I am on the 'installer team', although that isn't doing me any good. I had an electrician here yesterday connecting a load panel for my 6000XP, which is already connected to my solar array and keeping my battery charged. He had a question on something, and I called in trying to get to someone. I was then told that we can't call the strategic team, we have to email them, and they will contact us back. Bizarre. I call in and speak to regular tech support, and he was very nice, but couldn't help. He informs me I really need to speak to the strategic team, and that the one that has been assigned to me is available and he gave me his direct line, and to call him right then. I call, no answer. No call back. Finally this morning I get an email response, 'What can I help you with?' Gosh. Well my electrician comes back today, and again, something is incorrect and we have a question. I email the strategic team, and my person, no response. I'm extremely embarrassed telling this electrician that we have a special team that helps us, that we can literally never reach or speak to. I just reached out directly to EG4, and he promptly responded with an email telling me that they reached out to the strategic team to contact me, and if they don't, let him know. That's fabulous to get such a fast response, but my electrician is gone now. So what I'm concluding to is, the strategic team is untouchable and you will never be able to get your questions answered in real time because they can take up to 48 hours to respond. Am I off base?
How in the heck does anyone get tech support from Signature Solar?
- Thread starter DioRox
- Start date
sunshine_eggo
Victron's little biatch
beat me to it.
SignatureSolarJess
Customer Experience Excellence Ambassador
- Joined
- Nov 21, 2022
- Messages
- 893
Thank you for tagging me!
@DioRox I'm so sorry you've had this frustration! It does sound like the team has already identified you but if you wouldn't mind sending me your information so that I can confirm they have the right person, the team will be reaching out to you to schedule a call and coordinate to ensure everyone can be present for the call.
@DioRox I'm so sorry you've had this frustration! It does sound like the team has already identified you but if you wouldn't mind sending me your information so that I can confirm they have the right person, the team will be reaching out to you to schedule a call and coordinate to ensure everyone can be present for the call.
marionw
Solar Wizard
"https://diysolarforum.com/' is not mentioned in any user manual as the means to get technical support for equipment purchased from signature solar or EG4. It is extremely poor business practice to NOT provide technical support for equipment sold (not necessarily in a few hours). @SignatureSolarJess or @EG4TechSolutionsTeam are not a substitute for direct customer support. To place @SignatureSolarJess or @EG4TechSolutionsTeam in the middle of what should be a simple support process to me is unacceptable.
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Brucey
Emperor Of Solar
What does it take to get on this "installer team"? Minimum qty purchased I e. targeted at installers? Though it doesn't sound like it provides any actual value in your experience.
I just provided my number for the 3rd time and am awaiting a call. Is this what needs to happen every time? A coordinated planned time for a call? I'm honestly wondering how to get tech support in the future. I'm wanting to know from everyone how they've obtained it, what methods, etc. Yes they are going to call me today (hopefully) but in the future, what is the best method? And are there any SLA's? (Service Level Agreements) So if we request help, it could take up to x amount of days to hear back...?
There are links all over their website to join it.
Brucey
Emperor Of Solar
Don't take this the wrong way but you aren't going to get that level of support from sig solar. If your AIO needs warranty work you have to ship it back to Texas and they'll ship you a replacement. Chances are that will be weeks.
You need to look at vendors that have a reputation for support. Like Current Connected. And potentially go with equipment from Midnite Solar (where you can call Arlington, Washington and talk to a knowledgeable support person directly).
Some vendor representatives volunteer (or are voluntold) their time in this forum. I agree that it is not an official support venue. But being here says that they care about DiYers, and about their reputation. This is common practice in some industries, and I am glad to see SS/EG4 here. Sometimes public airing of an issue can get things moving.
In the days of UseNet News (social media before social media), I was in @SignatureSolarJess position but also offering unofficial tech support for my company.
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42OhmsPA
What's in a title?
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Brucey
Emperor Of Solar
Oh this one? Looks like it's designed for resellers? How many installs do you do?
It does need to be updated where it talks about live phone support tho if installers have to do email to strategic support.
Brucey
Emperor Of Solar
For good or bad this is the way to bypass the support tree shenanigans and hopefully get an expedited response. For the poor folks who don't know about diysolarforum...they are the ones we should really feel for.
SignatureSolarJess
Customer Experience Excellence Ambassador
- Joined
- Nov 21, 2022
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- 893
Things spill over but i'm so glad to be here to help in these circumstances.
