Re: [RE-wrenches] Schneider Phone Support

2019-01-11 Thread Bill Hennessy 
We received a response in a day. Bill Hennessy
Berks Solar, LLC



  From: Jay 
 To: RE-wrenches  
 Sent: Friday, January 11, 2019 3:19 PM
 Subject: Re: [RE-wrenches] Schneider Phone Support
   
Hi all,
In regards to signing up for the special code. Does anyone know how long it 
takes to get a response?  
It’s been 2 days now and so far no return email with the “code”
JayPeltz power. 
On Jan 10, 2019, at 12:03 PM, Michael Welch  
wrote:


Hi gang. I am posting this on behalf of Sandra Herrera.

Hello Re-Wenches,
I am sorry to hear the challenges listed here on accessing the 
SchneiderElectric technical support departments.
The recent changes made were intended to improve the support to ourinstaller. 
However, we are still working out bugs.
The technical department call center is available to the solarprofessional, but 
it does requires a simple first step. You must firstregister your company by 
filling out this form (link below) theregistration is only needed once per 
company. After completing theregistration, you will receive an email response 
that will provide youwith an unpublished code that will get you through 
directly to thetechnical support call center.
https://solar.schneider-electric.com/installer-registration/
The 866-519-1470 phone number has not changed, and a new number833-391-8640 has 
been added. Once you receive the unpublished access codeeveryone in your 
company can use it. 
I hope this classifies the changes. Please feel free to contact medirectly if 
you have any questions or concerns.
Regards 
Sandra Herrera
sandra.herr...@schneider-electric.com 



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Re: [RE-wrenches] Schneider Phone Support

2019-01-11 Thread Dave Angelini Offgrid Solar 
It took me 3 days from the 10th of DEC. to the 13th when I got mine. There
are still some glitches see below.
One must also keep in mind the huge number of really crazy calls from DIY
people who had no training installing systems.
I know it sucks now but rumors of a really good interactive FAQ specific
to Schneider Solar will help those folks and keep the lines available for
us.
I always tell them how much I miss the Xantrex user forum but

Hi Dave,

I think we have another communications issue. xxx'd out code info
 I will get the confirmation message update the message afterwards and let
you know.

Again thank you for your support.  You are speeding up troubleshooting our
new
system incredibly.

Dave Angelini Offgrid Solar
"we go where powerlines don't"
http://members.sti.net/offgridsolar/
e-mail  offgridso...@sti.net
text 209 813 0060




> Hi all,
>
> In regards to signing up for the special code. Does anyone know how long
> it takes to get a response?
>
> It’s been 2 days now and so far no return email with the “code”
>
> Jay
> Peltz power.
>
>> On Jan 10, 2019, at 12:03 PM, Michael Welch
>>  wrote:
>>
>> Hi gang. I am posting this on behalf of Sandra Herrera.
>>
>> Hello Re-Wenches,
>> I am sorry to hear the challenges listed here on accessing the Schneider
>> Electric technical support departments.
>> The recent changes made were intended to improve the support to our
>> installer. However, we are still working out bugs.
>> The technical department call center is available to the solar
>> professional, but it does requires a simple first step. You must first
>> register your company by filling out this form (link below) the
>> registration is only needed once per company. After completing the
>> registration, you will receive an email response that will provide you
>> with an unpublished code that will get you through directly to the
>> technical support call center.
>> https://solar.schneider-electric.com/installer-registration/
>> The 866-519-1470 phone number has not changed, and a new number
>> 833-391-8640 has been added. Once you receive the unpublished access
>> code everyone in your company can use it.
>> I hope this classifies the changes. Please feel free to contact me
>> directly if you have any questions or concerns.
>> Regards
>> Sandra Herrera
>> sandra.herr...@schneider-electric.com
>>
>> ___
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>> List Address: RE-wrenches@lists.re-wrenches.org
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>> Change listserver email address & settings:
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>> www.members.re-wrenches.org
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Re: [RE-wrenches] Schneider Phone Support

2019-01-11 Thread Howie Michaelson 
My response was within an hour I believe.

On Fri, Jan 11, 2019 at 3:26 PM Jay  wrote:

> Hi all,
>
> In regards to signing up for the special code. Does anyone know how long
> it takes to get a response?
>
> It’s been 2 days now and so far no return email with the “code”
>
> Jay
> Peltz power.
>
> On Jan 10, 2019, at 12:03 PM, Michael Welch 
> wrote:
>
> Hi gang. I am posting this on behalf of Sandra Herrera.
>
> Hello Re-Wenches,
> I am sorry to hear the challenges listed here on accessing the Schneider
> Electric technical support departments.
> The recent changes made were intended to improve the support to our
> installer. However, we are still working out bugs.
> The technical department call center is available to the solar
> professional, but it does requires a simple first step. You must first
> register your company by filling out this form (link below) the
> registration is only needed once per company. After completing the
> registration, you will receive an email response that will provide you with
> an unpublished code that will get you through directly to the technical
> support call center.
> https://solar.schneider-electric.com/installer-registration/
> The 866-519-1470 phone number has not changed, and a new number
> 833-391-8640 has been added. Once you receive the unpublished access code
> everyone in your company can use it.
> I hope this classifies the changes. Please feel free to contact me
> directly if you have any questions or concerns.
> Regards
> Sandra Herrera
> sandra.herr...@schneider-electric.com
>
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> List Address: RE-wrenches@lists.re-wrenches.org
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Re: [RE-wrenches] Schneider Phone Support

2019-01-11 Thread Jay 
Hi all,

In regards to signing up for the special code. Does anyone know how long it 
takes to get a response?  

