Update:
Travis from SS contacted me on this site and took care of my concerns. He started the process of refunding me the $150 I paid for a repair, which all they did was update the firmware, and sent me a replacement unit as well. After a month of frustration, I'm very grateful to Travis for stepping in and quickly handling my situation.
Contacted SS about a problem with two of my 6500ex inverters. Got through really fast and had a tech on the line diagnosing my problem. Went through everything, all the testing of the units and within an hour the tech informed my that he knew the issue and we could start the return process. Fantastic, I thought! Finally, good customer service. Well that Fantastic turned into nothing but frustration, delays and excuses.
Sent all the info and photos for the return process to begin and then I hear nothing for days. Called to get an update and the very same tech I spoke to acted like he had no idea or interest in my situation. He now wanted me to do random tests that had nothing to do with the issues we discussed, just to delay my issue as long as possible. A full 2 weeks after I was told that he knew my issue and it NEEDED to be sent in for repairs, I was then informed he would send me to Tech 2 support. Well Tech 2 didn't ask much other than to find reasons that this was my fault and the warranty would not be covered but I could pay for it to be repaired.
I didn't complain because it was obvious it would only delay things further, so I sent 1 unit back for repair. They told me it would cost $150 for the repair PLUS parts if anything needed to be replaced. Ended up costing $150 so I can only assume nothing was actually damaged too badly. Probably a simple fuse replacement.
Repair was fast and I did receive the unit back in a reasonable amount of time. I asked the 2 separate people that I had been emailing about the repair, what exactly was wrong with the unit and could I get pictures of the damages as it was listed that they took pics. 2 weeks later I'm still waiting for a response.
Summary:
Contacted SS and was pleasantly surprised how helpful the Tech 1 person was. Until he wasn't!
2 weeks of delays and excuses later, I still had not actually been helped.
SS blamed me that the units had Error 52's (said they did not "SUGGEST" that I could double-land 2 positives onto 1 breaker). Because it was not "suggested" by them, then the warranty would not be honored and I paid for repairs. I changed the double-landing and still have F52 errors with the repaired units.
Contacted SS for information about what the actual damages were to the units. 2 weeks later - still waiting.
Very poor customer service in my opinion.
If SS had just let the Tech 1 person handle this I would be giving a much different review. But after he told me his boss involved himself in my issue, then delays and excuses started. In my case, it seems they actually went out of their way to make the process as difficult and slow as possible.
Travis from SS contacted me on this site and took care of my concerns. He started the process of refunding me the $150 I paid for a repair, which all they did was update the firmware, and sent me a replacement unit as well. After a month of frustration, I'm very grateful to Travis for stepping in and quickly handling my situation.
Contacted SS about a problem with two of my 6500ex inverters. Got through really fast and had a tech on the line diagnosing my problem. Went through everything, all the testing of the units and within an hour the tech informed my that he knew the issue and we could start the return process. Fantastic, I thought! Finally, good customer service. Well that Fantastic turned into nothing but frustration, delays and excuses.
Sent all the info and photos for the return process to begin and then I hear nothing for days. Called to get an update and the very same tech I spoke to acted like he had no idea or interest in my situation. He now wanted me to do random tests that had nothing to do with the issues we discussed, just to delay my issue as long as possible. A full 2 weeks after I was told that he knew my issue and it NEEDED to be sent in for repairs, I was then informed he would send me to Tech 2 support. Well Tech 2 didn't ask much other than to find reasons that this was my fault and the warranty would not be covered but I could pay for it to be repaired.
I didn't complain because it was obvious it would only delay things further, so I sent 1 unit back for repair. They told me it would cost $150 for the repair PLUS parts if anything needed to be replaced. Ended up costing $150 so I can only assume nothing was actually damaged too badly. Probably a simple fuse replacement.
Repair was fast and I did receive the unit back in a reasonable amount of time. I asked the 2 separate people that I had been emailing about the repair, what exactly was wrong with the unit and could I get pictures of the damages as it was listed that they took pics. 2 weeks later I'm still waiting for a response.
Summary:
Contacted SS and was pleasantly surprised how helpful the Tech 1 person was. Until he wasn't!
2 weeks of delays and excuses later, I still had not actually been helped.
SS blamed me that the units had Error 52's (said they did not "SUGGEST" that I could double-land 2 positives onto 1 breaker). Because it was not "suggested" by them, then the warranty would not be honored and I paid for repairs. I changed the double-landing and still have F52 errors with the repaired units.
Contacted SS for information about what the actual damages were to the units. 2 weeks later - still waiting.
Very poor customer service in my opinion.
If SS had just let the Tech 1 person handle this I would be giving a much different review. But after he told me his boss involved himself in my issue, then delays and excuses started. In my case, it seems they actually went out of their way to make the process as difficult and slow as possible.
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