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  • Post in thread: EG4 new AIO rated 12K output and 18kPV aka "EG4-18Kpv-12LV"

    Stay posted. Comprehensive review coming to a YouTube channel near you. To address the concerns of a certain other forum member... he has admitted to running the mobile fw, which he has been advised against, and states he will update this weekend. We spent months solving this issue as a team...
  • Post in thread: Signature Solar Misrepresenting Victron Equipment

    If you are going to call SS out, please make sure you are bringing up all the other companies that are doing the exact same thing. You can go to signaturesolar.com and see that we are representing the specs in VA now. Thank you for bringing this to light, as we never want to misrepresent the...
  • Post in thread: I Will Never Buy A EG4 Inverter Again

    We've been working with this individual for a while. Sometimes it's tough to get people to change their minds about how things work. He fried that board with PV, so F11 won't clear on its own.
  • Post in thread: Signature solar horrible customer service

    If you would DM me your email address I will find out why we dropped the ball so many times on this.
  • Post in thread: Full Disclosure

    ?
  • Post in thread: Signature Solar Two Hours On Hold Just To Buy an Item!

    I'm looking through our reporting from yesterday and the longest hold time of the day was 31 min that went unanswered. There were 2 calls that waited an hour that were answered at 5:46 and 6:18 CST. Was that 2 hour wait time consecutive? The phone system we use doesn't even allow for a 2 hour...
  • Post in thread: SolArk15k vs Eg4 18k

    The unit has been in R&D for a while now. We've worked through several upgrades since the original unit. R&D started with the unit last year and have had Lux expand the wire box and make some breaker changes. I understand the concerns after the 8K video, however, we're talking about different...
  • Post in thread: RESOLVED: EG4 6500EX and 6000EX Lights Flickering FIRMWARE

    Ultimately wanted to get you two units that would have the newest FW and best version of the hardware. Sending one unit did not make much sense towards actually solving the issues you were having. Don't want to see you continue to waste your time.
  • Post in thread: Signature solar horrible customer service

    I appreciate the feedback, honestly. The goal is to get a little better every day. At the end of the day our commitment is to try and improve the experience of our customers. I want to see this through and make things right for you. If we cannot solve the issues you are having, we do not want...
  • Post in thread: Signature Solar hours wasted trying to get answers

    I hate to say, this is pretty accurate. Our sales team gets hundreds of calls a day from people that have no intention of purchasing anything at all. They just want to talk. On top of that there are only 6 salespeople currently and they are answering calls one right after the other all day every...
  • Post in thread: EG4 new AIO rated 12K output and 18kPV aka "EG4-18Kpv-12LV"

    Many power companies are going to net metering policies that are very unfavorable for the consumers, and some don't do net metering at all anymore. We've noticed that more consumers are concerned with solid ESS than Net Metering because the power they are generating is more valuable for personal...
  • Post in thread: Problems with Eg4 6500ex buyer beware.

    I've been looking into some of the issues that were brought up on this thread. The very first being the amount of time Gavin was having to wait. He claimed he waited 3 weeks in his original post. He made contact with us January 2nd, he decided on January 11th that he was no longer interested in...
  • Post in thread: Signature Solar disappointing service

    Asymair95, I was going off of how long the issue had been in Tech. I just got the full scope of your issue a few minutes ago. You fell victim to an outdated process that we are striving to change. I know you had some very heated conversations with CS that went unreported. The issue is now in the...
  • Post in thread: Terrible Signature Solar / EG4 18Kpv Experience - Returning and Replaced with Sol-Ark 15k

    @Watts Happening I really hate that things didn't turn out better here. I commend you and Markus both for trying so hard to get things going. After doing some digging into the situation I've ended up with more questions than answers really and I can assure the entire forum that we will be...
  • Post in thread: Signature Solar disappointing service

    I agree that Asymair95's issue took much longer than it should have. When the battery arrived at his location with a dent, he was uncomfortable doing any testing whatsoever with the battery to determine functionality, which is perfectly understandable. So we sent over a shipping label so that...
  • Post in thread: EG4 6500EX Lights flickering

