Hi Chris,
Thanks for your involvement with this. I will answer below.
* On the activation issue, Generac required not only the serial
number, but the exact address. The system was off grid in a remote
location and had no mail delivery. The client was not available for
information, so we could not get an activation. The customer service
rep at Generac said she would give me the activation code, but that
it would violate the warranty. I declined to receive the code under
these circumstances.
* I was told that if the generator was moved from its initial
location, the warranty would be voided.
* The oil hose did not result in the shutdown of the generator.
It should have. Also, the over-temperature shutdown did not activate,
even though the machine was extremely overheated. The fact that it
did not shut down is extremely puzzling and alarming.
* A Generac service tech has been out and is being extremely
helpful. The service tech feels as we do that the unit should be
replaced, not repaired. There are four reasons I feel it should be replaced.
* It got way too hot.
* II ran with most of the oil blown out
* The over temperature shutoff failed
* The oil hose issue did not result in a shutdown as it was
supposed to. Generac will certainly repair the unit, but we feel
replacement is appropriate.
Thanks again for your support.
Drake
At 06:34 PM 9/25/2013, you wrote:
Drake,
As a Generac service dealer, I brought your generator problem to
the attention of Generac's managers. They had a couple of comments:
1) The activation issue sounds like a misunderstanding.
Activation is only a data gathering process, I normally do it
online ( <https://www.activategen.com/>https://www.activategen.com/
). There is no reason why you could not do it on behalf of the customer.
The activation reps do not handle service calls.
2) The oil hose issue should have resulted in a shutdown which
would have been simple to remedy. There's no record of generators
being damaged by this issue. However, if this is what happened,
Generac is very good about warranty repair and would be very
responsive. I would call the nearest Generac dealer and let them
file a warranty claim. It does not matter that the generator was
not purchased from the dealer, all dealers are required to handle
warranty for any generator as they get paid to repair the units.
Generac will advise the dealer how to proceed. You seem to
indicate Generac did not want to replace the unit but I also get
the feeling no tech has looked at the unit yet. You have to follow
the process. Generac will determine the best course of action once
they know the details.
Feel free to pass on any issues you are having resolving this
issue. I can get the service manager involved if you feel you are
not getting adequate response but you do need to get a service
dealer involved before any repairs or replacements can be discussed.
Chris
On Tue, Sep 24, 2013 at 10:34 AM, Drake
<<mailto:drake.chamber...@redwoodalliance.org>drake.chamber...@redwoodalliance.org>
wrote:
Wrenches,
An unknown quantity of Generac EcoGens went out of the factory
with incorrectly connected oil lines. We are working with Generac
now, concerning a new unit that destroyed itself on its first run.
After we hooked the machine up and left, the customer manually
started the machine the following day. We were not able to do the
startup because we did not have all the information needed for
Generac to provide us with the access code needed to start the
unit. The representative told me she would give me the code, but
that it would void the warranty! Beware of the many EcoGen warranty loopholes!
After providing the necessary information to Generac and
receiving the access code, my client started the unit and watched
happily as the machine ran quietly and charged the batteries at
twice the rate of her old unit. She went about her chores, and 2
hours later noticed that the yard had a tremendous amount of smoke
in it. The generator was pouring out smoke. The lid of the
enclosure was too hot to touch.
The machine was seriously damaged. Much of the oil was blown
out. Neither the over-temperature nor the low engine oil shutdown
functioned to protect the unit.
We are asking Generac to provide a new unit, not repair the
flawed one, as the amount of overheating could have damaged unknown
components. We understand that Generac would prefer to repair
instead of replace.
Under the circumstances, it would be wise to monitor a new
EcoGen for much longer than would normally be required after
startup. How long? I don't know. I'd wait two hours to feel safe.
Best,
Drake
Drake Chamberlin
Athens Electric LLC
OH License 44810
CO License 3773
NABCEP Certified Solar PV Installer
<tel:740-448-7328>740-448-7328
<http://athens-electric.com/>http://athens-electric.com/
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