[RE-wrenches] Outback customer service?

[Peter Parrish]

Phil Undercuffler has the title of Chief Technologist, Product Development – or something to that effect. I suggest not trying to reach him with run-of-the-mill issues, but if your want to engage him about future product development, or to get confirmation about utility issues, NEM 2.0, industry trends, etc. he is the best person at Outback Power to talk to. If you want to know more about how to program the Radian Series, he could point you to the right person.

 

I think a lot of problems with Outback can be traced to their off-grid history…

 

Has anyone tried to make a telecon appointment with Outback Tech Support: call them at 0700 h PT and ask to get a call back at a certain time later in the day?

 

-          Peter

 

Peter T. Parrish, Ph.D.

President, SolarGnosis

1107 Fair Oaks Ave.

Suite 351

South Pasadena, CA 91030

(323) 839-6108

petertor at pobox.com

 

From: RE-wrenches [mailto:re-wrenches-bounces at lists.re-wrenches.org] On Behalf Of Michael Welch
Sent: Tuesday, December 08, 2015 1:25 PM
To: RE-wrenches
Subject: Re: [RE-wrenches] Outback customer service???

 

Hi gang. 

Lones Tuss is the OutBack tech rep on the list, not Phil. He lists his phone number in the bios as 360-435-6030 -- I have no idea if that is a general OutBack number, or what. He also lists his email as ltuss at outbackpower.com


Gregory Seelhorst wrote at 12:28 PM 12/8/2015:
 




I've seen Phil Undercuffler mentioned in this group who worked there last I know.  

Greg
On Dec 8, 2015 2:22 PM, "Dana" <dana at solarwork.com> wrote: 

Same here is some one on line from Outback following this? Comment? 

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-----Original Message----- 

From: RE-wrenches [ mailto:re-wrenches-bounces at lists.re-wrenches.org <mailto:re-wrenches-bounces at lists.re-wrenches.org> ] On Behalf Of penobscotsolar at midmaine.com 

Sent: Tuesday, December 08, 2015 12:54 PM 

To: RE-wrenches 

Subject: Re: [RE-wrenches] Outback customer service??? 

I too have been frustrated with Outback tech support. I have sat on hold for as long as 40 minutes before anyone picked up. I have suggested they have a "dealers only" line and as any good customer support person would, they empathized with me..........One tech actually told me the majority of their callers were dealers. I think this speaks to the added problem battery based systems and so many new dealers installing them has brought to the industry, but I still feel Outback is doing a disservice to us all......

> HI Larry; 

> 

> I second your suggestion that dealers have a separate, expedited 

> contact line that reaches someone with a higher level of expertise. 

> 1) We're repeat customers, and their front line sales team. 

> 2) We're not going to call unless its something trickier to figure out. 

> This has been a long term problem with several of the manufacturers. 

> 

> R.Ray Walters 

> CTO, Solarray, Inc 

> Nabcep Certified PV Installer, 

> Licensed Master Electrician 

> Solar Design Engineer 

> 303 505-8760 <tel:303%20505-8760>  

> 

> On 12/8/2015 10:59 AM, Starlight Solar Power Systems wrote: 

>> Jay, Thats just nuts! 

>> 

>> I have long wondered why companies like this don’t separate customer 

>> service to “professionals” or "dealers” who are promoting, selling 

>> and installing their products from the “consumers” that bought the 

>> product online and may not have even read the manual. We, the 

>> wrenches, should have our own contact number or person. 

>> 

>> I did receive a voice mail from Outback (thank-you) now I am trying 

>> to reach them again to actually place a parts order. 

>> 

>> Larry 

>> 

>> On Dec 8, 2015, at 9:50 AM, jay <jay.peltz at gmail.com 

>> < mailto:jay.peltz at gmail.com <mailto:jay.peltz at gmail.com> >> wrote: 

>> 

>> tech support is 

>> 360-618-4363 

>> 

>> don’t leave a message unless you can wait for a few weeks. 

>> 

>> jay 

>>> On Dec 8, 2015, at 8:46 AM, Starlight Solar Power Systems 

>>> <larry at starlightsolar.com <mailto:larry at starlightsolar.com>> wrote: 

>>> 

>>> Does anyone know how to reach Outback customer service? I have 

>>> called, waited and left messages and emailed them with no response. 

>>> 

>>> Thank you, 

>>> 

>>> Larry 

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