<html><head><meta http-equiv="Content-Type" content="text/html charset=utf-8"></head><body style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space;" class=""><div class="">Hey bleeding edgers,</div><div class=""><br class=""></div>So being alarmed at what I was reading and halfway through purchasing a dual stack XW Pro package I emailed Eric Benson with my concerns and pasted your four descriptive posts with it and my plans to reconsider my choice before committing to problems some have had and I dont need. I pointed out the many solid installs some have had and that this appears to be a new problem in the unit, not the installation or older production runs.<div class=""><br class=""></div><div class="">Here is his initial response including reaching out to him if tech help is uh, unresponsive.<br class=""><div class=""><br class=""></div><div class="">
<div><br class=""><blockquote type="cite" class=""><div class="">Begin forwarded message:</div><br class="Apple-interchange-newline"><div style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px; margin-left: 0px;" class=""><span style="font-family: -webkit-system-font, Helvetica Neue, Helvetica, sans-serif; color:rgba(0, 0, 0, 1.0);" class=""><b class="">From: </b></span><span style="font-family: -webkit-system-font, Helvetica Neue, Helvetica, sans-serif;" class="">Eric Bentsen <<a href="mailto:Eric.Bentsen@se.com" class="">Eric.Bentsen@se.com</a>><br class=""></span></div><div style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px; margin-left: 0px;" class=""><span style="font-family: -webkit-system-font, Helvetica Neue, Helvetica, sans-serif; color:rgba(0, 0, 0, 1.0);" class=""><b class="">Subject: </b></span><span style="font-family: -webkit-system-font, Helvetica Neue, Helvetica, sans-serif;" class=""><b class="">Re: XW Pro problems</b><br class=""></span></div><div style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px; margin-left: 0px;" class=""><span style="font-family: -webkit-system-font, Helvetica Neue, Helvetica, sans-serif; color:rgba(0, 0, 0, 1.0);" class=""><b class="">Date: </b></span><span style="font-family: -webkit-system-font, Helvetica Neue, Helvetica, sans-serif;" class="">October 13, 2023 at 4:09:44 PM PDT<br class=""></span></div><div style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px; margin-left: 0px;" class=""><span style="font-family: -webkit-system-font, Helvetica Neue, Helvetica, sans-serif; color:rgba(0, 0, 0, 1.0);" class=""><b class="">To: </b></span><span style="font-family: -webkit-system-font, Helvetica Neue, Helvetica, sans-serif;" class="">Wallace Stahle <<a href="mailto:future@pacific.net" class="">future@pacific.net</a>><br class=""></span></div><br class=""><div class="">
<meta http-equiv="Content-Type" content="text/html; charset=Windows-1252" class="">
<div class="">
<div dir="auto" class="">Hi Wallace,</div>
<div dir="auto" class="">It sounds like someone loaded the wrong firmware, or they attempted calibration without reading the guide. We have thousands of successfully installed XW Pro units in single and multi-unit systems. If anyone on wrenches needs assistance and
is unable to reach tech support, they can reach out to me directly. Most issues installers face in the field related to loud buzzing are because they don't follow the commissioning guide on the website, which includes upgrading firmware in InsightLocal first,
then upgrade XW Pro unit(s), then restore each XW Pro to ALL factory defaults, finally apply region code. These steps are necessary, in the correct order, to have a smooth commissioning experience. </div>
<div dir="auto" class="">Let me know how I can help.</div>
<div dir="auto" class="">Eric</div>
<div class=""><br class="">
</div>
<div id="ms-outlook-mobile-signature" dir="auto" class="">Sent via the Samsung Galaxy S21 FE 5G, an AT&T 5G smartphone<br class="">
Get <a href="https://aka.ms/AAb9ysg" class="">Outlook for Android</a></div>
<br class=""><p style="font-family:Arial;font-size:6pt;color:#626469;margin:5pt;font-style:normal;font-weight:normal;text-decoration:none;" align="Center" class="">
Internal<br class="">
</p>
<hr style="display:inline-block;width:98%" tabindex="-1" class="">
<div id="divRplyFwdMsg" dir="ltr" class=""><font face="Calibri, sans-serif" style="font-size:11pt" class=""><b class="">From:</b> Wallace Stahle <<a href="mailto:future@pacific.net" class="">future@pacific.net</a>><br class="">
<b class="">Sent:</b> Friday, October 13, 2023 3:12:47 PM<br class="">
<b class="">To:</b> Eric Bentsen <<a href="mailto:Eric.Bentsen@se.com" class="">Eric.Bentsen@se.com</a>><br class="">
<b class="">Subject:</b> XW Pro problems</font>
<div class=""> </div>
</div>
<div class="" style="word-wrap:break-word"><p class=""><span style="color:#ff0000" class="">[External email: Use caution with links and attachments]</span></p>
<hr class=""><div class=""> <br class="webkit-block-placeholder"></div>
<div class="">Hello Eric,
<div class=""><br class="">
</div>
<div class="">So I just ordered a pair of MPPT 600/100 controllers and PDP for two inverters ahead of the 2 XW Pros that will go in later and I read some posts from experienced installers and realize I can not proceed with the install given these reports from
four Re-Wrenches. See pasted comments below.</div>
<div class=""><br class="">
</div>
<div class="">
<div class="">The customers need for reliable power supply is critical.</div>
</div>
<div class="">I can not afford the time, trips, on hold phone time and frustration involved with remedies for these problems even if covered under warranty. Tech help generally presumes installer error when problems arise and getting them/you to acknowledge
faulty product is an uphill rock rolling experience.</div>
<div class=""><br class="">
</div>
<div class="">Your thoughts?</div>
<div class="">
<div class=""><br class="">
<div class="">
<div class="" style="word-wrap:break-word">
<div style="font-family: Helvetica; font-size: 14px; font-style: normal; font-variant-caps: normal; font-weight: normal; letter-spacing: normal; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;" class="">
Wallace Stahle</div>
<div style="font-family: Helvetica; font-size: 14px; font-style: normal; font-variant-caps: normal; font-weight: normal; letter-spacing: normal; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;" class="">
Future Electric Energy Co</div>
<div style="font-family: Helvetica; font-size: 14px; font-style: normal; font-variant-caps: normal; font-weight: normal; letter-spacing: normal; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;" class="">
PO Box 236</div>
<div style="font-family: Helvetica; font-size: 14px; font-style: normal; font-variant-caps: normal; font-weight: normal; letter-spacing: normal; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;" class="">
Willits, CA 95490</div>
<div style="font-family: Helvetica; font-size: 14px; font-style: normal; font-variant-caps: normal; font-weight: normal; letter-spacing: normal; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;" class="">
707-459-0474</div>
<div style="font-family: Helvetica; font-size: 14px; font-style: normal; font-variant-caps: normal; font-weight: normal; letter-spacing: normal; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;" class="">
Lic.#C10-762093</div>
<div style="font-family: Helvetica; font-size: 14px; font-style: normal; font-variant-caps: normal; font-weight: normal; letter-spacing: normal; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;" class="">
<a href="mailto:future@pacific.net" class="">future@pacific.net</a></div>
<div class="" style="font-family: Helvetica; font-size: 14px; font-style: normal; font-variant-caps: normal; font-weight: normal; letter-spacing: normal; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;">
<br class="">
</div>
</div>
</div>
<div class=""><br class="x_webkit-block-placeholder">
</div>
<div class=""><br class="">
</div>
<div class="">
<div class="" style="margin:0in; font-size:11pt; font-family:Calibri,sans-serif">
Hello Wrenches, </div>
<div class="" style="margin:0in; font-size:11pt; font-family:Calibri,sans-serif">
</div>
<div class="" style="margin:0in; font-size:11pt; font-family:Calibri,sans-serif">
Curious if anyone else is dealing with failed Schnieder XW PRO6848’s this year? In recent months I’ve had 2 DOA (one producing 180/360VAC; one charger had this nasty building THD and ugly noise until it tripped out), and 2 fail after few weeks in service. One
charger just failed, and another have yet to take the long drive to figure out but it’s gone dark.</div>
<div class="" style="margin:0in; font-size:11pt; font-family:Calibri,sans-serif">
</div>
<div class="" style="margin:0in; font-size:11pt; font-family:Calibri,sans-serif">
I’ve sold, serviced, and installed 100’s of XW’s starting with Beta 001 and can’t think of any that just failed like of recent. Unplanned return service calls are costly as we all know. Tech support has been wildly inconsistent and presently unresponsive. </div>
<div class="" style="margin:0in; font-size:11pt; font-family:Calibri,sans-serif">
