!RE: Service Call Reimbursement [RE-wrenches]

[Matt Tritt]

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Barbara,

I knew we were saying similar things, just in different tongues. ;-)

If I had been compensated for all the times I've had to drive hundreds 
of miles to see why the meter wasn't going in the preferred direction, 
where the smoke came from, why the lights were going off and on, why 
generators didn't start (or stop) and why trackers like to stare at a 
fixed point in space, I'd be a happy guy!

Trying to get something from module manufacturers is like trying to 
raise the dead; you might think you detect movement, but it's probably 
just gas. I mean an illusion. Having dealt with some big equipment 
companies quite a bit, I believe that it seems to be a generally 
universal policy (vague enough?) that "labor and shipping are not 
included" in the great majority of cases. I have been told by certain 
parties (to remain un-named), that "trouble-shooting is part of your 
job, as is the labor to remove and replace defective parts. Don't expect 
us to carry that cost. We sympathize with you, but we don't want to 
start a precedent." True story.

I suppose that I've become so used to this type of attitude that it seem 
to be the norm; ergo - the little extra bit in the bill to the customer, 
not that it will actually pay any real expenses!

If you think it's bad now, you should have seen what it was like having 
to burn-in a Best inverter in the field. =(:>o

Matt T

Barbra Kerr wrote:

>Matt -
>
>Thank you for the clarification.
>
>We include a small warranty contingency in every bid to cover KEI's errors,
>not someone else's.  We have control over how we install, etc... therefore
>we can correct flaws in our installation techniques, policies and
>procedures.  We would not think of asking a manufacturer to take a financial
>hit because of an error we made on an installation.  It is our opinion that
>this is what some manufacturers (Module & Inverter) are asking of
>installers, when they do not reimburse for service calls that are hardware
>related.
>
>Please know that we agree with you regarding SMA's critical role in
>providing inverters at a time when others failed miserably.  
>
>Also, know that we have had conversations back and forth with manufacturers
>and we have been told the very same thing as other wrenches shared earlier -
>"No we don't reimburse, add a small fee to every project."  We've been told
>this twice.  We don't need to keep hitting our head against the wall - we
>got the message. 
>
>Cottage Cheese - Good one!
>
>Kindest regards,
>
>Barbra K. Kerr
>President
>Kerr Enterprises, Inc
>PO Box 1992
>Twain Harte, Ca 95383
>1-800-886-2258
>209-586-9607 Fax
>858-337-5097 Cell
>
>
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