[RE-wrenches] XW SERVICE

[Peter Parrish]

I should add a few more points.
 
(1) Everything that I have said pertains to phone-in, post-sales technical
support. 

(2) I generally find the Xantrex products to be of high quality (with one
well-known exception).

(3) Once I have drilled-up (?) the organization to the product manager level
I have experienced timely and more than adequate support.

- Peter 

Peter T. Parrish, Ph.D., President
California Solar Engineering, Inc.
820 Cynthia Ave., Los Angeles, CA 90065
Ph 323-258-8883, Mobile 323-839-6108, Fax 323-258-8885
CA Lic. 854779, NABCEP Cert. 031806-26
peter.parrish at calsolareng.com 


-----Original Message-----
From: re-wrenches-bounces at lists.re-wrenches.org
[mailto:re-wrenches-bounces at lists.re-wrenches.org] On Behalf Of Todd Cory
Sent: Thursday, August 14, 2008 8:31 AM
To: re-wrenches at lists.re-wrenches.org
Subject: Re: [RE-wrenches] XW SERVICE

Is there still a Xantrex rep here to reply to this?

Todd

Peter Parrish wrote:

>Let me put in my two cents worth about Xantrex technical support. I
>typically am put on hold for 15-20 minutes, sometime more, before I get a
>human on the line. Sometimes after giving them a short synopsis of the
>problem I am having, I'm told by the person I am talking to that they want
>to transfer me to someone with more experience in that area. This invokes
>another wait -- usually less than the first (sometimes, rarely, I never get
>to talk to tech support person about my problem, at all that first day). In
>all, I can wait as much as 45 minutes before I can actually start a dialog
>about the problem at hand.
>
>Let me choose my words carefully. Personally, this level of technical
>support is unacceptable. It is infuriating to be at a customer site, using
a
>cell phone, under difficult conditions (100 F temperatures) -- and to have
>to deal with 45 minutes delays, or no help at all. I have worked in the
high
>tech field all my adult life (IC design, software development, high speed
>communications) and my experience with Xantrex ranks among the worst.
>
>All companies have to balance the resources they apply to tech support
>including the fluctuations in call volume. New products typically cause a
>spike in volume for the obvious reasons. Nonetheless, most companies figure
>all this out. The ones that don't should cause their customers (us) concern
>that greater challenges are taking precedence. I hope that in not the case
>with Xantrex.
>  
>

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