It’s been 2 days now and so far no return email with the “code”

Jay
Peltz power. 

> On Jan 10, 2019, at 12:03 PM, Michael Welch  
> wrote:
> 
> Hi gang. I am posting this on behalf of Sandra Herrera.
> 
> Hello Re-Wenches,
> I am sorry to hear the challenges listed here on accessing the Schneider 
> Electric technical support departments.
> The recent changes made were intended to improve the support to our 
> installer. However, we are still working out bugs.
> The technical department call center is available to the solar professional, 
> but it does requires a simple first step. You must first register your 
> company by filling out this form (link below) the registration is only needed 
> once per company. After completing the registration, you will receive an 
> email response that will provide you with an unpublished code that will get 
> you through directly to the technical support call center.
> https://solar.schneider-electric.com/installer-registration/
> The 866-519-1470 phone number has not changed, and a new number 833-391-8640 
> has been added. Once you receive the unpublished access code everyone in your 
> company can use it. 
> I hope this classifies the changes. Please feel free to contact me directly 
> if you have any questions or concerns.
> Regards 
> Sandra Herrera
> sandra.herr...@schneider-electric.com 
> 
> ___
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> List Address: RE-wrenches@lists.re-wrenches.org
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Re: [RE-wrenches] Schneider Phone Support

2019-01-10 Thread drake . chamberlin 

I got through on the mobile number and got good, quick support. The
land line number gave a fast busy signal on several tries. 

Drake 

- Original Message -
From: offgridso...@sti.net "RE-wrenches"

To:, "RE-wrenches"

Cc:
Sent:Thu, 10 Jan 2019 12:55:56 -0800 (PST)
Subject:Re: [RE-wrenches] Schneider Phone Support

 I meant to say the cell number works but I did not have luck with the
 landline. I spoke with Jimmy in support. Not sure about the code
either
 but it was very fast to speak with them, this time...

 >
 >
 > Thanks Michael! This attach is what I received on December 13. Not
a
 > great job on this by Schneider but the number works. The arrow in
the
 > screenshot is the code.
 > Dave Angelini Offgrid Solar
 > "we go where
 > powerlines don't"
 > http://members.sti.net/offgridsolar/ [1]
 > e-mail
 > offgridso...@sti.net [2]
 > text 209 813 0060
 >
 > On Thu, 10 Jan 2019 12:03:19
 > -0800, Michael Welch wrote: Hi gang. I am posting this on behalf of
 > Sandra
 > Herrera.
 >
 > Hello Re-Wenches,
 > I am sorry to hear the challenges listed here
 > on accessing the Schneider Electric technical support departments.
 > The
 > recent changes made were intended to improve the support to our
installer.
 > However, we are still working out bugs.
 > The technical department call
 > center is available to the solar professional, but it does requires
a
 > simple first step. You must first register your company by filling
out
 > this
 > form (link below) the registration is only needed once per company.
After
 > completing the registration, you will receive an email response
that will
 > provide you with an unpublished code that will get you through
directly to
 > the technical support call center.
 >
 > https://solar.schneider-electric.com/installer-registration/
 > The
 > 866-519-1470 phone number has not changed, and a new number
833-391-8640
 > has been added. Once you receive the unpublished access code
everyone in
 > your company can use it.
 > I hope this classifies the changes. Please feel
 > free to contact me directly if you have any questions or concerns.
 > Regards
 >
 > Sandra Herrera
 > sandra.herr...@schneider-electric.com [3]
 >
 > --
 >
 >
 >
 >
 > Links:
 > --
 > [1] http://members.sti.net/offgridsolar/
 > [2]
 > mailto:offgridso...@sti.net
 > [3]
 > mailto:sandra.herr...@schneider-electric.com
 > ___
 > 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:
 > www.members.re-wrenches.org
 >
 >

 Dave Angelini Offgrid Solar
 "we go where powerlines don't"
 http://members.sti.net/offgridsolar/
 e-mail offgridso...@sti.net
 text 209 813 0060

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Re: [RE-wrenches] Schneider Phone Support

2019-01-10 Thread Dave Angelini Offgrid Solar 
I meant to say the cell number works but I did not have luck with the
landline. I spoke with Jimmy in support. Not sure about the code either
but it was very fast to speak with them, this time...

