<div dir="ltr">I went through the Schneider tech online support application process and received back a curt email that didn't give me access to their tech support forum and didn't answer any of my questions. After several days of waiting and sending out emails I finally got the new tech support access number from a friend. In the meantime I was having an issue with the Xanbus network on a 20kW stand alone system and my client was losing patience. I'm not sure what glitch happened that I was not able to get the information that I needed by going through the Schneider tech support application process. The telephone support numbers that they sent me in emails as the tech support access numbers were not even real phone numbers. I talked with others that had the same experience at that time so I know I wasn't alone in my issues with getting though to tech support. I'm assuming that Schneider has corrected the issue by now. The guys at Schneider tech support have been awesome to work with and I'm still specifying Schneider products for most of my battery based systems. <div>I didn't know that that number wasn't to be shared as I didn't get any real information from Schneider regarding the access number. My apologies! </div><div>I do agree that it's important to not have our clients call tech support directly. </div><div><br><div><div><div dir="ltr" class="gmail_signature" data-smartmail="gmail_signature"><div dir="ltr"><div style="font-size:small;color:rgb(80,0,80)"><div><font face="georgia, serif">Vince McClellan</font></div><div><font face="georgia, serif">Energy Design</font></div><div><font face="georgia, serif">NABCEP PV Installation Professional</font></div><div><font face="georgia, serif">p. <a href="tel:(541)%20485-8122" value="+15414858122" style="color:rgb(17,85,204)" target="_blank">(541) 485-8122</a> f. <a href="tel:(541)%20338-8202" value="+15413388202" style="color:rgb(17,85,204)" target="_blank">(541) 338-8202</a></font></div></div><div style="font-size:small;color:rgb(80,0,80)"><img src="https://docs.google.com/uc?id=0ByKMRX5zEeuAQlJCTTNUWnBtazg&export=download" width="420" height="77"><br></div><div style="font-size:small;color:rgb(80,0,80)"><span style="font-family:"arial narrow",sans-serif">If you have received this email and are not the intended recipient please delete this email. Copying, or using any part, content, or attachment of this email is strictly prohibited. </span></div></div></div></div><br></div></div></div><br><div class="gmail_quote"><div dir="ltr" class="gmail_attr">On Sat, Apr 6, 2019 at 7:52 AM Glenn Burt <<a href="mailto:Glenn.burt@glbcc.com">Glenn.burt@glbcc.com</a>> wrote:<br></div><blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left:1px solid rgb(204,204,204);padding-left:1ex">
<div style="margin-bottom:45px">
<div style="font-size:10pt"><div dir="auto">William,</div><div dir="auto">If you were to register through the website as the support number and the website and the representative on here asked, you would have been provided with the access number, just like the others of us who have followed their requested procedure.</div><div dir="auto">Having worked the other side of telephone support line, I understand their attempts to screen calls into installers who they can expect will have a modicum of system comprehension, and all others in their troubleshooting attempts.</div><div dir="auto">They further categorize callers by asking for your NABCEP number (if you are so inclined) which would also aid in identifying a callers level of experience and comprehension.</div><div dir="auto">Circumventing their system helps no one.