Re: [RE-wrenches] Enphase Support Non-Responsive

[Jason Szumlanski]

Looks like I touched off quite a touchy subject that people are thinking
about.

For what it's worth, I have actually received Enphase labor reimbursement
for eligible warranty work in pretty decent turnaround time, but you really
have to stay on top of it. As for the pros and cons of the technology, I
still love the MLPE concept because who knows how make string inverters are
out there with faults and undiagnosed warranty issues. I feel it is
ultimately in my customers' best interest to be transparent with system
performance, and the only way to do that effectively is with MLPE. Case in
point... I just replaced a Canadian Solar 240P module under warranty that
measured 24Voc and 2.5Isc in full sun. It was on an Enphase M215. We
probably would have never known about it on a string inverter, especially
if there were two MPPT strings attached. Another case in point, on a string
inverter I recently found an 8 year old panel damaged by a golf ball, but
it was only visible from the roof. Who knows how long it was up there...
and it may not have been found for alot longer if the new homeowner hadn't
called me for a system assessment.

I still favor Enphase over SE. I think they have a better long-term
business outlook (my subjective view), but they need to get their
short-term issues with dealer support straightened out. That was the point
of the original post.

Thanks everyone for sharing your experience.

Jason Szumlanski



On Sat, Aug 6, 2016 at 8:14 AM, Howard Arey <scot.a...@solarcentex.com>
wrote:

> Aw, one more Enphase  / SolarEdge response.
>
> The "high voltage" DC is 350-380 volts and with the rapid shutdown
> capability now shipping standard with SE inverters, they go to 1 volt per
> optimizer when the AC grid is not present.  By the way, that 1 volt per
> optimizer is a great way during installation to confirm proper connections
> - string of 10 means an installer should see 10 volts.
>
> No bottle neck issue. The optimizer in essence is doing the MPPT function
> at each module. So if shading, the Opt "finds" best voltage to maximize
> power output. No string degradation. Mixing modules is not a factor
> whatsoever.
>
> Best part is that since I only MPPT on roof and don't invert, I have a
> string inverter on the side of the house that only does one function -
> invert! Why try to invert DC to AC on a HOT roof when I could do it with a
> much higher efficiency box that is more robust on the side of the house or
> in a garage?
>
> I've gone away from microinverters entirely - too many nuisance faults.
> And each nuisance fault is a phone call to customer support that is
> handling more than they can handle by a ratio of...number of MLPE to string
> inverters essentially.
>
> Scot
> Solar CenTex
>
> -Original Message-
> From: RE-wrenches [mailto:re-wrenches-boun...@lists.re-wrenches.org] On
> Behalf Of William Dorsett
> Sent: Friday, August 5, 2016 1:46 PM
> To: 'RE-wrenches' <re-wrenches@lists.re-wrenches.org>
> Subject: Re: [RE-wrenches] Enphase Support Non-Responsive
>
> Still you pay as much for the Solar Edge optimizers as for Enphase
> inverters plus you have the cost of the central inverter.  At some point
> you are still dealing with high voltage DC, so safety is far better with
> off the roof 240V AC; you still have the bottleneck if one module is shaded
> or corroded; and you still have the difficulty of replacing a legacy module
> to build a compatible string. Again I am not unhappy about Enphase
> hardware. I just think they've grown too fast to keep their support as well
> organized as the rest of the company.
>
> Bill Dorsett
> Manhattan, KS
>
> -Original Message-
> From: RE-wrenches [mailto:re-wrenches-boun...@lists.re-wrenches.org] On
> Behalf Of penobscotso...@midmaine.com
> Sent: Friday, August 05, 2016 12:54 PM
> To: RE-wrenches
> Subject: Re: [RE-wrenches] Enphase Support Non-Responsive
>
> It is a very simple install. With SolarEdge there is no trunk cable, which
> definitely cuts down on wire management, especially using SnapNRack
> mounting. Everything is MC4, so PV wire to a transition box, to the
> inverter input(s) make it pretty simple. We almost always mount our
> inverters outside, even when they are string inverters, and typically on
> the north side of the home/business. My guys didn't like the changeover on
> the first SolarEdge job, but it only took one to bring them around and they
> are now converts.
>
> Daryl
>
>
> > Do you find that the installation takes longer because you're
> > basically installing a micro inverter and string inverter system at the
> same time?
> > I've also heard of AHJ's requiring that the inverter be mounted
> > outside because of the rapid shutdown disconnect attached to the

Re: [RE-wrenches] Enphase Support Non-Responsive

[Solar]

I've done a few SE systems lately and I do like it over the micros. Especially 
with our extremely cold winters. The clipping was getting ridiculous. 
I have a few Tigo systems in as well and like those too. 
Jesse Dahl

NABCEP PV Installation Professional
IBEW Local 292 - Electrician 
Electrical/Solar PV Instructor - HCC

Sent from my iPhone

> On Aug 6, 2016, at 7:14 AM, Howard Arey <scot.a...@solarcentex.com> wrote:
> 
> Aw, one more Enphase  / SolarEdge response.
> 
> The "high voltage" DC is 350-380 volts and with the rapid shutdown capability 
> now shipping standard with SE inverters, they go to 1 volt per optimizer when 
> the AC grid is not present.  By the way, that 1 volt per optimizer is a great 
> way during installation to confirm proper connections - string of 10 means an 
> installer should see 10 volts.
> 
> No bottle neck issue. The optimizer in essence is doing the MPPT function at 
> each module. So if shading, the Opt "finds" best voltage to maximize power 
> output. No string degradation. Mixing modules is not a factor whatsoever.
> 
> Best part is that since I only MPPT on roof and don't invert, I have a string 
> inverter on the side of the house that only does one function - invert! Why 
> try to invert DC to AC on a HOT roof when I could do it with a much higher 
> efficiency box that is more robust on the side of the house or in a garage?
> 
> I've gone away from microinverters entirely - too many nuisance faults. And 
> each nuisance fault is a phone call to customer support that is handling more 
> than they can handle by a ratio of...number of MLPE to string inverters 
> essentially. 
> 
> Scot
> Solar CenTex
> 
> -Original Message-
> From: RE-wrenches [mailto:re-wrenches-boun...@lists.re-wrenches.org] On 
> Behalf Of William Dorsett
> Sent: Friday, August 5, 2016 1:46 PM
> To: 'RE-wrenches' <re-wrenches@lists.re-wrenches.org>
> Subject: Re: [RE-wrenches] Enphase Support Non-Responsive
> 
> Still you pay as much for the Solar Edge optimizers as for Enphase inverters 
> plus you have the cost of the central inverter.  At some point you are still 
> dealing with high voltage DC, so safety is far better with off the roof 240V 
> AC; you still have the bottleneck if one module is shaded or corroded; and 
> you still have the difficulty of replacing a legacy module to build a 
> compatible string. Again I am not unhappy about Enphase hardware. I just 
> think they've grown too fast to keep their support as well organized as the 
> rest of the company.
> 
> Bill Dorsett
> Manhattan, KS
> 
> -Original Message-
> From: RE-wrenches [mailto:re-wrenches-boun...@lists.re-wrenches.org] On 
> Behalf Of penobscotso...@midmaine.com
> Sent: Friday, August 05, 2016 12:54 PM
> To: RE-wrenches
> Subject: Re: [RE-wrenches] Enphase Support Non-Responsive
> 
> It is a very simple install. With SolarEdge there is no trunk cable, which 
> definitely cuts down on wire management, especially using SnapNRack mounting. 
> Everything is MC4, so PV wire to a transition box, to the inverter input(s) 
> make it pretty simple. We almost always mount our inverters outside, even 
> when they are string inverters, and typically on the north side of the 
> home/business. My guys didn't like the changeover on the first SolarEdge job, 
> but it only took one to bring them around and they are now converts.
> 
> Daryl
> 
> 
>> Do you find that the installation takes longer because you're 
>> basically installing a micro inverter and string inverter system at the same 
>> time?
>> I've also heard of AHJ's requiring that the inverter be mounted 
>> outside because of the rapid shutdown disconnect attached to the inverter.
>> 
>> Thanks,
>> Will
>> 
>> 
>> --
>> *Will White*
>> Curriculum Developer
>> 
>> e: w...@solarenergy.org
>> w: www.solarenergy.org
>> p: 802-272-3092
>> 
>> PV Installation Professional
>> # 093006-34
>> 
>>> On Fri, Aug 5, 2016 at 1:41 PM, <penobscotso...@midmaine.com> wrote:
>>> 
>>> Since I am having such a tough time even getting a call back, never 
>>> mind reimbursments, we have started very happily using SolarEdge with 
>>> very good results so far. Communications, no problem, occasional tech 
>>> support is timely, we are seeing less than a 1% failure on 
>>> optimizers. Ease and safety of installation is excellent as 
>>> welland no, I don't work for them :-)
>>> 
>>> Daryl
>>> 
>>> 
>>> 
>>>> Wrenches
>>>> We have allot of enphase and ya sometimes it a little hard to get 
>&

