[RE-wrenches] Sol-Ark Tech Support - Getting Nowhere

[Jason Szumlanski]

I’m once again dealing with a painful support experience from Sol-Ark
that’s confirming the broader concerns we’ve all been talking about.

Today a customer's system went completely down due to an AC coupling issue
that seems to have been triggered by a factory reset I was instructed to
perform on a previous visit. On that previous visit, the master inverter would
not connect to MySolArk, regardless of what dongle is used on it, so remote
monitoring is dead. Despite promises of escalation to Level 3 support last
week, no one has followed up. I’m still in the dark, and the master inverter
remains offline. Calling Sol-Ark today was pretty useless, as they were
having phone problems. The level 1 tech I finally reached was no help
whatsoever. They told me the level 2 tech I was previously talking to would
call me. That never happened. Sound familiar? No follow-through as usual. I
"resolved" the AC Coupling issue myself by turning it off, but we need that
solar production!

I have tried to resolve this MySolArk connection issue on multiple trips to
the site. Any dongle I use in the master inverter connects to MySolArk
(Connection Status OK), and they can see the dongle on their end. But they
can't see the inverter. Replaced the WiFi /RS232 board already under RMA.
That was useless. That was after having to convince the completely
illogical Level 1 support tech that the dongle was not the issue.

To make matters worse, I have a slave inverter that needs replacement, but
I’m reluctant to proceed while the master is still offline. Sol-Ark’s RMA
process is a mess—slow responses, redundant requests, and a $3,000 deposit
with no real accountability or urgency on their part. Phone calls drop,
emails go unanswered, and when I do get someone, they’re clearly not up to
speed on the case. This isn’t a one-off experience anymore—this is a
pattern. If you’re considering using Sol-Ark on any upcoming projects,
proceed with extreme caution. Their hardware might still check boxes on
paper, but the support is downright awful.

The return visits to this remote site have easily cost me more than a new
inverter.

Jason Szumlanski
Principal Solar Designer
Florida Solar Design Group
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