[RE-wrenches] wrenches] Fronius Installer Support Sucks

Wed Oct 16 06:50:20 PDT 2013

While I agree that they are responsive, knowledgeable, and they do provide
labor reimbursement, their criteria for swapping a bad inverter requires
too much diagnostic work. 90%+ of the time a STATE error code results in a
swap, yet they want you to spend a bunch of time diagnosing the problem
over the phone while on-site. I find myself saying in my head, "just send
me a new dang unit - you and I both know that's where this is leading."

I have to agree with Jeff that their process is pretty Mickey Mouse. The
paperwork rarely indicates which job name the inverter is replacing, and
the labor reimbursement check process is pretty nebulous (although checks
do usually appear without issue). When we do work on systems that were
originally installed by another (gone) dealer, the paperwork often lists
them as the dealer, making us wonder to whom they are going to send the
warranty check. What I disagree with is that their people are the problem.
I think they try really hard to work within the limitations of their system
to satisfy us as dealers. Unfortunately, their process requires dealers to
jump through a lot of hoops.

We have replaced under warranty at least 50% of all the Fronius inverters
we have ever installed, probably closer to 75%, and several have been
swapped multiple times, including the IG3000 in our office.

At least with microinverters all of the diagnostic work is handled remotely
and warranty swaps require only on trip. I know we've had a lot of
discussion about microinverters, reliability, and warranty, but for the
money I can't justify going out multiple times every time a string inverter
has a problem, especially if it is intermittent.

On a good note, it's infinitely better than trying to get warranty service
on a Motech inverter. Calling Taiwan isn't my favorite thing to do at 9pm
EST.

Jason Szumlanski

Fafco Solar

On Wed, Oct 16, 2013 at 8:49 AM, john <cvsolar at aol.com> wrote:

> 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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