[RE-wrenches] wrenches] Fronius Installer Support Sucks

Wed Oct 16 05:49:49 PDT 2013

Jeff,
   Ditto with Mac and Bob-O.  Deal directly with tech support and they seem to be able to get a replacement right out.  And they do send a check.... always a nice conclusion to the service call.   I have had a half dozen over the years and all went well.

John
CV Solar

-----Original Message-----
From: Mac Lewis <maclewis1 at gmail.com>
To: RE-wrenches <re-wrenches at lists.re-wrenches.org>
Sent: Wed, Oct 16, 2013 8:43 am
Subject: Re: [RE-wrenches] Fronius Installer Support Sucks

Jeff,

I agree with Bob-O, the Tech support staff is very responsive.  They will know how to get it done quickly.  They may expedite if you explain your situation.  Here is another number for tech support (877)-376-6487.

Unfortunately, we have swapped out quite a few Fronius Inverters (over 30), but they have always owned up to their warranty.

Good Luck

On Wed, Oct 16, 2013 at 6:56 AM, Bob-O Schultze <bob-o at electronconnection.com> wrote:

Jeff,
Bummer. Sounds like you should be madder at Conergy than Fronius here, but it's obviously a FUBAR all around. I've sold and installed Fronius for many years. During that time, I've had about six failures. All were dealt with swiftly and replacement sent out right away. The installer compensation checks take a bit of time to come through, but they always come. Have you been dealing directly with Fronius Tech support? Their # is 810.220.4414.
Bob-O

On Oct 15, 2013, at 11:07 PM, Jeffrey Yago wrote:

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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Mac Lewis

"Yo solo sé que no sé nada." -Sócrates

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