[RE-wrenches] I know you've all said, "I told you so..." SolarEdge...

[Kirk Herander]

I find tier one to be extremely frustrating. Often times they’re not doing
much more than reading off of a published troubleshooting sheet or an app
note to try this or that.

Fortunately, I have an inside guy, a friend of a friend, who I can call
directly to get them to look into stuff for me. That’s the main reason I
haven’t abandoned them.

I think their service really went downhill when they switched to the SetApp
platform. That’s when wait times became outrageously long on the phone for
tier 1. They really oughta figure out a way to have some tier 2 people
ready to take the call over at the first hint of tier 1 cluelessness.

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

*Owner|Principal, VT Solar, LLC*

*Celebrating our 33st Anniversary 1991-2024!!*

dba Vermont Solar Engineering

802.559.1225


On Fri, May 24, 2024 at 12:12 PM Scot Arey via RE-wrenches <
re-wrenches at lists.re-wrenches.org> wrote:

> SolarEdge…I keep saying they fixed their reliability issues, but the
> latest storms in Central Texas leave me again with frustration. Some
> systems worked, others did not. Worst was ones that were surge-sensitive as
> grid utility power was restored so a system in backup yesterday turns into
> a service call with the grid back, as a finicky BUI transfer switch didn’t
> go back to grid power.
>
> Make the run to the affected customer and wait and wait and wait for tech
> support, only for them to finally take my call after I’ve packed everything
> up (how long must we wait for a call pickup?) and the first question is
> “send us pics of the installation.” Of course that is to grade the work and
> despite me saying we replaced a comms card in November, and don’t you have
> that picture still? I get the tier-1 blocking before I get to tier-2.
>
> I’ve had a lot of final straws with SolarEdge, each time assuaged by a
> “we’re fixing reliability…we’ve improved tech support” but objectively,
> this company drives most of my reliability frustration. Intra-“box” comms
> are so finicky. I’ve told them they have Backup Interface Units that get
> stuck between grid and backup during the rapid on and off utility outages
> that come with many storms and they try to say “we have not seen that” but
> I tell them I gave five examples just from me!
>
> Vent over…know many of you have left SolarEdge and I suppose its stock
> price a manifestation of that.
>
>
>
>
>
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