My Signature Solar Experience (not good)

[Sethtrosity]

I was going to update this post regarding the wifi stick, but I'm still waiting. It was returned on 6/2 and SignatureSolar still hasn't messaged me. I had to send another email (yet again, big surprise) asking about it. I was told, "It has been placed on the refund list since the 31st." I'm just waiting for them to actually submit the refund. I don't know if they are giving me the full refund or if I have to pay the restocking fee yet.

My first go at this, and cracked panels is what I'm looking at. Have yours leaked? I tried finding the sealant you used, but it got lost in translation I think. What did you use, and do you wish you wouldn't have? How is the out put? I'm on an extremely limited budget, and panels are where I'm hoping to save some money.
They offer some that have cracks on the back and others with "snail trails" (gross). Does anyone have experience with these?

I can't really recommend what I used because it hasn't rained in my area so I don't know if it worked or not. I just used an outdoor / water proof / uv resistant polyurethane sealant. I believe it was for sealing outdoor flooring, but I no longer have the container. As for the output, I tested each panel before mounting them and they were all outputting around 34v in direct sunlight. I don't think the cracks had any affect on the output for now.

 

[Darren67-72]

I have purchased 20+ cracked back panels from santan. They work great. I did seal the cracks with a quality sealer. And I purchased another 20+ panels of the snail trails (only because they were out of the cracked ones) the snail trails are tiny lines, maybe cracks or etching under the front glass. They work well also, but I don't care for this type of degradation. Jmo I did order a few extra in case I was to break one, but my shipper did that for me. Haha. And they covered it, only asked for pictures. Very pleased with my, truck ship, guys here.

 

[Rho]

My Signature Solar experince was good for a manufacture problem. SS spent time troubleshooting my Growatt inverter. Concluded needed it needed to be returned. They paid to return old unit. I paid for new inverter freight to be returned. We both split the pain the manufacture should have paid. I am happy with the customer service I received. They did not make the inverter so how could they held totally responsible. I installed new unit. Took it off grid. Place my grid neutral back in service. Thanks to the great help from forum member Timeselectric. Now I am creating lots of free power. Thanks again to all of you that helped me learn how to do this.
You are responsible for your own choices. ??

 

[Deleted member 1888]

My Signature Solar experince was good for a manufacture problem. SS spent time troubleshooting my Growatt inverter. Concluded needed it needed to be returned. They paid to return old unit. I paid for new inverter freight to be returned. We both split the pain the manufacture should have paid. I am happy with the customer service I received. They did not make the inverter so how could they held totally responsible. I installed new unit. Took it off grid. Place my grid neutral back in service. Thanks to the great help from forum member Timeselectric. Now I am creating lots of free power. Thanks again to all of you that helped me learn how to do this.
You are responsible for your own choices. ??

Good for you but not customer can afford to eat shipping cost twice, SS can they just don't want to.

 

[Rho]

Good for you but not customer can afford to eat shipping cost twice, SS can they just don't want to.

They are a distributor not manufacture. They fulfilled distributor obligations. Read your manufacture warranty and take it up with manufacturer. Lol good luck with that. Life isn't always Rosie. Take your lemons and be glad someone is helping you make lemonade. Your attitude of what a business can afford shows your lack of experince in purchasing goods and cost associated with doing business. I bet their paying my freight use 2/3 of the profit made on the sale. The remaining 1/3 profit was spent on time paid to person helping me diagnose problem. I assure you I was not a money maker customer. Glad I bought from them. Least I can do is say thanks for being good distributor of a China product.

 

[RV10flyer]

Good for you but not customer can afford to eat shipping cost twice, SS can they just don't want to.

I sell HVAC products. No way would I sell or install something then ask a customer to pay shipping under my one year warranty. I charge enough that I can eat a little bit of shipping and provide after hours service if needed once in a while. If it becomes a constant problem, then I will not sell their products anymore.

