SolarEdge Technologies, Inc.

Initial Business Response /* (1000, 7, 2015/07/24) */
To whom it may concern,
We are happy to make a onetime exception and process the RMA per Mr***'s requestPlease note that the shipment will be sent by FedEx or UPSOnce Mr*** has received his replacement we do require that he
return the one in his possession using the prepaid UPS label we will provideWe do accept responsibility to initially informing Mr*** that we would process his RMA requestHowever, once a senior SolarEdge technician reviewed the RMA circumstances further we noted that the inverter had failed due to improper wiring by Mr***'s electrician and he was notified of this fact by SolarEdge management
At no time was the failure of the inverter due to a defective product of SolarEdge
SolarEdge continues to train and manage our technical support engineers to deliver improved service
Initial Consumer Rebuttal /* (2000, 10, 2015/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Final Consumer Response /* (2000, 9, 2014/10/17) */
Revdex.com of the Golden Gate and Northern CA:
Please be advised that SolarEdge has responded satisfactorily to the complaint I filed on September 17, Thank you for your assistance
Sincerely,
*** ***

Response to customer *** ***: After further review into *** *** complaint, we understand how frustrating it was to see how quickly the installers were able to troubleshoot and solve the problem once onsiteHaving said that, even our support people were unable to troubleshoot with *** *** and guide him to resolve the technical error (our technical team had advised him how to reset the inverter and he claimed that he attempted and that did not solve the problem)In an effort to resolve the matter amicably, we are willing to compensate him the $*** originally quoted for the service chargeSolarEdge cannot be held responsible for *** *** decision to purchase from his new installer additional modules for expanding his systemWe will be happy to expedite the payment once this case has been resolvedThank you, *** *** Priscilla Robertson Service Advisor T 510-498-O [email protected]

Complaint: ***I am rejecting this response because: The first calls occurred back in early *** so the response by Solaredge is not accurate to reflect the earlier calls By mid ***, we were already two weeks into the process At no point did I demand that they reimburse me for the several thousand dollars I paid for the service I only requested that they take responsibility to cover a portion of the cost of having them come out to reset the system That being said, if they had walked me through how to reset the system, I would not have had to call anyone to come out and service the system I would have never obtained a service agreement and I may or may not have installed additional panels at that moment I made a business decision to sign a service agreement and purchase panels because the new company had quoted me that the cost of trouble shooting the system would be *** for the first hour and *** for each additional hour with no guarantee of how long it would take Without a guarantee, what would I have done if it took several days to repair? Would it have been stupid of me to pay over *** for that service? In hindsight, it's easy to say that it didn't cost that much At that moment, how do you make a personal financial decision without perfect information? I made a financial decision in order to minimize the risk Again, this whole time, Solar Edge keeps pushing off the responsibility which is the whole point of my complaint If it was that easy to push off responsibility, how can any consumer trust the warranty sold by any manufacturer? I never disagreed that the people did go to the roof but they were up and down in a few minutes I asked the person who came out repeatedly what he did to fix it He made no references to tugging on wires, adjusting anything on the roof Given the amount of panels on my roof, there is NO WAY he could have examined all the wires within those few minutes and spend the time climbing up and down my roof He repeatedly said I just reset the system He was adamant that that was all he did Why would he be so adamant if it was more than that? Wouldn't it be in his best interest to make up a story about him having to do a lot of things to make me feel good about buying a service agreement? He had nothing to gain which is why he told me the truth that all he had to do was reset the system I stand by my statement that if Solaredge had just walked me through the process, it would have saved me the cost of the panels and service agreement Sincerely,Patrick Lai

I Zach [redacted], have spoken both to Revdex.com and the customer to inform them that this is not a SolarEdge related matter. Upon speaking with the homeowner one of our techs were able to confirm that the system is producing as it should. The problem is the third party communication devise that was connected...

by the installation company. We have suggested to the homeowner to contact a local installer in their area to help with replacing the third part devise onsite. We have also submitted a communications board to the homeowner just case it it needed. At this time SolarEdge has provided the support requested and information needed for next steps.

