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Sol-Ark response to reports of Deye inverters shutting down

n2aws said:
Sadly,
This seems to be the standard SolArk playbook these days. violating consumer rights without care. At this point, I'm advising people to stay VERY clear of solark.
Click to expand...
Not pretty reading here...it used be that sol-ark had a reputation for great customer service and warranty support....not sure when that was built up but doesn't seem to be the case any longer.

 
HighDesertDrifter said:
@Tuelex said: "Anyone who thinks that most businesses don't and aren't doing the same thing is gullible."

Sadly, just because so many others operate in this manner is NOT a good measure to judge by.
Click to expand...
Didn't say it's a good thing, just get tired of people acting like it's unique with Sol-Ark, or any other business for that matter.
 
1000002067.jpg

SUN-8/10/12/15K-SG01HP2-US-AM2 | 8-15kW | Split Phase | 2 MPPT | Hybrid Inverter | HV Battery Supported Inverter Company, Supplier | Deye Inverter Technology

NingBo Deye Inverter Technology Co.,Ltd is China SUN-8/10/12/15K-SG01HP2-US-AM2 | 8-15kW | Split Phase | 2 MPPT | Hybrid Inverter | HV Battery Supported inverter company and supplier。
www.deyeinverter.com www.deyeinverter.com

DEYE probably needs to drop this U.S. model...it was all aboard for the invite with Remote Firmware and Settings.

SURE glad did not buy one
 
D71 said:
DEYE probably needs to drop this U.S. model...it was all aboard for the invite with Remote Firmware and Settings.
Click to expand...
Just about all Hybrid manufactures have these features, nothing special about Deye in this regard
 
Brucey said:
Not pretty reading here...it used be that sol-ark had a reputation for great customer service and warranty support....not sure when that was built up but doesn't seem to be the case any longer.

Click to expand...
Every one of those BBB complaints have no merit. One was complaining that his utility had an issue because he was back feeding the grid when he wasn't authorized to do so. We all know there isn't a grid tied inverter that can guarantee zero export. They all leak unless the use double conversion.
 
SolarPowerSimon said:
Good day everyone, my name is Simon McLean and I work as VP of Marketing at Sol-Ark. I have the following response to the reports which came up over the week-end.

Sol-Ark has learned of the situation caused by the unauthorized sales of Deye-branded inverters within Puerto Rico and the USA. Though Sol-Ark has no control over Deye’s actions, we recognize that the messaging conveyed through the Deye-branded inverter’s screen suggests Sol-Ark can provide warranty or service for these cases, which we cannot. Though we are not responsible for Deye-branded inverters or any inverters that are not branded and sold by Sol-Ark or through an authorized Sol-Ark distributor or reseller, Sol-Ark has determined to offer a possible solution to those consumer households that have purchased Deye-branded inverters.

Sol-Ark’s mission, as a veteran-owned company created 12 years ago, is to enable the most reliable, innovative, and affordable energy storage solutions to power families and businesses. Because of this mission and the direct effect that Deye’s actions may have on individual families, for the period from November 15, 2024 through December 31, 2024, Sol-Ark will permit each consumer household that has installed a Deye-branded inverter and has had that inverter’s functions disabled by Deye, to purchase a new Sol-Ark inverter of equivalent performance at a substantially discounted price. If you purchase a Sol-Ark inverter under this limited program, Sol-Ark will pay to have the Sol-Ark unit shipped to your address in Puerto Rico. Sol-Ark will not make this offer available to any person after December 31, 2024. The offer is limited to consumer households and is not being made available to commercial entities or for installation at commercial facilities (only residential locations). Sol-Ark will not be responsible, and will not pay, for any costs related to installation of the Sol-Ark inverter, removal of any Deye inverter or for any damage that may have been caused by the Deye inverter or Deye’s actions.