 

[Rho]

Guess your mark up is great.

 

[Deleted member 1888]

They are a distributor not manufacture. They fulfilled distributor obligations. Read your manufacture warranty and take it up with manufacturer. Lol good luck with that. Life isn't always Rosie. Take your lemons and be glad someone is helping you make lemonade. Your attitude of what a business can afford shows your lack of experince in purchasing goods and cost associated with doing business. I bet their paying my freight use 2/3 of the profit made on the sale. The remaining 1/3 profit was spent on time paid to person helping me diagnose problem. I assure you I was not a money maker customer. Glad I bought from them. Least I can do is say thanks for being good distributor of a China product.

Well do remember that next time to buy ANTTHING form any store like Walmart or Kmart, or even a grocery store. If the product is damaged or spoiled don't take it back to the store call the manufacture. After all the store is just a distributor its not there fault the product is faulty .........................RIGHT?

 

[Rho]

Well do remember that next time to buy ANTTHING form any store like Walmart or Kmart, or even a grocery store. If the product is damaged or spoiled don't take it back to the store call the manufacture. After all the store is just a distributor its not there fault the product is faulty .........................RIGHT?

I have a coffee maker on shelf they told me do do just that. Guess 30 minute to make 1 espresso was acceptable. So yeah

 

[RV10flyer]

I have a coffee maker on shelf they told me do do just that. Guess 30 minute to make 1 espresso was acceptable. So yeah

It's usually 30 days, store return or credit at most places.

 

[Hedges]

They are a distributor not manufacture. They fulfilled distributor obligations. Read your manufacture warranty and take it up with manufacturer. Lol good luck with that.

If it doesn't work correctly out of the box, I expect retailer/distributor to make it right at their cost. Some time later, it can be my problem to deal with manufacturer.

I shop a bit at Harbor Freight. (almost?) everything they sell is their house brand, so they are responsible for it. Most have 30 day no questions asked return policy, maybe some longer, or they offer to sell a warranty. Some items like jack stands they recalled, and after a couple cycles of that they opened up to all model numbers not just the ones they knew had a problem.

I think the basic problem here is "Server Rack Batteries", which were not designed to feed off-grid inverters.
The other thing is non-UL listed inverters. Don't expect SS to design a customer's system, but at least give a schematic of one system that will be safe and work properly.

A UL listed auto-transformer by itself won't cut it. If connected to a "rest of world" inverter and creating a safety hazard, it should not be promoted. Show a proper way to use it (compliant to UL listing) and explicitly disavow responsibility for other usage.

 

[Rho]

If it doesn't work correctly out of the box, I expect retailer/distributor to make it right at their cost. Some time later, it can be my problem to deal with manufacturer.

I shop a bit at Harbor Freight. (almost?) everything they sell is their house brand, so they are responsible for it. Most have 30 day no questions asked return policy, maybe some longer, or they offer to sell a warranty. Some items like jack stands they recalled, and after a couple cycles of that they opened up to all model numbers not just the ones they knew had a problem.

I think the basic problem here is "Server Rack Batteries", which were not designed to feed off-grid inverters.
The other thing is non-UL listed inverters. Don't expect SS to design a customer's system, but at least give a schematic of one system that will be safe and work properly.

A UL listed auto-transformer by itself won't cut it. If connected to a "rest of world" inverter and creating a safety hazard, it should not be promoted. Show a proper way to use it (compliant to UL listing) and explicitly disavow responsibility for other usage.

I can agree with the don't promote if you not sure. I got nabbed there. Once again I acting as installer should have been more educated.

 

[robby]

---Snip--
I think the basic problem here is "Server Rack Batteries", which were not designed to feed off-grid inverters.
The other thing is non-UL listed inverters. Don't expect SS to design a customer's system, but at least give a schematic of one system that will be safe and work properly.

