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Any recent experiences with Renogy?

SailCS33

SailCS33

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Feb 16, 2020
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Last week purchased 50 watt panel from Renogy directly from their website. Order got updated on Monday that it was shipped with FedEx tracking number with ETA for yesterday (Friday). But actually it was never shipped as the tracking number never showed up in FedEx system and I never received it. Tried calling them, 1h 50m onhold and a lady told me it was picked up by FedEx Tuesday (not monday like their website says), I dont see how this can be the truth. Opened customer service ticket last week which never got any reply. Also, last week I tried to request a refund and that too never got any update. I am now asking my credit card company to step in to resolve this.

I havent bought anything else recently but couple of years ago I bought few panels and a controller and everything was fine then. Seems like something happened to that business recently. Has anyone bought anything from them recently??
 
I purchased the BT-2 module and have the same issue, got an email saying i was shipped on Monday but the tracking number is still not active.
 
If FedEx doesn't properly scan the item when accepted, it will never initiate the tracking process, which is very common with FedEx around here. You will probably receive it soon. All these large companies have cut way back on staff and blame Coronavirus, so service is lacking.
 
Sounds awful, not knowing whether something is actually happening or not - in limbo ?
 
I have in the past had some less than pleasant experiences with Renogy. I simply quit buying from them.
I really dislike when a company tells you your item has shipped when in reality only a label has been created in their cyber shipping account. It could sit for days before the shipping company actually picks it up and scans for transport.
I realize shipping companies make mistakes but in my experience living in a rural area and doing much of my purchases buying online
Tracking will 99% of the time give an accurate pickup time and scan when it is moving within the delivery system.
They seem to alway blame the shipper in a very scripted excuse.
Creating a label is not the same as item shipped and is not being honest.
“The check is in the mail” ?
 
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I'm in the freight industry. I'm sure FedEx drops a trailer and Renogy fills it up. FedEx probley doesn't pick it up a day or two later after its full. The driver signs a master bill of lading and FedEx doesn't unloaded it 2-3 days later. Plus unless you pay for next day or 2nd day freight it will be a week or so...
 
I bought my Renogy 300W panel through HomeDepot. Picked it up from the local store. Very nice way to do business, and a competitive price too.
 
Renogy has a bunch of country specific sites, which one we talking about?
If its Canada this is not the first report.
 
So my biggest concern is beyond this particular shipment. If the company is barely existing then their warranty isn't worth anything. What other company can you guys recommend for flexible solar panels?
 
Just got done with a 2 month long debacle with Renogy. As it was with yours, my order via Amazon and serviced by Renogy was marked as shipped within 24 hours, to arrive June 2nd. No panels. I wait an extra week, no panels. I call and am on hold a good while then, disconnected. Email to support, no reply, email through Amazon, no reply. A month after ordering, I finally request a refund. Amazon says they will decide in 7 days maximum. 7 days pass... 8 pm on the 7th day I finally get a reply from Renogy. My order was mishandled and never was shipped, but they can re-enter my order and re-ship if I want. I tell them I’ll accept 2 day shipping or a refund. Shocker... No reply. Amazon also doesn't meet their deadline, so in 14 days I contact them. At least I get a person. Promises 2 to 3 day resolution. Another shocker... doesn’t happen.

So finally, in frustration I contact the company president directly. Not shockingly, I get a long email from customer support apologizing for the mess, blamed on short staffing due to Covid, and an offer to send a free cable set. That‘s right, a free cable set to connect the panels I paid almost $1500 for and never received. I have a complete solar build, with no panels, but I’d sure have some nice cables.

Long story short, a week shy of 2 months since I ordered the panels, a refund is in the works. The check will likely get to me right about that 2 month mark. I will buy panels then.

Renogy has identified where the order went wrong and offered a discount on my next purchase. They say they are making changes to assure this sort of thing is minimized. I’m not an unforgiving person, and I hope everything works out and they get it right. This has been one of the worst example of “customer service” I've personally experienced. If it were my company and I knew my mistake had put a customer in this situation, I’d have done whatever it took to see that customer got panels and was happy with them, even if I lost money doing it. That would be real customer service, but it didn’t happen. I wish them the best, and hope they get it sorted. It seems they have a good product. They’re making plenty of money, doubling orders recently. Now, if they can just start thinking about customer service from the customer’s side, they might have something!
 
RickP said:
Just got done with a 2 month long debacle with Renogy. As it was with yours, my order via Amazon and serviced by Renogy was marked as shipped within 24 hours, to arrive June 2nd. No panels. I wait an extra week, no panels. I call and am on hold a good while then, disconnected. Email to support, no reply, email through Amazon, no reply. A month after ordering, I finally request a refund. Amazon says they will decide in 7 days maximum. 7 days pass... 8 pm on the 7th day I finally get a reply from Renogy. My order was mishandled and never was shipped, but they can re-enter my order and re-ship if I want. I tell them I’ll accept 2 day shipping or a refund. Shocker... No reply. Amazon also doesn't meet their deadline, so in 14 days I contact them. At least I get a person. Promises 2 to 3 day resolution. Another shocker... doesn’t happen.

