How Renogy customer service mislead me to buy an unneeded item...

[eric_h]

When I bought the Rover 60, I saw a RJ45 connector on it as well and got curious, so I contacted Renogy customer to ask and was told by their representative, very clearly (I have that in email), that the Rover 60 only works with BT-1 and that I'd have to purchase that as well in order to control it from my phone, and so I did.

Yesterday, as part of purchasing three Renogy (none-BT) batteries as well, I also purchased BT-2 for these batteries. I got curious again and connected the BT-2 to the RJ45 on the Rover 60 and what do you know?! the BT-2 actually does work with the Rover 60!

So, now I could buy the Hub to connect the DCC50S, the Rover and the batteries in one connection to the DC Home app, but I'm stuck with an extra device, the BT-1, that I don't really need, and that I purchased only because Renogy customer service gave me the wrong information.

My advise- don't trust them. Check for yourselves, come here.
Or, if you have the budget for it- go Victron...

 

[fratermus]

I'm stuck with an extra device, the BT-1, that I don't really need

Can you return it?

My advise- don't trust them. Check for yourselves, come here.

For me the play is at first base: read the published docs.

if you have the budget for it- go Victron...

The lower end of the market is fine for folks who are willing to do the homework. I fully support those who need/desire more individualized support paying for bigger margins more to get it. Horses for courses.

 

[eric_h]

Can you return it?

No. 3 days too late. But I wrote them, saying that I expect a solution.

For me the play is at first base: read the published docs.

The docs does not mention the RJ45 socket. It's just there... they must have added it and supported on a later version and never bothered to update the docs, or the representatives.

The lower end of the market is fine for folks who are willing to do the homework. I fully support those who need/desire more individualized support paying for bigger margins more to get it. Horses for courses.

Oh.. I've done my homework. I even called the company to get official info, and still...

 

[MajicDiver]

When I bought the Rover 60, I saw a RJ45 connector on it as well and got curious, so I contacted Renogy customer to ask and was told by their representative, very clearly (I have that in email), that the Rover 60 only works with BT-1 and that I'd have to purchase that as well in order to control it from my phone, and so I did.

Yesterday, as part of purchasing three Renogy (none-BT) batteries as well, I also purchased BT-2 for these batteries. I got curious again and connected the BT-2 to the RJ45 on the Rover 60 and what do you know?! the BT-2 actually does work with the Rover 60!

So, now I could buy the Hub to connect the DCC50S, the Rover and the batteries in one connection to the DC Home app, but I'm stuck with an extra device, the BT-1, that I don't really need, and that I purchased only because Renogy customer service gave me the wrong information.

My advise- don't trust them. Check for yourselves, come here.
Or, if you have the budget for it- go Victron...

I have found the the knowledge level of most solar sales people is very poor. They somewhat regularly give information that directly contradicts the documentation for products they are selling. I have experienced this in recent months with both Renvu and Signature Solar. If you get thru to a technical person things sometimes go better buts that’s unlikely until after you have actually made a purchase. Big picture, if the documentation does not clearly support what you are being told then don’t believe it. If you make a purchase without acquiring and reading the documentation things have a good probability of going poorly

 

[chrisski]

Renogy is a very popular brand and you can post questions here and find out.

Usually, the brand I buy Victron, their products are top notch, but once you get away from their signature products like the SCC and into things like their high amperage DC to DC converter, documentation os almost completely lacking.

As far as sales people, a couple of simple questions can help me gauge if they are telling the truth or not. That usually roots most out, but sometimes an unkowlegeable still gets through and fools me.

I’m starting to see a trend of tech data not being as important as it used to as products are released without documentation, paper or otherwise.

 

[Renogy Solar]

When I bought the Rover 60, I saw a RJ45 connector on it as well and got curious, so I contacted Renogy customer to ask and was told by their representative, very clearly (I have that in email), that the Rover 60 only works with BT-1 and that I'd have to purchase that as well in order to control it from my phone, and so I did.

Yesterday, as part of purchasing three Renogy (none-BT) batteries as well, I also purchased BT-2 for these batteries. I got curious again and connected the BT-2 to the RJ45 on the Rover 60 and what do you know?! the BT-2 actually does work with the Rover 60!

So, now I could buy the Hub to connect the DCC50S, the Rover and the batteries in one connection to the DC Home app, but I'm stuck with an extra device, the BT-1, that I don't really need, and that I purchased only because Renogy customer service gave me the wrong information.

My advise- don't trust them. Check for yourselves, come here.
Or, if you have the budget for it- go Victron...