To take advantage of this offer, the homeowner should take a photo of the serial number and model number of their Deye inverter and then contact Adriana Navarro of Sol-Ark at +1 (214) 919-1632 to initiate the process during normal business hours between 8 AM and 5 PM Eastern Standard Time Monday through Friday. Sol-Ark will retain the full right and discretion to make final determinations regarding the availability of this program and the terms under which it operates.
Click to expand...
I have read through these complaints, as Sol-Ark was towards the top of the purchase, but I could not stomach a 300% markup nor make it sound like it is designed and built stateside, and in reality, it is not. Their wording was highly deceptive, so deceptive tactics started at the company's founding and went from the top down in the form of company culture.

Take away the conspiracy theories and political rhetoric from some of these posts; this is one of the most tone-deaf responses from an executive I have seen in my years of business. Let's look at the fact that Sol-Ark's VP of marketing joined a significant forum for their products 3 days ago. It also is a statement that implies and obfuscates their involvement in this fiasco. I am the COO of a consumer electronics manufacturer in the States, where we use a similar ODM/OEM model as Sol-Ark. I am also an angel investor and sit on several startup' boards. I have had to put together press releases for my company's "issues" and deal with the fallout. Sol-ark has a list of 7 high-profile executives of a company of 51-200 people, which means a minimum of $3m of profit for their product yearly goes to this team. Hence the massive markups. Sol-ark also appears to be on a high-level hiring spree, which would lead credence to the fact that they are looking to go public. The COO, VP of Sales, HR, and VP of Engineering are qualified for what they are doing, so I give Sol-Ark credit for those hires. I also look at the general counsel of this company, who is also moonlighting at Sol-Ark or moonlighting at Berson law firm, which he states "specializes in M&A." However, a move such as shutting down mission-critical infrastructure can induce massive civil and criminal liabilities that can affect the IPO or sale to a third party more substantially than the few percentage points of growth that this may cause before the end of the year. As a Harvard-trained JD, he should be well aware of this, but hubris can cause blind spots.

If you look at the CEO/CTO/Founders in his LinkedIn profile, a portion of it is "If I get the honor of meeting my creator, I know he/she/GOD will care about how many of his people we helped rather than our P/E ratio. You will never see another company more committed to our end customers' (families) success than us." These, again, are wonderful-sounding words, but the actions do not back this up. In addition, the closest thing I can find to the founders being veterans is that CMO had ROTC experience.

As a company trying to claim EMP-hardened equipment that is then taken down by servers, it actually destroys the illusion that these are for secure installations. The chances of an EMP event are minuscule compared to a cyber attack.

I would be glad to put a wager that this "kill switch" directive was given to Deye by the president, or under the authority of the president, of Sol-Ark. It does not matter if the servers are in China, US, Canada, Germany, or any other company. The OEM (Deye) would never send out a kill switch without the authorization of the companies being named in this. This will come out in discovery and depositions. Must love those.

This directive was given by the leadership team. Depending on the customer, the products I oversee have OTA servers in the USA, China, Canada, and Europe. The country used is outlined by the MSA(master sales agreement) with the customer. But ultimately, the OEM overseas, who have the teams of engineers, has control over those servers.

If I purchase Deye inverters in a Carribean nation, install them in my vessel, and bring them home, and they die, I will have followed all requirements, not broken any agreements, and, more importantly, I will own the equipment. Or if I lived in Panama and decided to move back to the States. The number of possibilities is endless, and even then, as a company, yes, you do not need to honor a warranty or provide parts, but making equipment worth several thousand dollars worthless is civil case-worthy. It will play out in different states very differently. But if it is tied to medical equipment, such as an oxygen generator, and the person incurs medical complications from this, or death from electrical failure of other medical equipment. Coming from the medical arena, the CMO should be acutely aware of the issues of losing power in more remote regions. I was looking at putting these on my boat, which means if I were in a passage crossing from Ecuador to Hawaii, I would be in the water, wholly screwed, in the middle of the ocean. My internet VPNs and firewalls put me stateside when I have meetings.

