I went through the Schneider tech online support application process and received back a curt email that didn't give me access to their tech support forum and didn't answer any of my questions. After several days of waiting and sending out emails I finally got the new tech support access number from a friend. In the meantime I was having an issue with the Xanbus network on a 20kW stand alone system and my client was losing patience. I'm not sure what glitch happened that I was not able to get the information that I needed by going through the Schneider tech support application process. The telephone support numbers that they sent me in emails as the tech support access numbers were not even real phone numbers. I talked with others that had the same experience at that time so I know I wasn't alone in my issues with getting though to tech support. I'm assuming that Schneider has corrected the issue by now. The guys at Schneider tech support have been awesome to work with and I'm still specifying Schneider products for most of my battery based systems. I didn't know that that number wasn't to be shared as I didn't get any real information from Schneider regarding the access number. My apologies! I do agree that it's important to not have our clients call tech support directly.
Vince McClellan Energy Design NABCEP PV Installation Professional p. (541) 485-8122 f. (541) 338-8202 If you have received this email and are not the intended recipient please delete this email. Copying, or using any part, content, or attachment of this email is strictly prohibited. On Sat, Apr 6, 2019 at 7:52 AM Glenn Burt <glenn.b...@glbcc.com> wrote: > William, > If you were to register through the website as the support number and the > website and the representative on here asked, you would have been provided > with the access number, just like the others of us who have followed their > requested procedure. > Having worked the other side of telephone support line, I understand their > attempts to screen calls into installers who they can expect will have a > modicum of system comprehension, and all others in their troubleshooting > attempts. > They further categorize callers by asking for your NABCEP number (if you > are so inclined) which would also aid in identifying a callers level of > experience and comprehension. > Circumventing their system helps no one. > > Glenn > > *Sent from my Verizon LG Smartphone* > > ------ Original message------ > *From: *William Miller > *Date: *Sat, Apr 6, 2019 12:57 AM > *To: *RE-wrenches;Vince McClellan; > *Cc: * > *Subject:*Re: [RE-wrenches] Schneider tech support AWOL? > > Friends: > > > > I think it unconscionable that Schneider is hiding behind an automated > façade. I am grateful to receive the “secret” number. This poor tech > support is another reason I will not be specifying Schneider. > > > > Thanks Kevin. > > > > William > > > > Miller Solar > > 17395 Oak Road, Atascadero, CA 93422 > > 805-438-5600 > > <http://www.millersolar.com/>www.millersolar.com > > CA Lic. 773985 > > > > Quote of the day: “If there is a job you hate, get really, > > really good at it. Maybe you will hate it less.“ W. Miller > > > > *From:* RE-wrenches [mailto:re-wrenches-boun...@lists.re-wrenches.org] *On > Behalf Of *Glenn Burt > *Sent:* Friday, April 5, 2019 3:10 PM > *To:* Vince McClellan; RE-wrenches > *Subject:* Re: [RE-wrenches] Schneider tech support AWOL? > > > > Vince, > > We were asked not to share that information... > > > > > > > > *Sent from my Verizon LG Smartphone* > > > > ------ Original message------ > > *From: *Vince McClellan > > *Date: *Fri, Apr 5, 2019 5:28 PM > > *To: *RE-wrenches; > > *Cc: * > > *Subject:*Re: [RE-wrenches] Schneider tech support AWOL? > > > > Hi Kevin > > Frustrating isn’t it. Try calling the tech support line and then enter the > number 8. You should get a real person. > > > > > On Apr 5, 2019, at 12:34 PM, Kevin Pegg <kp...@energyalternatives.ca> > wrote: > > Hi Wrenches, > > > > Curious if anyone has had any response from Schneider renewable energy > tech support of late? I have submitted 4 cases over the last 3 weeks, > couple warranty claims, couple tech questions - and have had absolutely > zero response. > > > > My clients are starting to get irritated, and it is wasting much time. > > > > Kevin > > > > _______________________________________________ > 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:< /span> > www.members.re-wrenches.org > >
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