A UL listed auto-transformer by itself won't cut it. If connected to a "rest of world" inverter and creating a safety hazard, it should not be promoted. Show a proper way to use it (compliant to UL listing) and explicitly disavow responsibility for other usage.

Thank you Hedges that is exactly what I have been saying. If Signature Solar cannot get it from the manufacturer then they need to either stop selling the product or get a professional to make one and include it in their manual.
They cannot sell potentially hazardous products to DIY users and not have a proper wiring schematic example!

 

[Rho]

Thank you Hedges that is exactly what I have been saying. If Signature Solar cannot get it from the manufacturer then they need to either stop selling the product or get a professional to make one and include it in their manual.
They cannot sell potentially hazardous products to DIY users and not have a proper wiring schematic example!

Why is it the distribution obligation to have or create wiring scheme? I wish they had done more research. The diagram at least got me headed in right direction. No doubt revisions need made. I was in limbo before. I think that is why they say please use qualified installer and or electrician. We choose to act as installer and electrician. How are they responsible. Beleive me I fell into the bs ground neutral trap. Still wondering how I beleive nuetral not needed. Anyway that was my responsiblity as acting installer electrician. Silly me ,if I was either I would have known . Not saying I liked the bs involved in getting things finally put back in order. Still finishing a few things. So hot out.Just saying I am glad I bought from SS instead of China. Cost me for 2nd chance but at least I got 2nd chance to get it right. Still uncertain as to what the problem was. Thank you all on forum with knowledge for guiding the newbies.

 

[Rho]

It's usually 30 days, store return or credit at most places.

Not where I live. You buy it it is yours.

 

[robby]

Why is it the distribution obligation to have or create wiring scheme? I wish they had done more research. The diagram at least got me headed in right direction. No doubt revisions need made. I was in limbo before. I think that is why they say please use qualified installer and or electrician. We choose to act as installer and electrician. How are they responsible. Beleive me I fell into the bs ground neutral trap. Still wondering how I beleive nuetral not needed. Anyway that was my responsiblity as acting installer electrician. Silly me ,if I was either I would have known . Not saying I liked the bs involved in getting things finally put back in order. Still finishing a few things. So hot out.Just saying I am glad I bought from SS instead of China. Cost me for 2nd chance but at least I got 2nd chance to get it right. Still uncertain as to what the problem was. Thank you all on forum with knowledge for guiding the newbies.

There should be a basic wiring diagram. (Period!)
It should be supplied by the Manufacturer but since the Chinese companies they deal with are not supplying them with it, then they should not be selling it. If they still choose to sell it and become their US distributor then the responsibility now lies with them to provide one.

You do realize that without proper Neutral and Grounding system it is possible for a person to get electrocuted in their bath tub or have their gas supply catch on fire and explode even though they may think the system is wired properly and everything seems to be working properly.

The same thing goes for their batteries. If they are going to make claims of 100A capable and then on the same line say 30 Amp recommended, that is a Red Herring. If they are going to say it work in closed loop mode and then sell batteries without even knowing if it works, then that is very dishonest.

In several States just to putting up Panels requires a NABCEP certified Installer and your not going to find a certified electrician or Installer that is going to sign off on an installation unless it meets your States codes. You can most certainly do what you want in some States so long as your not Grid tied but that does not mean your off the hook should a fire break out or if somebody gets injured. Your Insurance company is going to most likely going to reject your claim once they see the Fire Dept forensic report and find out that a non UL Listed DIY installed inverter was the cause of the fire or injuries.

SS is most certainly catering to the DIY market which is something they have stated from the beginning.
I find a DIY marketing campaign followed by Please Get a Qualified Installer and Electrician to be somewhat contradictory.

