[RE-wrenches] Enphase Support Non-Responsive

Jason Szumlanski jason at floridasolardesigngroup.com
Wed Jul 6 05:08:07 PDT 2016


Thanks for your response, Nick. I was just introduced to the warranty
service portal, and it is definitely a big help. Now if you can just get
hold times under control, or implement an automated call back system at
least, that would be great.

Jason


On Tue, Jul 5, 2016 at 5:35 PM, Nick Soleil <nsoleil at enphaseenergy.com>
wrote:

> Hi Jason and wrenches,
>
>
> Sorry for the trouble you had with your case.  The best way to reach our
> customer service team for expedited service is through the phone system or
> through our automated self service portal.
>
>
> The self-service portal allows you to process RMAs and receive up to date
> service notes on your cases.  We recently launched the self-service portal,
> and hope it will be of use to you all.  It can be accessed here:
>
> https://service.enphaseenergy.com/users/sign_in
>
>
> You will need to use your Enlighten user ID and credentials to access the
> portal.
>
>
>
> Cordially,
>
> Nick Soleil
>
> Enphase Energy | Field Applications Engineer
>
> (707) 763-4784 x7267  // office
>
> (707) 321-2937  // cell
>
> [image: Enphase_esig_logo6.jpg] <https://enphase.com/>
>
> Energy Evolved <http://enphase.com> ™
>
>
> *Powering What’s Next*™* | *The Enphase Energy Management System
> <http://ow.ly/HbVS3>
>
>
> NABCEP Certified Solar PV Installer #03262011-300
>
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>
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>
> ------------------------------
> *From:* RE-wrenches <re-wrenches-bounces at lists.re-wrenches.org> on behalf
> of Jason Szumlanski <jason at floridasolardesigngroup.com>
> *Sent:* Tuesday, July 5, 2016 12:46 PM
> *To:* RE-wrenches
> *Subject:* [RE-wrenches] Enphase Support Non-Responsive
>
> 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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