[RE-wrenches] Sol-Ark Warranty Support

[david quattro]

SMA, Fronius, and Generac all pay labor reimbursement.



On Wed, Jun 4, 2025 at 6:09 AM Lou Russo via RE-wrenches <
re-wrenches at lists.re-wrenches.org> wrote:

> 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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