[RE-wrenches] service call reimbursement

Thu Jun 16 07:18:21 PDT 2016

I WILL SECOND THAT!     SMA you out there….. oh yea thats right, NOT! I swear by offering such poor service, its almost that they are trying to leave the US market. Piss off the installers w/ NO support and no more market they have to “service”. I sold more SMA equipment then anything else but now I can NOT justify selling it w/ the LACK OF PROFESSIONAL help when its needed. 
Perhaps they still have a manu rep that can respond to this . TUMP

> On Jun 16, 2016, at 8:22 AM, Matt Partymiller <matt at solar-energy-solutions.com> wrote:
> 
> I am shocked anyone would refer to SMA's tech support (at least in the
> past year) as good.  At least 50% of the time that I have to call SMA I
> end up on hold for 45 minutes before the automated system just hangs up on
> me.  Most of the level one support staff are useless.  If I try to leave a
> message I never get a return call.  SMA service used to be good.  Right
> now it is about the worst in our industry.  Their saving grace is a
> product that works well (except the Arc Fault detection).
> 
> Matt
> 
> 
> Matthew Partymiller
> Solar Energy Solutions LLC
> (877) 312-7456
> matt at solar-energy-solutions.com
> 
> 
> 
> On Wed, June 15, 2016 7:19 pm, William Miller wrote:
>> Fronius is like Sears tools. The warranty is good but you have to use it
>> all the time. 500% failure rate on Fronius for us. We use only SMA. The
>> TL-22 series has great features. So far it is reliable. SMAs grid tie
>> tech support is good. Less impressed with island support.
>> 
>> William Miller
>> 
>> 
>> 
>>> On Jun 15, 2016, at 2:26 PM, scot.arey at solarcentex.com wrote:
>>> 
>>> 
>>> Fronius has been wonderful and as you say, they are prompt.
>>> 
>>> 
>>> More importantly, they have a tech team one can reach quite quickly.
>>> 
>>> 
>>> Strongly recommend the company and its product line.
>>> 
>>> 
>>> Howard "Scot" Arey
>>> Solar CenTex
>>> 254-300-1228
>>> 
>>> 
>>> Sent from Outlook Mobile
>>> 
>>> 
>>> 
>>> 
>>> On Wed, Jun 15, 2016 at 3:30 PM -0500, "Sky Sims"
>>> <sky at ecologicalsystems.biz> wrote:
>>> 
>>> 
>>>> Just found out the hard way that Solectria (now Yaskawa?) doesn't do
>>>> service call reimbursement or cover downtime of their product during
>>>> the warranty period. They promised the world when I was in the
>>>> inverter selection process but once they get the equipment out the
>>>> door apparently down time and the site visits spent fixing their
>>>> product is their customers problem. We're thinking about switching
>>>> inverter brands, which inverters have the best reimbursement policies
>>>> right now? My experience has been:
>>>> SMA pay's $150 per inverter per truck roll(although it can be
>>>> difficult collecting from them). ABB pays $150 (although it can be
>>>> difficult to collecting from them) Schneider Electric pays $150
>>>> (they've been really quick to pay anytime there is an issue)
>>>> Fronius pays $250 (they’ve been really quick to pay anytime there is
>>>> an issue)
>>>> 
>>>> That's my list right now and when it comes to reimbursing installers
>>>> for problems with their equipment during the warranty period Fronius
>>>> looks like the big winner right now with Schneider coming in a close
>>>> second.
>>>> 
>>>> My two cents,
>>>> Sky Sims
>>>> Ecological Systems
>>>> 
>>>> 
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> Tump at swnl.net <blocked::mailto:Tump at swnl.net%22%20%5Co%20%22blocked::mailto:Tump at swnl.net>               www.SWNL.net <blocked::http://www.swnl.net/%22%20%5Co%20%22blocked::http://www.swnl.net/>
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