Kevin, Thank you for the update and clarification. I want to expand on your description of the situation.
The call center for technical support is in Denver Colorado, so when you call in you are in the US. The system supporting the end-user is in Madrid for the moment. Regards Sandra Herrera sandra.herr...@se.com From: RE-wrenches <re-wrenches-boun...@lists.re-wrenches.org> On Behalf Of Kevin Pegg Sent: Tuesday, April 9, 2019 8:06 PM To: RE-wrenches <re-wrenches@lists.re-wrenches.org> Subject: Re: [RE-wrenches] Schneider tech support AWOL? [External email: Use caution with links and attachments] ________________________________ Hi folks, Thought I'd give an update as to what I have learned in this process. Sandra Herra reached out to me and has been very useful in clarifying what has been going on here and helping clear out the backlog. I wasn't impressed when the first tech asked me to provide photos of the display showing the fault codes on a failed controller and asked if I had rebooted it. From what I have gathered, it appears that the Schneider renewable energy tech support has now gone to a new overseas call centre or some such entity, and they really dropped the ball in actually letting their techs on the ground (us) know, or even having this up and running before they shut down the old system. They know they screwed up. The first step is to register, which is nothing more complex than entering your name and address. https://solar.schneider-electric.com/installer-registration/ Once registered, you will get an email back with the "top secret" phone number which looks odd as it is an international number, but it does work. Why they don't have a regular 1-800 who knows. Curious what 011 international calls will cost us. The new email is solar.support....@schneider-electric.com<mailto:solar.support....@schneider-electric.com> I suggested they put some sort of auto-reply function on re.techsupp...@schneider-electric.com<mailto:re.techsupp...@schneider-electric.com> to let people know that this address is now ignored. Hopefully this is smoother sailing, time will tell if they have techs who actually know the product, or are just reading out of a manual. Kevin From: RE-wrenches [mailto:re-wrenches-boun...@lists.re-wrenches.org] On Behalf Of Vince McClellan Sent: April-08-19 8:50 AM To: Glenn Burt <glenn.b...@glbcc.com<mailto:glenn.b...@glbcc.com>> Cc: RE-wrenches <re-wrenches@lists.re-wrenches.org<mailto:re-wrenches@lists.re-wrenches.org>> Subject: Re: [RE-wrenches] Schneider tech support AWOL? 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. 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! I do agree that it's important to not have our clients call tech support directly. Vince McClellan Energy Design NABCEP PV Installation Professional p. (541) 485-8122<tel:(541)%20485-8122> f. (541) 338-8202<tel:(541)%20338-8202> [https://docs.google.com/uc?id=0ByKMRX5zEeuAQlJCTTNUWnBtazg&export=download] 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. On Sat, Apr 6, 2019 at 7:52 AM Glenn Burt <glenn.b...@glbcc.com<mailto:glenn.b...@glbcc.com>> wrote: William, 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. 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. 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. Circumventing their system helps no one. Glenn Sent from my Verizon LG Smartphone ------ Original message------ From: William Miller Date: Sat, Apr 6, 2019 12:57 AM To: RE-wrenches;Vince McClellan; Cc: Subject:Re: [RE-wrenches] Schneider tech support AWOL? Friends: I think it unconscionable that Schneider is hiding behind an automated façade. I am grateful to receive the “secret” number. This poor tech support is another reason I will not be specifying Schneider. Thanks Kevin. William Miller Solar 17395 Oak Road, Atascadero, CA 93422 805-438-5600<tel:805-438-5600> www.millersolar.com<https://eur02.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.millersolar.com&data=02%7C01%7Csandra.herrera%40se.com%7C1bcfdbfc0935404c9d8308d6bd638f26%7C6e51e1adc54b4b39b5980ffe9ae68fef%7C0%7C0%7C636904632641982308&sdata=ye34w9mMi%2FXdDe7urds2KSG77uujXuHtwEr9frJhoWo%3D&reserved=0> CA Lic. 773985 Quote of the day: “If there is a job you hate, get really, really good at it. Maybe you will hate it less.“ W. Miller From: RE-wrenches [mailto:re-wrenches-boun...@lists.re-wrenches.org<mailto:re-wrenches-boun...@lists.re-wrenches.org>] On Behalf Of Glenn Burt Sent: Friday, April 5, 2019 3:10 PM To: Vince McClellan; RE-wrenches Subject: Re: [RE-wrenches] Schneider tech support AWOL? Vince, We were asked not to share that information... Sent from my Verizon LG Smartphone ------ Original message------ From: Vince McClellan Date: Fri, Apr 5, 2019 5:28 PM To: RE-wrenches; Cc: Subject:Re: [RE-wrenches] Schneider tech support AWOL? Hi Kevin Frustrating isn’t it. Try calling the tech support line and then enter the number 8. You should get a real person. On Apr 5, 2019, at 12:34 PM, Kevin Pegg <kp...@energyalternatives.ca<mailto:kp...@energyalternatives.ca>> wrote: Hi Wrenches, 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. My clients are starting to get irritated, and it is wasting much time. Kevin _______________________________________________ List sponsored by Redwood Alliance List Address: RE-wrenches@lists.re-wrenches.org<mailto:RE-wrenches@lists.re-wrenches.org> Change listserver email address & settings: http://lists.re-wrenches.org/options.cgi/re-wrenches-re-wrenches.org<https://eur02.safelinks.protection.outlook.com/?url=http%3A%2F%2Flists.re-wrenches.org%2Foptions.cgi%2Fre-wrenches-re-wrenches.org&data=02%7C01%7Csandra.herrera%40se.com%7C1bcfdbfc0935404c9d8308d6bd638f26%7C6e51e1adc54b4b39b5980ffe9ae68fef%7C0%7C0%7C636904632641992322&sdata=D4Qt2ZH6jCPoibXfZR0dMlr%2FXyVqkbGkSMTUqkwAmvU%3D&reserved=0> List-Archive: http://www.mail-archive.com/re-wrenches@lists.re-wrenches.org/maillist.html<https://eur02.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.mail-archive.com%2Fre-wrenches%40lists.re-wrenches.org%2Fmaillist.html&data=02%7C01%7Csandra.herrera%40se.com%7C1bcfdbfc0935404c9d8308d6bd638f26%7C6e51e1adc54b4b39b5980ffe9ae68fef%7C0%7C0%7C636904632641992322&sdata=f4Tbv0WdKERIZ9SOIbFwOod0UDM%2Bp07vf70XIYADA08%3D&reserved=0> List rules & etiquette: www.re-wrenches.org/etiquette.htm<https://eur02.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.re-wrenches.org%2Fetiquette.htm&data=02%7C01%7Csandra.herrera%40se.com%7C1bcfdbfc0935404c9d8308d6bd638f26%7C6e51e1adc54b4b39b5980ffe9ae68fef%7C0%7C0%7C636904632642002327&sdata=yMyJn0z%2B3i7g5M3BroyGAUiKtKB6pnzFEhKKnZQM9i8%3D&reserved=0> Check out or update participant bios:< /span> www.members.re-wrenches.org<https://eur02.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.members.re-wrenches.org&data=02%7C01%7Csandra.herrera%40se.com%7C1bcfdbfc0935404c9d8308d6bd638f26%7C6e51e1adc54b4b39b5980ffe9ae68fef%7C0%7C0%7C636904632642012332&sdata=8ZWhArJMe%2FfgkbCiINsZhF5Dj1E3X%2BXGPxOqMTaV31M%3D&reserved=0> ______________________________________________________________________ This email has been scanned by the Symantec Email Security.cloud service. ______________________________________________________________________
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