[RE-wrenches] Enphase Support Non-Responsive

Jason Szumlanski jason at floridasolardesigngroup.com
Sat Jul 9 04:12:48 PDT 2016


I agree with these recommendations wholeheartedly. The music is extremely
annoying. Taking it one step further and just implement a call back queue.





On Fri, Jul 8, 2016 at 1:54 PM, William Miller <william at millersolar.com>
wrote:

> 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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