One word: Enphase. They have had issues with customer support in the past, but nothing close to this, and recently it has made a remarkable turnaround. The support staff is exceptionally well trained. The strange thing is sometimes I can wait 20+ minutes and sometimes someone picks up immediately. There seems to be no rhyme or reason regarding time of day/week. I just called about 30 minutes ago for a client and got through in about 30 seconds, and received instant qualified, experienced, and intelligent support. They understand what we are up against out there.
Long ship times for replacement units have been an issue at times, but that seems to be largely resolved as well. I have the luxury of having gained some inside contacts that get things done for me, but even without I can say support is great. And those insiders never complain about my direct contacts even when I borderline abuse the privilege. Go ahead and call me an Enphase fanboy if you will, but it has served my business interests well. I've been working on Enphase systems since 2009, and I can say without reservation that this company knows how to train customer support staff. I have had negative experiences with every major string inverter manufacturer's customer support in the past (although a few still have my respect). With over a decade using Enphase I can't recall a single negative customer service experience that made me want to look elsewhere (although phone wait times and shipping delays for RMA units were minor irritations at times). They listened to their customers and resolved the issues. I have called Enphase literally hundreds of times and never encountered an employee that was rude, indifferent, or even one that lacked the requisite knowledge to communicate with me intelligently about my issue. It's actually quite remarkable. Tangent: Other than cost perhaps, I just don't understand the MLPE debate. If you are going to go the MLPE route, why not go all the way? I'm not opposed to SolarEdge at all, but I'm very happy my installed base is tiny given the recent customer service and hardware issues I have heard about. Note: I own no ENPH stock. What am I thinking?!?! Jason Szumlanski Florida Solar Design Group On Mon, Aug 5, 2019 at 4:31 PM Kirpal <solarwo...@gmail.com> wrote: > Hi Folks....Does anyone know how to reach SolarEdge support. We have > numerous sites with issues and have been on phone hold for well over 3 > hours. Multiple days in a row. No one answers. We tired their online chat > tool and we are #49 on the wait list to be addressed. This is pretty > ridiculous. I am wondering if they are going out of business? No way to > get support? Any inside contacts would be appreciated. > Historically we have enjoyed using their products and even customer > support. They used to offer a call back feature that kept your place in > line...But they stopped offering that feature. I know this is echoing > others experiences recently. Also the present policy of waiting 10 > days to send replacements doesn't sit well with our customers. > What other inverter/optimizer combos are folks using that are proving > reliable and consistent with good installer support. I have noted many > complaints regarding Tigo and SMA paired together. recently on the wrenches > list....What are folks using with Fronius. Lately their tech support was a > pleasure to work with and we didn't even have to ask for reimbursement when > replacing an inverter....Their policy is to send payment when they receive > defective inverter back. I was impressed. Quick easy knowledgeable techs > as well. > Other suggestions are appreciated. > Thanks. > > Sunny Regards, > Kirpal Khalsa > Oregon LRT#25 > NABCEP Certified PV Installation Professional > Oregon Solarworks LLC > www.oregonsolarworks.com > 541-299-0402 > _______________________________________________ > 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 > >
_______________________________________________ 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