Whatever call the companies made to push Deye to push this code out was a terrible idea. They have an exclusive sales agreement with Deye, and I can assure you that Deye follows this. But Deye also sells these to distributors who can try, and do occasionally, circumvent the agreement. It does not give them unilateral authorization to shut these systems down as they do not own them. They do not own the rights to them. And if they did own the rights, they needed to seek a court order to damage/destroy/make inoperative what could be millions of dollars of equipment tied to food, water, and medical. The smarter move was to get a list of them, send demand letters to the distributors, and put a fine to be taken from POs issued to Deye via Sol-Ark. There will be lawsuits from this. This is a guarantee, and Sol-Ark's plans regarding retaining an M&A lawyer will be impacted.

Simon, who was hired in August, should talk to his boss about hiring a PR firm to craft a better statement than the one presented. This one was truly terrible. And from a company that claims, in nearly everything, that it is a veteran-owned company, perhaps it should step up and live up to what Veteran Affairs says: "Military service teaches and cultivates leadership skills. Individuals learn to Take responsibility for self and actions. Make sound and timely decisions." Instead of obfuscating the actions and truths and hiding under the cover of a Chinese boogeyman.

For everyone affected, take notes, photos, etc., of damages and losses incurred and record them. File them with both state and federal agencies, such as CBP and BBB. Pay attention to when the first class action lawsuit is filed. For Sol-ark, thinking the people who purchased a $2kUSD inverter were going to buy a $7kUSD inverter, please take an Intro to Microeconomics course to learn that there is a supply and demand curve. If you want to maximize your money, offer better features that make it more premium and market it through price segmentation. A VP of marketing should be acutely aware of this.
 
Crowz said:
Very easy except you need a firmware to edit to start with. If you can get that then all you need to do is upload the old firmware prior to this lockdown and never let it go on the net again.

So no code hacking required. Just a previous firmware.
Click to expand...
Maybe, but unless you've inspected the FW and know the mechanism(s) for the bricking you can't say that with any certainty. The trigger may have been flipping a bit somewhere in non-volatile memory, and the basic brick code has been in place in the FW for years, just waiting for that bit to be set. In which case old FW won't fix it. Many other mechanisms would have similar outside behavior.

Until someone with a bricked unit says they put old FW on and it started working again, no reason to believe it will work.
 
If you look at the CEO/CTO/Founders in his LinkedIn profile, a portion of it is "If I get the honor of meeting my creator, I know he/she/GOD will care about how many of his people we helped rather than our P/E ratio. You will never see another company more committed to our end customers' (families) success than us."

Another company is Deye!
 
Just to muddy the waters some more (not that we need that), but a possible scenario is something like this: Sol-Ark threatens Deye with a BIG lawsuit if they don't do something about the split-phase inverters of theirs in Sol-Ark's territory. Deye gets scared and sends threatening letters to the guilty distributors to cease and do something about the ones you shipped, or be cut off from Deye products. One (or more) distributors go "oh shit", and decide to enable the kill switch on those inverters in question. It might be interesting to see which distributors sold the effected units, and if said distributor(s) have their own sub-group for online inverters.

Just another possibility, but something along these lines might leave Sol-Ark and Deye blameless in this (except for Deye putting the brick code in there in the first place).
 
Oldphile said:
Every one of those BBB complaints have no merit. One was complaining that his utility had an issue because he was back feeding the grid when he wasn't authorized to do so. We all know there isn't a grid tied inverter that can guarantee zero export. They all leak unless the use double conversion.
Click to expand...
They have an A+ score with BBB, I was wondering what he was talking about!
Did he read ALL FOUR of the complaints before posting?
Did he notice that every one of them was actually answered by Sol-Ark.
Did he notice that they were mostly about back feeding the Grid issues and settings that the customers refused to change. One guy was back feeding because he had no CT's setup!
 
Steve777 said:
Just to muddy the waters some more (not that we need that), but a possible scenario is something like this: Sol-Ark threatens Deye with a BIG lawsuit if they don't do something about the split-phase inverters of theirs in Sol-Ark's territory. Deye gets scared and sends threatening letters to the guilty distributors to cease and do something about the ones you shipped, or be cut off from Deye products. One (or more) distributors go "oh shit", and decide to enable the kill switch on those inverters in question. It might be interesting to see which distributors sold the effected units, and if said distributor(s) have their own sub-group for online inverters.

