[RE-wrenches] Distributors versus manufacturers providing support

[Tyrone Houck]

Maybe it was timing and I was ahead of the integration curve but Midnite
tech support sent my installer account login via email. I agree it seems an
odd prospect to get technical support or monitoring access from a sales
rep, though I have yet to use eg4 or any other equipment that channels it's
tech support through distributors. Reminds me of generator and small engine
equipment companies...
Have a great day everyone!

Tyrone Houck
Oregon Solarworks LLC
CCB #204937 LRT #076
541-787-1366
tyrone at oregonsolarworks.com




On Tue, Apr 22, 2025, 6:45 AM Maverick Brown via RE-wrenches <
re-wrenches at lists.re-wrenches.org> wrote:

> Jason
>
> I agree with you. It is strange and dumb to track down a secret handshake
> through the distribution to get access to the manufacturer’s monitoring
> service. The distributor did know I ordered but didn’t send a preemptive
> welcome message. That’s on me, of course.
>
> I installed an EG4 18Kpv and I had to call Current Connected to get the
> secret password of CurrentConnected. Haha!
>
> Fortress Power did this right and printed in the manual “use code provided
> by the distributor or just use ‘Fortress’ as the code. Great, I didn’t have
> to call anyone!
>
> I have to track down the same for MidNite AIO as well or some other
> similar account setup thing.
>
> I’m trying to consolidate what I install and recommend (and therefore have
> to manage). So far: Fortress Envy and MidNite AIO are the way to go.
>
>
> Thank you,
>
> Maverick
>
> Maverick Brown
> Off-Grid Solar Commander since 2006
> Maverick Solar Enterprises, Inc.
>  • Solar Commander Remote Power
>  • SunFlow Systems Cathodic Protection
> maverick at mavericksolar.com
> 512-460-9825
>
>
>
> On Apr 22, 2025, at 7:00 AM, Jason Szumlanski via RE-wrenches <
> re-wrenches at lists.re-wrenches.org> wrote:
>
> 
> I'm trying to get my head wrapped around distributors providing technical
> support services for manufacturers. I first noticed it with Signature Solar
> and others providing support for EG4. I thought it was strange that I
> needed to go through the distributor to establish an installer monitoring
> account for EG4. I just found out that the same thing applies to Midnite
> AIO.
>
> What makes it even more confusing is that you can get support from both
> the distributor and the manufacturer. And sometimes you get different
> answers. I have experienced this with battery integration questions. I
> think the manufacturer wants to claim maximum compatibility while the
> distributor may have a more realistic and practical understanding. In that
> respect, hearing it from a distributor, AKA salesperson, seems like a good
> idea. But when you are looking for raw technical information, it seems
> reasonable to go directly to the manufacturer.
>
> Admittedly, there has always been a little bit of overlap, but mostly it
> was technical advice geared toward the system design and component
> compatibility that you would receive from the distributor. When it came to
> technical support, fault resolution, and monitoring issues, the
> manufacturer was always the primary source. That seems to be changing in
> some cases.
>
> It seems like there is some end user risk here for both installers and
> system owners.
>
> What if you purchase products from multiple vendors? Do you need multiple
> installer monitoring accounts? How would a distributor know if they
> supplied a product for which you are seeking support? It would be hard
> enough keeping track myself. And what happens if that distributor goes out
> of business?
>
> Fun times...
>
> Jason Szumlanski
> Florida Solar Design Group
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