To whom it may concern,
On [redacted] the homeowner called our tech support line in attempt to resolve an error message that was displayed on the inverter. This was after he had discovered that the installation company he had purchased the system from was no longer in business. Our tech attempted to...

troubleshoot remotely over the phone by having him powering down the inverter and doing a remote reset. When the troubleshooting failed to restore the system we advised the homeowner to try and find another company that could come and repair the system on location.  
 
On [redacted] we received an email complaint that our service was horrible that we cost him thousands of dollars. After making contact with the homeowner a week later, we found that he is demanding that we refund him a couple thousand dollars for the service received by a new solar contractor. He claims that when the installers arrived all they had to do was reset the inverter and the repair was done in less than 5 minutes.  The homeowner stated that our techs should have provided him with the information to reset the inverter himself and then he would have not needed a service team to come out.  As stated in first paragraph, we did ask the homeowner on [redacted] to toggle the power switch however that did not resolve the issue.
 
The first week of [redacted] we continued our investigation by contacting the solar company that had been chosen by the homeowner to repair the system. They informed me that the normal service charge is $[redacted] p/hour. The customer system did require more troubleshooting than simply being turned on and off. The new crew had to get on the roof and make some adjustments to the string before the system was restored. It did take more than 5 minutes to repair, but the work was complete in less than an hour.  It was however waived because the homeowner decided to purchase additional modules to expand his system for several thousand dollars more.
 
SolarEdge is not responsible for the homeowners decision to buy additional modules. It is because of our advanced technology that he was able to save money on expanding his system by still being able to use the inverter he originally purchased.  
Thank you for your time
[redacted]
Service Center Manager
SolarEdge Technologies, Inc.
Work [redacted]
Mobile [redacted]
 
 
 
 
 
 
did not resolve the issue.
 
The first week of [redacted] we continued our investigation by contacting the solar company that had been chosen by the homeowner to repair the system. They informed me that the normal service charge is $[redacted] p/hour. The customer system did require more troubleshooting than simply being turned on and off. The new crew had to get on the roof and make some adjustments to the string before the system was restored. It did take more than 5 minutes to repair, but the work was complete in less than an hour.  It was however waived because the homeowner decided to purchase additional modules to expand his system for several thousand dollars more.
 
SolarEdge is not responsible for the homeowners decision to buy additional modules. It is because of our advanced technology that he was able to save money on expanding his system by still being able to use the inverter he originally purchased.  
 
 
   
 
 
 
The first week of [redacted] we continued our investigation by contacting the solar company that had been chosen by the homeowner to repair the system. They informed me that the normal service charge is $[redacted] p/hour. The customer system did require more troubleshooting than simply being turned on and off. The new crew had to get on the roof and make some adjustments to the string before the system was restored. It did take more than 5 minutes to repair, but the work was complete in less than an hour.  It was however waived because the homeowner decided to purchase additional modules to expand his system for several thousand dollars more.
 
SolarEdge is not responsible for the homeowners decision to buy additional modules. It is because of our advanced technology that he was able to save money on expanding his system by still being able to use the inverter he originally purchased.

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]

Initial Business Response /* (1000, 7, 2015/07/24) */
To whom it may concern,
We are happy to make a onetime exception and process the RMA per Mr. [redacted]'s request. Please note that the shipment will be sent by FedEx or UPS. Once Mr. [redacted] has received his replacement we do require that...

he return the one in his possession using the prepaid UPS label we will provide. We do accept responsibility to initially informing Mr. [redacted] that we would process his RMA request. However, once a senior SolarEdge technician reviewed the RMA circumstances further we noted that the inverter had failed due to improper wiring by Mr. [redacted]'s electrician and he was notified of this fact by SolarEdge management.
At no time was the failure of the inverter due to a defective product of SolarEdge.
SolarEdge continues to train and manage our technical support engineers to deliver improved service.
Initial Consumer Rebuttal /* (2000, 10, 2015/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)