Re: [RE-wrenches] Enphase Support Non-Responsive

[Howard Arey]

Aw, one more Enphase  / SolarEdge response.

The "high voltage" DC is 350-380 volts and with the rapid shutdown capability 
now shipping standard with SE inverters, they go to 1 volt per optimizer when 
the AC grid is not present.  By the way, that 1 volt per optimizer is a great 
way during installation to confirm proper connections - string of 10 means an 
installer should see 10 volts.

No bottle neck issue. The optimizer in essence is doing the MPPT function at 
each module. So if shading, the Opt "finds" best voltage to maximize power 
output. No string degradation. Mixing modules is not a factor whatsoever.

Best part is that since I only MPPT on roof and don't invert, I have a string 
inverter on the side of the house that only does one function - invert! Why try 
to invert DC to AC on a HOT roof when I could do it with a much higher 
efficiency box that is more robust on the side of the house or in a garage?

I've gone away from microinverters entirely - too many nuisance faults. And 
each nuisance fault is a phone call to customer support that is handling more 
than they can handle by a ratio of...number of MLPE to string inverters 
essentially. 

Scot
Solar CenTex

-Original Message-
From: RE-wrenches [mailto:re-wrenches-boun...@lists.re-wrenches.org] On Behalf 
Of William Dorsett
Sent: Friday, August 5, 2016 1:46 PM
To: 'RE-wrenches' <re-wrenches@lists.re-wrenches.org>
Subject: Re: [RE-wrenches] Enphase Support Non-Responsive

Still you pay as much for the Solar Edge optimizers as for Enphase inverters 
plus you have the cost of the central inverter.  At some point you are still 
dealing with high voltage DC, so safety is far better with off the roof 240V 
AC; you still have the bottleneck if one module is shaded or corroded; and you 
still have the difficulty of replacing a legacy module to build a compatible 
string. Again I am not unhappy about Enphase hardware. I just think they've 
grown too fast to keep their support as well organized as the rest of the 
company.

Bill Dorsett
Manhattan, KS

-Original Message-
From: RE-wrenches [mailto:re-wrenches-boun...@lists.re-wrenches.org] On Behalf 
Of penobscotso...@midmaine.com
Sent: Friday, August 05, 2016 12:54 PM
To: RE-wrenches
Subject: Re: [RE-wrenches] Enphase Support Non-Responsive

It is a very simple install. With SolarEdge there is no trunk cable, which 
definitely cuts down on wire management, especially using SnapNRack mounting. 
Everything is MC4, so PV wire to a transition box, to the inverter input(s) 
make it pretty simple. We almost always mount our inverters outside, even when 
they are string inverters, and typically on the north side of the 
home/business. My guys didn't like the changeover on the first SolarEdge job, 
but it only took one to bring them around and they are now converts.

Daryl


> Do you find that the installation takes longer because you're 
> basically installing a micro inverter and string inverter system at the same 
> time?
> I've also heard of AHJ's requiring that the inverter be mounted 
> outside because of the rapid shutdown disconnect attached to the inverter.
>
> Thanks,
> Will
>
>
> --
> *Will White*
> Curriculum Developer
>
> e: w...@solarenergy.org
> w: www.solarenergy.org
> p: 802-272-3092
>
> PV Installation Professional
> # 093006-34
>
> On Fri, Aug 5, 2016 at 1:41 PM, <penobscotso...@midmaine.com> wrote:
>
>> Since I am having such a tough time even getting a call back, never 
>> mind reimbursments, we have started very happily using SolarEdge with 
>> very good results so far. Communications, no problem, occasional tech 
>> support is timely, we are seeing less than a 1% failure on 
>> optimizers. Ease and safety of installation is excellent as 
>> welland no, I don't work for them :-)
>>
>> Daryl
>>
>>
>>
>> > Wrenches
>> > We have allot of enphase and ya sometimes it a little hard to get 
>> > them
>> on
>> > the line but we always do. I request the re-inbursments, l dont 
>> > ever
>> see
>> > them as they end up in the admin office. We have looked at and used 
>> > a
>> few
>> > other mico-inverters at customer request but they all seem to go 
>> > out
>> of
>> > business so we are sticking to enphase for better or worse.
>> > Jerry
>> >
>> >
>> > Sent via the Samsung Galaxy Sâ„¢ III, an AT 4G LTE smartphone
>> >
>> >  Original message From: Wayne Irwin 
>> > <wa...@pureenergysolar.com> Date:08/05/2016  6:58 AM
>> > (GMT-10:00) To: re-wrenches@lists.re-wrenches.org
>> > Subject: Re: [RE-wrenches] Enphase Support 
>> > Non-Responsive  Maybe just dumb luck, but we 
>> > a

Re: [RE-wrenches] Enphase Support Non-Responsive

[penobscotsolar]

We pay half the price for SolarEdge optimizers that we pay for Enphase
micros. On a system of any decent size the cost is minimally different, at
least in our experience. Customer service is important to me, as well as
companies doing what they say they will do. Over four months for
reimbursement is also unacceptable.



