Initial Business Response / [redacted] (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 requestPlease note that the shipment will be sent by FedEx or UPSOnce Mr [redacted] 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 [redacted] 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 [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 / [redacted] (2000, 10, 2015/07/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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 meSincerely, [redacted] ***
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 inverterThis was after he had discovered that the installation company he had purchased the system from was no longer in businessOur tech attempted to troubleshoot remotely over the phone by having him powering down the inverter and doing a remote resetWhen 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 dollarsAfter 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 contractorHe claims that when the installers arrived all they had to do was reset the inverter and the repair was done in less than 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 systemThey informed me that the service charge is $ [redacted] p/hourThe customer system did require more troubleshooting than simply being turned on and offThe new crew had to get on the roof and make some adjustments to the string before the system was restoredIt did take more than 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 modulesIt 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 systemThey informed me that the service charge is $ [redacted] p/hourThe customer system did require more troubleshooting than simply being turned on and offThe new crew had to get on the roof and make some adjustments to the string before the system was restoredIt did take more than 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 modulesIt 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 systemThey informed me that the service charge is $ [redacted] p/hourThe customer system did require more troubleshooting than simply being turned on and offThe new crew had to get on the roof and make some adjustments to the string before the system was restoredIt did take more than 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 modulesIt 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
Initial Business Response / [redacted] (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 requestPlease note that the shipment will be sent by FedEx or UPSOnce Mr [redacted] 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 [redacted] 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 [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 / [redacted] (2000, 10, 2015/07/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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 meSincerely, [redacted] ***
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 inverterThis was after he had discovered that the installation company he had purchased the system from was no longer in businessOur tech attempted to troubleshoot remotely over the phone by having him powering down the inverter and doing a remote resetWhen 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 dollarsAfter 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 contractorHe claims that when the installers arrived all they had to do was reset the inverter and the repair was done in less than 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 systemThey informed me that the service charge is $ [redacted] p/hourThe customer system did require more troubleshooting than simply being turned on and offThe new crew had to get on the roof and make some adjustments to the string before the system was restoredIt did take more than 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 modulesIt 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 systemThey informed me that the service charge is $ [redacted] p/hourThe customer system did require more troubleshooting than simply being turned on and offThe new crew had to get on the roof and make some adjustments to the string before the system was restoredIt did take more than 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 modulesIt 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 systemThey informed me that the service charge is $ [redacted] p/hourThe customer system did require more troubleshooting than simply being turned on and offThe new crew had to get on the roof and make some adjustments to the string before the system was restoredIt did take more than 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 modulesIt 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