[RE-wrenches] Outback customer service?

Matt Partymiller matt at solar-energy-solutions.com
Tue Dec 8 14:41:04 PST 2015


Larry,

I have had as much or more difficulty reaching Outback as what anyone here
has explained (and experiences that belong in another forum).  I don't
think what Peter describes is something Outback will remotely support.  In
fact, I have had Outback techs provide me a process for fixing/testing a
problem, say they cannot wait 15 minutes on hold for me to fix/test the
problem, and then tell me they are not allowed to call me back in 15
minutes to check on the fix - instead directing me to call back in to tech
support so I can spend an hour on hold only to end up talking with a
different tech who knows nothing about the issue (presumably I am on the
Outback blacklist).

For what it is worth, my observation has been that calling around 6 AM PST
meets with more luck than anything mid-day or late day.  I assume all the
west coast folks pile on to my calls by around 10-11 EST.  Just an
anecdotal observation.  No hard data.

Best of luck.

Matt



On Tue, December 8, 2015 5:15 pm, Starlight Solar Power Systems wrote:
> Hi Peter,
>
>
> I only had the option to leave a message and after about 1 hour on hold I
> did so. That was a week ago. I had not heard of calling at a specific
> hour. Is this something they suggest? Where did you hear of this 0700
> calling time?
>
> Larry
>
>
>
>
> On Dec 8, 2015, at 3:00 PM, Peter Parrish <peter.parrish at calsolareng.com>
> wrote:
>
>
> 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
>
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Matthew Partymiller
Solar Energy Solutions LLC
(877) 312-7456
matt at solar-energy-solutions.com





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