[RE-wrenches] Any contacts at Sol-Ark

[William Miller]

Friends:



It’s amazing how different people’s experiences can be:  I installed a
Soul-Arc 12 in my shop a week or two ago.  I was having trouble connecting
to my Wi-fi and programming for battery only.



I was told there was a bad batch of dongles shipped but the problem could
be fixed remotely.  It took a couple of calls but within an hour every
issue was resolved.  I even got two call backs originating from tech
support.



My wait time on the phone was always less than 3 minutes.  I had to pinch
myself to make sure I wasn’t dreaming.



Maybe my problems were just simple enough that low-level techs could take
care of them and harder problems would have taken way longer.  I am
mystified.



I now have 3 Deka Duration 5.3 batteries installed and I am no longer
buying energy at $0.62/kwh from 4P to 9P.  The programming capabilities of
the Soul Arc are very powerful.  The Duration batteries were plug-and-play
for closed loop with the optional cable.  I recommend the Soul Arc with the
Duration batteries and will be offering them to clients.



William



Miller Solar

17395 Oak Road, Atascadero, CA 93422

805-438-5600

www.millersolar.com

CA Lic. 773985





*From:* RE-wrenches [mailto:re-wrenches-bounces at lists.re-wrenches.org] *On
Behalf Of *Jay via RE-wrenches
*Sent:* Tuesday, June 10, 2025 5:30 PM
*To:* RE-wrenches
*Cc:* Jay
*Subject:* Re: [RE-wrenches] Any contacts at Sol-Ark



I have to say listening to all the issues with lack of tech support and
real issues and paying for warranty etc.



I have no desire to buy or sell sol ark



Jay



On Jun 10, 2025, at 5:40 PM, Daryl DeJoy via RE-wrenches <
re-wrenches at lists.re-wrenches.org> wrote:



I'm an asking SolArk to put a tech support person on this list. Hang tight,
they will likely reach out to Michael Welch tonight.



Daryl



On Tue, Jun 10, 2025, 7:26 PM Michael Morningstar via RE-wrenches <
re-wrenches at lists.re-wrenches.org> wrote:

Hello All,

Does anyone have any contacts at Sol-Ark? I have a system that went
off-line over a year ago, soon after they changed from PVPRO to MySol-Ark.
I've been to the site more times than I can count. At first, they gaslit me
and said the problem was my customer's router. I brought in an IT
specialist who proved it wasn't. So they said that the dongle got bricked
from the change to MySol-Ark, and sent a new dongle, which I swear took a
month or two. Dongle didn't solve the issue and they tried blaming
the router. So we paid for the IT guy to come out. Again. Next dongle
didn't solve the issue. So they sent a new WiFi card. Still won't connect
to the internet. But now the Inverter sees the customers WiFi signal which
it didn't previously, causing us to run ethernet from the house to the
utility building. Phones and computers connected to WiFi out there. But
Sol-Ark said no it wasn't their fault. A typical site visit goes like this:
Get to site and replace X part. No effect. Call Sol-Ark. Explain in
excruciating detail the minutia of all the system intricacies to some
low-level. Get bullshit response. Ask to speak to someone who can help.
Told that someone will call me back (I explain that I'm out in the field).
And only once did someone actually call me back. Like a week later. Many
instances like this.



I'm trying to arrange to have tech support available at a time when I can
bring out our IT guy. I left a message this morning and I have sent Jharen
two emails. No response. I could really use some help if someone knows
anyone at the company that could see this through.



This is only my third Sol-Ark install. The first used 8 12ks and we were
unable to commission it due to poor tech support. It was only after
reaching out to the founder/CEO that we got someone competent that we
realized we had mislabeled 8Ks in the mix. The second install is this one.
Currently doing a 60K and then I'm done with them.



-- 

Michael Morningstar
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