[RE-wrenches] Sol-Ark Warranty Support

[Lou Russo]

Aloha All,

Unfortunately, we have found that emailing or calling Sol-Ark (and most
other manufacturers) daily about RMA's is the only way to move the ball
forward. Even doing that it is, taking us about a month from the first tech
support call to receiving the RMA unit. They did charge us a deposit
($2,300) for the first time last month and then they failed to include a
return shipping label. Compared to SolarEdge, Sol-Ark appears fast and
competent.

As far as labor compensation, who else beside Enphase is paying out?

Aloha,
Lou Russo
Spree Solar Systems LLC
C-34322



On Wed, Jun 4, 2025 at 2:09 AM david quattro via RE-wrenches <
re-wrenches at lists.re-wrenches.org> wrote:

> A few years ago I took SolArk to small claims court. I kept meticulous
> records, logging months of their disappointing denials and botched tech
> support. SolArk legal department tried to shift legal jurisdiction from my
> local country to their Texas jurisdiction. It was an insult to my
> intelligence. Needless to say I didn’t sign that document of theirs.
>    They settled the day before the court date. via electronic funds
> transfer SolArk paid the full amount I had asked for. The  frustrating and
> ridiculous part is that it would have cost *them* much less if they had
> just provided good service.
>    For me it boils down to: what manufacturer provides the flexible
> functionality my customers need, high quality monitoring, and the most
> reliable up-time? I’ve decided to stick with SolArk, and I regularly sing
> their praises.
>      But when they don’t act right, they force our hand. If enough
> installers hold them accountable, my hope is that their Warranty/ Customer
> Service Department will get real. They also need to pay for the labor
> associated with failed components, just like most other ethical
> manufacturers have done for decades.
>
>
>
>
> On Wed, Jun 4, 2025 at 4:46 AM Jason Szumlanski via RE-wrenches <
> re-wrenches at lists.re-wrenches.org> wrote:
>
>> We have had this discussion before. I'm afraid to say – it's not getting
>> any better.
>>
>> I have been dealing with a faulty 15K for months. I replaced boards after
>> waiting an inordinate amount of time for parts. I fought with tech support
>> over getting the unit replaced. They finally relented. Now all I want is an
>> advanced replacement unit. After much back and forth about the process, I
>> agreed to pay $3,000 for a deposit, plus shipping. They can't even seem to
>> get that right. They can't get their invoice portal to allow me to pay them.
>>
>> Total incompetence.
>>
>> I can't see myself selling another Sol-Ark unit until they get their
>> act together and liberalize their warranty processing policies.
>>
>> Jason Szumlanski
>> Florida Solar Design Group
>>
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