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</o:shapelayout></xml><![endif]--></head><body lang=EN-US link="#0563C1" vlink="#954F72" style='word-wrap:break-word'><div class=WordSection1><p class=MsoNormal>Save yourself from SolarEdge. I bet on the wrong horse…<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><div><div style='border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0in 0in 0in'><p class=MsoNormal><b>From:</b> scot.arey@solarcentex.com <scot.arey@solarcentex.com> <br><b>Sent:</b> Monday, January 30, 2023 9:30 AM<br><b>To:</b> 'Jeff Zissulis' <Jeff.Zi@solaredge.com>; 'jeff.zissulis@solaredge.com' <jeff.zissulis@solaredge.com><br><b>Cc:</b> 'Andrew Gasper' <andrew.ga@solaredge.com><br><b>Subject:</b> Notes from Solar CenTex - lack of SolarEdge support has directly contributed to angry customers which has materially harmed my company <br><b>Importance:</b> High<o:p></o:p></p></div></div><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Good morning, Jeff.<br><br>There is nothing you can do but I’m closing out the long, winding story of poor SolarEdge support to its installers. This unanswered email on an even older issue seemed like the right one to attach this email to.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>I previously wrote that SolarEdge, by not providing timely RMA support gets to have its cake and eat it, too while allowing the installer to take the brunt of criticism for non-support. SolarEdge gets to keep putting parts in new product and under-resources its warranty support to installers. I’m sure Wall Street loves the allocation.<br><br><a href="https://www.linkedin.com/pulse/i-like-you-solaredgestop-shifting-your-savings-my-small-arey">https://www.linkedin.com/pulse/i-like-you-solaredgestop-shifting-your-savings-my-small-arey</a><o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>This latest example is this enraged customer and 100% is what I referred to in this article. A dual SE7600EH setup with a pair of LG Prime16 batteries has been at half production as the communications board of the follower inverter failed o/a Dec 7th with the RMA bring approved Dec 8<sup>th</sup>. I still do not have comms board and there is NO ETA on when it will arrive.<br><br>The customer has trashed me on Facebook. I got a 2-star review on SolarReviews.com from her. All because SolarEdge can’t provide me a communications card for a SE7600EH.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>We asked for a new inverter because we thought that might be quicker and we had a hunch from another case that the comms card – when it arrives – will likely not solve the issue. Tech support said that is not possible.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>But the damage has been done. Severely. To me. Not SolarEdge.<br><br>I’m not trying to call in a favor to shake the parts tree at SolarEdge for this part. It’s too late and the customer has trashed me sufficiently that I'll save any chits I might have to salvage other cases.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>I can't even get a response back from Andrew Gasper on this original email. Is he even with SolarEdge any longer? If he is not, I have zero idea who my rep might be.<br><br>So here we are coming up at 2-months of a system down for a communications card that still has not been released from SolarEdge. But don’t worry, SolarEdge has not received one caustic comment but even as I pass along the chat sessions from SolarEdge tech support to the hyper-writing customer on social media, the customer fully lays blame on my team. And I suppose that is how SolarEdge expected this would go down with your team anticipating that installers like me would crowd-source RMAs from our own stock. Just as my LinkedIn article presciently described.<br><br>I hope you push this up your side of the company to the COO and CEO. They need to hear this.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><img border=0 width=457 height=180 style='width:4.7604in;height:1.875in' id="Picture_x0020_5" src="cid:image001.png@01D9348A.3E0311A0"><o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal style='margin-bottom:12.0pt'><br><br><br><br><o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><div><div style='border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0in 0in 0in'><p class=MsoNormal><b>From:</b> <a href="mailto:scot.arey@solarcentex.com">scot.arey@solarcentex.com</a> <<a href="mailto:scot.arey@solarcentex.com">scot.arey@solarcentex.com</a>> <br><b>Sent:</b> Monday, January 30, 2023 9:07 AM<br><b>To:</b> 'Andrew Gasper' <<a href="mailto:andrew.ga@solaredge.com">andrew.ga@solaredge.com</a>><br><b>Subject:</b> RE: Action Items from 8/23/22<o:p></o:p></p></div></div><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Andrew – are you still with SolarEdge?