Friends:
It’s amazing how different people’s experiences can be: I installed a Soul-Arc 12 in my shop a week or two ago. I was having trouble connecting to my Wi-fi and programming for battery only. I was told there was a bad batch of dongles shipped but the problem could be fixed remotely. It took a couple of calls but within an hour every issue was resolved. I even got two call backs originating from tech support. My wait time on the phone was always less than 3 minutes. I had to pinch myself to make sure I wasn’t dreaming. Maybe my problems were just simple enough that low-level techs could take care of them and harder problems would have taken way longer. I am mystified. I now have 3 Deka Duration 5.3 batteries installed and I am no longer buying energy at $0.62/kwh from 4P to 9P. The programming capabilities of the Soul Arc are very powerful. The Duration batteries were plug-and-play for closed loop with the optional cable. I recommend the Soul Arc with the Duration batteries and will be offering them to clients. William Miller Solar 17395 Oak Road, Atascadero, CA 93422 805-438-5600 www.millersolar.com CA Lic. 773985 *From:* RE-wrenches [mailto:[email protected]] *On Behalf Of *Jay via RE-wrenches *Sent:* Tuesday, June 10, 2025 5:30 PM *To:* RE-wrenches *Cc:* Jay *Subject:* Re: [RE-wrenches] Any contacts at Sol-Ark I have to say listening to all the issues with lack of tech support and real issues and paying for warranty etc. I have no desire to buy or sell sol ark Jay On Jun 10, 2025, at 5:40 PM, Daryl DeJoy via RE-wrenches < [email protected]> wrote: I'm an asking SolArk to put a tech support person on this list. Hang tight, they will likely reach out to Michael Welch tonight. Daryl On Tue, Jun 10, 2025, 7:26 PM Michael Morningstar via RE-wrenches < [email protected]> wrote: Hello All, Does anyone have any contacts at Sol-Ark? I have a system that went off-line over a year ago, soon after they changed from PVPRO to MySol-Ark. I've been to the site more times than I can count. At first, they gaslit me and said the problem was my customer's router. I brought in an IT specialist who proved it wasn't. So they said that the dongle got bricked from the change to MySol-Ark, and sent a new dongle, which I swear took a month or two. Dongle didn't solve the issue and they tried blaming the router. So we paid for the IT guy to come out. Again. Next dongle didn't solve the issue. So they sent a new WiFi card. Still won't connect to the internet. But now the Inverter sees the customers WiFi signal which it didn't previously, causing us to run ethernet from the house to the utility building. Phones and computers connected to WiFi out there. But Sol-Ark said no it wasn't their fault. A typical site visit goes like this: Get to site and replace X part. No effect. Call Sol-Ark. Explain in excruciating detail the minutia of all the system intricacies to some low-level. Get bullshit response. Ask to speak to someone who can help. Told that someone will call me back (I explain that I'm out in the field). And only once did someone actually call me back. Like a week later. Many instances like this. I'm trying to arrange to have tech support available at a time when I can bring out our IT guy. I left a message this morning and I have sent Jharen two emails. No response. I could really use some help if someone knows anyone at the company that could see this through. This is only my third Sol-Ark install. The first used 8 12ks and we were unable to commission it due to poor tech support. It was only after reaching out to the founder/CEO that we got someone competent that we realized we had mislabeled 8Ks in the mix. The second install is this one. Currently doing a 60K and then I'm done with them. -- Michael Morningstar
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