Service Call Reimbursement (Was Outback MX60 question) [RE-wrenches]

[Allan Sindelar]

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Jay,
Your message begged for a response, so here goes.

----- Original Message ----- 
From: "Jay Peltz, Peltz Power" <jay at asis.com>
Hi Allan,

<IMHO,  the reason I chose the equipment I do is for reliability.>

Yes, the same is true for us. But it's not the only reason. The MX60 can do
what no other controller can do: run a large (up to 3200W) array at 72V into
a 48V battery a long ways away. We did that on this job; had to to get the
array out where the sun shone, about 250' from the BOS. So sometimes we have
to depend on other factors--reputation and feedback from other installers as
well. That's the reason for my original post. Remember, I asked for other
installers' experiences, as we are trying to decide whether to preemptively
replace a few units in similar applications that were sold about the same
time.

<In charging what I do, I take into account potential problems that I will
have to eat ( ie the time to repair
  and yes I carry a replacement out so its only one trip).>

OK, I'm not sure your point here. Note that in choosing to use the MX60, you
are investing about $450 in inventory that is tied up but not for sale.
While this is good Wrench practice (and we have now done the same) it's
generally considered a poor business practice, as it ties up your available
business funds. Have you invested in a changeout replacement unit for every
product you sell that could fail? If so, that's a hefty chunk of change
that's tied up in unsaleable inventory.

<But when its a LONG way away, then its T&M regardless of what the
problem is.  When I've got a client 2+ hrs away, I am straight up.
I'll take the job, but you are going to have to pay me to show up
every time, unless the problem is something I screwed up on.>

OK, reasonable. This client is 1 3/4 hours away from our shop. What would
you have done?

<So while understand your frustration, do you actually expect Outback
to pay you what, 1/2 day wages + expenses, say $300?>

Jay, what I originally wrote was this:
"Who else has had a similar failure? Anyone had more than one? This was an
expensive callback that was fully on our nickel. Anyone at Outback wish to
clarify what I have written here? Anybody at Outback wish to offer a recall
program for MX60s in a certain range, with a reimbursement for the service
call to do a replacement? (Dream on, solar bozo...)"

Jay, my answer is an emphatic "Yes, I do." I do think we should be
reimbursed for service calls for manufacturer's defects, and I believe that
you should be reimbursed, too. As I have posted here in the past, most
mature industries have this, and consider it a natural and given part of how
business is done. If a water heater or boiler fails during the warranty, the
manufacturer automatically pays a qualified installer a predetermined
stipend to cover the cost of the service call to repair or replace the
equipment. Anyone who doesn't have such a program doesn't sell many
products. Why are we RE installers not demanding the same? So yes, dammit, I
do expect Outback, and Xantrex, and SMA and the module manufacturers, and
everyone else who claims to make a top-tier product to develop a program to
pay a nominal reimbursement to any qualified dealer who has to replace a
product that is defective. And until we Wrenches demand it, it ain't gonna
happen, because nobody's gonna offer it until we demand it. Making this
demand of our manufacturers and suppliers is part of helping our industry
grow up. Jay, you should be solidly on this issue as a respected Wrench.
When Xantrex lost their SW GT listing, they paid a nominal cost to
installers to add the GTI. I think they also paid a reimbursement for SunTie
swapouts. That should be expected of all manufacturers.

<Much peace in this holiday season, jay>

And the same to you and yours.
Allan

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