[RE-wrenches] Enphase Support Non-Responsive

[William Miller]

Friends:



I too struggle with the extended time it takes to reach tech support.  We
are captive by the fact that many service operations can only be performed
by Enphase tech support.  I have two suggestions:



1.    Please remove the *d&*n* music-on-hold.  I can stand being on hold
for extended periods but only if I can otherwise be productive.  The tinny,
repetitive music is a complete distraction.  Progressive companies have an
option to select no music.  I have asked this if Nick Soleil but it has not
happened.  Please implement this.

2.    Please return to the policy of allowing customers to call and inquire
about remote diagnostics.  I have had customers call in and interact with
customer support and it has been a win-win for us.  The customer feels
empowered and has a better understanding of their equipment and it saves my
time.



Thanks for considering these options.



William Miller





[image: Gradient Cap_mini]
Lic 773985
millersolar.com <http://www.millersolar.com/>
805-438-5600



*From:* RE-wrenches [mailto:re-wrenches-bounces at lists.re-wrenches.org] *On
Behalf Of *Jason Szumlanski
*Sent:* Tuesday, July 05, 2016 12:47 PM
*To:* RE-wrenches <re-wrenches at lists.re-wrenches.org>
*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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