It seems to me that the input and output neutrals are tied together no matter what.
- When in pass-through mode, the two neutrals are tied together using the internal relay of the internal bypass switch, so that is not an issue.
- In battery mode, the output neutral gets tied to ground and the input neutral is already tied to ground so they are tied together through the ground wire.
Because of this, I am struggling to figure out how a common neutral layout is a problem. That leaves us with three options.
1) Assume they don't know what they are talking about and do it anyway.
2) Push back on the company till we get some clarity. (I have tried and given up)
3) Follow their instructions.
I am not really willing to say the manufacturer is wrong, but the first option is not as preposterous as it sounds. It could be that we are hearing from poorly trained support folk that has not taken the question back to engineering. In this scenario, the safe answer for the support staff is "NO". That way they can not be blamed if it is a problem. (This kind of thing has happened to me before, particularly when working with the US support staff for a Chinese company.)