Flexera, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have attached a string of emails that shows that a replacement inverter was supposed to be sent to replace the faulty one.  The company then asked for documentation of the replacement being installed.  I do agree that the inverter should be covered under warranty, but the problem is that Flexera did not keep adequate record of the replacement installation.  Reading this series of emails demonstrates this.  I was not provided any record of the replacement at that time.  When I asked Mr. [redacted] why there wasn't any record of the replacement installation, he replied "That wasn't the way things were done back then."  If a proper paper trail had been kept, we wouldn't be in this situation.  I trusted Flexera to handle things appropriately, but they let me down.  [redacted] was supposed to get a resolution to this matter, but he quickly ceased communicating with me.  Please see the attached email referenced Robert Light last attempt.

Ms. [redacted]   Flexera has exhausted all avenues with the three major manufacturers involved with this case.  None of the inverter manufacturers are willing to stand behind the original ten years warranty sold by GE.  Flexera has also contacted the Assistant District Attorney with regards to this issue  with no resulting help to bring the case to a resolution.    To assist the customer, Flexera is offering to supply all labor required to install a new inverter and provide the new inverter at our cost.  We feel it is unfortunate for the customer to be put in this situation, and we hope our offer helps bring the case to a resolution.     [redacted]  [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

[redacted]   Flexera provides the customer with a 5 year warranty which covers defects found due to workmanship issues.  We also choose components  from the...

world’s largest energy companies to minimize the risk of a device manufacturer going out of business.  Unfortunately GE Solar was sold to [redacted] and Flexera had no control or pre knowledge of this event.  This transaction has seemed to interrupt the manufacturer’s warranty for GE inverters purchased in the past.    Flexera has spent many documented hours with [redacted] trying to resolve this issue for this customer without a resolution.  As with any electronic device purchased today, there are expected hours of operation, but occasionally a device fails prematurely. When a device does not reach its expected end of life, the manufacturer’s warranty covers both the component and labor cost to resolve the issue.  Unfortunately, since the sale of GE Solar we have not been able to arrange for a warranty claim for this trouble ticket.    This issue is clearly a failure with the GE Inverter and not a defect due to a Flexera workmanship issue.  To resolve the issue Flexera would need the manufacture of the device to stand behind the inverter warranty and work towards a problem resolution.   I understand the customer is very frustrated with the situation and is blaming Flexera, but I assure you we have spent many hours trying the resolve this problem for the customer.  If the problem was a Flexera workmanship issue, it would have been resolved immediately, but Flexera cannot provide device warranties for product manufactured by other companies.   Thank you, [redacted]
 
[redacted]  [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Review: I contracted with Flexera to install 2 complete solar generation systems. Not too long after installation, the General Electric-Xentrex solar inverters Flexera chose and installed, began to malfunction. Flexera replaced them with new Xentrex/Schneider inverters. The original General Electric inverters were covered by a 10 year warranty which still covered the General ElectricXentrex/Schneider replacement inverters that Flexera again chose to install. Xentrex/Schneider, or General Electric solar has been purchased by a company named [redacted]. On May 21, 2014, I contacted Flexera to let them know that one of my inverters was malfunctioning. They came on site and confirmed this issue. They attempted to contact the companies that produced the inverters to get a replacement under the still current warranty. They were actively trying to get me a replacement inverter. I have records of multiple contacts with [redacted] from Flexera. After not getting anywhere with Flexera, we went on Facebook in July and asked for assistance. We even inquired about a lawyer who could assist us. Flexera's CEO, [redacted] then became involved. He advised me against getting a lawyer involved because Flexera wouldn't be able to continue working with me to resolve the issue. [redacted] again worked to get a resolution with these companies. At one point I received a phone call from [redacted] telling me that he had assurance from [redacted] that a replacement inverter was in the mail. They then requested an acknowledgement or declaration for a specific inverter. Flexera told me that that isn't how things were done then, so Flexera doesn't have an official ticket confirming the replacement. I was then instructed to deal directly with [redacted]. He accepted one of my phone calls on October 21, 2014. He has broken off all contact since then. I have attempted to reach him by phone and email. He hasn't responded to any of my attempts. All of these companies have left me with a faulty inverter. I feel as though they are the big companies that don't have any sense of urgency in rectifying this situation. The original inverter was purchased on 9/10/2008 with a 10 year warranty. None of these companies are honoring my warranty. I feel Flexera should be held as responsible as the other companies, they chose the inverters to be installed and then didn't file the paperwork that the current warranty holder is asking for. That is negligent on Flexera's part. I do not have the money to replace an inverter that is still under warranty. I not only have a faulty inverter, I also generated about half as many Kilowatt hours as I should have during the peak season. My expensive solar systems are still functioning with a disability and Flexera has broken off all contact with me.Desired Settlement: I would like to have the warranty for my inverter honored with a replacement inverter installed, with all costs associated with replacement and installation covered by the warranty.

Business

Response:

[redacted] Flexera provides the customer with a 5 year warranty which covers defects found due to workmanship issues. We also choose components from the world’s largest energy companies to minimize the risk of a device manufacturer going out of business. Unfortunately GE Solar was sold to [redacted] and Flexera had no control or pre knowledge of this event. This transaction has seemed to interrupt the manufacturer’s warranty for GE inverters purchased in the past. Flexera has spent many documented hours with [redacted] trying to resolve this issue for this customer without a resolution. As with any electronic device purchased today, there are expected hours of operation, but occasionally a device fails prematurely. When a device does not reach its expected end of life, the manufacturer’s warranty covers both the component and labor cost to resolve the issue. Unfortunately, since the sale of GE Solar we have not been able to arrange for a warranty claim for this trouble ticket. This issue is clearly a failure with the GE Inverter and not a defect due to a Flexera workmanship issue. To resolve the issue Flexera would need the manufacture of the device to stand behind the inverter warranty and work towards a problem resolution. I understand the customer is very frustrated with the situation and is blaming Flexera, but I assure you we have spent many hours trying the resolve this problem for the customer. If the problem was a Flexera workmanship issue, it would have been resolved immediately, but Flexera cannot provide device warranties for product manufactured by other companies. Thank you, [redacted]

Consumer

Response: