[RE-wrenches] Generac EcoGen Failure.

[Mac Lewis]

Hi Luke,

I'm happy to help. You can contact me off-list.

Thanks
On Nov 2, 2015 10:19 AM, "Luke Christy" <sgsrenewables at gmail.com> wrote:

> Hello Wrenches,
>
> I've installed quite a few of the small 6 kW Generac EcoGen units for my
> off-grid customers and have been pretty pleased with them…up to now. The
> 15kW EcoGen unit recently became available and I commissioned one last week
> for a nearby off-grid site. The generator ran fine the first day, then the
> very next day I got a call from the customer saying that the genny auto
> started, ran for less than an hour, then started sounding funny and shut
> off with an error alarm. I made a site visit to check out the problem, and
> found that it would not start. Some further investigation suggests that
> there is some electronic control issue keeping it from running. The error
> code suggests a component failure.
>
> This is a brand new generator with less than 3 hrs of run time.
>
> The real issue I'm facing is that despite the fact that I am a Generac
> "Dealer", Generac refuses to give me access to Tech support or to help me
> with any troubleshooting over the phone. I can't get access to any service
> manuals or, really, anything unless I pay them ~$2k to become a Service
> dealer by attending some Tech training classes and buying a  bunch of spare
> parts I will likely never need. In general I'm not opposed to doing this as
> I work on generators all the time and it would be a good niche for my area,
> however it wouldn't help in this case, and I'm not exactly eager to pay
> Generac for training after the brushoff I got when I talked to Customer
> Support about this issue.
>
> Generac says my only option to get any kind of help or service on this
> generator is to contact a Service dealer. As I am based in rural Southern
> CO, the closest Service dealer is 3-1/2 hrs away. Of course this leaves me
> in a lousy position and makes it nearly impossible for me to help my
> customer in a timely manner, as it might take a week to get someone out
> here and then I'll likely have to pay for the drive time because the
> warranty won't cover anything over 100 miles round trip.
>
> I have to say I'm pretty much appalled at this lack of support for an
> obvious warranty issue with a  brand new product.
>
> I know we've had some Generac discussions on here before. Seems like we
> may even have a couple of Generac Service folks on this list. Any advice on
> how I could get some troubleshooting help without bringing someone in from
> halfway across the state? Or does anyone know of a good Generac forum where
> I might be able to get some help?
>
> Thanks as always. I appreciate this list.
>
> -Luke
>
> NABCEP Certified PV Installation Professional™: Certification #031409-25
> NABCEP Certified Solar Heating Installer™: Certification #ST032611-03
>
> Solar Gain Services, LLC
> PO Box 531
> Monte Vista, CO. 81144
> SGSRenewables at Gmail.com
> 719.588.3044
> www.sgsrenewables.com
>
>
>
>
>
>
>
>
>
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