[RE-wrenches] Monitoring - The Dilemma

[Will White]

We're starting to tell clients that we'll come out and troubleshoot but if the problem is found to be with their internet connection we charge them for the service call.  We're spending way too much time fixing monitoring systems for reasons described below.

Thanks,
Will


__________________________________________________________________________________________
Will White
Regional Field Operations Manager - New England

Real Goods Solar
64 Main St.
Montpelier, VT 05602
Tel: (802) 223-7804
Cell: (802) 234-3167
www.realgoodssolar.com



-----Original Message-----
From: re-wrenches-bounces at lists.re-wrenches.org [mailto:re-wrenches-bounces at lists.re-wrenches.org] On Behalf Of August Goers
Sent: Saturday, June 01, 2013 11:31 AM
To: RE-wrenches
Subject: [RE-wrenches] Monitoring - The Dilemma

Hi Wrenches,

As we're building up a larger and larger grid tied PV installation portfolio we're also building up hundreds of monitoring systems. We have monitoring systems from SunPower, SMA, Enphase, Power-one, Locus Energy, SunRun, and several others. We also have monitored SHW systems.

I'm finding that except for the occasional inverter failure, our systems are running well but we have frequent monitoring issues. Most often the monitoring system has become disconnected from the internet for some reason. Other times the monitoring system has lost signal strength which is common with Enphase (it may have been weak to begin with). Other times the monitoring systems have failed. And occasionally there is actually a production problem which really needs to be addressed.

I'm a firm believer that monitoring empowers our clients and us to better understand how their systems are operating. However, the burden of keeping all these systems running is starting to have a significant cost on our business. It is easiest to solve problems when we have a motivated client who can help troubleshoot remotely on the phone. But other clients really just don't seem to care. For example, I spent a couple hours a while back troubleshooting a system and it turned out that our client's grandson had disconnected the data logger to plug in his X Box. Many people are totally clueless about internet issues. Internet service providers and routers are also likely to change throughout the years causing even more connection issues.

SunRun's system is good because it uses cell technology to completely bypass the client's internet system. However, these don't always run smoothly either and cell reception can be a problem.

How are other Wrenches dealing with ongoing customer service and expectations for their monitoring systems? Any ideas out there on how to put more responsibility on the client while still keeping them happy?

Thanks in advance,

August


August Goers
Luminalt Energy Corporation
o: 415.641.4000
m: 415.559.1525
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