>
>
> Thanks Michael! This attach is what I received on December 13. Not a
> great job on this by Schneider but the number works. The arrow in the
> screenshot is the code.
> Dave Angelini Offgrid Solar
> "we go where
> powerlines don't"
> http://members.sti.net/offgridsolar/ [1]
> e-mail
> offgridso...@sti.net [2]
> text 209 813 0060
>
> On Thu, 10 Jan 2019 12:03:19
> -0800, Michael Welch  wrote: Hi gang. I am posting this on behalf of
> Sandra
> Herrera.
>
>  Hello Re-Wenches,
>  I am sorry to hear the challenges listed here
> on accessing the Schneider Electric technical support departments.
>  The
> recent changes made were intended to improve the support to our installer.
> However, we are still working out bugs.
>  The technical department call
> center is available to the solar professional, but it does requires a
> simple first step. You must first register your company by filling out
> this
> form (link below) the registration is only needed once per company. After
> completing the registration, you will receive an email response that will
> provide you with an unpublished code that will get you through directly to
> the technical support call center.
>
> https://solar.schneider-electric.com/installer-registration/
>  The
> 866-519-1470 phone number has not changed, and a new number 833-391-8640
> has been added. Once you receive the unpublished access code everyone in
> your company can use it.
>  I hope this classifies the changes. Please feel
> free to contact me directly if you have any questions or concerns.
>  Regards
>
>  Sandra Herrera
>   sandra.herr...@schneider-electric.com [3]
>
>  --
>
>
>
>
> Links:
> --
> [1] http://members.sti.net/offgridsolar/
> [2]
> mailto:offgridso...@sti.net
> [3]
> mailto:sandra.herr...@schneider-electric.com
> ___
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>
>


Dave Angelini Offgrid Solar
"we go where powerlines don't"
http://members.sti.net/offgridsolar/
e-mail  offgridso...@sti.net
text 209 813 0060

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Re: [RE-wrenches] Schneider Phone Support

2019-01-10 Thread Dave Angelini Offgrid Solar 


Thanks Michael! This attach is what I received on December 13. Not a
great job on this by Schneider but the number works. The arrow in the
screenshot is the code.  
Dave Angelini Offgrid Solar
"we go where
powerlines don't"
http://members.sti.net/offgridsolar/ [1]
e-mail
offgridso...@sti.net [2]
text 209 813 0060

On Thu, 10 Jan 2019 12:03:19
-0800, Michael Welch  wrote: Hi gang. I am posting this on behalf of Sandra
Herrera.

 Hello Re-Wenches,
 I am sorry to hear the challenges listed here
on accessing the Schneider Electric technical support departments.
 The
recent changes made were intended to improve the support to our installer.
However, we are still working out bugs.
 The technical department call
center is available to the solar professional, but it does requires a
simple first step. You must first register your company by filling out this
form (link below) the registration is only needed once per company. After
completing the registration, you will receive an email response that will
provide you with an unpublished code that will get you through directly to
the technical support call center.
 
https://solar.schneider-electric.com/installer-registration/
 The
866-519-1470 phone number has not changed, and a new number 833-391-8640
has been added. Once you receive the unpublished access code everyone in
your company can use it. 
 I hope this classifies the changes. Please feel
free to contact me directly if you have any questions or concerns.
 Regards

 Sandra Herrera
  sandra.herr...@schneider-electric.com [3] 

 -- 




Links:
--
[1] http://members.sti.net/offgridsolar/
[2]
mailto:offgridso...@sti.net
[3]
mailto:sandra.herr...@schneider-electric.com
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Re: [RE-wrenches] Schneider Phone Support

2019-01-10 Thread Michael Welch 


Hi gang. I am posting this on behalf of Sandra Herrera.
Hello Re-Wenches,
I am sorry to hear the challenges listed here on accessing the Schneider
Electric technical support departments.
The recent changes made were intended to improve the support to our
installer. However, we are still working out bugs.
The technical department call center is available to the solar
professional, but it does requires a simple first step. You must first
register your company by filling out this form (link below) the
registration is only needed once per company. After completing the
registration, you will receive an email response that will provide you
with an unpublished code that will get you through directly to the
technical support call center.

https://solar.schneider-electric.com/installer-registration/
The 866-519-1470 phone number has not changed, and a new number
833-391-8640 has been added. Once you receive the unpublished access code
everyone in your company can use it. 
I hope this classifies the changes. Please feel free to contact me
directly if you have any questions or concerns.
Regards 
Sandra Herrera

sandra.herr...@schneider-electric.com 



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Re: [RE-wrenches] Schneider Phone Support

2019-01-10 Thread Ray 
Well, self reported specifications don't mean squat, but long term 
reputation for reliability and tech support do.  If you can't trust the 
company, you really can't buy into any of their specs either.


Ray Walters
Remote Solar
303 505-8760

On 1/10/19 10:56 AM, Dan Fink wrote:
Yes. It's interesting how I often find myself choosing equipment 
manufacturers based on their tech support rather than the actual 
equipment specs.


