[RE-wrenches] Outback customer service???

[Tump]

I just got off the phone w/ Sandra Herrera, making her aware of this thread. Sandra said she is aware of our frustrations and is working to correct this. While she is relative new at OB she feels that she does have their support to develop something that may satisfy our needs regarding a dealer only line. I doubt that this will happen overnight but as she; said WE THE INSTALLERS are the most important part of OB. Without us being confident in their support, we the installers, will sell other products.
 She is open to suggestions and is looking for feed back.. that would be creative feed back folks.  Tump
On Dec 8, 2015, at 2:56 PM, Dana wrote:

> Same here is some one on line from Outback following this? Comment?
> 
> ----------------------------------------------------------------------------
> Dana Orzel 
> Great Solar Works, Inc -  NABCEP # 051112-136
> E - dana at solarwork.com  - Web - solarwork.com 
> O - 970.626.5253  C - 208.721.7003
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> 
> -----Original Message-----
> From: RE-wrenches [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
>> 
>> 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>> 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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