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

[William Miller]

Scott:



I can’t help with advice on the particular technical issue.  I can
sympathize, however.



This communication to the client is most unfortunate and really bad
contractor relations.  You can communicate with your customer to clear up
misinformation, but it is hard to undo this kind of damage to your
reputation.  A retraction from the manufacturer is really the only remedy.
I hope you can arrange that.



I feel your pain.  Fronious did the same thing to me a while ago and it
killed a second large project on the same commercial property.  This is
another reason I quit using Fronious.  Manufacturers' reps on this site,
please take notice.



William Miller



Miller Solar

17395 Oak Road, Atascadero, CA 93422

805-438-5600

www.millersolar.com

CA Lic. 773985





*From:* RE-wrenches [mailto:re-wrenches-bounces at lists.re-wrenches.org] *On
Behalf Of *Scot Arey via RE-wrenches
*Sent:* Monday, August 15, 2022 4:55 PM
*To:* 'RE-wrenches'
*Cc:* scot.arey at solarcentex.com
*Subject:* [RE-wrenches] Has anyone ever had one of his customers get a
note from SolarEdge like this one?



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
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