    It's being looked into. We're seeing it happen mostly with very little load and level out as the loads increase. Working with manufacturers to find a resolution to these issues.
  • Post in thread: Signature Solar Misrepresenting Victron Equipment

    Unfortunately Robbie has had an axe to grind with Signature Solar long before I started here. If there is a post involving a mistake that SS made he is very quick to hop in and blow it up. I don't know exactly what happened to start this and really don't care at this point. It's become...
  • Post in thread: Eg4 Lifepower4 battery is ticking on start

    Didn't have all the information at the time. Once we found out the batteries were LL that was no longer an option. We resolved this issue and are going to get him a working solution. Just like we did with Sten. And hundreds of other issues ranging from large to small week in and week out. I'm...
  • Post in thread: RESOLVED: EG4 6500EX and 6000EX Lights Flickering FIRMWARE

    Here is the update procedure. Follow this exactly and you should not have an issue.
  • Post in thread: Signature Solar disappointing service

    We have ZERO affiliation with Atlas. We insisted that he remove the video he made in our facility. We are not now or will we ever be attached to that company in any way. That was an unscheduled, unexpected drop in.
  • Post in thread: Signature Solar Two Hours On Hold Just To Buy an Item!

    I don't mean to minimize the situation, because you're right. 30 min is far too long. Less than 5 min is the goal for a wait time. Can't hide from the fact that we get our calls in big waves and need to do a better job of keeping up. We're actively expanding the team to try and prevent these...
  • Post in thread: EG4 new AIO rated 12K output and 18kPV aka "EG4-18Kpv-12LV"

    Can confirm he has only ever had 3 units that were purchased through a different company. He has never personally purchased, reached out, or asked for a quote for any units whatsoever.
  • Post in thread: EG4 6500EX Lights flickering

    Our head of R&D is in Taiwan right now trying to find a solution to the flickering issue.
  • Post in thread: Signature Solar Two Hours On Hold Just To Buy an Item!

    I get it, I absolutely understand this concern. I'm not going to make excuses for the phone not being answered, none of them would be any good anyway. The focus has been on Tech Support of late so we can improve after sales support, we've made some hires and are solving problems at a greater...
  • Post in thread: Signature Solar Misrepresenting Victron Equipment

    Nailed it. It was an honest mistake by the marketing team. No one on that team had ever seen a unit measured in VA and it becomes second nature to list items in W. When this thread popped up and brought the issue to our attention it was changed on our website in less than 10 min. Since this...
  • Post in thread: Signature Solar Misrepresenting Victron Equipment

    This is actually incorrect... Only the product description next to the picture of the unit was wrong. Data sheets were all posted directly from Victron, as is required by the victron agreement. For example, Northern Arizona Wind & Solar has 15000 Watt posted on the product description but the...
  • Post in thread: EG4-LIFEPower4 is NOT UL listed

    Here is the UL certificate of compliance for the Lifepower4 Battery. Could you let me know which Customer Service agent you spoke with so I can make sure they have the most up to date information? @Trixs
  • Post in thread: Signature Solar should I even bother

    Thank you for your honest feedback. Your frustrations are completely warranted here, I am taking ownership of the issue and am going to be 100% dedicated to making the customer experience with Signature Solar a positive one. I don't want to sit here and make excuses that you've all heard in the...
  • Post in thread: Has Richard from Signature Solar Left The Company?

    He and his family had an opportunity in a different state. He left on good terms and will certainly be missed.
  • Post in thread: Terrible Signature Solar / EG4 18Kpv Experience - Returning and Replaced with Sol-Ark 15k

    The 10.11 fw blocks all backfeeding and resolved the issue in all of the other units that have reached out. The only time any is present is during surges, same as any other hybrid inverter. Fully acknowledge that your unit has issues. But I stand by my statement, that you are the only person to...
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