Dan Fink
Professor of Solar Energy Technology, Ecotech Institute
IREC Certified Instructor™ for:
~ PV Installation Professional
~ Small Wind Installer
Executive Director, Buckville Energy
NABCEP Registered Continuing Education Providers™
NABCEP PV Associate

970.672.4342



On Wed, Jan 9, 2019 at 8:06 PM Matthew Sherald > wrote:


Wrenches,

I also had need of tech support from Schneider and was nonplussed
when my trusty phone number failed to connect to their service
desk. I filled out their installer form and received a reply email
with a number and an un-advertised extension. The number gets you
the same dead end menu choices but if you dial the secret
extension you may be placed in contact with a real live tech person.
Anyway, I also posted my issue via the web form and got a delayed
response.
Good tech support makes a difference when I decide between brands.
Schneider used to have very good support. I hope they don’t
downsize or otherwise diminish its effectiveness. The new
phone/email routine sure left me a bit vexed.

-Matt

Sent from my iPhone

On Jan 9, 2019, at 1:21 PM, Ray mailto:r...@solarray.com>> wrote:


Can't help you with the phone support, but the fan running is
probably a bad temp sensor on the transformer.  Talk about
runaround, you'll probably have to call Schneider support to get
the replacement sensor.

Ray Walters
Remote Solar
303 505-8760
On 1/9/19 8:34 AM, Amanda Potter wrote:

Hello Wrenches,
I am having the same issue.
I have Comboxs out there that have the latest firmware, but they
haven’t worked for quite a while and my customers are not happy...
And, a SW 4024, three years old with the fans running non stop,
no matter what the temperatures are and they will not warranty.
That is what the last email said from Tech Support.

Thoughts?

Thanks ahead of time.

Amanda Potter
NABCEP
PV Installation Professional
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On Jan 9, 2019, at 9:56 AM, drake.chamber...@redwoodalliance.org
 wrote:


Hello Wrenches,

Does Schneider phone support still exist? I filled out an on
line form, as a professional, to be able to get phone support.
Schneider sent me an email with two numbers to call, and
neither of them worked. One did not connect to anything and the
other gave me the original message saying to fill out the form
for tech support.

Using their on-line support has been limited in its usefulness,
with a lot of runaround. No one there will answer any questions
about phone support availability.

The timing of this is interesting, as I was on the verge of
using Schneider as my go-to brand for battery based equipment.
. One Wrench posting from a while back that stuck in my head
was, "before buying equipment, call their tech support to see
how good it is."

Does anyone know if phone support still exists?

Thank you,

Drake


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Re: [RE-wrenches] Schneider Phone Support

2019-01-10 Thread Dan Fink 
Yes. It's interesting how I often find myself choosing equipment
manufacturers based on their tech support rather than the actual equipment
specs.

Dan Fink
Professor of Solar Energy Technology, Ecotech Institute
IREC Certified Instructor™ for:
~ PV Installation Professional
~ Small Wind Installer
Executive Director, Buckville Energy
NABCEP Registered Continuing Education Providers™
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970.672.4342




On Wed, Jan 9, 2019 at 8:06 PM Matthew Sherald  wrote:

> Wrenches,
>
> I also had need of tech support from Schneider and was nonplussed when my
> trusty phone number failed to connect to their service desk. I filled out
> their installer form and received a reply email with a number and an
> un-advertised extension. The number gets you the same dead end menu choices
> but if you dial the secret extension you may be placed in contact with a
> real live tech person.
> Anyway, I also posted my issue via the web form and got a delayed
> response.
> Good tech support makes a difference when I decide between brands.
> Schneider used to have very good support. I hope they don’t downsize or
> otherwise diminish its effectiveness. The new phone/email routine sure left
> me a bit vexed.
>
> -Matt
>
> Sent from my iPhone
>
> On Jan 9, 2019, at 1:21 PM, Ray  wrote:
>
> Can't help you with the phone support, but the fan running is probably a
> bad temp sensor on the transformer.  Talk about runaround, you'll probably
> have to call Schneider support to get the replacement sensor.
>
> Ray Walters
> Remote Solar
> 303 505-8760
>
> On 1/9/19 8:34 AM, Amanda Potter wrote:
>
> Hello Wrenches,
> I am having the same issue.
> I have Comboxs out there that have the latest firmware, but they haven’t
> worked for quite a while and my customers are not happy...
> And, a SW 4024, three years old with the fans running non stop, no matter
> what the temperatures are and they will not warranty.
> That is what the last email said from Tech Support.
>
> Thoughts?
>
> Thanks ahead of time.
>
> Amanda Potter
> NABCEP
> PV Installation Professional
> NYSERDA Eligible PV Installer
> Adirondack Battery & Solar, LLC
> Potsdam, NY
> (315) 212-2114
>
> On Jan 9, 2019, at 9:56 AM, drake.chamber...@redwoodalliance.org wrote:
>
> Hello Wrenches,
>
> Does Schneider phone support still exist? I filled out an on line form, as
> a professional, to be able to get phone support. Schneider sent me an email
> with two numbers to call, and neither of them worked. One did not connect
> to anything and the other gave me the original message saying to fill out
> the form for tech support.
>
> Using their on-line support has been limited in its usefulness, with a lot
> of runaround. No one there will answer any questions about phone support
> availability.
>
> The timing of this is interesting, as I was on the verge of using
> Schneider as my go-to brand for battery based equipment. . One Wrench
> posting from a while back that stuck in my head was, "before buying
> equipment, call their tech support to see how good it is."
>
> Does anyone know if phone support still exists?
>
> Thank you,
>
> Drake
>
>
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Re: [RE-wrenches] Schneider Phone Support

