[RE-wrenches] Outback customer service?

Wed Dec 9 07:28:57 PST 2015

> Many, not all, OutBack Distributors offer design and tech support,  that can lead to questionable system design. I had a client discus a system that they were getting from a distributor in LA that was NOT designed correctly for the low temps here in maine. Be careful .......sometimes you DO get what you pay for.
On Dec 9, 2015, at 10:12 AM, Tom Duffy wrote:

> Hi Rebekah
>  
> Many, not all, OutBack Distributors offer design and tech support as well to dealer/installers. In most cases they will be able to answer questions on a larger range of products as well.
>  
>  
> Kind regards
>  
> Tom Duffy
> Senior Solar Design Engineer
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> From: RE-wrenches [mailto:re-wrenches-bounces at lists.re-wrenches.org] On Behalf Of Rebekah Hren
> Sent: Tuesday, December 08, 2015 5:44 PM
> To: RE-wrenches <re-wrenches at lists.re-wrenches.org>
> Subject: Re: [RE-wrenches] Outback customer service?
>  
> Advice I often give to students in PV classes: if you are trying to decide between two similar pieces of equipment at a similar cost (rack, inverter, modules, whatever), try calling the tech support line to ask a technical question and see what happens. Does anyone answer and how quickly? If so does that person have a clue as to how to answer your question? If they don't know how quickly can they get you to someone who does? I know things wax and wane over time at any company, but you can sure learn a lot about a company calling the tech support line before you spec equipment.  
>  
> I would just add that it's pretty amazing Midnite puts their tech support folks names, phone numbers and email addresses on their website. I don't think I've seen any other PV company do that. 
>  
> Rebekah
>  
>  
> On Tue, Dec 8, 2015 at 5:15 PM, Starlight Solar Power Systems <larry at starlightsolar.com> 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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