<div dir="auto"><div><div>I'm not sure that I have standing. I did not purchase the inverter. And I do not own the inverter. I simply installed it. But I do like the idea. </div><div dir="auto"><br></div><div dir="auto">I have not tried to switch the master slave relationship of the system, but that is not really the issue. Sol-Ark can see the dongle on their end, but the inverter attached to it is not reporting data. I already replaced the Wi-Fi board at their direction (after I told them that it was ridiculous and unlikely to resolve the issue because the dongle was already obviously connected to their servers). At this point, they should be sending me a new inverter. The whole situation is totally asinine. </div><div dir="auto"><br></div><div dir="auto">And yesterday when I looked for an update I got the good old, "actively investigating" BS. I don't know about you, but when I get a client that is having a serious issue that has dragged on for this long, I am banging heads together and not sleeping until it is resolved. </div><div dir="auto"><br></div><div dir="auto">Here's what I think the real problem is. I think they are relying on people overseas who wrote the software and handle the servers to resolve the issue, but they have no real direct control over them. I could be way off base on this, but I'm not buying the claims that everything has been brought in house and they have control over all of the software and settings and monitoring. </div><div dir="auto"><br></div><div dir="auto">At this point, there is no excuse. Once it gets escalated to the highest level of technical support, and it can't get resolved in 24 hours, send me a new inverter already. I am literally in direct contact with the head of technical support. They really do not understand the concept of what a reasonable service, support, and warranty policy is. </div><div dir="auto"><br></div><div dir="auto">If these were EG4 inverters and James Showalter got wind of this issue, I'd venture to say I would have a new inverter and an apology right now. I'm no EG4 fanboy, quite the skeptic actually, but they are listening to their customers. They're going to wipe out Sol-Ark if things don't change. </div><div dir="auto"><br></div><div data-smartmail="gmail_signature"><div dir="ltr"><br>Jason Szumlanski<div><span style="color:rgb(51,51,51);font-family:Roboto,RobotoDraft,Helvetica,Arial,sans-serif;font-size:13px">Principal Solar Designer | Florida Solar Design Group</span><br style="color:rgb(51,51,51);font-family:Roboto,RobotoDraft,Helvetica,Arial,sans-serif;font-size:13px"><span style="color:rgb(51,51,51);font-family:Roboto,RobotoDraft,Helvetica,Arial,sans-serif;font-size:13px">NABCEP Certified Solar Professional (PVIP)</span><br style="color:rgb(51,51,51);font-family:Roboto,RobotoDraft,Helvetica,Arial,sans-serif;font-size:13px"><span style="color:rgb(51,51,51);font-family:Roboto,RobotoDraft,Helvetica,Arial,sans-serif;font-size:13px">Florida State Certified Solar Contractor CVC56956</span></div><div><font color="#333333" face="Roboto, RobotoDraft, Helvetica, Arial, sans-serif">Florida Certified Electrical Contractor EC13013208</font></div></div></div><br><div class="gmail_quote gmail_quote_container"><div dir="ltr" class="gmail_attr">On Sun, Jun 15, 2025, 5:12\u202fPM david quattro <<a href="mailto:david@quattrosolar.com">david@quattrosolar.com</a>> wrote:<br></div><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div dir="auto">sounds like you don\u2019t 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"><div dir="ltr" class="gmail_attr">On Tue, Jun 10, 2025 at 4:07\u202fPM Jason Szumlanski via RE-wrenches <<a href="mailto:re-wrenches@lists.re-wrenches.org" target="_blank" rel="noreferrer">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\u2019m once again dealing with a painful support experience from Sol-Ark that\u2019s confirming the broader concerns we\u2019ve 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\u2019m 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\u2019m reluctant to proceed while the master is still offline. Sol-Ark\u2019s RMA process is a mess\u2014slow 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\u2019re clearly not up to speed on the case. This isn\u2019t a one-off experience anymore\u2014this is a pattern. If you\u2019re 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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