I agree with these recommendations wholeheartedly. The music is extremely annoying. Taking it one step further and just implement a call back queue.
On Fri, Jul 8, 2016 at 1:54 PM, William Miller <will...@millersolar.com> wrote: > Friends: > > > > I too struggle with the extended time it takes to reach tech support. We > are captive by the fact that many service operations can only be performed > by Enphase tech support. I have two suggestions: > > > > 1. Please remove the *d&*n* music-on-hold. I can stand being on hold > for extended periods but only if I can otherwise be productive. The tinny, > repetitive music is a complete distraction. Progressive companies have an > option to select no music. I have asked this if Nick Soleil but it has not > happened. Please implement this. > > 2. Please return to the policy of allowing customers to call and > inquire about remote diagnostics. I have had customers call in and > interact with customer support and it has been a win-win for us. The > customer feels empowered and has a better understanding of their equipment > and it saves my time. > > > > Thanks for considering these options. > > > > William Miller > > > > > > [image: Gradient Cap_mini] > Lic 773985 > millersolar.com <http://www.millersolar.com/> > 805-438-5600 > > > > *From:* RE-wrenches [mailto:re-wrenches-boun...@lists.re-wrenches.org] *On > Behalf Of *Jason Szumlanski > *Sent:* Tuesday, July 05, 2016 12:47 PM > *To:* RE-wrenches <re-wrenches@lists.re-wrenches.org> > *Subject:* [RE-wrenches] Enphase Support Non-Responsive > > > > It seems like we are talking about inverter and module customer service > (good and bad) a lot lately. > > > > Has anyone else noticed that Enphase seems to have stopped responding to > tickets submitted via their website? Hold times are unacceptable, so I gave > up on that, but nobody gets back to you when you try to contact them via > their web form for weeks, even about an existing RMA or ticket, and they no > longer let you update tickets by email. They are very helpful and competent > if you get them on the phone, but who has time for that?! > > > > I'm also waiting an unacceptable amount of time on a major module > manufacturer warranty claim right now. I'd love to see Home Power or > someone do a story on manufacturer responsiveness to dealers. Things are > generally going down hill it seems. > > > > Jason Szumlanski > > Florida Solar Design Group > > > > > > > > > > _______________________________________________ > 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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