Hey bleeding edgers, So being alarmed at what I was reading and halfway through purchasing a dual stack XW Pro package I emailed Eric Benson with my concerns and pasted your four descriptive posts with it and my plans to reconsider my choice before committing to problems some have had and I dont need. I pointed out the many solid installs some have had and that this appears to be a new problem in the unit, not the installation or older production runs.
Here is his initial response including reaching out to him if tech help is uh, unresponsive. > Begin forwarded message: > > From: Eric Bentsen <eric.bent...@se.com> > Subject: Re: XW Pro problems > Date: October 13, 2023 at 4:09:44 PM PDT > To: Wallace Stahle <fut...@pacific.net> > > Hi Wallace, > It sounds like someone loaded the wrong firmware, or they attempted > calibration without reading the guide. We have thousands of successfully > installed XW Pro units in single and multi-unit systems. If anyone on > wrenches needs assistance and is unable to reach tech support, they can reach > out to me directly. Most issues installers face in the field related to loud > buzzing are because they don't follow the commissioning guide on the website, > which includes upgrading firmware in InsightLocal first, then upgrade XW Pro > unit(s), then restore each XW Pro to ALL factory defaults, finally apply > region code. These steps are necessary, in the correct order, to have a > smooth commissioning experience. > Let me know how I can help. > Eric > > Sent via the Samsung Galaxy S21 FE 5G, an AT&T 5G smartphone > Get Outlook for Android <https://aka.ms/AAb9ysg> > Internal > From: Wallace Stahle <fut...@pacific.net> > Sent: Friday, October 13, 2023 3:12:47 PM > To: Eric Bentsen <eric.bent...@se.com> > Subject: XW Pro problems > > [External email: Use caution with links and attachments] > > > Hello Eric, > > So I just ordered a pair of MPPT 600/100 controllers and PDP for two > inverters ahead of the 2 XW Pros that will go in later and I read some posts > from experienced installers and realize I can not proceed with the install > given these reports from four Re-Wrenches. See pasted comments below. > > The customers need for reliable power supply is critical. > I can not afford the time, trips, on hold phone time and frustration involved > with remedies for these problems even if covered under warranty. Tech help > generally presumes installer error when problems arise and getting them/you > to acknowledge faulty product is an uphill rock rolling experience. > > Your thoughts? > > Wallace Stahle > Future Electric Energy Co > PO Box 236 > Willits, CA 95490 > 707-459-0474 > Lic.#C10-762093 > fut...@pacific.net <mailto:fut...@pacific.net> > > > > Hello Wrenches, > > Curious if anyone else is dealing with failed Schnieder XW PRO6848’s this > year? In recent months I’ve had 2 DOA (one producing 180/360VAC; one charger > had this nasty building THD and ugly noise until it tripped out), and 2 fail > after few weeks in service. One charger just failed, and another have yet to > take the long drive to figure out but it’s gone dark. > > I’ve sold, serviced, and installed 100’s of XW’s starting with Beta 001 and > can’t think of any that just failed like of recent. Unplanned return service > calls are costly as we all know. Tech support has been wildly inconsistent > and presently unresponsive. > > Thanks, > > Funny you should say that. One that I just installed is acting weird and > sounds horrible. Waited an hour on the phone for tech support to no avail. > Will be a really long drive back to sort things out. Never had an XW with > issues before. > > I have a buddy that has had two different stacked pairs with issues. > It took months of back and forth on the one which they did replace them > however one of the inverters sent from Schneider was a euro 230/50hz. Taking > another trip and more delay. > > And same guy, another project with monitoring etc they refused to do anything > and the client had the money to just replace them with another brand, and > it’s been working fine ever since. > > Not a good situation > > I've only installed one and it is an ongoing nightmare. Almost burned the > customers house down with exploding batteries. > Voltages all set properly but the unit ignored all settings and went up to 67 > volts while I watched and who knows how high it would have gone if I had not > shut the system down. Luckily the owner of the spart time home has been there > when it needed to be shut down. > A grid tie system that has been off line most of its 10 year life. First > time Schneider tech support said it must be wrong settings. I had gone over > them many times and with another tech with me and there were no incorrect > settings. After more than a year, they admitted that the firmware was bad. > Wasted another whole day getting the firmware upgraded and it worked for > awhile and then did the same thing. Worked OK the last two years after > replacing the batteries for the second time and then suddenly it started > using lots of water and is doing it again. Not to mention the AGS module not > working with the firmware. A New module still has same problem. All wiring > tested. I have seen XW's (not my install) making loud noises and seeming to > have issues but I wasn't going to touch them Told them to get the original > installing company to check it out. > > I'm about to rip my problem child off the wall and put in a Radian. I've > installed dozens with only 2 needing any attention with power supply board > and a power module, all quick fixes. > > > > > > > > > > > > > > >
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