2019-01-09 Thread Ray 
I was also considering Schneider for my next system, but this support 
issue is not encouraging.  Meanwhile the voltage fluctuation issue with 
the Magnum inverters seems to not cause as much trouble as I first 
thought.  I tested LED, and CFL lights, along with a small motor, and 
could not see a perceptible variation in performance.  The fluctuation 
also seems to slow under load, as I was seeing the voltage dip to 116 
from 122 for about 5 sec approx every minute.  Guess I'll be sticking 
with Magnum, because they still answer the phone.


Ray Walters
Remote Solar
303 505-8760

On 1/9/19 3:49 PM, Tump wrote:
Are you saying we need to jump thru more hoops to use 
unreliable/questionable product support? OMG
On Jan 9, 2019, at 5:42 PM, Howie Michaelson 
mailto:howie.michael...@gmail.com>> wrote:


Hi all,
Concerned by this thread, I went through the process of registering 
as an installer on line. A short while later I was sent an email of 
acceptance and a phone number. I was implored to not share the 
number. I did try it and was successful at reaching tech support on 
first try. Thanks for the warning that the process has changed, it 
would have been a pain to be on a service call without having gone 
through this ahead of time.

Howie


On Wed, Jan 9, 2019, 9:56 AM  wrote:


Hello Wrenches,

Does Schneider phone support still exist? I filled out an on line
form, as a professional, to be able to get phone support.
Schneider sent me an email with two numbers to call, and neither
of them worked. One did not connect to anything and the other
gave me the original message saying to fill out the form for tech
support.

Using their on-line support has been limited in its usefulness,
with a lot of runaround. No one there will answer any questions
about phone support availability.

The timing of this is interesting, as I was on the verge of using
Schneider as my go-to brand for battery based equipment. . One
Wrench posting from a while back that stuck in my head was,
"before buying equipment, call their tech support to see how good
it is."

Does anyone know if phone support still exists?

Thank you,

Drake

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Re: [RE-wrenches] Schneider Phone Support

2019-01-09 Thread Dave Angelini Offgrid Solar 


What firmware revision is in the CSW's please? If you download the
firmware there is a revision page that says what was fixed. The fan issue
was 3 revisions back. If the fan circuit is damaged, the default is fans
on. I only use XW's for my clients because they are what should be used
offgrid in my opinion. 

Two years is the warranty period for a CSW and 5
or 10 for an XW. I am not defending this phone thing but I will get back
with what I find out. I agree totally about the phone business. I can say
that most of the folks in Burnaby where Schneider Solar is are often out
around this time of year. Many tech companies holiday for at least 2 weeks
or more, but I get the frustration. 
Dave Angelini Offgrid Solar
"we go
where powerlines don't"
http://members.sti.net/offgridsolar/ [1]
e-mail
offgridso...@sti.net [2]
text 209 813 0060

On Wed, 9 Jan 2019 16:54:38
-0500, Tump  wrote: The older SWs is just a simple thermistor replacement.
Kris at Tekris power probably has them.
   On Jan 9, 2019, at 10:34 AM,
Amanda Potter  wrote: 
  Hello Wrenches, I am having the same issue. I have
Comboxs out there that have the latest firmware, but they haven't worked
for quite a while and my customers are not happy... And, a SW 4024, three
years old with the fans running non stop, no matter what the temperatures
are and they will not warranty. That is what the last email said from Tech
Support.   Thoughts?   Thanks ahead of time.Amanda Potter NABCEP  PV
Installation Professional NYSERDA Eligible PV Installer  Adirondack Battery
">(315) 212-2114   
On Jan 9, 2019, at 9:56 AM,
drake.chamber...@redwoodalliance.org [4] wrote:

   Hello Wrenches,   Does
Schneider phone support still exist? I filled out an on line form, as a
professional, to be able to get phone support. Schneider sent me an email
with two numbers to call, and neither of them worked. One did not connect
to anything and the other gave me the original message saying to fill out
the form for tech support.   Using their on-line support has been limited
in its usefulness, with a lot of runaround. No one there will answer any
questions about phone support availability.   The timing of this is
interesting, as I was on the verge of using Schneider as my go-to brand for
battery based equipment. . One Wrench posting from a while back that stuck
in my head was, "before buying equipment, call their tech support to see
how good it is."Does anyone know if phone support still exists?   Thank
you,   Drake  

