<div dir="ltr"><div class="gmail_default" style="font-family:arial,helvetica,sans-serif">I agree with these recommendations wholeheartedly. The music is extremely annoying. Taking it one step further and just implement a call back queue.</div><div class="gmail_extra"><br clear="all"><div><div class="gmail_signature" data-smartmail="gmail_signature"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><span><br></span></div><div dir="ltr"><span><br></span></div><div dir="ltr"><br></div><div dir="ltr"><span></span></div></div></div></div></div></div></div></div></div></div></div></div></div>
<br><div class="gmail_quote">On Fri, Jul 8, 2016 at 1:54 PM, William Miller <span dir="ltr"><<a href="mailto:william@millersolar.com" target="_blank">william@millersolar.com</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div lang="EN-US" link="blue" vlink="purple"><div><p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1f497d">Friends:</span></p><p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1f497d"> </span></p><p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1f497d">I too struggle with the extended time it takes to reach tech support. We are captive by the fact that many service operations can only be performed by Enphase tech support. I have two suggestions:</span></p><p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1f497d"> </span></p><p style="margin-bottom:12.0pt"><span style="font-family:"Arial",sans-serif;color:#1f497d"><span>1.<span style="font:7.0pt "Times New Roman""> </span></span></span><span style="font-family:"Arial",sans-serif;color:#1f497d">Please remove the <i>d&*n</i> music-on-hold. I can stand being on hold for extended periods but only if I can otherwise be productive. The tinny, repetitive music is a complete distraction. Progressive companies have an option to select no music. I have asked this if Nick Soleil but it has not happened. Please implement this.</span></p><p style="margin-bottom:12.0pt"><span style="font-family:"Arial",sans-serif;color:#1f497d"><span>2.<span style="font:7.0pt "Times New Roman""> </span></span></span><span style="font-family:"Arial",sans-serif;color:#1f497d">Please return to the policy of allowing customers to call and inquire about remote diagnostics. I have had customers call in and interact with customer support and it has been a win-win for us. The customer feels empowered and has a better understanding of their equipment and it saves my time.</span></p><p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1f497d"> </span></p><p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1f497d">Thanks for considering these options.</span></p><p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1f497d"> </span></p><p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1f497d">William Miller</span></p><p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1f497d"> </span></p><p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1f497d"> </span></p><p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial",sans-serif;color:black"><img width="64" height="28" style="width:.6666in;min-height:.2916in" src="cid:image003.jpg@01D1D907.2A189E70" alt="Gradient Cap_mini"><br>Lic 773985<br><a href="http://www.millersolar.com/" target="_blank">millersolar.com</a><br><a href="tel:805-438-5600" value="+18054385600" target="_blank">805-438-5600</a></span></p><p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1f497d"> </span></p><p class="MsoNormal"><b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">From:</span></b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"> RE-wrenches [mailto:<a href="mailto:re-wrenches-bounces@lists.re-wrenches.org" target="_blank">re-wrenches-bounces@lists.re-wrenches.org</a>] <b>On Behalf Of </b>Jason Szumlanski<br><b>Sent:</b> Tuesday, July 05, 2016 12:47 PM<br><b>To:</b> RE-wrenches <<a href="mailto:re-wrenches@lists.re-wrenches.org" target="_blank">re-wrenches@lists.re-wrenches.org</a>><span class=""><br><b>Subject:</b> [RE-wrenches] Enphase Support Non-Responsive</span></span></p><p class="MsoNormal"> </p><div><div><p class="MsoNormal"><span style="font-family:"Arial",sans-serif">It seems like we are talking about inverter and module customer service (good and bad) a lot lately.</span></p></div><div><div class="h5"><div><p class="MsoNormal"><span style="font-family:"Arial",sans-serif"> </span></p></div><div><p class="MsoNormal"><span style="font-family:"Arial",sans-serif">Has anyone else noticed that Enphase seems to have stopped responding to tickets submitted via their website? Hold times are unacceptable, so I gave up on that, but nobody gets back to you when you try to contact them via their web form for weeks, even about an existing RMA or ticket, and they no longer let you update tickets by email. They are very helpful and competent if you get them on the phone, but who has time for that?! </span></p></div><div><p class="MsoNormal"><span style="font-family:"Arial",sans-serif"> </span></p></div><div><p class="MsoNormal"><span style="font-family:"Arial",sans-serif">I'm also waiting an unacceptable amount of time on a major module manufacturer warranty claim right now. I'd love to see Home Power or someone do a story on manufacturer responsiveness to dealers. Things are generally going down hill it seems.</span></p></div><div><p class="MsoNormal"><span style="font-family:"Arial",sans-serif"> </span></p></div><div><p class="MsoNormal"><span style="font-family:"Arial",sans-serif">Jason Szumlanski</span></p></div><div><p class="MsoNormal"><span style="font-family:"Arial",sans-serif">Florida Solar Design Group </span></p></div><div><p class="MsoNormal"><span style="font-family:"Arial",sans-serif"> </span></p></div><div><p class="MsoNormal"><span style="font-family:"Arial",sans-serif"> </span></p></div><div><div><div><div><div><div><div><div><div><div><div><div><div><p class="MsoNormal"> </p></div><div><p class="MsoNormal"> </p></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div>
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