> Still you pay as much for the Solar Edge optimizers as for Enphase
> inverters plus you have the cost of the central inverter.  At some point
> you are still dealing with high voltage DC, so safety is far better with
> off the roof 240V AC; you still have the bottleneck if one module is
> shaded or corroded; and you still have the difficulty of replacing a
> legacy module to build a compatible string. Again I am not unhappy about
> Enphase hardware. I just think they've grown too fast to keep their
> support as well organized as the rest of the company.
>
> Bill Dorsett
> Manhattan, KS
>
> -Original Message-
> From: RE-wrenches [mailto:re-wrenches-boun...@lists.re-wrenches.org] On
> Behalf Of penobscotso...@midmaine.com
> Sent: Friday, August 05, 2016 12:54 PM
> To: RE-wrenches
> Subject: Re: [RE-wrenches] Enphase Support Non-Responsive
>
> It is a very simple install. With SolarEdge there is no trunk cable, which
> definitely cuts down on wire management, especially using SnapNRack
> mounting. Everything is MC4, so PV wire to a transition box, to the
> inverter input(s) make it pretty simple. We almost always mount our
> inverters outside, even when they are string inverters, and typically on
> the north side of the home/business. My guys didn't like the changeover on
> the first SolarEdge job, but it only took one to bring them around and
> they are now converts.
>
> Daryl
>
>
>> Do you find that the installation takes longer because you're
>> basically installing a micro inverter and string inverter system at the
>> same time?
>> I've also heard of AHJ's requiring that the inverter be mounted
>> outside because of the rapid shutdown disconnect attached to the
>> inverter.
>>
>> Thanks,
>> Will
>>
>>
>> --
>> *Will White*
>> Curriculum Developer
>>
>> e: w...@solarenergy.org
>> w: www.solarenergy.org
>> p: 802-272-3092
>>
>> PV Installation Professional
>> # 093006-34
>>
>> On Fri, Aug 5, 2016 at 1:41 PM, <penobscotso...@midmaine.com> wrote:
>>
>>> Since I am having such a tough time even getting a call back, never
>>> mind reimbursments, we have started very happily using SolarEdge with
>>> very good results so far. Communications, no problem, occasional tech
>>> support is timely, we are seeing less than a 1% failure on
>>> optimizers. Ease and safety of installation is excellent as
>>> welland no, I don't work for them :-)
>>>
>>> Daryl
>>>
>>>
>>>
>>> > Wrenches
>>> > We have allot of enphase and ya sometimes it a little hard to get
>>> > them
>>> on
>>> > the line but we always do. I request the re-inbursments, l dont
>>> > ever
>>> see
>>> > them as they end up in the admin office. We have looked at and used
>>> > a
>>> few
>>> > other mico-inverters at customer request but they all seem to go
>>> > out
>>> of
>>> > business so we are sticking to enphase for better or worse.
>>> > Jerry
>>> >
>>> >
>>> > Sent via the Samsung Galaxy Sâ„¢ III, an AT 4G LTE
>>> smartphone
>>> >
>>> >  Original message ----From: Wayne Irwin
>>> > <wa...@pureenergysolar.com> Date:08/05/2016  6:58 AM
>>> > (GMT-10:00) To: re-wrenches@lists.re-wrenches.org
>>> > Subject: Re: [RE-wrenches] Enphase Support
>>> > Non-Responsive  Maybe just dumb luck, but we
>>> > almost always have quick phone tech support from Enphase and always
>>> > get reimbursed.
>>> >
>>> > Wayne Irwin
>>> > Pure Energy Solar
>>> >
>>> > Sent from my mobile device
>>> >
>>> > From: conr...@cape.com
>>> > Date: Fri, 5 Aug 2016 12:39:02 -0400
>>> > To: re-wrenches@lists.re-wrenches.org
>>> > Subject: Re: [RE-wrenches] Enphase Support Non-Responsive
>>> >
>>> > Same thing going on here
>>> >
>>> > Conrad
>>> > Cotuit Solar
>>> >
>>> >
>>> > Conrad Geyser, Principal
>>> > Cotuit Solar LLC
>>> > 508-428-8442
>

Re: [RE-wrenches] Enphase Support Non-Responsive

[William Dorsett]

Still you pay as much for the Solar Edge optimizers as for Enphase inverters 
plus you have the cost of the central inverter.  At some point you are still 
dealing with high voltage DC, so safety is far better with off the roof 240V 
AC; you still have the bottleneck if one module is shaded or corroded; and you 
still have the difficulty of replacing a legacy module to build a compatible 
string. Again I am not unhappy about Enphase hardware. I just think they've 
grown too fast to keep their support as well organized as the rest of the 
company.

Bill Dorsett
Manhattan, KS

-Original Message-
From: RE-wrenches [mailto:re-wrenches-boun...@lists.re-wrenches.org] On Behalf 
Of penobscotso...@midmaine.com
Sent: Friday, August 05, 2016 12:54 PM
To: RE-wrenches
Subject: Re: [RE-wrenches] Enphase Support Non-Responsive

It is a very simple install. With SolarEdge there is no trunk cable, which 
definitely cuts down on wire management, especially using SnapNRack mounting. 
Everything is MC4, so PV wire to a transition box, to the inverter input(s) 
make it pretty simple. We almost always mount our inverters outside, even when 
they are string inverters, and typically on the north side of the 
home/business. My guys didn't like the changeover on the first SolarEdge job, 
but it only took one to bring them around and they are now converts.

Daryl


> Do you find that the installation takes longer because you're 
> basically installing a micro inverter and string inverter system at the same 
> time?
> I've also heard of AHJ's requiring that the inverter be mounted 
> outside because of the rapid shutdown disconnect attached to the inverter.
>
> Thanks,
> Will
>
>
> --
> *Will White*
> Curriculum Developer
>
> e: w...@solarenergy.org
> w: www.solarenergy.org
> p: 802-272-3092
>
> PV Installation Professional
> # 093006-34
>
> On Fri, Aug 5, 2016 at 1:41 PM, <penobscotso...@midmaine.com> wrote:
>
>> Since I am having such a tough time even getting a call back, never 
>> mind reimbursments, we have started very happily using SolarEdge with 
>> very good results so far. Communications, no problem, occasional tech 
>> support is timely, we are seeing less than a 1% failure on 
>> optimizers. Ease and safety of installation is excellent as 
>> welland no, I don't work for them :-)
>>
>> Daryl
>>
>>
>>
>> > Wrenches
>> > We have allot of enphase and ya sometimes it a little hard to get 
>> > them
>> on
>> > the line but we always do. I request the re-inbursments, l dont 
>> > ever
>> see
>> > them as they end up in the admin office. We have looked at and used 
>> > a
>> few
>> > other mico-inverters at customer request but they all seem to go 
>> > out
>> of
>> > business so we are sticking to enphase for better or worse.
>> > Jerry
>> >
>> >
>> > Sent via the Samsung Galaxy Sâ„¢ III, an AT 4G LTE smartphone
>> >
>> >  Original message From: Wayne Irwin 
>> > <wa...@pureenergysolar.com> Date:08/05/2016  6:58 AM
>> > (GMT-10:00) To: re-wrenches@lists.re-wrenches.org
>> > Subject: Re: [RE-wrenches] Enphase Support 
>> > Non-Responsive  Maybe just dumb luck, but we 
>> > almost always have quick phone tech support from Enphase and always 
>> > get reimbursed.
>> >
>> > Wayne Irwin
>> > Pure Energy Solar
>> >
>> > Sent from my mobile device
>> >
>> > From: conr...@cape.com
>> > Date: Fri, 5 Aug 2016 12:39:02 -0400
>> > To: re-wrenches@lists.re-wrenches.org
>> > Subject: Re: [RE-wrenches] Enphase Support Non-Responsive
>> >
>> > Same thing going on here
>> >
>> > Conrad
>> > Cotuit Solar
>> >
>> >
>> > Conrad Geyser, Principal
>> > Cotuit Solar LLC
>> > 508-428-8442
>> >
>> > On Fri, Aug 5, 2016 at 9:59 AM, gary easton <g...@arp-solar.com>
>> wrote:
>> > just a worthless ticket but no action and certainly no timely
>> > reimbursement if at all.   I would never do business with this company
>> > again.
>> >
>> > On Fri, Aug 5, 2016 at 9:38 AM, <penobscotso...@midmaine.com> wrote:
>> > Just to renew this line of conversation, I have been waiting for
>> several
>> > call backs form Enphase, with no results, for the past three weeks. 
>> > I
>> also
>> > have warranty claims that go back four months+ that have not been 
>> > fulfilled. I will not sell any more Enphase, at all, until they
>> resolve
>> > these c

Re: [RE-wrenches] Enphase Support Non-Responsive

[Glenn Burt]

I have seen a few of the ABB micro systems, by don't have firsthand experience.

-Original Message-
From: "William Dorsett" <wmdors...@sbcglobal.net>
Sent: ‎8/‎5/‎2016 12:16
To: "'RE-wrenches'" <re-wrenches@lists.re-wrenches.org>
Subject: Re: [RE-wrenches] Enphase Support Non-Responsive

The concept of micros has so many advantages that we will try to stay with 
them. So what are our best choices now? Feb 2015, Enecsys was biggest in Europe 
but called it quits; Nov 2014, SolarBridge sold to SunPower (presumably has 
distribution only in house); SMA? It’s been rocky from its inception and I 
don’t know how it stands now. ???

 

Bill Dorsett

Manhattan, KS

 

From: RE-wrenches [mailto:re-wrenches-boun...@lists.re-wrenches.org] On Behalf 
Of gary easton
Sent: Friday, August 05, 2016 8:59 AM
To: RE-wrenches
Subject: Re: [RE-wrenches] Enphase Support Non-Responsive

 

just a worthless ticket but no action and certainly no timely reimbursement if 
at all.   I would never do business with this company again.