<o:p></o:p></p><p class=MsoNormal><img border=0 width=294 height=116 style='width:3.0625in;height:1.2083in' id="Picture_x0020_4" src="cid:image001.png@01D9348A.3E0311A0"><o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><o:p> </o:p></p><div><div style='border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0in 0in 0in'><p class=MsoNormal><b>From:</b> <a href="mailto:scot.arey@solarcentex.com">scot.arey@solarcentex.com</a> <<a href="mailto:scot.arey@solarcentex.com">scot.arey@solarcentex.com</a>> <br><b>Sent:</b> Wednesday, December 14, 2022 4:06 PM<br><b>To:</b> 'Andrew Gasper' <<a href="mailto:andrew.ga@solaredge.com">andrew.ga@solaredge.com</a>><br><b>Subject:</b> RE: Action Items from 8/23/22<o:p></o:p></p></div></div><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Any update on the generator support?<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>One of my customers – a major electrical contract – has been politely asking and my non-answer to him is killing me reputation-wise?<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Any statement or better, yet a firmware solution?<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><img border=0 width=344 height=136 style='width:3.5833in;height:1.4166in' id="Picture_x0020_3" src="cid:image001.png@01D9348A.3E0311A0"><o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><o:p> </o:p></p><div><div style='border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0in 0in 0in'><p class=MsoNormal><b>From:</b> Andrew Gasper <<a href="mailto:andrew.ga@solaredge.com">andrew.ga@solaredge.com</a>> <br><b>Sent:</b> Tuesday, August 23, 2022 3:57 PM<br><b>To:</b> <a href="mailto:scot.arey@solarcentex.com">scot.arey@solarcentex.com</a><br><b>Subject:</b> Action Items from 8/23/22<o:p></o:p></p></div></div><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Hi Scot, <o:p></o:p></p><p class=MsoNormal>I really appreciate you taking the time to speak with me today, and your candor in sharing your experiences working with SolarEdge. <o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>I wanted to follow up our call with a list of the action items I am moving forward with. <o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>First, I will again pass along your feedback on the hold times for tech support, and the messaging that was shared with your customer from our support team. This is valuable feedback for us to receive, and I want to assure you that we will use any and all feedback you provide to improve ourselves every day. <o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Next, I am going to work to secure a formal statement for you, in writing, to share with your customers about the generator support status. I know that this is a very important topic for you, and one that has caused stress both currently and in the past. When I receive guidance on this request, I will promptly share with you.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Finally, I will begin looking into the specific RMA timeline and the potential for securing seed stock for you to use as RMA replacements. In order to best do this, I recommend that we work together to better understand your entire fleet, and additionally use the existing cases that you have open and are waiting for RMA replacements. Please share with me any specific cases that you would like me to take a closer look at to see if I am able to escalate any issues. <o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>I hope again that you found our conversation to be a valuable use of your time. I look forward to working with you going forward. <o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Best regards, <o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><span style='font-family:"Segoe UI Semibold",sans-serif;color:#303030'>Andy Gasper</span><o:p></o:p></p><p class=MsoNormal><span style='font-family:"Segoe UI",sans-serif;color:black'>Inside Sales Account Executive</span><o:p></o:p></p><p class=MsoNormal><span style='font-family:"Segoe UI",sans-serif;color:black'>M +1-510-880-4277</span><o:p></o:p></p><p class=MsoNormal><a href="mailto:andrew.ga@solaredge.com">andrew.ga@solaredge.com</a><o:p></o:p></p><p class=MsoNormal><a href="https://www.solaredge.com/" target="_blank"><span style='color:blue;text-decoration:none'><img border=0 width=69 height=19 style='width:.7187in;height:.1979in' id="x_Picture_x0020_1" src="cid:image002.jpg@01D9348A.3E0311A0"></span></a><o:p></o:p></p><p class=MsoNormal><a href="https://marketing.solaredge.com/sales-elite-sign-up"><span style='text-decoration:none'><img border=0 width=384 height=128 style='width:4.0in;height:1.3333in' id="Picture_x0020_2" src="cid:image003.jpg@01D9348A.3E0311A0"></span></a><o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p></div></body></html>