Just another possibility, but something along these lines might leave Sol-Ark and Deye blameless in this (except for Deye putting the brick code in there in the first place).
Click to expand...
In that situation, Deye would still be partially responsible for having "told" the lower distributors to do something about any previously sold inverters. What Deye should have done, was to charge those distributors a fine of some sort, sue those distributors or toss those distributors out of the program.
 
sandog said:
I have read through these complaints, as Sol-Ark was towards the top of the purchase, but I could not stomach a 300% markup nor make it sound like it is designed and built stateside, and in reality, it is not. Their wording was highly deceptive, so deceptive tactics started at the company's founding and went from the top down in the form of company culture.

Take away the conspiracy theories and political rhetoric from some of these posts; this is one of the most tone-deaf responses from an executive I have seen in my years of business. Let's look at the fact that Sol-Ark's VP of marketing joined a significant forum for their products 3 days ago. It also is a statement that implies and obfuscates their involvement in this fiasco. I am the COO of a consumer electronics manufacturer in the States, where we use a similar ODM/OEM model as Sol-Ark. I am also an angel investor and sit on several startup' boards. I have had to put together press releases for my company's "issues" and deal with the fallout. Sol-ark has a list of 7 high-profile executives of a company of 51-200 people, which means a minimum of $3m of profit for their product yearly goes to this team. Hence the massive markups. Sol-ark also appears to be on a high-level hiring spree, which would lead credence to the fact that they are looking to go public. The COO, VP of Sales, HR, and VP of Engineering are qualified for what they are doing, so I give Sol-Ark credit for those hires. I also look at the general counsel of this company, who is also moonlighting at Sol-Ark or moonlighting at Berson law firm, which he states "specializes in M&A." However, a move such as shutting down mission-critical infrastructure can induce massive civil and criminal liabilities that can affect the IPO or sale to a third party more substantially than the few percentage points of growth that this may cause before the end of the year. As a Harvard-trained JD, he should be well aware of this, but hubris can cause blind spots.

If you look at the CEO/CTO/Founders in his LinkedIn profile, a portion of it is "If I get the honor of meeting my creator, I know he/she/GOD will care about how many of his people we helped rather than our P/E ratio. You will never see another company more committed to our end customers' (families) success than us." These, again, are wonderful-sounding words, but the actions do not back this up. In addition, the closest thing I can find to the founders being veterans is that CMO had ROTC experience.

As a company trying to claim EMP-hardened equipment that is then taken down by servers, it actually destroys the illusion that these are for secure installations. The chances of an EMP event are minuscule compared to a cyber attack.

I would be glad to put a wager that this "kill switch" directive was given to Deye by the president, or under the authority of the president, of Sol-Ark. It does not matter if the servers are in China, US, Canada, Germany, or any other company. The OEM (Deye) would never send out a kill switch without the authorization of the companies being named in this. This will come out in discovery and depositions. Must love those.

This directive was given by the leadership team. Depending on the customer, the products I oversee have OTA servers in the USA, China, Canada, and Europe. The country used is outlined by the MSA(master sales agreement) with the customer. But ultimately, the OEM overseas, who have the teams of engineers, has control over those servers.

If I purchase Deye inverters in a Carribean nation, install them in my vessel, and bring them home, and they die, I will have followed all requirements, not broken any agreements, and, more importantly, I will own the equipment. Or if I lived in Panama and decided to move back to the States. The number of possibilities is endless, and even then, as a company, yes, you do not need to honor a warranty or provide parts, but making equipment worth several thousand dollars worthless is civil case-worthy. It will play out in different states very differently. But if it is tied to medical equipment, such as an oxygen generator, and the person incurs medical complications from this, or death from electrical failure of other medical equipment. Coming from the medical arena, the CMO should be acutely aware of the issues of losing power in more remote regions. I was looking at putting these on my boat, which means if I were in a passage crossing from Ecuador to Hawaii, I would be in the water, wholly screwed, in the middle of the ocean. My internet VPNs and firewalls put me stateside when I have meetings.

