Enphase Energy, Inc.

Sorry for the trouble in obtaining an replacement
Enphase has issued an RMA and notified the customer via emailThe RMA will be delivered to the customer in the next 2-weeks

The microinverters were damaged by the surge event and this type of occurrence is not covered by the warranty We recommend checking homeowners insurance policy to determine if there is coverage of the solar system to electrical surges

Enphase has issued replacement inverters as requested by the customer and explained installer support options.
We have discussed that we honor our warranty terms.
Customer confirmed that he was satisfied with the resolution.

Complaint:[redacted]I am rejecting this response...

because:
The microinverters malfunctioned the surge protection failed as a result 21 of the 25 microinverters no longer work. I have a 25-year warranty that does not cover defected equipment. I purchased the solar system from an American company to protect my interest. Unfortunately, this company's warranty does not cover anything but it's own interest. The equipment was not struck by lightening or damaged by rain. The power went out and the equipment failed, it malfunctioned. Enphase is a horrible company, does not stand behind it's product, and is requiring a property owner to pay for their faulty equipment. Horrible customer service!Sincerely,Tanisha [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted] Orenstein

The contract for the removal and reinstall of the system was between Sunrun and Mr. Orenstein.
Enphase removed and stored the system. The delay in reinstall that Mr. Orenstein experienced was with Sunrun scheduling. Enphase did not have visibility to this.
Upon contact with Mr.Orenstein in Feb...

2017, Enphase contacted Sunrun and was assured by Sunrun that Sunrun would contact Mr.Orenstein and work out the billing and replacement.
I have reached out to Mr. Orenstein again to see if there is any follow up that we can help with.
We do not have any invoices billed to Mr.Orenstein that we are awaiting payment on.
Hopefully this addresses the concern on billing that Mr. Orenstein had.
If there any issues with our inverters, I am happy to take care of it through our warranty. I have conveyed the same to Mr.Orenstein. (See attached email)
 
Please let me know if there is any additional info you need to close this case out.

Summary:  Enphase shipped a replacement Envoy unit as[redacted] had requested, to replace his faulty one. Shipment was made 04/20/2016, via case #[redacted] made contact with the customer and issue was resolved.

Initial Business Response /* (1000, 5, 2016/01/14) */
I sent email to this individual on 01/13/2016, addressing the delays in processing replacements caused by a temporary inventory shortage of adapter cables, noting the relatively consistent annual energy-production at the site, and apologizing...

for the unit-failures experienced at this site to-date. It should be noted that our company has never failed to fulfill its product-warranty obligations, and this was conveyed as well. I proposed a potential path forward to this customer, in the event that any future unit-failures were encountered. This individual responded via email on 01/14/2016, agreeing to the idea proposed, and indicating that it would be a fair solution to the issue that she raised on this forum.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]. It is a...

response, but it is not great. Waiting 10 -12 weeks for a warranty replacement is not acceptable. The business only issued the RMA because Revdex.com contacted the business. It seems to become a common business practice to offer a long warranty, but having no intention to fulfil it when the time comes.
Thank you Revdex.com team for your support.
Sincerely, [redacted]

Initial Business Response /* (1000, 15, 2016/01/25) */
Per [redacted]'s request, a new Envoy was shipped to resolve the issue.
Initial Consumer Rebuttal /* (3000, 17, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My envoy wasnt the only issue my 1...

panel has been defective for almost a year. Tech said inverter was out. I need my panel fixed asap as im loosing out on hundreds of savings each month its not working.
Final Business Response /* (4000, 19, 2016/02/01) */
Further to this, Enphase has reached out to Ms [redacted]'s solar installer and requested maintenance be performed on this site.
Final Consumer Response /* (4200, 21, 2016/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Im still not satisfied that I had to wait almost a year for someone to get back to me in regards to addressing this issue. While loosing 125.00 plus a month in savings.

Initial Business Response /* (1000, 7, 2016/01/29) */
Contact Name and Title: [redacted], Dir CustSuprt
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted].com
Phoned the customer the evening of 01/28/2016. I conveyed the notion that our firm does not manufacture string-inverters, and...

thus cannot replace with that technology. Following our very constructive discussion, the customer agreed to a complete swap-out of all of our products at the site, with upgraded versions of everything, effectively leaving him with a technology-refresh with current-generation units. Our firm will also provide the labor of replacing the units, so there is no out-of-pocket costs for the customer. Customer agreed to this. We will schedule the work in the next week, and will phone customer with specific date and time that works for both parties.
Initial Consumer Rebuttal /* (2000, 9, 2016/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Enphase has contacted us and has agreed to resolve the problem. They have not done the replacements yet but said they would hopefully in the next couple of weeks.