<div dir="auto">sounds like you don’t want to take them to small claims court. I found it to be easy and very effective. </div><div dir="auto"> Did you try switching which inverter is the lead vs follower?</div><div dir="auto"><br></div><div dir="auto"><br></div><div><br><div class="gmail_quote gmail_quote_container"><div dir="ltr" class="gmail_attr">On Tue, Jun 10, 2025 at 4:07 PM Jason Szumlanski via RE-wrenches <<a href="mailto:re-wrenches@lists.re-wrenches.org">re-wrenches@lists.re-wrenches.org</a>> wrote:<br></div><blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left-width:1px;border-left-style:solid;padding-left:1ex;border-left-color:rgb(204,204,204)"><div dir="ltr"><div>
<p>I’m once again dealing with a painful support experience from Sol-Ark that’s confirming the broader concerns we’ve all <span class="gmail_default" style="font-family:arial,helvetica,sans-serif"></span><span class="gmail_default" style="font-family:arial,helvetica,sans-serif">been talking about</span>. </p><p><span class="gmail_default" style="font-family:arial,helvetica,sans-serif">Today </span>a customer<span class="gmail_default" style="font-family:arial,helvetica,sans-serif">'s</span> system went completely <span class="gmail_default" style="font-family:arial,helvetica,sans-serif">down</span> due to an AC coupling issue that seems to have been triggered by a factory reset I was instructed to perform<span class="gmail_default" style="font-family:arial,helvetica,sans-serif"> on a previous visit</span>. <span class="gmail_default" style="font-family:arial,helvetica,sans-serif"></span>O<span class="gmail_default" style="font-family:arial,helvetica,sans-serif">n that previous visit, t</span>he master inverter <span class="gmail_default" style="font-family:arial,helvetica,sans-serif"></span>w<span class="gmail_default" style="font-family:arial,helvetica,sans-serif">ould not connect </span>to MySolArk<span class="gmail_default" style="font-family:arial,helvetica,sans-serif">, regardless of what dongle is used on it</span>, <span class="gmail_default" style="font-family:arial,helvetica,sans-serif"></span>s<span class="gmail_default" style="font-family:arial,helvetica,sans-serif">o</span> remote monitoring is dead. Despite promises of escalation to Level 3 support<span class="gmail_default" style="font-family:arial,helvetica,sans-serif"> last week</span>, no one has followed up. I’m still in the dark, and the <span class="gmail_default" style="font-family:arial,helvetica,sans-serif"></span>m<span class="gmail_default" style="font-family:arial,helvetica,sans-serif">aster inverter</span> remains<span class="gmail_default" style="font-family:arial,helvetica,sans-serif"> offline</span>.<span class="gmail_default" style="font-family:arial,helvetica,sans-serif"> Calling Sol-Ark today was pretty useless, as they were having phone problems. The level 1 tech I finally reached was no help whatsoever. They told me the level 2 tech I was previously talking to would call me. That never happened. Sound familiar? No follow-through as usual. I "resolved" the AC Coupling issue myself by turning it off, but we need that solar production!</span></p><p><span class="gmail_default" style="font-family:arial,helvetica,sans-serif">I have tried to resolve this MySolArk connection issue on multiple trips to the site. Any dongle I use in the master inverter connects to MySolArk (Connection Status OK), and they can see the dongle on their end. But they can't see the inverter. Replaced the WiFi /RS232 board already under RMA. That was useless. That was after having to convince the completely illogical Level 1 support tech that the dongle was not the issue.</span><br></p>
<p>To make matters worse, I have a slave inverter that needs replacement, but I’m reluctant to proceed while the master is still offline. Sol-Ark’s RMA process is a mess—slow responses, redundant requests, and a $3,000 deposit with no real accountability or urgency on their part. Phone calls drop, emails go unanswered, and when I do get someone, they’re clearly not up to speed on the case. This isn’t a one-off experience anymore—this is a pattern. If you’re considering using Sol-Ark on any upcoming projects, proceed with extreme caution. Their hardware might still check boxes on paper, but the support is <span class="gmail_default" style="font-family:arial,helvetica,sans-serif"></span><span class="gmail_default" style="font-family:arial,helvetica,sans-serif">downright awful</span>.<span class="gmail_default" style="font-family:arial,helvetica,sans-serif"> </span></p><p><span class="gmail_default" style="font-family:arial,helvetica,sans-serif">The return visits to this remote site have easily cost me more than a new inverter. </span><br></p></div><div><div dir="ltr" class="gmail_signature" data-smartmail="gmail_signature"><div dir="ltr"><div><br></div>Jason Szumlanski<div>Principal Solar Designer</div><div>Florida Solar Design Group</div></div></div></div></div>
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