Most reacted posts

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.

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...

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...

If you would DM me your email address I will find out why we dropped the ball so many times on this.

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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...

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...

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.

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...

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...

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...

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...

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...

@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...

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...

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.

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...

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...

Here is the update procedure. Follow this exactly and you should not have an issue.

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.

Last year I posted here supporting solar sovereign. Unfortunately I need to redact that statement moving forward. Although I still respect and admire Ashton, things seem to have gone off the rails there in recent months. They are no longer supported by S2 or EG4.

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...

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.

Our head of R&D is in Taiwan right now trying to find a solution to the flickering issue.

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...

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...

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...

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

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...

He and his family had an opportunity in a different state. He left on good terms and will certainly be missed.

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...

If you would post the settings you have programmed you will get the help you need here. There are several people on this forum that have a strong grasp on how these systems work. All of the issues you have listed are settings related so sharing those rather than just stating they are all correct...

It was connected and flickering before the update then it stopped when we flashed the update. That's all we could base it on. But our techs made some serious mistakes in his process, which is our bigger concern in this case. I looked Gavin's issue over again and I think he was treated unfairly...

In looking at your post, I think I might be able to help. First question would be, what do you have programmed for setting #1? If you switch that setting to SBU, it will not use your utility power until the batteries fall below your settings. The EG4 setting in setting #5 will give you the comms...

We will include a link to the technical documentation when we post the video. Many of the stakeholders in this project are home today and tomorrow due to the winter storm we're dealing with. But this issue is one of our top priorities and will be addressed as soon as possible. I will let you...

If you're looking for another job let me know lol. Need someone like you to respond on the forum! ?

He does. He's probably the authority on the 18kPV as far as the forum goes. I doubt there is anybody here with more time in front of the unit.

I appreciate you saying that. But he's right, I should have just said we fixed it and moved on. I got caught up in it and got too defensive over the insinuation that SS was intentionally misleading people.

There is a monitoring app that will be available on the Google play and Apple stores that will give you full visibility

We are going to need photographic evidence. This could be anyone who doesn't want people to find out that Richard got the Luca Brasi treatment.

I do understand this opinion. But you have to realize, not everyone that has "DOA" equipment is as knowledgeable and skilled as the well informed users that are on this forum. We deal with people every single day that claim to have a DOA unit then after 10 min of troubleshooting everything is...

Send me your email address on a DM. Let's talk about some options and work something out you can be happy with long term.

I just looked into what is going on with this situation. It looks like our system pulled the tax during the process of crediting your account. I will personally make sure that the remainder of your cost is returned to you right away. I apologize for the inconvenience

Our goal is to get better everyday and to resolve issues as efficiently as possible. I know there are issues that fall through the cracks and one of the main reasons i come to the forum is to try to catch things that have been missed. We're human and we make mistakes. I know that is always going...

@TomH fwtx has actually had his issue resolved. We worked together to get his issue taken care of. I made him a video to follow and it fixed his issue. There was a loose connection behind the faceplate that he was able to secure himself. It was unfortunate that he had this problem, but we stayed...

There have been major changes in the way we handle these situations. We have different systems in place and we are much more respectful of the customers time with the new method. I'm not saying that because it's in the past that it doesn't matter. I'm saying that we acknowledge that there were...

It was unknown at the time that the fw update was needed for these units. We've spent the past two days flashing this new firmware on all of the units we have in stock. And still have many more left to go so we don't continue to have to inconvenience our customers with fw updates

Looking good! What are you doing next weekend ?