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Sol-Ark 15K FAILED! - My experience with Sol-Ark ; Their response was underwhelming

The only boards i have heard of that Sol-Ark might ship to customers is the MPPT board, Comm board and the display board.
I am pretty sure that for legal reasons they don't want to be part of a plan that involves the customers messing around with a board that can actually back feed the Grid.
 
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The only boards i have hearf of that Sol-Ark might ship to customers is the MPPT board, Comm board and the display board.
I am pretty sure that for legal reasons they don't want to be part of a plan that involves the customers messing around with a board that can actually back feed the Grid.

I suppose that is Fair, I just Hope SolArk can expedite a replacement.
 
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Their responsiveness in this case is horrible and that $3K advanced shipment option should be offered from the get go (understanding that you only get that $$$ credited back when Sol-Ark recieves the faulty unit and determines it to be a true warranty replacement). Par for the course lately. From the outside looking in it just seems like their support team is overwhelmed and/or unorganized. I continue hoping that they'll pull it back together but it's been quite a while. Surprised they can't find a leader to get their team on the same sheet of music.

That said...I don't think failures like yours are too common. I've seen occasional anomalies from some owners and the wifi dongles are proving to be unreliable...for sure...but not a bunch of unit replacements due to complete failures. Other than replacing two dongles (the most recent of which took months to work out with support) my setup has been solid over the last two years. Coming up on 60 MWh production. Might actually be there if I didn't lose data from one inverter for those months. :confused:
 
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Yeah but it’s more than SolArk is buying them from Deye I bet…
Sol-Ark inverters are custom made by Deye for Sol-Ark. A lot of extra money is spent on them. I have seen both units side by side and you can see a ton of differences, from the case to the breakers and wiring.
 
Did you honestly feel that it was worth DOUBLE the price for those changes?
Oh it's $9000 for the emp hardened one( I think they include a box of ferrites you are meant to put on all your appliances and solar strings.

Long story short.

A $9k aio inverter that is considered "king of the China hill" shat the bed with a month of service.


Now I'm not solark management but when I used to support 6 figure machines in the field, if a machine died in the field and couldn't be resolved remotely I would be in the car or on a plane to go fix it. Now they were on maintenance contracts for year 2 and on but for the first year maintenance was included in the purchase price.

Do whatever it takes to keep the client happy, was my motto. And that meant shipping user replaceable parts next day air etc. Eventually as the company grew, I started getting push back on shipping costs. Why are we using next day? Why not ground? Bunch of nonsense I ended up leaving as I didn't feel I could support the client to the best of my ability anymore.
 
Sol-Ark inverters are custom made by Deye for Sol-Ark. A lot of extra money is spent on them. I have seen both units side by side and you can see a ton of differences, from the case to the breakers and wiring.
those are all pennies on the dollar changes especially to a customer that is ordering them by the thousands... being that I can buy a 240 volt split phase deye here in japan from alibaba for under 1000 USD the 12k version I am pretty sure that is not that big of a change price wise and definitely not 3000 USD for what is probably in all honesty simply a unit bad form the factory. these things do happen and being that he and SolArk went over it via phone while commissioning, if he had screwed something up they should have noticed this during commissioning.

not saying that its a HF POS from China. I am saying that 3K is ludicrous for what should have been a rapid conclusion for a warranty claim.
 
those are all pennies on the dollar changes especially to a customer that is ordering them by the thousands... being that I can buy a 240 volt split phase deye here in japan from alibaba for under 1000 USD the 12k version I am pretty sure that is not that big of a change price wise and definitely not 3000 USD for what is probably in all honesty simply a unit bad form the factory. these things do happen and being that he and SolArk went over it via phone while commissioning, if he had screwed something up they should have noticed this during commissioning.

not saying that its a HF POS from China. I am saying that 3K is ludicrous for what should have been a rapid conclusion for a warranty claim.
Exactly, if these are incredibly reliable as has been claimed a unit failing within a month must surely be highly unusual, and it would be of no great impact to immediately ship out a replacement, without requiring deposit. I know our engineers would have been keen to take a look at the failure mode to ensure it doesnt happen again in future production.
And then having deposited an extra 3k, they still can't manage to get one sent out in an expedited fashion?

Or maybe their support staff are actually busy with a bunch of failures and can't spare an immediate replacement, even though it's only been powered up for a month?
 
Exactly, if these are incredibly reliable as has been claimed a unit failing within a month must surely be highly unusual, and it would be of no great impact to immediately ship out a replacement, without requiring deposit. I know our engineers would have been keen to take a look at the failure mode to ensure it doesnt happen again in future production.
And then having deposited an extra 3k, they still can't manage to get one sent out in an expedited fashion?

Or maybe their support staff are actually busy with a bunch of failures and can't spare an immediate replacement, even though it's only been powered up for a month?
good question. regardless even these so called EMP units are not costing them 3K from China.
 
Oh this gets even better.

Buy 5 for the same money.

Put 2 in operation for 20kw of power.

Put the other 3 in a lead lined box for emp protection.