 

On Fri, Aug 5, 2016 at 9:38 AM, <penobscotso...@midmaine.com> wrote:

Just to renew this line of conversation, I have been waiting for several
call backs form Enphase, with no results, for the past three weeks. I also
have warranty claims that go back four months+ that have not been
fulfilled. I will not sell any more Enphase, at all, until they resolve
these communication and warranty issues.

Daryl DeJoy
NABCEP Certified PV Installer
Penobscot Solar Design




> 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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-- 

Gary Easton
Appalachian Renewable Power

Stewart, Ohio 45778
NABCEP Certified Solar PV   
 
T: 740-277-8498

 www.arp-solar.com

 


“First they ignore you. Then they laugh at you. Then they fight you. Then you 
win.”


~Ghandi

 



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Re: [RE-wrenches] Enphase Support Non-Responsive

[Dustin Rodgers]

We install 6-8 solaredge systems a week averaging 30 optimizers a job so even 
at a 1% failure rate (we are seeing slightly higher) we are still visiting 2 
customers a week to change out optimizers. Although their monitoring is better 
than previous attempts by differnet companies we are still fixing comm issues 
at 2-3 customers  a week.  Tech support does respond after leaving your phone 
number in about 45 mins. but usually they are very helpful.  We still like 
solaredge and plan on using them in the future but the grass is not always 
greener on the other side.

Dustin


-Original Message-
From: RE-wrenches [mailto:re-wrenches-boun...@lists.re-wrenches.org] On Behalf 
Of penobscotso...@midmaine.com
Sent: Friday, August 5, 2016 1:54 PM
To: RE-wrenches <re-wrenches@lists.re-wrenches.org>
Subject: Re: [RE-wrenches] Enphase Support Non-Responsive

It is a very simple install. With SolarEdge there is no trunk cable, which 
definitely cuts down on wire management, especially using SnapNRack mounting. 
Everything is MC4, so PV wire to a transition box, to the inverter input(s) 
make it pretty simple. We almost always mount our inverters outside, even when 
they are string inverters, and typically on the north side of the 
home/business. My guys didn't like the changeover on the first SolarEdge job, 
but it only took one to bring them around and they are now converts.

Daryl


> Do you find that the installation takes longer because you're 
> basically installing a micro inverter and string inverter system at the same 
> time?
> I've also heard of AHJ's requiring that the inverter be mounted 
> outside because of the rapid shutdown disconnect attached to the inverter.
>
> Thanks,
> Will
>
>
> --
> *Will White*
> Curriculum Developer
>
> e: w...@solarenergy.org
> w: www.solarenergy.org
> p: 802-272-3092
>
> PV Installation Professional
> # 093006-34
>
> On Fri, Aug 5, 2016 at 1:41 PM, <penobscotso...@midmaine.com> wrote:
>
>> Since I am having such a tough time even getting a call back, never 
>> mind reimbursments, we have started very happily using SolarEdge with 
>> very good results so far. Communications, no problem, occasional tech 
>> support is timely, we are seeing less than a 1% failure on 
>> optimizers. Ease and safety of installation is excellent as 
>> welland no, I don't work for them :-)
>>
>> Daryl
>>
>>
>>
>> > Wrenches
>> > We have allot of enphase and ya sometimes it a little hard to get 
>> > them
>> on
>> > the line but we always do. I request the re-inbursments, l dont 
>> > ever
>> see
>> > them as they end up in the admin office. We have looked at and used 
>> > a
>> few
>> > other mico-inverters at customer request but they all seem to go 
>> > out
>> of
>> > business so we are sticking to enphase for better or worse.
>> > Jerry
>> >
>> >
>> > Sent via the Samsung Galaxy Sâ„¢ III, an AT 4G LTE smartphone
>> >
>> >  Original message From: Wayne Irwin 
>> > <wa...@pureenergysolar.com> Date:08/05/2016  6:58 AM
>> > (GMT-10:00) To: re-wrenches@lists.re-wrenches.org
>> > Subject: Re: [RE-wrenches] Enphase Support 
>> > Non-Responsive  Maybe just dumb luck, but we 
>> > almost always have quick phone tech support from Enphase and always 
>> > get reimbursed.
>> >
>> > Wayne Irwin
>> > Pure Energy Solar
>> >
>> > Sent from my mobile device
>> >
>> > From: conr...@cape.com
>> > Date: Fri, 5 Aug 2016 12:39:02 -0400
>> > To: re-wrenches@lists.re-wrenches.org
>> > Subject: Re: [RE-wrenches] Enphase Support Non-Responsive
>> >
>> > Same thing going on here
>> >
>> > Conrad
>> > Cotuit Solar
>> >
>> >
>> > Conrad Geyser, Principal
>> > Cotuit Solar LLC
>> > 508-428-8442
>> >
>> > On Fri, Aug 5, 2016 at 9:59 AM, gary easton <g...@arp-solar.com>
>> wrote:
>> > just a worthless ticket but no action and certainly no timely
>> > reimbursement if at all.   I would never do business with this company
>> > again.
>> >
>> > On Fri, Aug 5, 2016 at 9:38 AM, <penobscotso...@midmaine.com> wrote:
>> > Just to renew this line of conversation, I have been waiting for
>> several
>> > call backs form Enphase, with no results, for the past three weeks. 
>> > I
>> also
>> > have warranty claims that go back four months+ that have not been 
>> > fulfilled. I will not sell any more Enphase, at all, unt

Re: [RE-wrenches] Enphase Support Non-Responsive

[Ray Walters]

Could you tell us about the metal conduit vs. Romex installation 
differences between the Enphase and SolarEdge?


Thanks,

R.Ray Walters
CTO, Solarray, Inc
Nabcep Certified PV Installer,
Licensed Master Electrician
Solar Design Engineer
303 505-8760

On 8/5/2016 11:54 AM, penobscotso...@midmaine.com wrote:

It is a very simple install. With SolarEdge there is no trunk cable, which
definitely cuts down on wire management, especially using SnapNRack
mounting. Everything is MC4, so PV wire to a transition box, to the
inverter input(s) make it pretty simple. We almost always mount our
inverters outside, even when they are string inverters, and typically on
the north side of the home/business. My guys didn't like the changeover on
the first SolarEdge job, but it only took one to bring them around and
they are now converts.

Daryl



Do you find that the installation takes longer because you're basically
installing a micro inverter and string inverter system at the same time?
I've also heard of AHJ's requiring that the inverter be mounted outside
because of the rapid shutdown disconnect attached to the inverter.

Thanks,
Will


--
*Will White*
Curriculum Developer

e: w...@solarenergy.org
w: www.solarenergy.org
p: 802-272-3092

PV Installation Professional
# 093006-34

On Fri, Aug 5, 2016 at 1:41 PM, <penobscotso...@midmaine.com> wrote:


Since I am having such a tough time even getting a call back, never mind
reimbursments, we have started very happily using SolarEdge with very
good
results so far. Communications, no problem, occasional tech support is
timely, we are seeing less than a 1% failure on optimizers. Ease and
safety of installation is excellent as welland no, I don't work for
them :-)

Daryl




Wrenches
We have allot of enphase and ya sometimes it a little hard to get them

on

the line but we always do. I request the re-inbursments, l dont ever

see

them as they end up in the admin office. We have looked at and used a

few

other mico-inverters at customer request but they all seem to go out

of

business so we are sticking to enphase for better or worse.
Jerry


Sent via the Samsung Galaxy Sâ„¢ III, an AT 4G LTE smartphone

 Original message From: Wayne Irwin
<wa...@pureenergysolar.com> Date:08/05/2016  6:58 AM
(GMT-10:00) To: re-wrenches@lists.re-wrenches.org
Subject: Re: [RE-wrenches] Enphase Support Non-Responsive

Maybe just dumb luck, but we almost always have quick phone tech
support from Enphase and always get reimbursed.