</div><div dir="auto"><br></div><div dir="auto">Glenn</div><div dir="auto"><br></div><div><div dir="auto"><i>Sent from my Verizon LG Smartphone</i></div></div></div><div style="font-size:10pt"><div id="gmail-m_-8898580762152142621LGEmailHeader" dir="auto"><div dir="auto"><br></div><div dir="auto">------ Original message------</div><div dir="auto"><b>From: </b>William Miller<u></u><u></u></div><div dir="auto"><b>Date: </b>Sat, Apr 6, 2019 12:57 AM</div><div dir="auto"><b>To: </b>RE-wrenches;Vince McClellan;</div><div dir="auto"><b>Cc: </b></div><div dir="auto"><b>Subject:</b>Re: [RE-wrenches] Schneider tech support AWOL?</div><div dir="auto"><br></div></div><div dir="auto"><div class="gmail-m_-8898580762152142621WordSection1"><p class="MsoNormal"><span style="font-family:Verdana,sans-serif;color:rgb(31,73,125)">Friends:</span></p><p class="MsoNormal"><span style="font-family:Verdana,sans-serif;color:rgb(31,73,125)"> </span></p><p class="MsoNormal"><span style="font-family:Verdana,sans-serif;color:rgb(31,73,125)">I think it unconscionable that Schneider is hiding behind an automated façade. I am grateful to receive the \u201csecret\u201d number. This poor tech support is another reason I will not be specifying Schneider.</span></p><p class="MsoNormal"><span style="font-family:Verdana,sans-serif;color:rgb(31,73,125)"> </span></p><p class="MsoNormal"><span style="font-family:Verdana,sans-serif;color:rgb(31,73,125)">Thanks Kevin.</span></p><p class="MsoNormal"><span style="font-family:Verdana,sans-serif;color:rgb(31,73,125)"> </span></p><p class="MsoNormal"><span style="font-family:Verdana,sans-serif;color:rgb(31,73,125)">William</span></p><p class="MsoNormal"><span style="font-family:Verdana,sans-serif;color:rgb(31,73,125)"> </span></p><div><p class="MsoNormal"><span style="font-family:Arial,sans-serif;color:rgb(31,73,125)">Miller Solar</span></p><p class="MsoNormal"><span style="font-family:Arial,sans-serif;color:rgb(31,73,125)">17395 Oak Road, Atascadero, CA 93422</span></p><p class="MsoNormal"><span style="font-family:Arial,sans-serif;color:rgb(31,73,125)"><a href="tel:805-438-5600" target="_blank">805-438-5600</a></span></p><p class="MsoNormal"><span style="font-family:Arial,sans-serif;color:rgb(31,73,125)"><a href="http://www.millersolar.com/" target="_blank"><span style="color:blue"></span></a><a href="http://www.millersolar.com" target="_blank">www.millersolar.com</a></span></p><p class="MsoNormal"><span style="font-family:Arial,sans-serif;color:rgb(31,73,125)">CA Lic. 773985</span></p><p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)"> </span></p><p class="MsoNormal"><span style="font-size:8pt;font-family:Arial,sans-serif;color:rgb(31,73,125)">Quote of the day: \u201cIf there is a job you hate, get really, </span></p><p class="MsoNormal"><span style="font-size:8pt;font-family:Arial,sans-serif;color:rgb(31,73,125)">really good at it. Maybe you will hate it less.\u201c W. Miller</span></p></div><p class="MsoNormal"><span style="font-family:Verdana,sans-serif;color:rgb(31,73,125)"> </span></p><div><div style="border-right:none;border-bottom:none;border-left:none;border-top:1pt solid rgb(181,196,223);padding:3pt 0in 0in"><p class="MsoNormal"><b><span style="font-size:10pt;font-family:Tahoma,sans-serif">From:</span></b><span style="font-size:10pt;font-family:Tahoma,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>Glenn Burt<br><b>Sent:</b> Friday, April 5, 2019 3:10 PM<br><b>To:</b> Vince McClellan; RE-wrenches<br><b>Subject:</b> Re: [RE-wrenches] Schneider tech support AWOL?</span></p></div></div><p class="MsoNormal"> </p><div><div><p class="MsoNormal"><span style="font-size:10pt">Vince,</span></p></div><div><p class="MsoNormal"><span style="font-size:10pt">We were asked not to share that information...