Hi Luke, I'm happy to help. You can contact me off-list.
Thanks On Nov 2, 2015 10:19 AM, "Luke Christy" <sgsrenewab...@gmail.com> wrote: > Hello Wrenches, > > I've installed quite a few of the small 6 kW Generac EcoGen units for my > off-grid customers and have been pretty pleased with them…up to now. The > 15kW EcoGen unit recently became available and I commissioned one last week > for a nearby off-grid site. The generator ran fine the first day, then the > very next day I got a call from the customer saying that the genny auto > started, ran for less than an hour, then started sounding funny and shut > off with an error alarm. I made a site visit to check out the problem, and > found that it would not start. Some further investigation suggests that > there is some electronic control issue keeping it from running. The error > code suggests a component failure. > > This is a brand new generator with less than 3 hrs of run time. > > The real issue I'm facing is that despite the fact that I am a Generac > "Dealer", Generac refuses to give me access to Tech support or to help me > with any troubleshooting over the phone. I can't get access to any service > manuals or, really, anything unless I pay them ~$2k to become a Service > dealer by attending some Tech training classes and buying a bunch of spare > parts I will likely never need. In general I'm not opposed to doing this as > I work on generators all the time and it would be a good niche for my area, > however it wouldn't help in this case, and I'm not exactly eager to pay > Generac for training after the brushoff I got when I talked to Customer > Support about this issue. > > Generac says my only option to get any kind of help or service on this > generator is to contact a Service dealer. As I am based in rural Southern > CO, the closest Service dealer is 3-1/2 hrs away. Of course this leaves me > in a lousy position and makes it nearly impossible for me to help my > customer in a timely manner, as it might take a week to get someone out > here and then I'll likely have to pay for the drive time because the > warranty won't cover anything over 100 miles round trip. > > I have to say I'm pretty much appalled at this lack of support for an > obvious warranty issue with a brand new product. > > I know we've had some Generac discussions on here before. Seems like we > may even have a couple of Generac Service folks on this list. Any advice on > how I could get some troubleshooting help without bringing someone in from > halfway across the state? Or does anyone know of a good Generac forum where > I might be able to get some help? > > Thanks as always. I appreciate this list. > > -Luke > > NABCEP Certified PV Installation Professional™: Certification #031409-25 > NABCEP Certified Solar Heating Installer™: Certification #ST032611-03 > > Solar Gain Services, LLC > PO Box 531 > Monte Vista, CO. 81144 > sgsrenewab...@gmail.com > 719.588.3044 > www.sgsrenewables.com > > > > > > > > > > _______________________________________________ > List sponsored by Redwood Alliance > > List Address: RE-wrenches@lists.re-wrenches.org > > Change listserver email address & settings: > http://lists.re-wrenches.org/options.cgi/re-wrenches-re-wrenches.org > > List-Archive: > http://www.mail-archive.com/re-wrenches@lists.re-wrenches.org/maillist.html > > List rules & etiquette: > www.re-wrenches.org/etiquette.htm > > Check out or update participant bios: > www.members.re-wrenches.org > >
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