[RE-wrenches] Sol-Ark Warranty Support

Wed Jun 4 07:18:33 PDT 2025

To me, and in our experience, Solaredge has the title in "jump through all
our hoops, then when you've done that, we have more for you to jump
through" along with long wait times for call backs and an absolutely
useless chat feature.

Daryl DeJoy
Island Energy Storage

On Wed, Jun 4, 2025, 10:15 AM Tyrone Houck via RE-wrenches <
re-wrenches at lists.re-wrenches.org> wrote:

> That's interesting that you say Sol-Ark has been fast and competent in
> comparison to solaredge... that hasn't been my experience at all. In my
> dealings Sol-Ark has been responsive only when pressured repeatedly and
> confidently, required a large deposit for RMAs, reluctant to provide return
> labels, and taking longer to ship than any other inverter manufacturer I've
> dealt with. On the other hand, despite a frustrating weakness for surges
> and grid events, solaredge has been quick to RMA and ship advance
> replacements and accept fault with basic tests/checks or any visual
> confirmation of internal damage. Sometimes even shipping same day or next
> day(a couple months ago I got an advance replacement within 3 business
> days!). This is not an endorsement for Solaredge in any way but I find it
> interesting how dramatically installer's experiences can vary. My hope is
> all these manufacturers step their game up in the customer support
> department!
> Sunny Regards,
>
> Tyrone Houck
> Oregon Solarworks LLC
> CCB #204937 LRT #076
> 541-787-1366
> tyrone at oregonsolarworks.com
>
>
> On Wed, Jun 4, 2025, 6:08 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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