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Re: [RE-wrenches] Schneider Phone Support

2019-01-09 Thread Tump 
Are you saying we need to jump thru more hoops to use unreliable/questionable 
product support? OMG
> On Jan 9, 2019, at 5:42 PM, Howie Michaelson  
> wrote:
> 
> Hi all,
> Concerned by this thread, I went through the process of registering as an 
> installer on line. A short while later I was sent an email of acceptance and 
> a phone number. I was implored to not share the number. I did try it and was 
> successful at reaching tech support on first try. Thanks for the warning that 
> the process has changed, it would have been a pain to be on a service call 
> without having gone through this ahead of time.
> Howie
> 
> 
> On Wed, Jan 9, 2019, 9:56 AM   wrote:
> Hello Wrenches,
> 
> Does Schneider phone support still exist? I filled out an on line form, as a 
> professional, to be able to get phone support. Schneider sent me an email 
> with two numbers to call, and neither of them worked. One did not connect to 
> anything and the other gave me the original message saying to fill out the 
> form for tech support.
> 
> Using their on-line support has been limited in its usefulness, with a lot of 
> runaround. No one there will answer any questions about phone support 
> availability.
> 
> The timing of this is interesting, as I was on the verge of using Schneider 
> as my go-to brand for battery based equipment. . One Wrench posting from a 
> while back that stuck in my head was, "before buying equipment, call their 
> tech support to see how good it is." 
> 
> Does anyone know if phone support still exists?
> 
> Thank you,
> 
> Drake 
> 
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>Serving Mid Coast Maine & Northern California
>  207-832-7574   Cl. 610-517-8401  
> 
>   Blair "TUMP" May
>  MAINE'S CHARTER 
>   NABCEP"Certified PV Installer" 
>
>     MAINE'S CHARTER 
>   Trace Xantrex "Certified" Dealer / Installer"
> 


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Re: [RE-wrenches] Schneider Phone Support

2019-01-09 Thread Howie Michaelson 
Hi all,
Concerned by this thread, I went through the process of registering as an
installer on line. A short while later I was sent an email of acceptance
and a phone number. I was implored to not share the number. I did try it
and was successful at reaching tech support on first try. Thanks for the
warning that the process has changed, it would have been a pain to be on a
service call without having gone through this ahead of time.
Howie


On Wed, Jan 9, 2019, 9:56 AM  Hello Wrenches,
>
> Does Schneider phone support still exist? I filled out an on line form, as
> a professional, to be able to get phone support. Schneider sent me an email
> with two numbers to call, and neither of them worked. One did not connect
> to anything and the other gave me the original message saying to fill out
> the form for tech support.
>
> Using their on-line support has been limited in its usefulness, with a lot
> of runaround. No one there will answer any questions about phone support
> availability.
>
> The timing of this is interesting, as I was on the verge of using
> Schneider as my go-to brand for battery based equipment. . One Wrench
> posting from a while back that stuck in my head was, "before buying
> equipment, call their tech support to see how good it is."
>
> Does anyone know if phone support still exists?
>
> Thank you,
>
> Drake
>
>
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Re: [RE-wrenches] Schneider Phone Support

2019-01-09 Thread Tump 
The older SWs is just a simple thermistor replacement. Kris at Tekris power 
probably has them.
> On Jan 9, 2019, at 10:34 AM, Amanda Potter  
> wrote:
> 
> Hello Wrenches,
> I am having the same issue.
> I have Comboxs out there that have the latest firmware, but they haven’t 
> worked for quite a while and my customers are not happy...
> And, a SW 4024, three years old with the fans running non stop, no matter 
> what the temperatures are and they will not warranty.
> That is what the last email said from Tech Support.
> 
> Thoughts?
> 
> Thanks ahead of time.
> 
> Amanda Potter
> NABCEP 
> PV Installation Professional
> NYSERDA Eligible PV Installer
> Adirondack Battery & Solar, LLC
> Potsdam, NY
> (315) 212-2114
> 
> On Jan 9, 2019, at 9:56 AM, drake.chamber...@redwoodalliance.org 
>  wrote:
> 
>> Hello Wrenches,
>> 
>> Does Schneider phone support still exist? I filled out an on line form, as a 
>> professional, to be able to get phone support. Schneider sent me an email 
>> with two numbers to call, and neither of them worked. One did not connect to 
>> anything and the other gave me the original message saying to fill out the 
>> form for tech support.
>> 
>> Using their on-line support has been limited in its usefulness, with a lot 
>> of runaround. No one there will answer any questions about phone support 
>> availability.
>> 
>> The timing of this is interesting, as I was on the verge of using Schneider 
>> as my go-to brand for battery based equipment. . One Wrench posting from a 
>> while back that stuck in my head was, "before buying equipment, call their 
>> tech support to see how good it is." 
>> 
>> Does anyone know if phone support still exists?
>> 
>> Thank you,
>> 
>> Drake 
>> 
>> 
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>  www.SWNL.net 
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> 
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Re: [RE-wrenches] Schneider Phone Support

2019-01-09 Thread Matthew Sherald 
Wrenches,

I also had need of tech support from Schneider and was nonplussed when my 
trusty phone number failed to connect to their service desk. I filled out their 
installer form and received a reply email with a number and an un-advertised 
extension. The number gets you the same dead end menu choices but if you dial 
the secret extension you may be placed in contact with a real live tech person. 
Anyway, I also posted my issue via the web form and got a delayed response. 
Good tech support makes a difference when I decide between brands. Schneider 
used to have very good support. I hope they don’t downsize or otherwise 
diminish its effectiveness. The new phone/email routine sure left me a bit 
vexed. 

