
> The important thing in this case is to reassure the customer that the
> inverter is working and they are not losing any power production.  This
> can be verified with the LED's on the inverter, a clamp on current
> measurement, a spare "service" display in your bag o tricks (remember to
> keep it in a static safe bag), or a service cable and your laptop.
>
> We are perplexed on this one because, more often than not, the displays
> are fine when we get them back and test them.  We do not really
> understand why they are all black in the field and then work well here.
> This is NOT a criticism or a question of anyone's credibility, only an
> admission that we don't really know why some of the displays are not
> working.  In some cases removing them and replacing them solves the
> problem temporarily and in other cases permanently.  Any hints about
> what going on before / during / after would be greatly appreciated in
> our hunt for the cause, i.e. weather, temperature, voltages, etc.
>
> Replacement inverters:
> We recognize the value / importance of getting the system back up and
> running as soon as possible.  To help with this we developed our advance
> replacement program to help you out get the system back up as soon as
> possible while minimizing visits to the site.  This advance replacement
> is optional and, if the customer prefers, we will gladly issue a call
> tag for their new unit and give highest priority to the repair process
> to minimize down time. In this way the customer gets their original
> inverter back (or we will ship them a brand new one if we can't fix it).
> We have found that after explaining the program in this way, the
> customer appreciates having the choice and most elect to get the advance
> replacement.
>
> Many of the inverters we get back from the field for repair are tested
> and they have nothing wrong with them - but they are no longer brand
> new.  These go into the warranty pool for advance replacements.  They
> are always low hour units and they have been fully checked out and
> undergo all the factory tests again including a new burn in.  NOTE: We
> always ship basic non-display units with funky covers and request that
> you transfer the customer's existing cover, display, and any
> communication modules.  This minimizes the change in appearance of the
> installation, reduces stocking issues, and most importantly, almost
> eliminates the chance we send you the wrong unit.
>
> Lastly one item not in Peter's post:
> If you are in the field with a problem PLEASE say that you are in the
> field if you call and get voice mail. This helps us to give priority to
> those who need it most.  Also please repeat your telephone number slowly
> if you are on a cell phone.  Cell phones sometimes make it hard for us
> to get the numbers right and repeating the number gives us a much better
> chance of getting back to you promptly.
>
> If you have any questions, or if I can be of any further assistance,
> please do not hesitate to contact me.
>
> Best Regards,
>
> John Berdner
>
> SMA America, Inc.
> 12438 Loma Rica Drive, Unit C
> Grass Valley, CA  95945
> 530.273.4595 (voice)
> 530.274.7271 (fax)
>
>
> -----Original Message-----
> From: ASAP POWER! [mailto:asap at podnine.com]
> Sent: Wednesday, January 22, 2003 11:25 AM
> To: RE-wrenches at topica.com
> Subject: RE: In praise of SMA - again [RE-wrenches]
>
> Also, a third display panel has been behaving properly on a dual SB2500
> system recently reported on here.  The third display panel was sent with
> a
> backup inverter, which we were fully expecting to have to change out,
> but
> the third panel has managed to charm the inverter's info out of it so
> far.
> So I'll be shipping the second unit back soon from all indications.
>
> As a fine-tuning customer service side: I was sort of worked into a spot
> trying to explain to the customer that this was not a new inverter but a
> non-display unit that we would use his original display inverter cover
> with
> and that it's guaranteed to have less than 100 hours on it.  Of course,
> with
> full warranty but I think most customers are going to expect a duplicate
> new
> replacement, or at least a new unit.  Refurbished is what it came off as
> out
> of my mouth I guess, and that just did not sound like what they bought.
> So,
> glad we didn't have to change it anyway...since he was developing that
> short-changed feeling.
>
> Customer service is such a simple thing.  It's all in that first
> response
> and if need be, a second.  SMA is good at not second-guessing what's
> going
> on in an effort to thwart your livelihood, rather, they'll listen to you
> before getting busy formulating what is often otherwise a canned, CYA
> type
> of response.  The response is always what's best for you and your
> customer.
> As electronics go, often a replacement is the best answer.  Being quick
> about it earns too many bonus points to bother counting.  In this they
> value
> your time and your work and your actual success with their product as
> much
> as they value their equipment itself.  That is a good balance and a good
> approach to any service business.  In turn, we should all value our
> customers' successful experience with their systems as well.  Matt T's
> last
> words were right on.  That support, whether hand-holding or a real
> fix-it-now situation, is very valuable, it's golden.  Thanks to Jason at
> SMA
> as well.
>
> Peter D
> ASAP POWER!/1AU-PV
>
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