<p dir="ltr">Wrenches<br>
We have only purchased Cummins gen sets and out rep said that the general issues have been very good for there business which I thought was very interesting<br>
Just sayin<br>
Jerry</p>
<div class="gmail_quote">On Nov 15, 2015 5:32 PM, "John Blittersdorf" <<a href="mailto:john.blittersdorf@gmail.com">john.blittersdorf@gmail.com</a>> wrote:<br type="attribution"><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div dir="ltr">Luke,<div> Just saw your post and ditto about Generac's lack of technical support. I simply want to ask about an error message that is not mentioned the troubleshooting section of their "installation manual". I was thinking of taking their training but didn't realize it was $2k. I have sold 14 Ecogens to date over the last two and a half years and have had problems with 4 of them. When I consider all the time I have spent trying to get information and activation from them, I haven't made $2000 on the whole lot. I like the Ecogen I have one EcoGen 6kw on a mountaintop transmitter site that has run flawlessly for over 2000 hours in a year and a half. I monitor it with OpticsRE and after practically living on that mountaintop nursing a 3000 hour Kohler, I kind of miss the mountaintop. It has been so flawless that the owner of the site just does the 500 hour oil changes when they are up working on their transmitters. But being a sales dealer and being kept in the dark about servicing is not good. I currently have one that is showing an error message of low output voltage and won't stay running after firing up. I have called every Generac authorized service company within 100 miles (7 of them) and cannot get any of them to provide service in a timely manner. They say 2 weeks or don't offer to come at all and some will only service the ones they sell because they are just too stretched out. Understandable but doesn't help.</div><div><br></div><div> I found when I couldn't activate one of the units, waiting two hours on hold, and trying online only to have it reject a proper physical address or email address, that calling the sales department did get some internal communications going. I am going to try that tomorrow when they open. Leaving customers hanging with warranty issues is problem for their sales people as well. They DO answer the phone. </div><div><br></div><div>I may have to contact Mac or Chris or if there are any other wrenches with some ideas. Since I can't get a tech, I will have to go back there again for the third time to do some troubleshooting myself. Ironically, this customer previously had</div><div>a Generac Guardian purchased at Home Depot that actually lasted 3000 hours, much to my surprise.</div><div><br></div><div>John Blittersdorf</div><div>Central Vermont Solar & Wind</div></div><div class="gmail_extra"><br><div class="gmail_quote">On Mon, Nov 2, 2015 at 12:19 PM, Luke Christy <span dir="ltr"><<a href="mailto:sgsrenewables@gmail.com" target="_blank">sgsrenewables@gmail.com</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">Hello Wrenches,<br>
<br>
I've installed quite a few of the small 6 kW Generac EcoGen units for my off-grid customers and have been pretty pleased with them…up to now. The 15kW EcoGen unit recently became available and I commissioned one last week for a nearby off-grid site. The generator ran fine the first day, then the very next day I got a call from the customer saying that the genny auto started, ran for less than an hour, then started sounding funny and shut off with an error alarm. I made a site visit to check out the problem, and found that it would not start. Some further investigation suggests that there is some electronic control issue keeping it from running. The error code suggests a component failure.<br>
<br>
This is a brand new generator with less than 3 hrs of run time.<br>
<br>
The real issue I'm facing is that despite the fact that I am a Generac "Dealer", Generac refuses to give me access to Tech support or to help me with any troubleshooting over the phone. I can't get access to any service manuals or, really, anything unless I pay them ~$2k to become a Service dealer by attending some Tech training classes and buying a bunch of spare parts I will likely never need. In general I'm not opposed to doing this as I work on generators all the time and it would be a good niche for my area, however it wouldn't help in this case, and I'm not exactly eager to pay Generac for training after the brushoff I got when I talked to Customer Support about this issue.<br>
<br>
Generac says my only option to get any kind of help or service on this generator is to contact a Service dealer. As I am based in rural Southern CO, the closest Service dealer is 3-1/2 hrs away. Of course this leaves me in a lousy position and makes it nearly impossible for me to help my customer in a timely manner, as it might take a week to get someone out here and then I'll likely have to pay for the drive time because the warranty won't cover anything over 100 miles round trip.<br>
<br>
I have to say I'm pretty much appalled at this lack of support for an obvious warranty issue with a brand new product.<br>
<br>
I know we've had some Generac discussions on here before. Seems like we may even have a couple of Generac Service folks on this list. Any advice on how I could get some troubleshooting help without bringing someone in from halfway across the state? Or does anyone know of a good Generac forum where I might be able to get some help?<br>
<br>
Thanks as always. I appreciate this list.<br>
<br>
-Luke<br>
<br>
NABCEP Certified PV Installation Professional™: Certification #031409-25<br>
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