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 wrote:
> Hi FolksDoes 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
> listWhat 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 inverterTheir 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
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