So finally, in frustration I contact the company president directly. Not shockingly, I get a long email from customer support apologizing for the mess, blamed on short staffing due to Covid, and an offer to send a free cable set. That‘s right, a free cable set to connect the panels I paid almost $1500 for and never received. I have a complete solar build, with no panels, but I’d sure have some nice cables.

Long story short, a week shy of 2 months since I ordered the panels, a refund is in the works. The check will likely get to me right about that 2 month mark. I will buy panels then.

Renogy has identified where the order went wrong and offered a discount on my next purchase. They say they are making changes to assure this sort of thing is minimized. I’m not an unforgiving person, and I hope everything works out and they get it right. This has been one of the worst example of “customer service” I've personally experienced. If it were my company and I knew my mistake had put a customer in this situation, I’d have done whatever it took to see that customer got panels and was happy with them, even if I lost money doing it. That would be real customer service, but it didn’t happen. I wish them the best, and hope they get it sorted. It seems they have a good product. They’re making plenty of money, doubling orders recently. Now, if they can just start thinking about customer service from the customer’s side, they might have something!
Click to expand...

I agree but then what other company solar panels would you buy knowing they will stand by their product years after if you need warranty?
 
SailCS33 said:
I agree but then what other company solar panels would you buy knowing they will stand by their product years after if you need warranty?
Click to expand...
I appreciate your thoughts on it. But when a company gives you poor service when you‘re trying to spend money with them, what hope should you have for warranty service when they have to do it for free? My experience can only lead me to believe I’d get less service, if that’s even possible.

I don’t honestly know whose solar panels I’ll buy. The best I think I can do is buy them from a local vendor who might help me out with issues. That‘s my plan at the moment.
 
Customer service is what makes a company’s reputation. Big or small. Expensive components or bargain components. CS is CS.
Most work hard for the $ to buy into solar and electronic habit we all have.
A business based in the USA and N America giving poor customer service is clearly a giant red flag on any sort of warranty issue you may think is solid.
Big long established companies do exist that live by their customer service (ie: Samlex, Overkill and I’m sure there are others) They know how they got where they are. (old school)
We mostly expect poor customer service from overseas sales.
At least the excuse is time zones and distance.
That’s just my $.02 on reasonable customer service. ✌️
 
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Just to follow up on my email from Saturday. I got an email from Renogy last Monday saying that my BT-2 shipped with a tracking number. The number never went active on FEDEX but my product was delivered today.

Louis
 
lmwilco1 said:
Just to follow up on my email from Saturday. I got an email from Renogy last Monday saying that my BT-2 shipped with a tracking number. The number never went active on FEDEX but my product was delivered today.

Louis
Click to expand...
So Renogy did their part. The issue was with FEDEX tracking. Thanks for the update.
 
I have ordered from Renogy 5-10 times: batteries, charge controller, inverter, cables, battery monitor. Everything was delivered promptly with no issues. A charge controller terminal screw broke after only a few uses, but they sent me a new one promptly after I shipped the old one back. This was all pre-Covid though and I haven't order anything from them in over six months.
 
lmwilco1 said:
Just to follow up on my email from Saturday. I got an email from Renogy last Monday saying that my BT-2 shipped with a tracking number. The number never went active on FEDEX but my product was delivered today.

Louis
Click to expand...
Spent 2.5 hours on the phone with them today. They're refusing to give me my money back saying that they will process refund only after they will receive the panel back. My panel hasn't showed up yet (full week) but the FedEx number they provided is still not in the system. I'm VERY sceptical this is FedEx issue. I think they are skimming and flying by the seat of their pants. Whether it is stock related or shipment processes. Unfortunately I will never be confident this company will warrant their products going forward.
So far I've opened charge dispute with the credit card company and submitted better business bureau complaint. Whichever one of these venues will result in me getting my money back will be fine and that will be the end of my relationship with Renogy.
 
They’re having issues, no doubt. I do sincerely hope they get them fixed. No one benefits from another solar company going under due to poor management or customer service issues. I’m hoping to get my refund this week from a purchase in May.

I’ll give them a while to get it sorted and follow their reviews here and elsewhere. Perhaps I’ll give them another shot in the future.

Keep in mind that dissatisfied customers are a lot louder on line than satisfied ones, so they are likely getting most orders to people on time or close to it. But there is certainly enough smoke in the air to know there is a fire or two they need to find and put out... more so than normal. Again, I’m pulling for them to get it right and move on. We need as many options out there as we can have!
 
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