EG4 48v 25a Battery Charger Update

RichardFromEG4

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@RichardfromSignatureSolar, I know everyone seems to be pointing out some of shortcomings of SS we’ve experienced, I want to says thanks for coming on here and being willing to take some heat. I also have had a positive experience with SS customer service this last week. I called Alexis and explained to her that neither of my 5000es units came with parallel cables and I just discovered this as I’m trying to finalize my install. She said they were back ordered on a slow boat from China, but took the time to walk around the shop and swipe a pair from your test bench and send them to me!! I am very grateful for that kind of effort after spending 17k. Thanks
Glad to hear it, Alexus is great. Don't hesitate to reach out if you need anything from me.
 

RichardFromEG4

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Unfortunately, the Customer Service at SS is singing a different tune:
"Due to miscommunication between the manufacturer and us we will no longer carry the 48V 25A chargers. I do apologize for this inconvenience.
With that said, we have 2 solutions you can choose from.
1) Keep the 48V 18A chargers, we will issue you a refund for the price difference.(48V25A$259.99 - 48V18A$199=$60.99) On top of that we will issue you a $50 credit to use on a future purchase.
2) Return the chargers and receive a full refund less the shipping cost to you."
@RichardfromSignatureSolar
Update to this: Today was my first day back at the office, and I've talked with my support team. There were a few people who submitted the refund request and an employee had misread the statement. She was corrected later, but a few people only received partial refunds. I personally have verified @TEV will receive the correct refund amount and anyone else who didn't receive the correct amount back. If you feel that you did not receive the correct fix on this, please PM me directly and I will handle it. Thanks!
 

RichardFromEG4

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Just to clarify, because my customer service team has been getting some emails from people regarding this. We currently only have 2 solutions to this issue, as we have not been able to guarantee a suitable 100% replacement with a unit that outputs 25a.
1. You can keep the charger that you have that is only outputting 17-18a and get a PARTIAL REFUND for the difference in the cost of the unit.
2. You can return the charger, and receive a 100% refund INCLUDING RETURN SHIPPING of the unit.
 

Jack Rabbit Off Grid

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Just to clarify, because my customer service team has been getting some emails from people regarding this. We currently only have 2 solutions to this issue, as we have not been able to guarantee a suitable 100% replacement with a unit that outputs 25a.
1. You can keep the charger that you have that is only outputting 17-18a and get a PARTIAL REFUND for the difference in the cost of the unit.
2. You can return the charger, and receive a 100% refund INCLUDING RETURN SHIPPING of the unit.
can I wait until you can verify there will be no 25amp replacements? I would really like one but if it isn’t going to work then so be it. Also I think my charger may actually be defective. Sometimes it won’t turn on For up to 30 min. it Also shuts off at 54.4v. So if I am unable to replace it with a 25amp I may have to exchange it for another of the same And a credit.
 
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RichardFromEG4

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can I wait until you can verify there will be no 25amp replacements? I would really like one but if it isn’t going to work then so be it. Also I think my charger may actually be defective. Sometimes it won’t turn on For up to 30 min. it Also shits off at 54.4v. So if I am unable to replace it with a 25amp I may have to exchange it for another of the same And a credit.
There is no time limit (to my knowledge) for this process at this time as we are still trying to make sure everyone has a chance to make a decision that works best for them - and we might have a replacement at some point in the near future - but currently we don't have one lined up so I am hesitant to say we will for sure have a 1:1 replacement without knowing for sure.
 

Rustic

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I purchased my 25 amp charger early November 2021. It was an 17 amp charger from the beginning. Glad the company is stepping up, I'm going to keep mine, probably won't even deal with getting a partial refund. All this depends on the warranty situation for those who choose to keep them. It sounds like if a failure happens we would be SOL. What is the companies preference, everybody return them for refunds or deal with potiential warranty hassles for 5 years for a discontinued product?
 
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Roger Harding

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This explains why I am only seeing 927 watts on my Victron shunt. I am not that upset, as it charges very well, I just wish I could have had full power, especially now that my system will be 36kWh. Do these parallel well? I may be interested in simply receiving a discount to buy an additional 25a model when they become available if so.
 

