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

[david quattro]

sounds like you don’t want to take them to small claims court. I found it
to be easy and very effective.
  Did you try switching which inverter is the lead vs follower?



On Tue, Jun 10, 2025 at 4:07 PM Jason Szumlanski via RE-wrenches <
re-wrenches at lists.re-wrenches.org> wrote:

> 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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