Sincerely apologize for your experience. Could you provide your ticket number or more information so that we could contact customer service team to remedy this? Many thanks.

 

[fratermus]

so that we could contact customer service team to remedy this?

And also inform the documentation team if corrections are required.

 

[Renogy Solar]

And also inform the documentation team if corrections are required.

Thanks for your advice. We have given feedback to relevant team to pay attention to this issue. We are taking some steps to make corrections. Any further advice, you can also contact us by support@renogy.com ?

 

[eric_h]

Sincerely apologize for your experience. Could you provide your ticket number or more information so that we could contact customer service team to remedy this? Many thanks.

Well, this is what I got from their customer service:

"Hi Eric,

Thanks for taking the time to write us back.

I checked this with our team, yet it seems that your Amazon order for the BT-1 was not fulfilled by Renogy. In this case, what I can suggest is for you to coordinate with Amazon directly for any refund since we are unable to do that on our end as the payment was collected by the 3rd-party seller. Just to clarify that it was not the experience we wanted you to have and we sincerely apologize for the inconvenience.

Your understanding of the process is appreciated.

Regards,

Jen"

Amazon won't help me as the return window is closed, Renogy won't help me although they created the problem, and I'm stuck with a product I do not need. Amazing.
I was a prudent customer, I made sure to write and ask before I purchased, but it was Renogy's bad advice that got me into this position.

And that's a customer who built an entire RV solar system purely on Renogy products!
Panels, controllers, batteries, converters, inverter...

 

[Ampster]

For me the play is at first base: read the published docs.

I agree. If I did make that mistake, I would not go on the Internet and try to blame the manufacturer.

 

[eric_h]

I agree. If I did make that mistake, I would not go on the Internet and try to blame the manufacturer.

Show me one place in which you could find evidence that Renogy Rover works with BT-2, before you tell me that it is "my mistake".

The manufacturer has the tech knowledge about their own products and if they say something that is completely wrong, with no way for my to verify, *it on them*.

Yes, I go on the internet and blame the manufacturer. What's your angle here, I wonder?...

 

[Ampster]

What's your angle here, I wonder?...

Over the years I have learned that if I make assumptions about somethjing working, I need to test those assumptions. That includes what I think I heard or what I saw in a picture or description on a website. The biggest mistake was missing the 30 day Amazon return window.

I don't expect to change your mind, my comment was for the benefit of other readers who might get something of value. That is the value of sharing knowledge on forums like this.

 

[Bluedog225]

These days, it pays to avoid Amazon and buy direct when possible.

Companies are getting better at internet sales. And customer service is greatly improved.

 

[Ampster]

These days, it pays to avoid Amazon and buy direct when possible.

I agree if it is something that I have researched and know it is exactly what I need and can wait.
On the other hand, as a Amazon Prime customer, the ease of returns and quick delivery does provide value to me. Amazon has a 30 day return window which I think is very reasonable. The OP has not explained why it took him longer than that to find out he had the wrong product. This thread would not even been necessary if that had happened.

 

[eric_h]

It's not "something I thought I heard" or "a picture on a website".. it's official response from the company. And there was no way for me to: "test my assumptions" as I did not have a BT-2. Once I got one, I tested my assumption and found that, as I suspected, the manufacturer gave me false info.
I don't need a lecture about prudent buying and this is definitely not my first rodeo.
Btw, here's what they wrote my, prior to buying:
"
Thank you for contacting Renogy.

We are sorry to tell that the Rover 60 controller is compatible with BT-1 via RS232 port. However, it is not compatible with BT-2.

BT-2 is compatible with DCC 50s. Bt-2 compatible products are shown in the figure below.
"

Very clear.

 

[Bluedog225]

Apparently, you missed your seller’s return deadline.

 

[Ampster]

I don't need a lecture about prudent buying and this is definitely not my first rodeo.

As I said earlier, my comment was for the benefit of other readers. Any post on the Internet is likely to get several suggestions. The implication for you is, if you can't stand the heat, get out of the kitchen.

 

[Ampster]

Apparently, you missed your seller’s return deadline.

Not his fault, because the seller did not tell him they had a return deadline. If I read the post correctly it was purchased through Amazon which has a 30 day return window. None of this would have been an issue nor cost him anything except time if he could have returned it in that time frame

 

[eric_h]

As I said earlier, my comment was for the benefit of other readers. Any post on the Internet is likely to get several suggestions. The implication for you is, if you can't stand the heat, get out of the kitchen.

I don't think I asked.

 

[eric_h]

Not his fault, because the seller did not tell him they had a return deadline.

I here by stop feeding the troll