Wayne Irwin
Pure Energy Solar

Sent from my mobile device

From: conr...@cape.com
Date: Fri, 5 Aug 2016 12:39:02 -0400
To: re-wrenches@lists.re-wrenches.org
Subject: Re: [RE-wrenches] Enphase Support Non-Responsive

Same thing going on here

Conrad
Cotuit Solar


Conrad Geyser, Principal
Cotuit Solar LLC
508-428-8442

On Fri, Aug 5, 2016 at 9:59 AM, gary easton <g...@arp-solar.com>

wrote:

just a worthless ticket but no action and certainly no timely
reimbursement if at all.   I would never do business with this company
again.

On Fri, Aug 5, 2016 at 9:38 AM, <penobscotso...@midmaine.com> wrote:
Just to renew this line of conversation, I have been waiting for

several

call backs form Enphase, with no results, for the past three weeks. I

also

have warranty claims that go back four months+ that have not been
fulfilled. I will not sell any more Enphase, at all, until they

resolve

these communication and warranty issues.

Daryl DeJoy
NABCEP Certified PV Installer
Penobscot Solar Design





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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Change lis

Re: [RE-wrenches] Enphase Support Non-Responsive

[penobscotsolar]

It is a very simple install. With SolarEdge there is no trunk cable, which
definitely cuts down on wire management, especially using SnapNRack
mounting. Everything is MC4, so PV wire to a transition box, to the
inverter input(s) make it pretty simple. We almost always mount our
inverters outside, even when they are string inverters, and typically on
the north side of the home/business. My guys didn't like the changeover on
the first SolarEdge job, but it only took one to bring them around and
they are now converts.

Daryl


> Do you find that the installation takes longer because you're basically
> installing a micro inverter and string inverter system at the same time?
> I've also heard of AHJ's requiring that the inverter be mounted outside
> because of the rapid shutdown disconnect attached to the inverter.
>
> Thanks,
> Will
>
>
> --
> *Will White*
> Curriculum Developer
>
> e: w...@solarenergy.org
> w: www.solarenergy.org
> p: 802-272-3092
>
> PV Installation Professional
> # 093006-34
>
> On Fri, Aug 5, 2016 at 1:41 PM, <penobscotso...@midmaine.com> wrote:
>
>> Since I am having such a tough time even getting a call back, never mind
>> reimbursments, we have started very happily using SolarEdge with very
>> good
>> results so far. Communications, no problem, occasional tech support is
>> timely, we are seeing less than a 1% failure on optimizers. Ease and
>> safety of installation is excellent as welland no, I don't work for
>> them :-)
>>
>> Daryl
>>
>>
>>
>> > Wrenches
>> > We have allot of enphase and ya sometimes it a little hard to get them
>> on
>> > the line but we always do. I request the re-inbursments, l dont ever
>> see
>> > them as they end up in the admin office. We have looked at and used a
>> few
>> > other mico-inverters at customer request but they all seem to go out
>> of
>> > business so we are sticking to enphase for better or worse.
>> > Jerry
>> >
>> >
>> > Sent via the Samsung Galaxy Sâ„¢ III, an AT 4G LTE smartphone
>> >
>> >  Original message From: Wayne Irwin
>> > <wa...@pureenergysolar.com> Date:08/05/2016  6:58 AM
>> > (GMT-10:00) To: re-wrenches@lists.re-wrenches.org
>> > Subject: Re: [RE-wrenches] Enphase Support Non-Responsive
>> > 
>> > Maybe just dumb luck, but we almost always have quick phone tech
>> > support from Enphase and always get reimbursed.
>> >
>> > Wayne Irwin
>> > Pure Energy Solar
>> >
>> > Sent from my mobile device
>> >
>> > From: conr...@cape.com
>> > Date: Fri, 5 Aug 2016 12:39:02 -0400
>> > To: re-wrenches@lists.re-wrenches.org
>> > Subject: Re: [RE-wrenches] Enphase Support Non-Responsive
>> >
>> > Same thing going on here
>> >
>> > Conrad
>> > Cotuit Solar
>> >
>> >
>> > Conrad Geyser, Principal
>> > Cotuit Solar LLC
>> > 508-428-8442
>> >
>> > On Fri, Aug 5, 2016 at 9:59 AM, gary easton <g...@arp-solar.com>
>> wrote:
>> > just a worthless ticket but no action and certainly no timely
>> > reimbursement if at all.   I would never do business with this company
>> > again.
>> >
>> > On Fri, Aug 5, 2016 at 9:38 AM, <penobscotso...@midmaine.com> wrote:
>> > Just to renew this line of conversation, I have been waiting for
>> several
>> > call backs form Enphase, with no results, for the past three weeks. I
>> also
>> > have warranty claims that go back four months+ that have not been
>> > fulfilled. I will not sell any more Enphase, at all, until they
>> resolve
>> > these communication and warranty issues.
>> >
>> > Daryl DeJoy
>> > NABCEP Certified PV Installer
>> > Penobscot Solar Design
>> >
>> >
>> >
>> >
>> >> 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
>> &

Re: [RE-wrenches] Enphase Support Non-Responsive

[Will White]

Do you find that the installation takes longer because you're basically
installing a micro inverter and string inverter system at the same time?
I've also heard of AHJ's requiring that the inverter be mounted outside
because of the rapid shutdown disconnect attached to the inverter.

Thanks,
Will


-- 
*Will White*
Curriculum Developer

e: w...@solarenergy.org
w: www.solarenergy.org
p: 802-272-3092

PV Installation Professional
# 093006-34

On Fri, Aug 5, 2016 at 1:41 PM, <penobscotso...@midmaine.com> wrote:

> Since I am having such a tough time even getting a call back, never mind
> reimbursments, we have started very happily using SolarEdge with very good
> results so far. Communications, no problem, occasional tech support is
> timely, we are seeing less than a 1% failure on optimizers. Ease and
> safety of installation is excellent as welland no, I don't work for
> them :-)
>
> Daryl
>
>
>
> > Wrenches
> > We have allot of enphase and ya sometimes it a little hard to get them on
> > the line but we always do. I request the re-inbursments, l dont ever see
> > them as they end up in the admin office. We have looked at and used a few
> > other mico-inverters at customer request but they all seem to go out of
> > business so we are sticking to enphase for better or worse.
> > Jerry
> >
> >
> > Sent via the Samsung Galaxy Sâ„¢ III, an AT 4G LTE smartphone
> >
> >  Original message From: Wayne Irwin
> > <wa...@pureenergysolar.com> Date:08/05/2016  6:58 AM
> > (GMT-10:00) To: re-wrenches@lists.re-wrenches.org
> > Subject: Re: [RE-wrenches] Enphase Support Non-Responsive
> > 
> > Maybe just dumb luck, but we almost always have quick phone tech
> > support from Enphase and always get reimbursed.
> >
> > Wayne Irwin
> > Pure Energy Solar
> >
> > Sent from my mobile device
> >
> > From: conr...@cape.com
> > Date: Fri, 5 Aug 2016 12:39:02 -0400
> > To: re-wrenches@lists.re-wrenches.org
> > Subject: Re: [RE-wrenches] Enphase Support Non-Responsive
> >
> > Same thing going on here
> >
> > Conrad
> > Cotuit Solar
> >
> >
> > Conrad Geyser, Principal
> > Cotuit Solar LLC
> > 508-428-8442
> >
> > On Fri, Aug 5, 2016 at 9:59 AM, gary easton <g...@arp-solar.com> wrote:
> > just a worthless ticket but no action and certainly no timely
> > reimbursement if at all.   I would never do business with this company
> > again.
> >
> > On Fri, Aug 5, 2016 at 9:38 AM, <penobscotso...@midmaine.com> wrote:
> > Just to renew this line of conversation, I have been waiting for several
> > call backs form Enphase, with no results, for the past three weeks. I
> also
> > have warranty claims that go back four months+ that have not been
> > fulfilled. I will not sell any more Enphase, at all, until they resolve
> > these communication and warranty issues.
> >
> > Daryl DeJoy
> > NABCEP Certified PV Installer
> > Penobscot Solar Design
> >
> >
> >
> >
> >> 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
> >> ___
> >> 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
&g