-Matt

Sent from my iPhone

> On Jan 9, 2019, at 1:21 PM, Ray  wrote:
> 
> Can't help you with the phone support, but the fan running is probably a bad 
> temp sensor on the transformer.  Talk about runaround, you'll probably have 
> to call Schneider support to get the replacement sensor.
> 
> Ray Walters
> Remote Solar
> 303 505-8760
>> On 1/9/19 8:34 AM, Amanda Potter wrote:
>> Hello Wrenches,
>> I am having the same issue.
>> I have Comboxs out there that have the latest firmware, but they haven’t 
>> worked for quite a while and my customers are not happy...
>> And, a SW 4024, three years old with the fans running non stop, no matter 
>> what the temperatures are and they will not warranty.
>> That is what the last email said from Tech Support.
>> 
>> Thoughts?
>> 
>> Thanks ahead of time.
>> 
>> Amanda Potter
>> NABCEP 
>> PV Installation Professional
>> NYSERDA Eligible PV Installer
>> Adirondack Battery & Solar, LLC
>> Potsdam, NY
>> (315) 212-2114
>> 
>> On Jan 9, 2019, at 9:56 AM, drake.chamber...@redwoodalliance.org wrote:
>> 
>>> Hello Wrenches,
>>> 
>>> Does Schneider phone support still exist? I filled out an on line form, as 
>>> a professional, to be able to get phone support. Schneider sent me an email 
>>> with two numbers to call, and neither of them worked. One did not connect 
>>> to anything and the other gave me the original message saying to fill out 
>>> the form for tech support.
>>> 
>>> Using their on-line support has been limited in its usefulness, with a lot 
>>> of runaround. No one there will answer any questions about phone support 
>>> availability.
>>> 
>>> The timing of this is interesting, as I was on the verge of using Schneider 
>>> as my go-to brand for battery based equipment. . One Wrench posting from a 
>>> while back that stuck in my head was, "before buying equipment, call their 
>>> tech support to see how good it is." 
>>> 
>>> Does anyone know if phone support still exists?
>>> 
>>> Thank you,
>>> 
>>> Drake 
>>> 
>>> 
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Re: [RE-wrenches] Schneider Phone Support

2019-01-09 Thread Ray 
Can't help you with the phone support, but the fan running is probably a 
bad temp sensor on the transformer.  Talk about runaround, you'll 
probably have to call Schneider support to get the replacement sensor.


Ray Walters
Remote Solar
303 505-8760

On 1/9/19 8:34 AM, Amanda Potter wrote:

Hello Wrenches,
I am having the same issue.
I have Comboxs out there that have the latest firmware, but they 
haven’t worked for quite a while and my customers are not happy...
And, a SW 4024, three years old with the fans running non stop, no 
matter what the temperatures are and they will not warranty.

That is what the last email said from Tech Support.

Thoughts?

Thanks ahead of time.

Amanda Potter
NABCEP
PV Installation Professional
NYSERDA Eligible PV Installer
Adirondack Battery & Solar, LLC
Potsdam, NY
(315) 212-2114

On Jan 9, 2019, at 9:56 AM, drake.chamber...@redwoodalliance.org 
 wrote:



Hello Wrenches,

Does Schneider phone support still exist? I filled out an on line 
form, as a professional, to be able to get phone support. Schneider 
sent me an email with two numbers to call, and neither of them 
worked. One did not connect to anything and the other gave me the 
original message saying to fill out the form for tech support.


Using their on-line support has been limited in its usefulness, with 
a lot of runaround. No one there will answer any questions about 
phone support availability.


The timing of this is interesting, as I was on the verge of using 
Schneider as my go-to brand for battery based equipment. . One Wrench 
posting from a while back that stuck in my head was, "before buying 
equipment, call their tech support to see how good it is."


Does anyone know if phone support still exists?

