How on Earth do you get support from Sol-Ark?

[AllYourSun]

I've been trying to get Sol-Ark support to provide some guidance on whether it's possible, and if so, how to integrate a revenue grade meter with a 15k, as required for our state's SREC program, and it's been like pulling teeth. I've called them a few times, it always goes to voice mail, never get a callback. I've filed tickets, and they respond weeks later in a way that doesn't seem to understand their own product. Some of the replies seem AI-generated, or at least seem ignorant of the context of the conversation.

This is a bit absurd. I paid their premium with the understanding that it was for "high quality US based support".

Just a word of warning. The product has worked reasonably well so far, it does a lot, but if it ever breaks or I ever need help with it, it seems like I'll be on my own with this super niche piece of hardware which no one around here has ever worked with.

 

[SunDave]

Hi, Check your purchasing information and email from Sol-Ark when you registered it for support. There are often employee email addresses in those communications. Reach out to them, and let them know you need support and are not getting it. They should be able to help.

The few times I called I got a call back, but I suppose it depends who is working.

 

[SparkyJJO]

What I've heard was Sol-Ark support used to be good. Then they grew, and had something new on the commercial side going on, so they moved people off of residential support to some commercial support, and left the residential customer base hang out to dry until they get more people. I think that's stupid, because alienating your existing customer base in an attempt to pursue the next best thing is a good way to ruin your company. But hey, it worked for some companies that no longer wanted to deal with the end users, so maybe they WANT to alienate them so they can limit their interaction to only "official" channels. Maybe they secretly hate the DIY crowd.

 

[AllYourSun]

Hi, Check your purchasing information and email from Sol-Ark when you registered it for support. There are often employee email addresses in those communications. Reach out to them, and let them know you need support and are not getting it. They should be able to help.

The few times I called I got a call back, but I suppose it depends who is working.

Thanks for the tip! I’ll give that a try.

 

[AllYourSun]

What I've heard was Sol-Ark support used to be good. Then they grew, and had something new on the commercial side going on, so they moved people off of residential support to some commercial support, and left the residential customer base hang out to dry until they get more people. I think that's stupid, because alienating your existing customer base in an attempt to pursue the next best thing is a good way to ruin your company. But hey, it worked for some companies that no longer wanted to deal with the end users, so maybe they WANT to alienate them so they can limit their interaction to only "official" channels. Maybe they secretly hate the DIY crowd.

Ah yeah that makes sense. Hopefully they get back to that, otherwise I think the cheaper options like EG4 are going to eat their lunch.

 

[Cmiller]

Maybe they secretly hate the DIY crowd.

Can't say that we have better luck as an installer...... So perhaps they "secretly hate the residential customer base" instead.... lol

 

[Jose_Sol-Ark]

I've been trying to get Sol-Ark support to provide some guidance on whether it's possible, and if so, how to integrate a revenue grade meter with a 15k, as required for our state's SREC program, and it's been like pulling teeth. I've called them a few times, it always goes to voice mail, never get a callback. I've filed tickets, and they respond weeks later in a way that doesn't seem to understand their own product. Some of the replies seem AI-generated, or at least seem ignorant of the context of the conversation.

This is a bit absurd. I paid their premium with the understanding that it was for "high quality US based support".

Just a word of warning. The product has worked reasonably well so far, it does a lot, but if it ever breaks or I ever need help with it, it seems like I'll be on my own with this super niche piece of hardware which no one around here has ever worked with.

Hey @AllYourSun , I'm sorry to hear about your negative experience with our support team. I'll escalate your case to my team. Please send me a DM with your email or case number so I can review it. Also if you still need info about RGMs, we have an integration guide for this https://www.sol-ark.com/solar-installers/knowledge-hub/?_dlp_region=united-states-en&_dlp_search=rgm

For now, this is the only integration we have for RGMs and residential inverters such as the 15K inverter. For commercial we have an integration note with AccuEnergy.

 

[Quattrohead]

For now, this is the only integration we have for RGMs and residential inverters such as the 15K inverter. For commercial we have an integration note with AccuEnergy.

Pretty much confirmed right here then, they hate the residential market now.

 

[seneysolar]

I've been trying to get Sol-Ark support to provide some guidance on whether it's possible, and if so, how to integrate a revenue grade meter with a 15k, as required for our state's SREC program, and it's been like pulling teeth. I've called them a few times, it always goes to voice mail, never get a callback. I've filed tickets, and they respond weeks later in a way that doesn't seem to understand their own product. Some of the replies seem AI-generated, or at least seem ignorant of the context of the conversation.

This is a bit absurd. I paid their premium with the understanding that it was for "high quality US based support".

Just a word of warning. The product has worked reasonably well so far, it does a lot, but if it ever breaks or I ever need help with it, it seems like I'll be on my own with this super niche piece of hardware which no one around here has ever worked with.

The manual that tech support linked is what you're looking for right?