</div>
<div class="" style="margin:0in; font-size:11pt; font-family:Calibri,sans-serif">
Thanks,</div>
<div class="" style="margin:0in; font-size:11pt; font-family:Calibri,sans-serif">
<br class="">
</div>
<div class="" style="margin:0in; font-size:11pt; font-family:Calibri,sans-serif">
<span class="" style="font-family:Helvetica; font-size:18px"><font color="#0056d6" class="">Funny you should say that. One that I just installed is acting weird and sounds horrible. Waited an hour on the phone for tech support to no avail. Will be a really
long drive back to sort things out. Never had an XW with issues before.</font></span></div>
<div class="" style="margin:0in; font-size:11pt; font-family:Calibri,sans-serif">
<span class="" style="font-family:Helvetica; font-size:18px"><br class="">
</span></div>
<div class="" style="margin:0in; font-size:11pt; font-family:Calibri,sans-serif">
<div dir="ltr" class="" style="font-family:Helvetica; font-size:18px">I have a buddy that has had two different stacked pairs with issues. </div>
<div dir="ltr" class="" style="font-family:Helvetica; font-size:18px">It took months of back and forth on the one which they did replace them however one of the inverters sent from Schneider was a euro 230/50hz. Taking another trip and more delay. </div>
<div dir="ltr" class="" style="font-family:Helvetica; font-size:18px"><br class="">
</div>
<div dir="ltr" class="" style="font-family:Helvetica; font-size:18px">And same guy, another project with monitoring etc they refused to do anything and the client had the money to just replace them with another brand, and it’s been working fine ever since. </div>
<div dir="ltr" class="" style="font-family:Helvetica; font-size:18px"><br class="">
</div>
<div dir="ltr" class="" style="font-family:Helvetica; font-size:18px">Not a good situation </div>
<div dir="ltr" class="" style="font-family:Helvetica; font-size:18px"><br class="">
</div>
<div dir="ltr" class="" style="font-family:Helvetica; font-size:18px"><font color="#0042aa" class="">I've only installed one and it is an ongoing nightmare. Almost burned the customers house down with exploding batteries.</font>
<div class=""><font color="#0042aa" class="">Voltages all set properly but the unit ignored all settings and went up to 67 volts while I watched and who knows how high it would have gone if I had not shut the system down. Luckily the owner of the spart time
home has been there when it needed to be shut down. </font></div>
<div class=""><font color="#0042aa" class="">A grid tie system that has been off line most of its 10 year life. First time Schneider tech support said it must be wrong settings. I had gone over them many times and with another tech with me and there were
no incorrect settings. After more than a year, they admitted that the firmware was bad. Wasted another whole day getting the firmware upgraded and it worked for awhile and then did the same thing. Worked OK the last two years after replacing the batteries
for the second time and then suddenly it started using lots of water and is doing it again. Not to mention the AGS module not working with the firmware. A New module still has same problem. All wiring tested. I have seen XW's (not my install) making loud
noises and seeming to have issues but I wasn't going to touch them Told them to get the original installing company to check it out. </font></div>
<div class=""><font color="#0042aa" class=""><br class="">
</font></div>
<div class=""><font color="#0042aa" class=""> I'm about to rip my problem child off the wall and put in a Radian. I've installed dozens with only 2 needing any attention with power supply board and a power module, all quick fixes.</font></div>
<div class=""><br class="">
</div>
</div>
<div class=""><br class="">
</div>
</div>
<div class=""><span class="" style="font-family:Helvetica; font-size:18px"><br class="">
</span></div>
<div class=""><span class="" style="font-family:Helvetica; font-size:18px"><br class="">
</span></div>
<div class=""><span class="" style="font-family:Helvetica; font-size:18px"><br class="">
</span></div>
</div>
<div class=""><br class="">
</div>
<div class=""><br class="">
</div>
<div class=""><br class="">
</div>
<div class=""><br class="">
</div>
<div class=""><br class="">
</div>
<div class=""><br class="">
</div>
<div class=""><br class="">
</div>
<div class=""><br class="">
</div>
<div class=""><br class="">
</div>
<br class="">
</div>
</div>
</div>
</div>
</div>
</div></blockquote></div><br class=""></div></div></body></html>