Re: [RE-wrenches] Enphase Support Non-Responsive

[penobscotsolar]

Since I am having such a tough time even getting a call back, never mind
reimbursments, we have started very happily using SolarEdge with very good
results so far. Communications, no problem, occasional tech support is
timely, we are seeing less than a 1% failure on optimizers. Ease and
safety of installation is excellent as welland no, I don't work for
them :-)

Daryl



> Wrenches
> We have allot of enphase and ya sometimes it a little hard to get them on
> the line but we always do. I request the re-inbursments, l dont ever see
> them as they end up in the admin office. We have looked at and used a few
> other mico-inverters at customer request but they all seem to go out of
> business so we are sticking to enphase for better or worse.
> Jerry
>
>
> Sent via the Samsung Galaxy S™ III, an AT 4G LTE smartphone
>
>  Original message From: Wayne Irwin
> <wa...@pureenergysolar.com> Date:08/05/2016  6:58 AM
> (GMT-10:00) To: re-wrenches@lists.re-wrenches.org
> Subject: Re: [RE-wrenches] Enphase Support Non-Responsive
> 
> Maybe just dumb luck, but we almost always have quick phone tech
> support from Enphase and always get reimbursed.
>
> Wayne Irwin
> Pure Energy Solar
>
> Sent from my mobile device
>
> From: conr...@cape.com
> Date: Fri, 5 Aug 2016 12:39:02 -0400
> To: re-wrenches@lists.re-wrenches.org
> Subject: Re: [RE-wrenches] Enphase Support Non-Responsive
>
> Same thing going on here
>
> Conrad
> Cotuit Solar
>
>
> Conrad Geyser, Principal
> Cotuit Solar LLC
> 508-428-8442
>
> On Fri, Aug 5, 2016 at 9:59 AM, gary easton <g...@arp-solar.com> wrote:
> just a worthless ticket but no action and certainly no timely
> reimbursement if at all.   I would never do business with this company
> again.
>
> On Fri, Aug 5, 2016 at 9:38 AM, <penobscotso...@midmaine.com> wrote:
> Just to renew this line of conversation, I have been waiting for several
> call backs form Enphase, with no results, for the past three weeks. I also
> have warranty claims that go back four months+ that have not been
> fulfilled. I will not sell any more Enphase, at all, until they resolve
> these communication and warranty issues.
>
> Daryl DeJoy
> NABCEP Certified PV Installer
> Penobscot Solar Design
>
>
>
>
>> 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
>> ___
>> 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
>>
>>
>
>
> ___
> 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:
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>
> List rules & etiquette:
> www.re-wrenches.org/etiquette.htm
>
> Check out or update participant bios:
> www.members.re-wrenches.org
>
>
>
>
> --
> Gary Easton
> Appalachian Renewable Power
> Stewart, Ohio 45778
> NABCEP Certified Solar PV
> T: 740-277-8498
>  www.arp-solar.com
>
> “First they ignore you. Then they laugh at you. Then they fight you.
> Then you win.”
>
> ~Ghandi
>
>
> ___
> List spo

Re: [RE-wrenches] Enphase Support Non-Responsive

[jerrysgarage01]

Wrenches
We have allot of enphase and ya sometimes it a little hard to get them on the 
line but we always do. I request the re-inbursments, l dont ever see them as 
they end up in the admin office. We have looked at and used a few other 
mico-inverters at customer request but they all seem to go out of business so 
we are sticking to enphase for better or worse.
Jerry


Sent via the Samsung Galaxy S™ III, an AT 4G LTE smartphone

 Original message From: Wayne Irwin 
<wa...@pureenergysolar.com> Date:08/05/2016  6:58 AM  (GMT-10:00) 
To: re-wrenches@lists.re-wrenches.org Subject: Re: 
[RE-wrenches] Enphase Support Non-Responsive 
Maybe just dumb luck, but we almost always have quick phone tech support 
from Enphase and always get reimbursed.

Wayne Irwin
Pure Energy Solar 

Sent from my mobile device 

From: conr...@cape.com
Date: Fri, 5 Aug 2016 12:39:02 -0400
To: re-wrenches@lists.re-wrenches.org
Subject: Re: [RE-wrenches] Enphase Support Non-Responsive

Same thing going on here

Conrad
Cotuit Solar


Conrad Geyser, Principal
Cotuit Solar LLC
508-428-8442

On Fri, Aug 5, 2016 at 9:59 AM, gary easton <g...@arp-solar.com> wrote:
just a worthless ticket but no action and certainly no timely reimbursement if 
at all.   I would never do business with this company again.

On Fri, Aug 5, 2016 at 9:38 AM, <penobscotso...@midmaine.com> wrote:
Just to renew this line of conversation, I have been waiting for several
call backs form Enphase, with no results, for the past three weeks. I also
have warranty claims that go back four months+ that have not been
fulfilled. I will not sell any more Enphase, at all, until they resolve
these communication and warranty issues.

Daryl DeJoy
NABCEP Certified PV Installer
Penobscot Solar Design




> 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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Appalachian Renewable Power
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 www.arp-solar.com

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Re: [RE-wrenches] Enphase Support Non-Responsive

[Bill Loesch]

Good to "see" you, Daryl.

I, too was getting a runaround from Enphase and related this to the 
owner with some 50+ micros. He took on the attack dog posture and got 
results immediately. Sad that threats and abuse and long waits in phone 
queue are necessary.


Bill Loesch
Solar 1 - Saint Louis Solar
314 631 1094

On 8/5/2016 8:38 AM, penobscotso...@midmaine.com wrote:

Just to renew this line of conversation, I have been waiting for several
call backs form Enphase, with no results, for the past three weeks. I also
have warranty claims that go back four months+ that have not been
fulfilled. I will not sell any more Enphase, at all, until they resolve
these communication and warranty issues.

Daryl DeJoy
NABCEP Certified PV Installer
Penobscot Solar Design





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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Re: [RE-wrenches] Enphase Support Non-Responsive

[Wayne Irwin]

Maybe just dumb luck, but we almost always have quick phone tech support from 
Enphase and always get reimbursed.

Wayne Irwin
Pure Energy Solar 

Sent from my mobile device 

From: conr...@cape.com
Date: Fri, 5 Aug 2016 12:39:02 -0400
To: re-wrenches@lists.re-wrenches.org
Subject: Re: [RE-wrenches] Enphase Support Non-Responsive

Same thing going on here
ConradCotuit Solar
Conrad Geyser, PrincipalCotuit Solar LLC508-428-8442

On Fri, Aug 5, 2016 at 9:59 AM, gary easton <g...@arp-solar.com> wrote:
just a worthless ticket but no action and certainly no timely reimbursement if 
at all.   I would never do business with this company again.
On Fri, Aug 5, 2016 at 9:38 AM,  <penobscotso...@midmaine.com> wrote:
Just to renew this line of conversation, I have been waiting for several

call backs form Enphase, with no results, for the past three weeks. I also

have warranty claims that go back four months+ that have not been

fulfilled. I will not sell any more Enphase, at all, until they resolve

these communication and warranty issues.



