[RE-wrenches] ECO GEN ALERT

[Drake]

Hi Chris,

Thanks for your involvement with this. I will answer below.
    * On the activation issue, Generac required not only the serial 
number, but the exact address. The system was off grid in a remote 
location and had no mail delivery. The client was not available for 
information, so we could not get an activation. The customer service 
rep at Generac said she would give me the activation code, but that 
it would violate the warranty. I declined to receive the code under 
these circumstances.
        * I was told that if the generator was moved from its initial 
location, the warranty would be voided.
    * The oil hose did not result in the shutdown of the generator. 
It should have. Also, the over-temperature shutdown did not activate, 
even though the machine was extremely overheated. The fact that it 
did not shut down is extremely puzzling and alarming.
    * A Generac service tech has been out and is being extremely 
helpful. The service tech feels as we do that the unit should be 
replaced, not repaired. There are four reasons I feel it should be replaced.
        * It got way too hot.
        * II ran with most of the oil blown out
        * The over temperature shutoff failed
        * The oil hose issue did not result in a shutdown as it was 
supposed to. Generac will certainly repair the unit, but we feel 
replacement is appropriate.
    Thanks again for your support.

    Drake

    At 06:34 PM 9/25/2013, you wrote:
>    Drake,
>    As a Generac service dealer, I brought your generator problem to 
> the attention of Generac's managers. They had a couple of comments:
>    1) The activation issue sounds like a misunderstanding. 
> Activation is only a data gathering process, I normally do it 
> online ( <https://www.activategen.com/>https://www.activategen.com/ 
> ). There is no reason why you could not do it on behalf of the customer.
>    The activation reps do not handle service calls.
>
>    2) The oil hose issue should have resulted in a shutdown which 
> would have been simple to remedy. There's no record of generators 
> being damaged by this issue. However, if this is what happened, 
> Generac is very good about warranty repair and would be very 
> responsive. I would call the nearest Generac dealer and let them 
> file a warranty claim. It does not matter that the generator was 
> not purchased from the dealer, all dealers are required to handle 
> warranty for any generator as they get paid to repair the units.
>    Generac will advise the dealer how to proceed. You seem to 
> indicate Generac did not want to replace the unit but I also get 
> the feeling no tech has looked at the unit yet. You have to follow 
> the process. Generac will determine the best course of action once 
> they know the details.
>
>    Feel free to pass on any issues you are having resolving this 
> issue. I can get the service manager involved if you feel you are 
> not getting adequate response but you do need to get a service 
> dealer involved before any repairs or replacements can be discussed.
>
>    Chris
>
>
>
>
>    On Tue, Sep 24, 2013 at 10:34 AM, Drake 
> <<mailto:drake.chamberlin at redwoodalliance.org>drake.chamberlin at redwoodalliance.org> 
> wrote:
>    Wrenches,
>
>    An unknown quantity of Generac EcoGens went out of the factory 
> with incorrectly connected oil lines. We are working with Generac 
> now, concerning a new unit that destroyed itself on its first run.
>
>    After we hooked the machine up and left, the customer manually 
> started the machine the following day. We were not able to do the 
> startup because we did not have all the information needed for 
> Generac to provide us with the access code needed to start the 
> unit. The representative told me she would give me the code, but 
> that it would void the warranty!  Beware of the many EcoGen warranty loopholes!
>
>    After providing the necessary information to Generac and 
> receiving the access code, my client started the unit and watched 
> happily as the machine ran quietly and charged the batteries at 
> twice the rate of her old unit. She went about her chores, and 2 
> hours later noticed that the yard had a tremendous amount of smoke 
> in it. The generator was pouring out smoke. The lid of the 
> enclosure was too hot to touch.
>
>    The machine was seriously damaged. Much of the oil was blown 
> out. Neither the over-temperature nor the low engine oil shutdown 
> functioned to protect the unit.
>
>    We are asking Generac to provide a new unit, not repair the 
> flawed one, as the amount of overheating could have damaged unknown 
> components. We understand that Generac would prefer to repair 
> instead of replace.
>
>    Under the circumstances, it would be wise to monitor a new 
> EcoGen for much longer than would normally be required after 
> startup. How long?  I don't know. I'd wait two hours to feel safe.
>
>    Best,
>
>    Drake
>
>    Drake Chamberlin
>    Athens Electric LLC
>    OH License 44810
>    CO License 3773
>    NABCEP Certified Solar PV Installer
>    <tel:740-448-7328>740-448-7328
>    <http://athens-electric.com/>http://athens-electric.com/
>
>
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