RichardFromEG4

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I purchased my 25 amp charger early November 2021. It was an 17 amp charger from the beginning. Glad the company is stepping up, I'm going to keep mine, probably won't even deal with getting a partial refund. All this depends on the warranty situation for those who choose to keep them. It sounds like if a failure happens we would be SOL. What is the companies preference, everybody return them for refunds or deal with potiential warranty hassles for 5 years for a discontinued product?
It'll probably be a case by case review in the end after some period of time. I think that timeframe will be fairly long, and in the end everyone will likely qualify for the partial refund at the least. To my knowledge the warranty period is unaffected by this.
 

RichardFromEG4

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This explains why I am only seeing 927 watts on my Victron shunt. I am not that upset, as it charges very well, I just wish I could have had full power, especially now that my system will be 36kWh. Do these parallel well? I may be interested in simply receiving a discount to buy an additional 25a model when they become available if so.
Yep, no issue with paralleling these to my knowledge. We are still working with the manufacturer and others to try and get the 25a version, but at this time we don't have a solid import date.
 

Rustic

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This explains why I am only seeing 927 watts on my Victron shunt. I am not that upset, as it charges very well, I just wish I could have had full power, especially now that my system will be 36kWh. Do these parallel well? I may be interested in simply receiving a discount to buy an additional 25a model when they become available if so.
I feel the same, this is a backup to my Growatt paired with another inverter. 2 is one, 1 is none
 

Jack Rabbit Off Grid

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I feel the same, this is a backup to my Growatt paired with another inverter. 2 is one, 1 is none
Same here. I bought mine as a backup for my Magnum. Glad I did because the Magnum charger hasn’t worked from day one. I like the idea of the all in one units. but not the idea that if one out of the three parts quit working then the whole unit has to be sent in for repair. The boat I’m in now with my Magnum.
 

Rustic

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Update to this: Today was my first day back at the office, and I've talked with my support team. There were a few people who submitted the refund request and an employee had misread the statement. She was corrected later, but a few people only received partial refunds. I personally have verified @TEV will receive the correct refund amount and anyone else who didn't receive the correct amount back. If you feel that you did not receive the correct fix on this, please PM me directly and I will handle it. Thanks!
Not sure what's going on but I received an email from you guys today. This line popped out at me. Is this a store credit or an actual refund going forward?
"We would like to offer a credit to your customer account for the difference in price + $50.00 for the inconvenience."
 

SniperX

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Apr 1, 2021
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Not sure what's going on but I received an email from you guys today. This line popped out at me. Is this a store credit or an actual refund going forward?
"We would like to offer a credit to your customer account for the difference in price + $50.00 for the inconvenience."
I got the same email and that was my first one.....I don't want credit to my account. I want the full refund back to my card.
 

RichardFromEG4

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Hey everyone: Just to clarify, because the email going out has confused a few people and maybe the wording could have been more clear. The email sent out was in addition to what was stated earlier - we have added another option.
YOUR OPTIONS:
1. Return the charger. We will pay shipping and refund the original charge of the charger back to you.
2. Keep the charger. We will offer a STORE CREDIT for the difference in cost between a 25a charger and 18a charger, PLUS an additional $50.
3. Keep the charger. We will offer a REFUND for the difference in cost between a 25a charger and 18a charger. NO ADDITIONAL CREDIT.

Hope this clarifies the options.
 

speedsenft

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Mar 25, 2021
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Hey everyone: Just to clarify, because the email going out has confused a few people and maybe the wording could have been more clear. The email sent out was in addition to what was stated earlier - we have added another option.
YOUR OPTIONS:
1. Return the charger. We will pay shipping and refund the original charge of the charger back to you.
2. Keep the charger. We will offer a STORE CREDIT for the difference in cost between a 25a charger and 18a charger, PLUS an additional $50.
3. Keep the charger. We will offer a REFUND for the difference in cost between a 25a charger and 18a charger. NO ADDITIONAL CREDIT.

Hope this clarifies the options.
I assume we need to respond to the email with our desired option?
 

RichardFromEG4

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You guys must be pretty swamped with this? I emailed last week and haven't heard anything back.
Not specifically swamped with this issue - just a general "BUSY AS ALL GET OUT" due to a full website redesign (seriously, give me some feedback on the new site, my team and me have busted our butts on it!) and all the other craziness that comes with being a solar company right now. Send me your info and I'll see if I can get you an update.
 
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