[RE-wrenches] Fronius Installer Support Sucks

[Jeffrey Yago]

3 years ago we installed two 4 kW Fronius grid-tie inverters supplied from
two identical arrays on same roof, each with same number of same modules.
Over 2 months ago one inverter totally failed and all field tests confirmed
both inverters had same array voltage and grid voltage, but one inverter was
totally DOA.   These inverters were part of a larger order we had placed
with Conergy.  After another site visit to confirm failure and document
model number, we sent this information to Conergy to request a replacement
unit be sent so we could switch out and not require 2 separate trips as we
have done with other suppliers. 

 

A week later we were finally advised that this had to be done directly
through Fronius and they did not have a contact there that they could
provide.  After another lost week trying to find the right contact at
Fronius, we lost another week waiting on their reply.  Finally after more
emails and calls we were advised they could not ship us a warranty
replacement unit because we were had an account with Fronius.  Why should we
when we had been buying their inverters for years from Conergy?    

 

After another lost week and now a client screaming for their system to be
repaired, we finally received a form from Fronius to fill out setting up an
official "account" for our firm.   Then nothing.   Nada.  No replacement
inverter, and another lost week after we were promised by Justina Payne at
Fronius that this form was just a formality and the inverter would be
shipped as soon as this form was faxed back, which we did the same day.
After another lost week we again contacted Justina Payne as to where was our
inverter and we were then told the following:

 

Thank you for sending in the Service Reimbursement form. In order to proceed
with setting up an account for you, we need a 

business license or legal document (utility bill, etc) to confirm the
business name and mailing address on the form.

 

Note they never contacted us back to say they needed more information, and
we did not find this out until another week passed.   How Mickey Mouse is
this?  Our web site address, contact information, mail and shipping address,
phone numbers, email addresses, fax number were all on every email and fax
we have sent during this entire process, and simply clicking on our web site
link would have shown anybody in this entire process that we have been in
the same solar business at the same address with the same phone numbers
since 1992!  That's 21  years!  How long has Fronius had a U.S. address?

 

As of today we still have received no indication that the replacement
inverter is going to be shipped, and it is clear that Fronius service staff
feel their job is done if they are able to pass you on to somebody else,
regardless if that person follows up or not.  I assure you we will never
purchase another product made by Fronius and will no longer include photos
of our many past installations using Fronius Inverters in any classes we
teach or articles I write.  What has been your experience with this company?

 

Jeff Yago, P.E. , CEM,

NABCEP certified installer

DTI Solar Inc.

www.dtisolar.com

 

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