I understand. I've sent you a DM, we will get you taken care of! It is however best, especially when using an electrician with a time resraint to coordinate a scheduled call in advance.
cs1234
Solar Wizard
- Joined
- May 9, 2022
- Messages
- 3,434
I can't even fathom how people doing their own DIY solar work haven't found this forum and come to it.
SignatureSolarJess
Customer Experience Excellence Ambassador
- Joined
- Nov 21, 2022
- Messages
- 893
Signature Solar Partner Program
Discover a wide range of solar products including complete kits, panels, inverters, batteries, and system components. Join our Partner Program for exclusive benefits!
signaturesolar.com
marionw
Solar Wizard
"that they care about DiYers". Are you sure or is it just a Texas Two Step. Maybe this forum can find out of all the issues concerning signature solar support that were then passed on to @SignatureSolarJess or where she supposedly go involve actually resulted in signature solar support or the customer just moved on or solved the issue on their own.
Well, I doubt it is a Texas two step. As I said, this type of engagement is common practice in some industries. I doubt they can satisfy all questions here. Neither could I when I was doing this type of work.
Well I'm up and running, although we have no idea what the problem was.
A tech enabled the bonding feature a couple weeks ago on my inverter. Okay fine.
Then my electrician connects my subpanel, and does not bond it. So we were wondering if the main panel it's coming from is bonded, and it's creating confusion for the inverter. Because the moment we would turn on the breaker to back feed, we would lose our voltage at the breaker. So, I asked the tech to disable the bonding feature remotely on my inverter, then I flipped the breakers back on and it worked. I was ecstatic. Then the tech said that the setting change he did, didn't actually hold, and it reverted back to enabled, but, everything stayed on, so? It's a mystery.
Prior to my electrician leaving, we had flipped the breakers and tested about ten times, so I really don't think I did anything magical on my own to get it going. He was not here when I speaking to the tech. At any rate, it's working. Thank goodness.
A tech enabled the bonding feature a couple weeks ago on my inverter. Okay fine.
Then my electrician connects my subpanel, and does not bond it. So we were wondering if the main panel it's coming from is bonded, and it's creating confusion for the inverter. Because the moment we would turn on the breaker to back feed, we would lose our voltage at the breaker. So, I asked the tech to disable the bonding feature remotely on my inverter, then I flipped the breakers back on and it worked. I was ecstatic. Then the tech said that the setting change he did, didn't actually hold, and it reverted back to enabled, but, everything stayed on, so? It's a mystery.
Prior to my electrician leaving, we had flipped the breakers and tested about ten times, so I really don't think I did anything magical on my own to get it going. He was not here when I speaking to the tech. At any rate, it's working. Thank goodness.
Well I spoke to soon. Suddenly, I lost my power. No idea why, my battery was still at 90%, and my array was producing still. Minimally, but producing. I didn't have a lot of load connected and nothing had changed when I lost power. The inverter didn't shut off itself, but I switched back to grid. I don't know where to begin to look really, since it was working and then no changes, battery still charged, and it just cut off power to me. If anyone has a suggestion, I'm all ears.
You may have written something else above that would go against what I am about to write. But... You say your panels are producing minimally when this occured, and you had low load.
IF you are DC coupled, perhaps the inverter was effectively pulling directly from the solar charge controller and not the batteries, and the PV could no longer support the loads, and there is some issue with the inverter pulling from the battery? Just a thought.
Could you provide a diagram?
I don't have a diagram at the moment, and I really need to draw one up. It's on my to-do list.
Because my battery was slowly draining, I felt it was pulling from it properly, but I don't know. The only thing I could think of being a possibility, is maybe my pump tried to kick on and that overloaded me. That being said, at that moment there wasn't any water being used, but I can't think of what else it would have been. Does the monitoring software show spikes in watts/amps?
I do have a NOTICE - error - of W027, open battery. Interesting why that would suddenly come about.
I only have one battery at this time connected. It's a Lifepower 48V 100Amph. I reset breakers and the error still remains. I will go test shortly.
Can you check individual cell voltages or min/max? I have a single EG4:LLv2 48V and Victron VRM shows me min/max cell voltage and the screen on the battery shows all 16 cell voltages. Perhaps the EG4 monitoring site can show you at least min/max, particularly at the time of the problem.
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