</span></p></div><div><p class="MsoNormal"><span style="font-size:10pt"> </span></p></div><div><p class="MsoNormal"><span style="font-size:10pt"> </span></p></div><div><p class="MsoNormal"><span style="font-size:10pt"> </span></p></div><div><div><p class="MsoNormal"><i><span style="font-size:10pt">Sent from my Verizon LG Smartphone</span></i><span style="font-size:10pt"></span></p></div></div></div><div><div id="gmail-m_-8898580762152142621LGEmailHeader"><div><p class="MsoNormal"><span style="font-size:10pt"> </span></p></div><div><p class="MsoNormal"><span style="font-size:10pt">------ Original message------</span></p></div><div><p class="MsoNormal"><b><span style="font-size:10pt">From: </span></b><span style="font-size:10pt">Vince McClellan</span></p></div><div><p class="MsoNormal"><b><span style="font-size:10pt">Date: </span></b><span style="font-size:10pt">Fri, Apr 5, 2019 5:28 PM</span></p></div><div><p class="MsoNormal"><b><span style="font-size:10pt">To: </span></b><span style="font-size:10pt">RE-wrenches;</span></p></div><div><p class="MsoNormal"><b><span style="font-size:10pt">Cc: </span></b><span style="font-size:10pt"></span></p></div><div><p class="MsoNormal"><b><span style="font-size:10pt">Subject:</span></b><span style="font-size:10pt">Re: [RE-wrenches] Schneider tech support AWOL?</span></p></div><div><p class="MsoNormal"><span style="font-size:10pt"> </span></p></div></div><div><div><p class="MsoNormal"><span style="font-size:10pt">Hi Kevin </span></p></div><div><p class="MsoNormal"><span style="font-size:10pt">Frustrating isn\u2019t it. Try calling the tech support line and then enter the number 8. You should get a real person.</span></p></div><div><p class="MsoNormal"><span style="font-size:10pt"> </span></p></div><div><p class="MsoNormal" style="margin-bottom:12pt"><span style="font-size:10pt"><br>On Apr 5, 2019, at 12:34 PM, Kevin Pegg <<a href="mailto:KPegg@energyalternatives.ca" target="_blank">KPegg@energyalternatives.ca</a>> wrote:</span></p></div><blockquote style="margin-top:5pt;margin-bottom:5pt"><div><div><p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif">Hi Wrenches, </span></p></div><div><p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif"> </span></p></div><div><p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif">Curious if anyone has had any response from Schneider renewable energy tech support of late? I have submitted 4 cases over the last 3 weeks, couple warranty claims, couple tech questions - and have had absolutely zero response. </span></p></div><div><p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif"> </span></p></div><div><p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif">My clients are starting to get irritated, and it is wasting much time. </span></p></div><div><p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif"> </span></p></div><div><p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif">Kevin</span></p></div><div><p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif"> </span></p></div></div></blockquote><blockquote style="margin-top:5pt;margin-bottom:5pt"><div><p class="MsoNormal" style="margin-bottom:12pt"><span style="font-size:10pt">_______________________________________________<br>List sponsored by Redwood Alliance<br><br>List Address: <a href="mailto:RE-wrenches@lists.re-wrenches.org" target="_blank">RE-wrenches@lists.re-wrenches.org</a><br><br>Change listserver email address & settings:<br><a href="http://lists.re-wrenches.org/options.cgi/re-wrenches-re-wrenches.org" target="_blank">http://lists.re-wrenches.org/options.cgi/re-wrenches-re-wrenches.org</a><br><br>List-Archive: <a href="http://www.mail-archive.com/re-wrenches@lists.re-wrenches.org/maillist.html" target="_blank">http://www.mail-archive.com/re-wrenches@lists.re-wrenches.org/maillist.html</a><br><br>List rules & etiquette:<br><a href="http://www.re-wrenches.org/etiquette.htm" target="_blank">www.re-wrenches.org/etiquette.htm</a><br><br>Check out or update participant bios:< /span><br><a href="http://www.members.re-wrenches.org" target="_blank">www.members.re-wrenches.org</a></span></p></div></blockquote></div></div></div></div></div>
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