In the event of a nuclear war/aliens/solar flares whatever you can open the lead box afterwards and presto your back up and running and STILL have a spare for emergencies that come later.
 
Oh this gets even better.

Buy 5 for the same money.

Put 2 in operation for 20kw of power.

Put the other 3 in a lead lined box for emp protection.

In the event of a nuclear war/aliens/solar flares whatever you can open the lead box afterwards and presto your back up and running and STILL have a spare for emergencies that come later.
exactly....
 
This thread has some potential patterns for all of us:
- HF's fail more often than normal; is the HF inverter you chose "fully repairable on site", or must it be returned? A fallback method of power production is a good thing.
- this vendor's warranty/replacement process is long and fraught with issues (still). At best, it's a week-long process (and potentially costly), and at worst, it's many weeks.

Both of these patterns require planning. For the design notes section:

- read the warranty and return process docs from the vendor, such that you know what will happen before purchasing the critical item. sales will sell you a unit all day long, but it is up to you to understand everything about what you are getting before purchasing, including warranty/return. much harder to claim surprise with the process, if you didn't read the docs. On top of that, you add a factor for "many things can go wrong to delay the warranty/return".

- understand the difference(s) between LF and HF inverters, when choosing this critical component. a reliability characteristic is that HF inverters fail "more often than normal", whereas LF inverters fail "less often than normal". OP chose an HF inverter, so it matches this pattern of failure; however, he has grid backup, so less of an issue (he also wants emp protection).

- save the packaging, such that a failed item can be returned. we just cannot throw packaging stuff away for expensive items like we can for a "disposable" item (unless vendor offers a "we'll ship you an empty box process"), especially if the item can't be repaired on site.

The patterns are there in all the forum threads ...
 
I have one box per type of inverter. So I have about 4 boxes in the garage in case I need one for warranty. I have over 20 inverters but keeping certain boxes on hand covers possible needs.

Even on the first inverter purchase I saved the box since the thing weighs so much I knew it would be a nightmare finding a box for any warranty issues that came up.
 
The OP does have a couple of other options that can be tried:

1) File a complaint with the BBB https://www.bbb.org/us/tx/allen/pro...ment-dealers/sol-ark-0875-90796467/complaints.
Sol-Ark may or may not respond but it worth a try. File the complaint and give Sol-Ark a couple of weeks to respond.

2) If (1) above does not work then contact the Texas Department of Licensing and Regulation and file a complaint. This can be done online.
920 Colorado St
Austin TX 78701
Phone Number: (512) 463-6599
 
Did you honestly feel that it was worth DOUBLE the price for those changes?
The thing is built like a Tank! The Deye is built like a Growatt or any other regular Chinese Inverter.
The front door swings open with hinges and door latches and have sealed gaskets to keep out water.
The Fans are a lot more silent than the Deyes.
The connections inside are beefy and bulky. The Deye looks like a regular low end Inverter,

That plus Firmware that has more features and is also written in the USA coupled with solid 24/7/365 support.
With no issues for three years and all of that included, Yes it's absolutely worth it.
When I called them on the Sunday during my DIY Installation I got through in about 5 minutes and the guy was logged into my system 3 minutes after that. He went through my objectives with me and made recommendations and then changed all the setting to make it do what I wanted. You can't buy that kind of service with EG4, you got to beg for it.
 
I have one box per type of inverter. So I have about 4 boxes in the garage in case I need one for warranty. I have over 20 inverters but keeping certain boxes on hand covers possible needs.

Even on the first inverter purchase I saved the box since the thing weighs so much I knew it would be a nightmare finding a box for any warranty issues that came up.
It is one of the few boxes I never threw away.
Why do you have 20 Inverters?
 
My sol ark experience a few years ago when it broke. My inverter took a dive and I called them (peak season -12kw unit -before the 15kw came out) They said ship it back on my nickel. I felt thats ok and I had saved the box just for this as I did with my battery boxes (yes its a pain to save big boxes but get over it) It was about $125 to ground ship to Texas each way (you pay all shipping) They got my repaired unit back to me and I wired it up all in about 30 days.Not lighning speed but I feel it was fair. Its been in place for 5 years now-it broke in second year but I must add I was firing an electric kiln a few times and was operating at max capacity (I no longer do that) as it stressed it to much I felt. Its a pain to undo and redo but any inverter is that way. They did not charge for the repair. The only thing I wish is they split the shipping but hey its no big deal really.

(Why do you have 20 Inverters?) yes thats a odd statement 20 inverters an only a few solar panels not installed permantly-whats up?
 
understand the difference(s) between LF and HF inverters, when choosing this critical component. a reliability characteristic is that HF inverters fail "more often than normal", whereas LF inverters fail "less often than normal". OP chose an HF inverter, so it matches this pattern of failure; however, he has grid backup, so less of an issue (he also wants emp protection).
I thought the sol-ark 15k was LF. The weight sure sounds like it but I don't know. But...If I was designing for EMP protection, first thing would be to put a transformer on the output (LF) to isolate the DC from the AC. An HF seems like a bad platform to start with for an EMP resilient inverter.
 

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