Friends:
I too struggle with the extended time it takes to reach tech support. We are captive by the fact that many service operations can only be performed by Enphase tech support. I have two suggestions: 1. Please remove the *d&*n* music-on-hold. I can stand being on hold for extended periods but only if I can otherwise be productive. The tinny, repetitive music is a complete distraction. Progressive companies have an option to select no music. I have asked this if Nick Soleil but it has not happened. Please implement this. 2. Please return to the policy of allowing customers to call and inquire about remote diagnostics. I have had customers call in and interact with customer support and it has been a win-win for us. The customer feels empowered and has a better understanding of their equipment and it saves my time. Thanks for considering these options. William Miller [image: Gradient Cap_mini] Lic 773985 millersolar.com <http://www.millersolar.com/> 805-438-5600 *From:* RE-wrenches [mailto:re-wrenches-boun...@lists.re-wrenches.org] *On Behalf Of *Jason Szumlanski *Sent:* Tuesday, July 05, 2016 12:47 PM *To:* RE-wrenches <re-wrenches@lists.re-wrenches.org> *Subject:* [RE-wrenches] Enphase Support Non-Responsive It seems like we are talking about inverter and module customer service (good and bad) a lot lately. Has anyone else noticed that Enphase seems to have stopped responding to tickets submitted via their website? Hold times are unacceptable, so I gave up on that, but nobody gets back to you when you try to contact them via their web form for weeks, even about an existing RMA or ticket, and they no longer let you update tickets by email. They are very helpful and competent if you get them on the phone, but who has time for that?! I'm also waiting an unacceptable amount of time on a major module manufacturer warranty claim right now. I'd love to see Home Power or someone do a story on manufacturer responsiveness to dealers. Things are generally going down hill it seems. Jason Szumlanski Florida Solar Design Group
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