 

[Electrobob]

I have not purchased anything from Signature Solar, but I can recommend San Tan Solar if you are looking for a good alternate. I live near San Tan Solar and went there one day to buy 4 used 250 watt panels. They were selling them for $90.00 each. It is a big long warehouse and you pay at the office and then drive around to the back to accept the delivery. When I went to the docks in the back they brought out the panels and they were brand new. The warehouse worker told me they were sold out of the used panels so they just gave me the new ones for the price I paid. That’s not bad, and the panels have been great performers.

 

[ShanePowerHouse]

I honestly would be more PO'ed about the cracked solar panels. The other issues you had seems like they were taking care of you to the best of their ability given shortages of everything.

Back to the cracked solar panels, I assume you bought "used panels", and not "used, and maybe crack panels" right? I would totally expect replacements for the cracked panels to show up at my door. Just my 2c

I used SanTan panels they shipped 24 one was cracked in the middle since it had shifted. I recommended they block the sides to keep them from shifting and they took my advice on the next shipment of 30 450 Watt bifacial panels. All of those came in good condition. Was very happy with SanTan Solar !! They did replace the Bad one.

 

[fishinmexico]

Very bad company to deal with. Both my EG4 6500 EX Inverters failed out of the box. It took me 10 days of going back and forth to get them to finally agree to replace them. They wanted me to take them down and ship them back at my expense. I am off grid so I have not had electricity for the last 10 days and it is 96 degrees and humid here now in Florida. I asked if I can pay for them in advance and then have them refund the money when they got the old ones back. I still have limited use of them for lighting but they will not run my well pump, etc.

They responded saying that they had to verify my shipping address because it was not the same as my shipping. They already shipped two inverters to my residence with the same billing information so they already have verification of the address. I asked if there was anyway of getting them out today because I cannot be without power for another week. Here is both of their answers:

Sir, i do apologize, yet please understand that its not that we do not value your service in any manner, way, shape, or form.... but there are hundreds of individuals with current shipping orders, that in all fairness are within the same que waiting for there equipment due to there own start up needs, warranty conditions, or circumstances that may place them without power such as those that were hit recently with the storms that have swept across north east Texas.
In correlation with the nature of the shipping industry around holiday times, it does place restrictions that are outside of the normal day to day operations.
it may also vary in time due to the policies in place for the pre authorization of the financial institution in which you use. depending on the bank for example, it could take anywhere from 24-72 hours to process a pre authorization payment. This was not attributed to this particular instance, but just a general example of how some things are indeed beyond our control, and not indicative of us not trying to assist, quite the opposite.

2nd answer:
Sir, you bought these units in december, you set them up two weeks ago and put your entire farm on the inverters before you made sure that they were properly working, which you told me they have not worked, and now you are trying to blame us because we are willing to send you out brand new units, just not at the time frame you are wanting them to come to you. We have been very helpful, and been pretty quick to help you as well. When you emailed us last night both me and Chris were not here. I understand that the issue with the inverter is not your fault, but there is also a procedure we have to follow to get these units out to you.

I cannot believe I received emails like this from a company. As it is you sit on hold for tech support for hours upon a time. I literally wasted about 7 hours of my time in the last 10 days waiting on tech support.

 

[Browse]

Maybe try a different inverter brand? Do you have a backup generator you can run on temporarily?

 

[Q-Dog]

Very bad company to deal with. Both my EG4 6500 EX Inverters failed out of the box. It took me 10 days of going back and forth to get them to finally agree to replace them. They wanted me to take them down and ship them back at my expense. I am off grid so I have not had electricity for the last 10 days and it is 96 degrees and humid here now in Florida. I asked if I can pay for them in advance and then have them refund the money when they got the old ones back. I still have limited use of them for lighting but they will not run my well pump, etc.

