<html>
<body>
Hi Chris,<br><br>
Thanks for your involvement with this. I will answer below.
<ul>
<li>On the activation issue, Generac required not only the serial number,
but the exact address. The system was off grid in a remote location and
had no mail delivery. The client was not available for information, so we
could not get an activation. The customer service rep at Generac said she
would give me the activation code, but that it would violate the
warranty. I declined to receive the code under these circumstances.
<ul>
<li>I was told that if the generator was moved from its initial location,
the warranty would be voided.
</ul>
<li>The oil hose did not result in the shutdown of the generator. It
should have. Also, the over-temperature shutdown did not activate, even
though the machine was extremely overheated. The fact that it did not
shut down is extremely puzzling and alarming.
<li>A Generac service tech has been out and is being extremely helpful.
The service tech feels as we do that the unit should be replaced, not
repaired. There are four reasons I feel it should be replaced.
<ul>
<li>It got way too hot.
<li>II ran with most of the oil blown out
<li>The over temperature shutoff failed
<li>The oil hose issue did not result in a shutdown as it was supposed
to.
Generac will certainly repair the unit, but we feel replacement is
appropriate.
</dl>Thanks again for your support.<br><br>
Drake <br><br>
At 06:34 PM 9/25/2013, you wrote:<br>
<blockquote type=cite class=cite cite="">Drake,<br>
As a Generac service dealer, I brought your generator problem to the
attention of Generac's managers. They had a couple of comments:<br>
1) The activation issue sounds like a misunderstanding. Activation is
only a data gathering process, I normally do it online (
<a href="https://www.activategen.com/">https://www.activategen.com/</a>
). There is no reason why you could not do it on behalf of the
customer.<br>
The activation reps do not handle service calls.<br><br>
2) The oil hose issue should have resulted in a shutdown which would have
been simple to remedy. There's no record of generators being damaged by
this issue. However, if this is what happened, Generac is very good about
warranty repair and would be very responsive. I would call the nearest
Generac dealer and let them file a warranty claim. It does not matter
that the generator was not purchased from the dealer, all dealers are
required to handle warranty for any generator as they get paid to repair
the units.<br>
Generac will advise the dealer how to proceed. You seem to indicate
Generac did not want to replace the unit but I also get the feeling no
tech has looked at the unit yet. You have to follow the process. Generac
will determine the best course of action once they know the
details.<br><br>
Feel free to pass on any issues you are having resolving this issue. I
can get the service manager involved if you feel you are not getting
adequate response but you do need to get a service dealer involved before
any repairs or replacements can be discussed.<br><br>
Chris<br><br>
<br><br>
<br>
On Tue, Sep 24, 2013 at 10:34 AM, Drake
<<a href="mailto:drake.chamberlin@redwoodalliance.org">
drake.chamberlin@redwoodalliance.org</a>> wrote:<br>
<dl>
<dd>Wrenches,<br><br>
<dd>An unknown quantity of Generac EcoGens went out of the factory with
incorrectly connected oil lines. We are working with Generac now,
concerning a new unit that destroyed itself on its first run.<br><br>
<dd>After we hooked the machine up and left, the customer manually
started the machine the following day. We were not able to do the startup
because we did not have all the information</u> needed for Generac to
provide us with the access code needed to start the unit. The
representative told me she would give me the code, but that it would void
the warranty! Beware of the many EcoGen warranty
loopholes!<br><br>
<dd>After providing the necessary information to Generac and receiving
the access code, my client started the unit and watched happily as the
machine ran quietly and charged the batteries at twice the rate of her
old unit. She went about her chores, and 2 hours later noticed that the
yard had a tremendous amount of smoke in it. The generator was pouring
out smoke. The lid of the enclosure was too hot to touch. <br><br>
<dd>The machine was seriously damaged. Much of the oil was blown out.
Neither the over-temperature nor the low engine oil shutdown functioned
to protect the unit</u>.<br><br>
<dd>We are asking Generac to provide a new unit, not repair the flawed
one, as the amount of overheating could have damaged unknown components.
We understand that Generac would prefer to repair instead of
replace.<br><br>
<dd>Under the circumstances, it would be wise to monitor a new EcoGen for
much longer than would normally be required after startup. How
long? I don't know. I'd wait two hours to feel safe.<br><br>
<dd>Best,<br><br>
<dd>Drake <br><br>
<dd><a name="14150648a96d55ee__MailAutoSig"></a>Drake Chamberlin<br>
<dd>Athens Electric LLC<br>
<dd>OH License 44810<br>
<dd>CO License 3773<br>
<dd>NABCEP Certified Solar PV Installer<br>
<dd><a href="tel:740-448-7328">740-448-7328</a><br>
</i>
<dd><a href="http://athens-electric.com/">http://athens-electric.com/</a>
<br>
<dd> <br><br>
</dl></blockquote></body>
</html>