[RE-wrenches] Enphase Support Non-Responsive

[Jason Szumlanski]

And like magic, I received a call 45 minutes after posting this. A VERY
helpful manager saw my (repeated) tickets and was asked by his manager to
call me. That issue got straightened out. He said they are very aware of
their backlog and they are all working overtime and hiring customer support
personnel. Again, to be clear, they are always very professional and
helpful when you actually get someone one the phone. Let's home they cut
the response times down. I'm pulling for them. They started off with world
class support, and seem intent on getting back there.

Haha, and as I type this, no joke, an email just came in with a
satisfaction survey from Enphase.

Jason



On Tue, Jul 5, 2016 at 3:46 PM, Jason Szumlanski <
jason at floridasolardesigngroup.com> wrote:

> It seems like we are talking about inverter and module customer service
> (good and bad) a lot lately.
>
> Has anyone else noticed that Enphase seems to have stopped responding to
> tickets submitted via their website? Hold times are unacceptable, so I gave
> up on that, but nobody gets back to you when you try to contact them via
> their web form for weeks, even about an existing RMA or ticket, and they no
> longer let you update tickets by email. They are very helpful and competent
> if you get them on the phone, but who has time for that?!
>
> I'm also waiting an unacceptable amount of time on a major module
> manufacturer warranty claim right now. I'd love to see Home Power or
> someone do a story on manufacturer responsiveness to dealers. Things are
> generally going down hill it seems.
>
> Jason Szumlanski
> Florida Solar Design Group
>
>
>
>
>
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