Its an Eastron brand meter:
SDM630MCT

A google search shows it to be readily available.

 

[AllYourSun]

Thanks @Jose_Sol-Ark, that seems promising. I'm not clear on how this measures solar production with three CTs, since some goes to battery via DC, some goes to satisfy internal loads, some gets backfed? Do you have anything written on how this all works? Does it take the diff from what the solark reports from the canbus connection or something (seems a bit unlikely, since that wouldn't be "revenue grade")?

 

[AllYourSun]

And is there any effort to make this smoother, and maybe integrate AccuEnergy on the residential side?

 

[SolarRich]

My guess is that between the CTs and data from RS485, the meter is able to calculate revenue grade numbers so you can get your SRECs. Make sure that this meter is on the OK-list of revenue grade meters for your state. Install it and enter the production numbers into the gats system to get your srecs.
If you want to make it harder for yourself - find some other non-approved solution.

 

[Oldphile]

My first system was installed 2022. Early 2023 I asked my installer if he had registered my system for SREC. That's when I found out that it was not possible at that time. AFAIK, it's still not possible because internal CTs for monitoring the output of the inverter are not revenue grade. The only way to monitor externally would be to only grid tie the inverter without batteries and nothing on the load terminals. Of course then you're not using the Sol-Ark as intended.

 

[Jose_Sol-Ark]

Hey @AllYourSun , these CTs comply with the ANSI C12.1 and C12.20, which are standards for electricity meters and their accuracy, this is why these CTs are considered as RGMs. However, they are designed for AC measurements and are not suitable for DC. For your SREC program, I'm not sure if the readings from the inverter will be enough. If possible, please send us the requirements from your state’s SREC program, and we’ll review them.

 

[AllYourSun]

Great, thanks @Jose_Sol-Ark . Page 14/15 of the integration guide seems to suggest using the Canbus connection on the 15k, but the Modbus connection on the 12k. We're currently using the Canbus for battery integration. Do you know if we can use the Modbus connection for the 15k so that we can leave the batteries as they are?

 

[Armorer266]

When I call I usually press 2 then 1... then someone answers. Sorry for the joke, but seriously i think that gets you to tech support.

Only had to do it recently with that update thing back in January and the recent power grid issue. Otherwise the two previous calls over the past two years were to answer my dumb questions.

Glad you are getting the help you need OP.

 

[AllYourSun]

haha yeah, maybe I just fail at phone trees. Jose’s been super helpful here, maybe I should edit the original post.

 

[Brucey]

What I've heard was Sol-Ark support used to be good. Then they grew, and had something new on the commercial side going on, so they moved people off of residential support to some commercial support, and left the residential customer base hang out to dry until they get more people. I think that's stupid, because alienating your existing customer base in an attempt to pursue the next best thing is a good way to ruin your company. But hey, it worked for some companies that no longer wanted to deal with the end users, so maybe they WANT to alienate them so they can limit their interaction to only "official" channels. Maybe they secretly hate the DIY crowd.

That was "tales from robbys derrier". An ex sol-ark employee has since revealed there were significant layoffs, and all customer service reps answer both residential and commercial related calls.

 

[robby]

That was "tales from robbys derrier". An ex sol-ark employee has since revealed there were significant layoffs, and all customer service reps answer both residential and commercial related calls.

Hows the stacked Washing Machine Solar Inverter Combo working out for you?

 

[455dan]

Brucey's Midnights are working better than

member

tomlu_2000 's 15K​

he did get 18 days before the Sol-Ark 15K lost a 120 VAC load leg. Maybe tomlu is back from the vacation and can now get a working 240 VAC split phase inverter, since he is out somewhere between $8-10K at the moment.

 

[Brucey]

Hows the stacked Washing Machine Solar Inverter Combo working out for you?

Your deflection game is weak. Midnite Rosie is working great. How about using all your contacts with sol-ark to get these poor owners some "world class support"?

 

[robby]

Your deflection game is weak. Midnite Rosie is working great. How about using all your contacts with sol-ark to get these poor owners some "world class support"?

And your Solar setup is super dangerous, go fix it.
The guy just said he is getting a lot of help, from Jose, so your argument has no Merit..

 

[robby]

haha yeah, maybe I just fail at phone trees. Jose’s been super helpful here, maybe I should edit the original post.

@Brucey do you ever read the posts?

 

[Jose_Sol-Ark]

Great, thanks @Jose_Sol-Ark . Page 14/15 of the integration guide seems to suggest using the Canbus connection on the 15k, but the Modbus connection on the 12k. We're currently using the Canbus for battery integration. Do you know if we can use the Modbus connection for the 15k so that we can leave the batteries as they are?

@AllYourSun Since the RGMs use RS-485, yes you can also use it, however, if you have a battery using the CANbus port, you can add an "ethernet splitter" (I'm attaching a picture for reference). The Battery CANbus port has access to both CANbus and MODBUS communication.