[RE-wrenches] Has anyone ever had one of his customers get a note from SolarEdge like this one?

[Kirk Herander]

call solaredge and IMMEDIATELY demand a level 2 tech, once you finally  get
a real person on the line. Most newby level 1's are reading off a debug
sheet you can find online. Seriously.
I know this for a fact, and the only reason I get a relatively quick
response is for this reason. AND also tell the phone tree you are on site,
even if you aren't, sorry if you are lying.  Also call as soon as they open
for service, that's 8am EST as I recall.

it's ridiculous the level 1 problems go to headquarters in Israel, if you
submit an online request for service.



On Mon, Aug 15, 2022 at 7:55 PM Scot Arey via RE-wrenches <
re-wrenches at lists.re-wrenches.org> wrote:

> We just had the second SE7600 Energy Hub internal error in a year at one
> of our sites. Our customer none too pleased as you might imagine. We send
> in pics to SolarEdge and they say they are assessing since this is 2nd
> inverter failure. Customer gets super upset and calls SE to be told – and
> I’m summarizing – oh, your installer didn’t send in what we need.
>
>
>
> Huh? We sent in the pics as requested and were told they were assessing
> and not once have we been asked for further details or better pics, even
> after we called back for updates.
>
> The customer insists to SE, “send me new inverter” and SE sends this
> attached note to the customer. I almost fell over…I’ve put in hundreds and
> hundreds of SolarEdge to include many dual-inverter/BUI/storage systems and
> to have a tech roll me and my company under the bus like this is stunning.
>
>
>
> Has this happened to anyone else?
>
>
>
> P.S. – I tried calling SE today for support and was told the wait was “116
> minutes.” This just isn’t working. I can’t be the only one.
>
> Posted this on LinkedIn a month ago – no retractions:
> https://www.linkedin.com/feed/update/urn:li:ugcPost:6948389740500987904?utm_source=linkedin_share&utm_medium=member_desktop_share&utm_content=post
>
>
>
>
> _______________________________________________
> List sponsored by Redwood Alliance
>
> Pay optional member dues here: http://re-wrenches.org
>
> List Address: RE-wrenches at lists.re-wrenches.org
>
> Change listserver email address & settings:
> http://lists.re-wrenches.org/options.cgi/re-wrenches-re-wrenches.org
>
> There are two list archives for searching. When one doesn't work, try the
> other:
> https://www.mail-archive.com/re-wrenches@lists.re-wrenches.org/
> http://lists.re-wrenches.org/pipermail/re-wrenches-re-wrenches.org
>
> List rules & etiquette:
> http://www.re-wrenches.org/etiquette.htm
>
> Check out or update participant bios:
> http://www.members.re-wrenches.org
>
>

-- 

*Kirk Herander / **kirkh at vermont.solar <kirkh at vermont.solar>*

*Owner|Principal, VT Solar, LLC*

*Celebrating our 31st Anniversary 1991-2022!!*

*www.vermont.solar*
<https://nam02.safelinks.protection.outlook.com/?url=www.vermontsolarnow.com&data=02%7C01%7C%7C9f0330d75a244870112408d685311841%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C636842843233477645&sdata=0NjyuKeQbEK6245SNnk8X4XnP9Q%2B%2BqtvcALkdDghvk4%3D&reserved=0>

dba Vermont Solar Engineering

802.863.1202
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.re-wrenches.org/pipermail/re-wrenches-re-wrenches.org/attachments/20220815/57847210/attachment.htm>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: image001.png
Type: image/png
Size: 136365 bytes
Desc: not available
URL: <http://lists.re-wrenches.org/pipermail/re-wrenches-re-wrenches.org/attachments/20220815/57847210/attachment.png>