Daryl DeJoy

NABCEP Certified PV Installer

Penobscot Solar Design









> 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

> ___

> List sponsored by Redwood Alliance

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-- 
Gary Easton
Appalachian Renewable PowerStewart, Ohio 45778
NABCEP Certified Solar PV   
 
T: 740-277-8498 www.arp-solar.com
“First they ignore you. Then they laugh at you. Then they fight you. Then you 
win.”~Ghandi



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Re: [RE-wrenches] Enphase Support Non-Responsive

[Conrad Geyser]

Same thing going on here

Conrad
Cotuit Solar


Conrad Geyser, Principal
Cotuit Solar LLC
508-428-8442

On Fri, Aug 5, 2016 at 9:59 AM, gary easton  wrote:

> just a worthless ticket but no action and certainly no timely
> reimbursement if at all.   I would never do business with this company
> again.
>
> On Fri, Aug 5, 2016 at 9:38 AM,  wrote:
>
>> Just to renew this line of conversation, I have been waiting for several
>> call backs form Enphase, with no results, for the past three weeks. I also
>> have warranty claims that go back four months+ that have not been
>> fulfilled. I will not sell any more Enphase, at all, until they resolve
>> these communication and warranty issues.
>>
>> Daryl DeJoy
>> NABCEP Certified PV Installer
>> Penobscot Solar Design
>>
>>
>>
>>
>> > 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
>> > ___
>> > 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
>> >
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>> > http://www.mail-archive.com/re-wrenches@lists.re-wrenches.or
>> g/maillist.html
>> >
>> > List rules & etiquette:
>> > www.re-wrenches.org/etiquette.htm
>> >
>> > Check out or update participant bios:
>> > www.members.re-wrenches.org
>> >
>> >
>>
>>
>> ___
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>
>
> --
> Gary Easton
> Appalachian Renewable Power
> Stewart, Ohio 45778
> NABCEP Certified Solar PV
>
> T: 740-277-8498
>  www.arp-solar.com
>
> “First they ignore you. Then they laugh at you. Then they fight you. Then
> you win.”
> ~Ghandi
>
>
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Re: [RE-wrenches] Enphase Support Non-Responsive

[William Dorsett]

The concept of micros has so many advantages that we will try to stay with 
them. So what are our best choices now? Feb 2015, Enecsys was biggest in Europe 
but called it quits; Nov 2014, SolarBridge sold to SunPower (presumably has 
distribution only in house); SMA? It’s been rocky from its inception and I 
don’t know how it stands now. ???

 

Bill Dorsett

Manhattan, KS

 

From: RE-wrenches [mailto:re-wrenches-boun...@lists.re-wrenches.org] On Behalf 
Of gary easton
Sent: Friday, August 05, 2016 8:59 AM
To: RE-wrenches
Subject: Re: [RE-wrenches] Enphase Support Non-Responsive

 

just a worthless ticket but no action and certainly no timely reimbursement if 
at all.   I would never do business with this company again.

 

On Fri, Aug 5, 2016 at 9:38 AM, <penobscotso...@midmaine.com> wrote:

Just to renew this line of conversation, I have been waiting for several
call backs form Enphase, with no results, for the past three weeks. I also
have warranty claims that go back four months+ that have not been
fulfilled. I will not sell any more Enphase, at all, until they resolve
these communication and warranty issues.

Daryl DeJoy
NABCEP Certified PV Installer
Penobscot Solar Design




> 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
> ___
> 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
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-- 

Gary Easton
Appalachian Renewable Power

Stewart, Ohio 45778
NABCEP Certified Solar PV   
 
T: 740-277-8498

 www.arp-solar.com

 


“First they ignore you. Then they laugh at you. Then they fight you. Then you 
win.”


~Ghandi

 

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Re: [RE-wrenches] Enphase Support Non-Responsive

[Andrew Truitt]

Is anyone familiar with the new Kaco Ultraverter
<http://kaco-newenergy.com/lounge/ultraverters/>?  Its a microinverter with
series-connected string architecture *on the AC side*!  Pretty crazy.  They
say the lower voltages (nothing over 60V on the AC or DC side of each unit)
reduces stress on components and allows for greater durability.  Rapid
Shutdown compliant for 2014 and 2017.  97.5% CEC efficiency.  Pricing
targeted between SolarEdge and Enphase, but willing to get very aggressive
at rollout.  As 100 year old German company, Kaco's 25-year warranty may
offer a little more value compared with some other MLPE manufacturers.
The biggest downside that I can see, assuming it works like its supposed
to, is the 8-12 inverter-per-AC-string requirement.  I'd be very interested
to hear this esteemed group's thoughts on this unusual new microinverter
product!




For a brighter energy future,


Andrew Truitt

Principal
Truitt Renewable Energy Consulting, LLC

(202) 486-7507

LinkedIn Profile <https://www.linkedin.com/in/andrewtruitt>

Company Website <http://truittreconsulting.weebly.com/>

NABCEP Certified PV Installation Professional ID: 032407-66

Colorado Journeyman Electrician License No.: 600132

<%28202%29%20486-7507>

[image: 24 copy.jpg]

"Don't get me wrong: I love nuclear energy! It's just that I prefer fusion
to fission. And it just so happens that there's an enormous fusion reactor
safely banked a few million miles from us. It delivers more than we could
ever use in just about 8 minutes. And it's wireless!"

~William McDonough












On Fri, Aug 5, 2016 at 8:31 AM, William Dorsett <wmdors...@sbcglobal.net>
wrote:

> We are finding the same problem. Usually it is a problem with an untypical
> Envoy location (remote barn with a tin roof or a bad cable modem
> connection)
> or communications issues between the inverters and the Envoy. Nearly all
> our
> systems are operating as expected, and I think the company has good
> hardware
> and is otherwise well put together.  Customer responsiveness falls way
> short. Their service people are always quite helpful when they do get back
> to us.  There appears to be a route to remote troubleshooting but it
> certainly not publicized well.  Can anyone tell installers how to connect
> with a remote troubleshooting URL?
>
> Thanks all.
>
> Bill Dorsett
> Manhattan, KS
>
> -Original Message-
> From: RE-wrenches [mailto:re-wrenches-boun...@lists.re-wrenches.org] On
> Behalf Of penobscotso...@midmaine.com
> Sent: Friday, August 05, 2016 8:38 AM
> To: RE-wrenches
> Subject: Re: [RE-wrenches] Enphase Support Non-Responsive
>
> Just to renew this line of conversation, I have been waiting for several
> call backs form Enphase, with no results, for the past three weeks. I also
> have warranty claims that go back four months+ that have not been
> fulfilled.
> I will not sell any more Enphase, at all, until they resolve these
> communication and warranty issues.
>
> Daryl DeJoy
> NABCEP Certified PV Installer
> Penobscot Solar Design
>
>
>
>
> > 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
> > ___
> > 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
> >
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> > 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
> >
> >
>
>
> ___
> List sponsored by Redwood Alliance
>
&

Re: [RE-wrenches] Enphase Support Non-Responsive

[William Dorsett]

We are finding the same problem. Usually it is a problem with an untypical
Envoy location (remote barn with a tin roof or a bad cable modem connection)
or communications issues between the inverters and the Envoy. Nearly all our
systems are operating as expected, and I think the company has good hardware
and is otherwise well put together.  Customer responsiveness falls way
short. Their service people are always quite helpful when they do get back
to us.  There appears to be a route to remote troubleshooting but it
certainly not publicized well.  Can anyone tell installers how to connect
with a remote troubleshooting URL?

Thanks all.

Bill Dorsett
Manhattan, KS

-Original Message-
From: RE-wrenches [mailto:re-wrenches-boun...@lists.re-wrenches.org] On
Behalf Of penobscotso...@midmaine.com
Sent: Friday, August 05, 2016 8:38 AM
To: RE-wrenches
Subject: Re: [RE-wrenches] Enphase Support Non-Responsive

Just to renew this line of conversation, I have been waiting for several
call backs form Enphase, with no results, for the past three weeks. I also
have warranty claims that go back four months+ that have not been fulfilled.
I will not sell any more Enphase, at all, until they resolve these
communication and warranty issues.

Daryl DeJoy
NABCEP Certified PV Installer
Penobscot Solar Design




> 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
> ___
> 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
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Re: [RE-wrenches] Enphase Support Non-Responsive

[Jay]

So what is the micro of choice these days?
If enphase is no longer home?

Jay
Peltz power. 