They responded saying that they had to verify my shipping address because it was not the same as my shipping. They already shipped two inverters to my residence with the same billing information so they already have verification of the address. I asked if there was anyway of getting them out today because I cannot be without power for another week. Here is both of their answers:

Sir, i do apologize, yet please understand that its not that we do not value your service in any manner, way, shape, or form.... but there are hundreds of individuals with current shipping orders, that in all fairness are within the same que waiting for there equipment due to there own start up needs, warranty conditions, or circumstances that may place them without power such as those that were hit recently with the storms that have swept across north east Texas.
In correlation with the nature of the shipping industry around holiday times, it does place restrictions that are outside of the normal day to day operations.
it may also vary in time due to the policies in place for the pre authorization of the financial institution in which you use. depending on the bank for example, it could take anywhere from 24-72 hours to process a pre authorization payment. This was not attributed to this particular instance, but just a general example of how some things are indeed beyond our control, and not indicative of us not trying to assist, quite the opposite.

2nd answer:
Sir, you bought these units in december, you set them up two weeks ago and put your entire farm on the inverters before you made sure that they were properly working, which you told me they have not worked, and now you are trying to blame us because we are willing to send you out brand new units, just not at the time frame you are wanting them to come to you. We have been very helpful, and been pretty quick to help you as well. When you emailed us last night both me and Chris were not here. I understand that the issue with the inverter is not your fault, but there is also a procedure we have to follow to get these units out to you.

I cannot believe I received emails like this from a company. As it is you sit on hold for tech support for hours upon a time. I literally wasted about 7 hours of my time in the last 10 days waiting on tech support.

Nothing about their reply sounds unreasonable to me.

 

[Hedges]

I would agree that replacing DOA is less urgent that warranty replacement to get a system back to operating.

Fulfilling orders from disaster area should also take precedence over other orders, but once your order was fulfilled and turned out to be DOA, you should rank at least as high as other new orders.

DOA, no function at all straight out of the box? Really? And both new inverters behaved (or didn't do anything) the same? Seems highly unlikely.

Of course SS would want to work through debug before replacing. More likely, an issue like blown fuse or BMS shutdown due to not precharge. Highly doubt that a 3rd and 4th inverter would do any better. So they need to figure out what is really wrong.

Have you tried to get support from the forum? It should be from SS, but forum members helping users debug could be more productive (much higher support to "customer" ratio.)

Start a new thread (link to here) and describe exactly the system and problem. All part numbers (links to data sheets greatly appreciated.) Schematic or at least block diagram. Photos. Description of what you did and how it responded, including any false starts (which may have caused an issue.)

 

[Crowz]

I would agree that replacing DOA is less urgent that warranty replacement to get a system back to operating.

Fulfilling orders from disaster area should also take precedence over other orders, but once your order was fulfilled and turned out to be DOA, you should rank at least as high as other new orders.

DOA, no function at all straight out of the box? Really? And both new inverters behaved (or didn't do anything) the same? Seems highly unlikely.

Of course SS would want to work through debug before replacing. More likely, an issue like blown fuse or BMS shutdown due to not precharge. Highly doubt that a 3rd and 4th inverter would do any better. So they need to figure out what is really wrong.

Have you tried to get support from the forum? It should be from SS, but forum members helping users debug could be more productive (much higher support to "customer" ratio.)

Start a new thread (link to here) and describe exactly the system and problem. All part numbers (links to data sheets greatly appreciated.) Schematic or at least block diagram. Photos. Description of what you did and how it responded, including any false starts (which may have caused an issue.)

I got the gist that they work just are not big enough for what he needs in my opinion. He mentions they can run his lights but not his wellpump if I remember correctly. Sounds like he needed a low frequency inverter or a larger one.

 

[houseofancients]

Very bad company to deal with. Both my EG4 6500 EX Inverters failed out of the box. It took me 10 days of going back and forth to get them to finally agree to replace them. They wanted me to take them down and ship them back at my expense. I am off grid so I have not had electricity for the last 10 days and it is 96 degrees and humid here now in Florida. I asked if I can pay for them in advance and then have them refund the money when they got the old ones back. I still have limited use of them for lighting but they will not run my well pump, etc.

