Well, looks like there has been a change. I just looked at the ticket and it seems there was a misunderstanding. We do not carry the warranties for these products, the manufacturers do. We bring the units back, replace them for our customers, and send the malfunctioning ones back to the manufacturer. OP preferred that we send the part he needed as opposed to a whole new unit, but we do not carry and cannot order parts, so we reached out to Victron to see if they could help OP with just a part but unfortunately, their response has been delayed. So it isn't the RMA that took 7 days, but trying to request for a part through us to Victron, which is not a typical request took the time. However, we offered the RMA to replace the unit but this has been postponed. The ticket states that OP has purchased the part from a repair store to try and fix it himself and if that does not work, he would then like to return the unit for a replacement. We're hoping the part fixes the issue and he doesn't have to worry about it, but we will do all we can to minimize any down time he may have if the part doesn't work and we need to RMA
Fingers crossed it works!!
Yeah this is a half truth, and when did I give you permission to post what I spoke to the reps in private about?
Lets air the truth.
When I asked if the serial number range of the defective units would be my replacement, silence on the other end. When I aksed if the replcement unit would be tested, silence on the other end. When I asked if the replacement unit could be scoped for defective signal, silence on the other end. The other end being SS. I had a strong feeling I would just get another "new old stock" unit that also had a defective motherboard. Not wanting to go down that road I asked for the warranty part by Victron.
To quote a very wise friend of mine "it's not a big deal until you make a big deal out of it". SS made this a big deal out of a small request. It was such a simple request, order a part. Solve a problem. If you couldn't do it, then refer me to a dealer who could.
I have my hands full here with our farm and sick animals. One died already. I really do not need all this hassle. Scorching heat and sick animals takes it toll!
The truth is SS wanted the inverter back with NO OFFER OF a replacement. They would take it back and either fix it or replce once they looked at it. And I was supposed to have no power until the new or repaired inverter arrived back. No one offered to send a unit to replace the one I had before I shipped it back. That was only spoken about with the last rep I talked to just a day or two ago. I actually had to ask for that to happen much later and at the tail end of the conversation.
There was never any "misunderstanding". Only excuses and delays on the parts of SS. I was NEVER told they could not order parts, never!
SS refused to order the part much later on which was my first request. I wanted to start small and see if the VICTRON MADE, VICTRON SOLD, NON-THIRD PARTY, PART THAT HAS TO BE ORDERED BY MY RETAIL VICTRON DEALER, would solve the problem vs ripping the MP2 off the wall, packaging it up and driving the 54 miles to town during a heat wave.
I explaind all this to the SS agent I spoke with by email and have all the receipts so to speak. I can start posting them if you want to air dirty laundry without permission? I only wanted to communicate by email because I dont trust verbal non-written words from big companies.
So now, SS is claiming there is NO WAY to order a part MADE BY VICTRON, SOLD BY VICTRON AND IN STOCK IN THE DEALER PORTAL, because thats the way it is. Yet I was able to call a competing dealer and they solved the part odering problem in less then 5 minutes while I was on the phone.
I also told the agent at SS it would be a lot less work to order the factory warranty part prescribed by victron for this issue then to rip the inverter off the wall box it up, drive to town and wait 2-4 weeks for the replacement unit to arrive. No offer of unit while I waited was made.
The SS agent agreed that it would be easier and put the ball in motion to get the part ordred never once telling me they could not order parts.
The SS agent I originally spoke to on day nine asked me for the failure notes and part number again stating that "she never got them". This was on day nine. I became very frustrated at that point and asked for a manager while sending a copy of them first email with all documentation including WARRANTY part numbers.
Now we are at the truth and the last conversation where I was told no parts WARRANTY PARTS, VICTRON DEEMED NECESSARY TO FIX THE PROBLEM, could be ordered.
Bottom line, VICTRON KNEW THESE UNITS WERE BAD, MADE A PART TO FIX IT, BUT DID NOT TELL THE DEALERS AND DID NOT TELL THE DEALERS HOW TO FIX IT. THEY ALLOWED THE DEALERS TO SELL UNITS, IN A SPECIFIC SERIAL NUMBER RANGE THAT WERE KNOW DEFECTIVE!. And the paying customer gets to eat a can of worms trying to get it addressed.
One last parting word, I spoke with 4 reps. Rep one did nothing but trasfer to rep 2. Rep two did nothing but trasfer me to rep 3. Rep 3 very late in the 10 day window offered a replacement and when I asked from the same serial number range as the known problematic motherboards, crickets! When I asked if they would test the inverter before shipping, crickets! When I asked if they could run a scope on the board to test for defective signal, crikets!
SHAME ON VICTRON, SHAME!
So there you have it. This was such an easy thing to rectify and SS turned it a nightmare.
so OP called a different dealer and was immediately able to get the part albeit using his own money instead of under warranty from dealer (SS) he purchased the Multiplus II from. 