Thank you,

Drake


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Re: [RE-wrenches] Schneider Phone Support

2019-01-09 Thread glenn.b...@glbcc.com 
We tried to use their phone support yesterday from an off grid site whose 
system was down and were directed to their online support services as well.Not 
happy with the results and wasted man hours that ensued as the tech had to 
complete online applications while in questionable cell coverage area. Then 
wait for confirming email. The day was done before we were able to move forward.
Glenn
Sent from my 'smart' phone so please excuse spelling and typos.
-- Original message--From: drake.chamberlin@redwoodalliance.orgDate: 
Wed, Jan 9, 2019 9:56 AMTo: RE-wrenches;Cc: Subject:[RE-wrenches] Schneider 
Phone Support
Hello Wrenches,
Does Schneider phone support still exist? I filled out an on line form, as a 
professional, to be able to get phone support. Schneider sent me an email with 
two numbers to call, and neither of them worked. One did not connect to 
anything and the other gave me the original message saying to fill out the form 
for tech support.
Using their on-line support has been limited in its usefulness, with a lot of 
runaround. No one there will answer any questions about phone support 
availability.
The timing of this is interesting, as I was on the verge of using Schneider as 
my go-to brand for battery based equipment. . One Wrench posting from a while 
back that stuck in my head was, "before buying equipment, call their tech 
support to see how good it is." 

Does anyone know if phone support still exists?
Thank you,
Drake 


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Re: [RE-wrenches] Schneider Phone Support

2019-01-09 Thread drake . chamberlin 

Did you ever get a working phone support number?

- Original Message -
From: "glenn.b...@glbcc.com" 
To:, "RE-wrenches"

Cc:
Sent:Wed, 09 Jan 2019 10:22:35 -0500
Subject:Re: [RE-wrenches] Schneider Phone Support

We tried to use their phone support yesterday from an off grid site
whose system was down and were directed to their online support
services as well.
Not happy with the results and wasted man hours that ensued as the
tech had to complete online applications while in questionable cell
coverage area. Then wait for confirming email. The day was done before
we were able to move forward.

Glenn

Sent from my 'smart' phone so please excuse spelling and typos.

-- Original message--
FROM: drake.chamber...@redwoodalliance.org [1]
DATE: Wed, Jan 9, 2019 9:56 AM
TO: RE-wrenches;
CC: 
SUBJECT:[RE-wrenches] Schneider Phone Support

Hello Wrenches,

Does Schneider phone support still exist? I filled out an on line
form, as a professional, to be able to get phone support. Schneider
sent me an email with two numbers to call, and neither of them worked.
One did not connect to anything and the other gave me the original
message saying to fill out the form for tech support.

Using their on-line support has been limited in its usefulness, with a
lot of runaround. No one there will answer any questions about phone
support availability.

The timing of this is interesting, as I was on the verge of using
Schneider as my go-to brand for battery based equipment. . One Wrench
posting from a while back that stuck in my head was, "before buying
equipment, call their tech support to see how good it is." 

Does anyone know if phone support still exists?

Thank you,

Drake 

 

Links:
--
[1] mailto:drake.chamber...@redwoodalliance.org

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Re: [RE-wrenches] Schneider Phone Support

2019-01-09 Thread Amanda Potter 
Hello Wrenches,
I am having the same issue.
I have Comboxs out there that have the latest firmware, but they haven’t worked 
for quite a while and my customers are not happy...
And, a SW 4024, three years old with the fans running non stop, no matter what 
the temperatures are and they will not warranty.
That is what the last email said from Tech Support.

Thoughts?

Thanks ahead of time.

Amanda Potter
NABCEP 
PV Installation Professional
NYSERDA Eligible PV Installer
Adirondack Battery & Solar, LLC
Potsdam, NY
(315) 212-2114

> On Jan 9, 2019, at 9:56 AM, drake.chamber...@redwoodalliance.org wrote:
> 
> Hello Wrenches,
> 
> Does Schneider phone support still exist? I filled out an on line form, as a 
> professional, to be able to get phone support. Schneider sent me an email 
> with two numbers to call, and neither of them worked. One did not connect to 
> anything and the other gave me the original message saying to fill out the 
> form for tech support.
> 
> Using their on-line support has been limited in its usefulness, with a lot of 
> runaround. No one there will answer any questions about phone support 
> availability.
> 
> The timing of this is interesting, as I was on the verge of using Schneider 
> as my go-to brand for battery based equipment. . One Wrench posting from a 
> while back that stuck in my head was, "before buying equipment, call their 
> tech support to see how good it is." 
> 
> Does anyone know if phone support still exists?
> 
> Thank you,
> 
> Drake 
> 
> 
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[RE-wrenches] Schneider Phone Support

2019-01-09 Thread drake . chamberlin 

Hello Wrenches,

Does Schneider phone support still exist? I filled out an on line
form, as a professional, to be able to get phone support. Schneider
sent me an email with two numbers to call, and neither of them worked.
One did not connect to anything and the other gave me the original
message saying to fill out the form for tech support.

Using their on-line support has been limited in its usefulness, with a
lot of runaround. No one there will answer any questions about phone
support availability.

The timing of this is interesting, as I was on the verge of using
Schneider as my go-to brand for battery based equipment. . One Wrench
posting from a while back that stuck in my head was, "before buying
equipment, call their tech support to see how good it is." 

Does anyone know if phone support still exists?

Thank you,

Drake 


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