[RE-wrenches] Outback customer service???

penobscotsolar at midmaine.com penobscotsolar at midmaine.com
Tue Dec 8 17:19:37 PST 2015 

I talked to David Hamilton (head of technical support) about this almost
six months ago. I'm not sure why, but things have not changed as of yet.
Hopefully soon.


> 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
>> "Responsible Technologies for Responsible People since 1988"
>>  Please consider the environment before printing this email.
>>
>>
>>
>> -----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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>
>> Tump at swnl.net               www.SWNL.net
>>                 Solarwinds Northernlights
>>        Serving Mid Coast Maine & Northern California
>>                          207-832-7574   Cl. 610-517-8401
>>                               Blair "TUMP" May
>>                ********  MAINE'S CHARTER ********
>>                       NABCEP    "Certified PV Installer"
>>
>>               ********  MAINE'S CHARTER ********
>>                   Trace Xantrex "Certified" Dealer / Installer"
>>
>
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