[RE-wrenches] outback power wrench support?

[R Ray Walters]

A refurbished unit might be appropriate for a warranty replacement of a controller that had a couple years on it.  A new product that was "Dead On Arrival" definitely calls for a new unit.  That's what the customer paid for.  Outback generally makes a decent product, but as you've found, their customer service is truly lacking.  It's why I tried to move to support other companies, like Midnite Solar when possible.
Nobody (including me) is perfect, but how they handle problems speaks volumes about their integrity.

Ray Walters

On Jun 20, 2012, at 6:35 PM, Allan Sindelar wrote:

> Todd,
> No, this has always been Outback's warranty policy. Agreed, it sucks. For awhile Sandra in tech support found ways to quietly "make it right" on bona fide warranty issues, but she moved on. 
> 
> But if the FM80 was defective out of the box, you should have received a new one. You might talk with Phil U. - he would understand the customer's dissatisfaction, as he cut his industry teeth as an installer and has seen it from your perspective.
> 
> Good luck,
> Allan
> 
> Allan Sindelar
> Allan at positiveenergysolar.com
> NABCEP Certified Photovoltaic Installer
> NABCEP Certified Technical Sales Professional
> New Mexico EE98J Journeyman Electrician
> Founder and Chief Technology Officer
> Positive Energy, Inc.
> 3209 Richards Lane (note new address)
> Santa Fe, New Mexico 87507
> 505 424-1112
> www.positiveenergysolar.com
> 
> 
> 
> On 6/20/2012 5:46 PM, toddcory at finestplanet.com wrote:
>> wrenches,
>>  
>> i recently installed a grid-tie with battery backup system. the fm 80 was defective out of the box, so i called outback for a replacement. i got a refurbished unit which when installed resolved the problem. the customer was not happy about paying for a new unit and getting a used one.
>>  
>> when contacting outback about why a new (defective) charge controller was replaced with a refurbished one and how can i be compensated for basically doing outback's product quality control i was told:
>>  
>> "OutBack Power Technologies does not offer compensation for warranty work."
>>  
>> question: is this the new norm at outback? if so... this is a sad day for me.
>>  
>> todd
>> 
>> 
>> 
>> Sent from Finest Planet WebMail.
>> 
>> 
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