> On Aug 5, 2016, at 6:59 AM, gary easton  wrote:
> 
> just a worthless ticket but no action and certainly no timely reimbursement 
> if at all.   I would never do business with this company again.
> 
>> On Fri, Aug 5, 2016 at 9:38 AM,  wrote:
>> Just to renew this line of conversation, I have been waiting for several
>> call backs form Enphase, with no results, for the past three weeks. I also
>> have warranty claims that go back four months+ that have not been
>> fulfilled. I will not sell any more Enphase, at all, until they resolve
>> these communication and warranty issues.
>> 
>> Daryl DeJoy
>> NABCEP Certified PV Installer
>> Penobscot Solar Design
>> 
>> 
>> 
>> 
>> > 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
>> > ___
>> > List sponsored by Redwood Alliance
>> >
>> > List Address: RE-wrenches@lists.re-wrenches.org
>> >
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>> > www.members.re-wrenches.org
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> 
> 
> 
> -- 
> Gary Easton
> Appalachian Renewable Power
> Stewart, Ohio 45778
> NABCEP Certified Solar PV 
>
> T: 740-277-8498
>  www.arp-solar.com
> 
> “First they ignore you. Then they laugh at you. Then they fight you. Then you 
> win.”
> ~Ghandi
> 
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Re: [RE-wrenches] Enphase Support Non-Responsive

[gary easton]

just a worthless ticket but no action and certainly no timely reimbursement
if at all.   I would never do business with this company again.

On Fri, Aug 5, 2016 at 9:38 AM,  wrote:

> Just to renew this line of conversation, I have been waiting for several
> call backs form Enphase, with no results, for the past three weeks. I also
> have warranty claims that go back four months+ that have not been
> fulfilled. I will not sell any more Enphase, at all, until they resolve
> these communication and warranty issues.
>
> Daryl DeJoy
> NABCEP Certified PV Installer
> Penobscot Solar Design
>
>
>
>
> > 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
> > ___
> > List sponsored by Redwood Alliance
> >
> > List Address: RE-wrenches@lists.re-wrenches.org
> >
> > Change listserver email address & settings:
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> org/maillist.html
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-- 
Gary Easton
Appalachian Renewable Power
Stewart, Ohio 45778
NABCEP Certified Solar PV

T: 740-277-8498
 www.arp-solar.com

“First they ignore you. Then they laugh at you. Then they fight you. Then
you win.”
~Ghandi
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Re: [RE-wrenches] Enphase Support Non-Responsive

[penobscotsolar]

Just to renew this line of conversation, I have been waiting for several
call backs form Enphase, with no results, for the past three weeks. I also
have warranty claims that go back four months+ that have not been
fulfilled. I will not sell any more Enphase, at all, until they resolve
these communication and warranty issues.

Daryl DeJoy
NABCEP Certified PV Installer
Penobscot Solar Design




> 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
> ___
> 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
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>
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Re: [RE-wrenches] Enphase Support Non-Responsive

[Jason Szumlanski]

I agree with these recommendations wholeheartedly. The music is extremely
annoying. Taking it one step further and just implement a call back queue.





On Fri, Jul 8, 2016 at 1:54 PM, William Miller 
wrote:

> 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 
> 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 
> *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
>
>
>
>
>
>
>
>
>
> ___
> List sponsored by Redwood Alliance
>
> List Address: RE-wrenches@lists.re-wrenches.org
>
> Change listserver email address & settings:
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Re: [RE-wrenches] Enphase Support Non-Responsive

[William Miller]

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 
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 
*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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Re: [RE-wrenches] Enphase Support Non-Responsive

[Jason Szumlanski]

Thanks for your response, Nick. I was just introduced to the warranty
service portal, and it is definitely a big help. Now if you can just get
hold times under control, or implement an automated call back system at
least, that would be great.

Jason


On Tue, Jul 5, 2016 at 5:35 PM, Nick Soleil 
wrote:

> Hi Jason and wrenches,
>
>
> Sorry for the trouble you had with your case.  The best way to reach our
> customer service team for expedited service is through the phone system or
> through our automated self service portal.
>
>
> The self-service portal allows you to process RMAs and receive up to date
> service notes on your cases.  We recently launched the self-service portal,
> and hope it will be of use to you all.  It can be accessed here:
>
> https://service.enphaseenergy.com/users/sign_in
>
>
> You will need to use your Enlighten user ID and credentials to access the
> portal.
>
>
>
> Cordially,
>
> Nick Soleil
>
> Enphase Energy | Field Applications Engineer
>
> (707) 763-4784 x7267  // office
>
> (707) 321-2937  // cell
>
> [image: Enphase_esig_logo6.jpg] 
>
> Energy Evolved  ™
>
>
> *Powering What’s Next*™* | *The Enphase Energy Management System
> 
>
>
> NABCEP Certified Solar PV Installer #03262011-300
>
> California C10 Licensed Electrician #986315
>
> Texas Master Electrician #284451
>
>
> “Don’t get me wrong: I love nuclear energy! It’s just that I prefer fusion
> to fission. And it just so happens that there’s an enormous fusion reactor
> safely banked a few million miles from us. It delivers more than we could
> ever use in just about 8 minutes. And it’s wireless!”
>
> - William McDonough
>
>
>
> --
> *From:* RE-wrenches  on behalf
> of Jason Szumlanski 
> *Sent:* Tuesday, July 5, 2016 12:46 PM
> *To:* RE-wrenches
> *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
>
>
>
>
> The information contained in this message may be privileged and
> confidential. It is intended to be read only by the individual or entity to
> whom it is addressed or by their designee. If the reader of this message is
> not the intended recipient, you are on notice that any distribution of this
> message, in any form, is strictly prohibited. If you have received this
> message in error, please immediately notify the sender and delete or
> destroy any copy of this message!
>
> ___
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Re: [RE-wrenches] Enphase Support Non-Responsive

[Nick Soleil]

Hi Jason and wrenches,


Sorry for the trouble you had with your case.  The best way to reach our 
customer service team for expedited service is through the phone system or 
through our automated self service portal.


The self-service portal allows you to process RMAs and receive up to date 
service notes on your cases.  We recently launched the self-service portal, and 
hope it will be of use to you all.  It can be accessed here:

https://service.enphaseenergy.com/users/sign_in


You will need to use your Enlighten user ID and credentials to access the 
portal.



Cordially,

Nick Soleil

Enphase Energy | Field Applications Engineer


(707) 763-4784 x7267  // office

(707) 321-2937  // cell

[Enphase_esig_logo6.jpg]


Energy Evolved (tm)


Powering What's Next(tm) | The Enphase Energy Management 
System


NABCEP Certified Solar PV Installer #03262011-300

California C10 Licensed Electrician #986315

Texas Master Electrician #284451


"Don't get me wrong: I love nuclear energy! It's just that I prefer fusion to 
fission. And it just so happens that there's an enormous fusion reactor safely 
banked a few million miles from us. It delivers more than we could ever use in 
just about 8 minutes. And it's wireless!"

- William McDonough




From: RE-wrenches  on behalf of 
Jason Szumlanski 
Sent: Tuesday, July 5, 2016 12:46 PM
To: RE-wrenches
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




The information contained in this message may be privileged and confidential. 
It is intended to be read only by the individual or entity to whom it is 
addressed or by their designee. If the reader of this message is not the 
intended recipient, you are on notice that any distribution of this message, in 
any form, is strictly prohibited. If you have received this message in error, 
please immediately notify the sender and delete or destroy any copy of this 
message!
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Re: [RE-wrenches] Enphase Support Non-Responsive

[Chris Schaefer]

Hey Jason,
I agree totally. What works for me here on the East (Right) Coast is I call
just prior to 2000 EST and I am almost assured of being able to talk with
out a long wait time. Most times I get straight through.

Christopher

On Tue, Jul 5, 2016 at 3:46 PM, Jason Szumlanski <
ja...@floridasolardesigngroup.com> wrote:

> 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
>
>
>
>
>
> ___
> List sponsored by Redwood Alliance
>
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Chris Schaefer’s


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