A company that is selling their products as fast as they can make them and has an overwhelmingly large percentage of happy customers isn’t going to waste someone’s time on edge case issues. It may turn around and bite them, but given the issues their competition has - i doubt it.
Batrium-experiences...
- Thread starter RP67
- Start date
Let agree to disagree!
That is like saying you bought and it doesn't work properly tough luck as I have a shit ton of customers in the wings. If I came out to your home and fix your range and then it would just stop and every now and then, you would expect a working range that you paid for? I would respond I am too busy to trace down your intermittent issue...I'm just too busy to get to your problem. I have refunded many a customer their money because I could not fix the issue. You paid me to fix your product and I didn't. No different than purchasing a product and it does not work. Its the companies that take care of the "edge cases" is the company I and many others want to do business with.
And it looks like Batrium are happy to let you do business with them.
I suspect their strategy in the field they are operating in will remain successful.
I can see that there are a few that are unhappy, i’m another customer that moved to a different BMS as the Batrium was too complicated for me.
There is a sweet spot in business - it’s often the case where 5% of your resources will satisfy 95% of your customers. You are better off this way than spending 95% of your resources satisfying 5% of your customers.
I certainly see your point, happy to agree to disagree on this one.
Thanks for adding your thoughts, apart from I mainly agree with both of you, I'm still disappointed, and given the fact Batrium is pretty much one of the most expensive solutions, I would expect slightly more enthusiasm to resolve the issues what customers might have. Perhaps sending replacement items for no extra shipping charge (even with the cheapest shipping method), and simple, inexpensive gestures what makes the premium paying customer better, and revitalize the feeling: "Yes it is worth it".
No doubt about there is plenty of happy Batrium user around, and I guess a bunch who didn't even noticed the issue which is listed in this thread, or simply don't bother to try to sort it out. Perhaps some of them like toms, believe they were not smart enough to set up properly and moved to a different brand. Either way ignoring issues, complains has several different reason, like unproficiency. Unfortunately asking premium price for a product is not quite as simple as picking up components, throw them on a pcb and linking several command line together. With no disrespect that's what most small company does especially in the close vicinity of the source of the cheap hardware (we all know where it is). Running a long lasting enterprise is pointing way further than having basic understanding of electronics.
How about offering open source software option? Just a thought...
No doubt about there is plenty of happy Batrium user around, and I guess a bunch who didn't even noticed the issue which is listed in this thread, or simply don't bother to try to sort it out. Perhaps some of them like toms, believe they were not smart enough to set up properly and moved to a different brand. Either way ignoring issues, complains has several different reason, like unproficiency. Unfortunately asking premium price for a product is not quite as simple as picking up components, throw them on a pcb and linking several command line together. With no disrespect that's what most small company does especially in the close vicinity of the source of the cheap hardware (we all know where it is). Running a long lasting enterprise is pointing way further than having basic understanding of electronics.
How about offering open source software option? Just a thought...
sunshine_eggo
Happy Breffast!
I think I'm as happy as I am is because I bought a WM5/MM8 about 2 months before the Core unit was released. The WM5 had some years of "in the wild" for bug fixes.
400bird
Solar Wizard
Haha, our WM5 and MM8 might have come out for the same batch!
I was really bothered that I missed out on the new hotness, maybe less so after reading some of this stuff.
Later when I needed 2 more MM8's they had to run a special something because they were not expecting to sell any more.
I was really bothered that I missed out on the new hotness, maybe less so after reading some of this stuff.
Later when I needed 2 more MM8's they had to run a special something because they were not expecting to sell any more.
sunshine_eggo
Happy Breffast!
Once I get my MM8 online with the WM5, I'll have 46kWh. My source for these batteries has dried up, so I'll have to start over if that's not enough... 
Batrium agreed to replace after I forwarded the emails from Maxine showing it was doa. Batrium support responded and said the daughter board was not working and they would not replace it. This is shite support, I could have ordered another board if I had know when I paid for the defective core to be returned. But they never once mentioned they were only returning 1/2 of what I had paid for.
Clowns ? but typical.
It seems to be my problem is sorted, but they have nothing to do with that, in fact they have no idea how CAN bus comm works...
Solution: Replaced my Sungrow inverter as it was not quite the right size and capacity for my needs. New inverter is a Deye Sun 8k unit. As soon I wired up and connected the two units, communication were established and seamlessly running in the past two weeks.
Conclusion: In order to figure out what is/could be the difference, the only thing I could point out is the missing ground (CAN ground) on the Sungrow unit. There were only CAN-H and CAN-L terminal, and I presume (no documentation regarding this at Sungrow, and they were unable to answer my question via phone) there is a common ground connection for the CAN and the battery system which is not marked and obviously I did not discovered until now. The lack of reference, the communication could jam during certain conditions which even leads to the "lockup" of the entire BMS.
During the fault finding period (zoom meeting) with Batrium, I sent pictures of both end of the comm line, and for my question whether the ground is important or not , due to the missing terminal on the inverter, the answer was a definite "... this thing has nothing to do with any of the issues...".
To be fair, I'm still not 100% convinced, as I had experienced "lockups" when the CAN was disabled back then... so I'm nervously calling the issue resolved.
sunshine_eggo
Happy Breffast!
Have to agree that they have no clue. Their Victron integration instructions are completely wrong and have been so for at least 3+ years.
That is great you got it working hopefully, I just posted this for others to see. The new
support person made the experience very frustrating and costly. I'm going to look into alternatives
to see if their are any similar products as I do not want to work with them any further if possible.
Very new to solar but started purchasing items, not sure of the final specs of the whole system.
Took about 4 hours to get down to the basement and pull the power cable but its finally done and setup. Then took the time to rearrange the panels to get the needed room for the new inverters and now have lots of space.
diysolarforum.com
jfrancisco86
New Member
Hola tengo el mismo problema con watchmon core y k9... se congela. ¿Alguna solución que no sea cambiar el inversor hoy? ¡Gracias!
jfrancisco86
New Member
Hello, I have the same problem with watchmon core and 2ud k9... it freezes. Any solution other than changing the inverter today? Thank you!
I have been in touch with them and sending them info regarding the problem. So far, no solution. They keep on sending firmware updates that does not resolve the problem.
jfrancisco86
New Member
Ok, thank you very much for the information
I sold my system now, but the last month of use I have disabled WiFi to run it. That means no monitoring whatsoever, but at least I had no issue caused by the sudden stops. Try this but it will take a key feature away. Still can't feel they really up to the challenges (Firmware or costumer care).
That’s a shame, I have one of Batriums earliest BMS, it seems that in the quest to provide a solution to every application they have introduced quirks in some areas that are unpredictable.
It appears they are working on the customer experience more these days with extra staff and dedicated forum, it will be interesting to see how they fare moving forwards.