They responded saying that they had to verify my shipping address because it was not the same as my shipping. They already shipped two inverters to my residence with the same billing information so they already have verification of the address. I asked if there was anyway of getting them out today because I cannot be without power for another week. Here is both of their answers:

Sir, i do apologize, yet please understand that its not that we do not value your service in any manner, way, shape, or form.... but there are hundreds of individuals with current shipping orders, that in all fairness are within the same que waiting for there equipment due to there own start up needs, warranty conditions, or circumstances that may place them without power such as those that were hit recently with the storms that have swept across north east Texas.
In correlation with the nature of the shipping industry around holiday times, it does place restrictions that are outside of the normal day to day operations.
it may also vary in time due to the policies in place for the pre authorization of the financial institution in which you use. depending on the bank for example, it could take anywhere from 24-72 hours to process a pre authorization payment. This was not attributed to this particular instance, but just a general example of how some things are indeed beyond our control, and not indicative of us not trying to assist, quite the opposite.

2nd answer:
Sir, you bought these units in december, you set them up two weeks ago and put your entire farm on the inverters before you made sure that they were properly working, which you told me they have not worked, and now you are trying to blame us because we are willing to send you out brand new units, just not at the time frame you are wanting them to come to you. We have been very helpful, and been pretty quick to help you as well. When you emailed us last night both me and Chris were not here. I understand that the issue with the inverter is not your fault, but there is also a procedure we have to follow to get these units out to you.

I cannot believe I received emails like this from a company. As it is you sit on hold for tech support for hours upon a time. I literally wasted about 7 hours of my time in the last 10 days waiting on tech support.

Actually their replies do sound reasonable to me...
Probably not to you, as it doesn't instantly gratify your needs

 

[BenFromSignatureSolar]

Very bad company to deal with. Both my EG4 6500 EX Inverters failed out of the box. It took me 10 days of going back and forth to get them to finally agree to replace them. They wanted me to take them down and ship them back at my expense. I am off grid so I have not had electricity for the last 10 days and it is 96 degrees and humid here now in Florida. I asked if I can pay for them in advance and then have them refund the money when they got the old ones back. I still have limited use of them for lighting but they will not run my well pump, etc.

They responded saying that they had to verify my shipping address because it was not the same as my shipping. They already shipped two inverters to my residence with the same billing information so they already have verification of the address. I asked if there was anyway of getting them out today because I cannot be without power for another week. Here is both of their answers:

Sir, i do apologize, yet please understand that its not that we do not value your service in any manner, way, shape, or form.... but there are hundreds of individuals with current shipping orders, that in all fairness are within the same que waiting for there equipment due to there own start up needs, warranty conditions, or circumstances that may place them without power such as those that were hit recently with the storms that have swept across north east Texas.
In correlation with the nature of the shipping industry around holiday times, it does place restrictions that are outside of the normal day to day operations.
it may also vary in time due to the policies in place for the pre authorization of the financial institution in which you use. depending on the bank for example, it could take anywhere from 24-72 hours to process a pre authorization payment. This was not attributed to this particular instance, but just a general example of how some things are indeed beyond our control, and not indicative of us not trying to assist, quite the opposite.

2nd answer:
Sir, you bought these units in december, you set them up two weeks ago and put your entire farm on the inverters before you made sure that they were properly working, which you told me they have not worked, and now you are trying to blame us because we are willing to send you out brand new units, just not at the time frame you are wanting them to come to you. We have been very helpful, and been pretty quick to help you as well. When you emailed us last night both me and Chris were not here. I understand that the issue with the inverter is not your fault, but there is also a procedure we have to follow to get these units out to you.

I cannot believe I received emails like this from a company. As it is you sit on hold for tech support for hours upon a time. I literally wasted about 7 hours of my time in the last 10 days waiting on tech support.

looks like we were actually able to get this shipped out to you today after all. I'm glad things worked out for you on this!