Whatever call the companies made to push Deye to push this code out was a terrible idea. They have an exclusive sales agreement with Deye, and I can assure you that Deye follows this. But Deye also sells these to distributors who can try, and do occasionally, circumvent the agreement. It does not give them unilateral authorization to shut these systems down as they do not own them. They do not own the rights to them. And if they did own the rights, they needed to seek a court order to damage/destroy/make inoperative what could be millions of dollars of equipment tied to food, water, and medical. The smarter move was to get a list of them, send demand letters to the distributors, and put a fine to be taken from POs issued to Deye via Sol-Ark. There will be lawsuits from this. This is a guarantee, and Sol-Ark's plans regarding retaining an M&A lawyer will be impacted.

Simon, who was hired in August, should talk to his boss about hiring a PR firm to craft a better statement than the one presented. This one was truly terrible. And from a company that claims, in nearly everything, that it is a veteran-owned company, perhaps it should step up and live up to what Veteran Affairs says: "Military service teaches and cultivates leadership skills. Individuals learn to Take responsibility for self and actions. Make sound and timely decisions." Instead of obfuscating the actions and truths and hiding under the cover of a Chinese boogeyman.

For everyone affected, take notes, photos, etc., of damages and losses incurred and record them. File them with both state and federal agencies, such as CBP and BBB. Pay attention to when the first class action lawsuit is filed. For Sol-ark, thinking the people who purchased a $2kUSD inverter were going to buy a $7kUSD inverter, please take an Intro to Microeconomics course to learn that there is a supply and demand curve. If you want to maximize your money, offer better features that make it more premium and market it through price segmentation. A VP of marketing should be acutely aware of this.
Click to expand...
and this man just reiterated what I said about 10 pages back and 4 or 5 of you chuckleheads thought I was blowing smoke. one does not need a law license to understand the law, one only needs a brain and the desire to learn.
 
van-traveler86 said:
https://signaturesolar.com/TRADE-IN this is a better option for anyone affected with this situation, what deye/solark did to these customers is the same thing solark can do to you simply shut down your system for any internal fight they have with their supplier or whatever reason they want, this is crazy.
Click to expand...

I was on the fence between Solark and EG4.

I am no longer in the fence.

EG4 all the way.
 
I draw some conclusions from this:

- Many people freak out about "muh chinese shutting down our stuff", it will turn out a western company was involved as usual, just check what car company sells a monthly subscription to turn on the heating seats lol

- That explains why some new Solis models suspiciously look like Deye's

- I expect Solis to replace Sol-Ark in the role of selling Deye units with a mark-up :ROFLMAO:

- Thus I expect Deye to backstab Sol-Ark soon and reveal they did it under threat of lawfare

- Whoever leaves the remote self-bricking port connected on important equipment... 🤡
 
Rednecktek said:
Water supply over 4.5gpm, "reliable electricity" of at least 120v, approved sewage treatment system (septic or sewer), and drivable access to the property are all required for a residency permit where I live.
Click to expand...
So a grid tie inverter will not count.
 
I hope if someone gives up on one of the bricked deyes they would let me have it. That way I can try to make a firmware patch that would :

a: fix the bricking for people.

b: remove all control over it by deye and any other online source.

Since this would be a patch there is nothing anyone can do about it since it would be patching the existing firmware image and would not be providing a firmware in itself.
 
timselectric said:
It would, if the grid is not reliable.

Edit: no, a grid-tied inverter would not count.
But a hybrid with batteries would.
Click to expand...

Daddy Tanuki said:
yes it can, as long as you have grid there as well. or if it can run on a battery pack without the grid present...
Click to expand...
I was thinking more about the scale of any infrastructure in regards to the law. For example where I live different roads are the responsibility of local, regional or national government so the road to our property is the last one to be cleared of snow or fallen trees, it’s usually folks here who take care of it. Our little dead end road obviously isn’t vital infrastructure 😱
 
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