VanLife + Signature Solar = Resolved

[SpeedFusion]

After my original inverter failed and destroyed my batteries, i had to replace all of it and i wanted to prevent that again.

My new system full Victron with EG4 batteries, my one requirement was the batteries talked to the Victron Setup.

Worked sales at Signature Solar, let them know my needs and was sold 3x 12v Lifepower4. (doesn’t talk to Victron even with 3rd party support.)

Drove to Texas from Colorado and did local pickup since i live out of my van, and installed them at a friends house in OKC. Spent two weeks troubleshooting before contacting their support. After two weeks with there support they let me know they sold me the wrong batteries.

 

[SpeedFusion]

RMA process:

They finally offered a full refund, once they received them and checked them.
But i would have to put them in the original boxes, attach to a pallet, take a photo, then schedule a pickup with them.

Living out of a van, i didn’t keep the boxes nor have a pallet or place to store while waiting on pickup.

I’m looking at being with out power for a week just to get the credit, then another week to have the new ones shipped to a friends house.

When there RMA sent me the form to return them, i emailed them back on the 6th to let them know that shipping them back wasn’t an option, given the turn around.

After not getting a response for over a week from Signature Solar, I called yesterday(17th) to find out that they canceled my RMA since i didn’t fill out the form. (lack of response from customer)

My only option at this point is to drive back to Texas, and do the exchange in person. Then pay full price for the correct ones.

Its extremely frustrating, that i’m still paying for their mistake.

 

[SignatureSolarPeyton]

RMA process:

They finally offered a full refund, once they received them and checked them.
But i would have to put them in the original boxes, attach to a pallet, take a photo, then schedule a pickup with them.

Living out of a van, i didn’t keep the boxes nor have a pallet or place to store while waiting on pickup.

I’m looking at being with out power for a week just to get the credit, then another week to have the new ones shipped to a friends house.

When there RMA sent me the form to return them, i emailed them back on the 6th to let them know that shipping them back wasn’t an option, given the turn around.

After not getting a response for over a week from Signature Solar, I called yesterday(17th) to find out that they canceled my RMA since i didn’t fill out the form. (lack of response from customer)

My only option at this point is to drive back to Texas, and do the exchange in person. Then pay full price for the correct ones.

Its extremely frustrating, that i’m still paying for their mistake.

What is your email so I can look into this and get you taken care of?

 

[HRTKD]

my one requirement was the batteries talked to the Victron Setup.

Why is this a requirement?

 

[dcg9381]

Why is this a requirement?

It really doesn't matter. I'd assume (also that inverters that can speak to the batteries via their protocol) would be "better" also, but if he was sold a product indicating that they they were compatible in term terms of battery communication, that's what should be provided.

Most of use drop to "dumb" battery mode (USE mode) and make it work. But this customer stated requirements up front. End of discussion.

I'm a host for Boondockers welcome. I can't image trying to engineer this stuff on the road in a van.

 

[SpeedFusion]

Why is this a requirement?

After having a defective Sigineer inverter, that was over charging my batteries even on the lowest charge voltage. I want to eliminate that possibility given that we have the BMS tech to do that.

Being full time Vanlife, if the system fails again, it will force me to work from a hotel or a friends house if one is close.

 

[Brucey]

RMA process:

They finally offered a full refund, once they received them and checked them.
But i would have to put them in the original boxes, attach to a pallet, take a photo, then schedule a pickup with them.

Living out of a van, i didn’t keep the boxes nor have a pallet or place to store while waiting on pickup.

I’m looking at being with out power for a week just to get the credit, then another week to have the new ones shipped to a friends house.

When there RMA sent me the form to return them, i emailed them back on the 6th to let them know that shipping them back wasn’t an option, given the turn around.

After not getting a response for over a week from Signature Solar, I called yesterday(17th) to find out that they canceled my RMA since i didn’t fill out the form. (lack of response from customer)

My only option at this point is to drive back to Texas, and do the exchange in person. Then pay full price for the correct ones.

Its extremely frustrating, that i’m still paying for their mistake.

At this point seems like driving back and getting full refund then going with another vendor or configuration may be better?

 

[Brucey]

Sorry read the original post better, you need the batteries exchanged. Are they suggesting eg4-LL mk2s?

 

[dcg9381]

RMA process:

My only option at this point is to drive back to Texas, and do the exchange in person. Then pay full price for the correct ones.

What are the "correct ones"? I have the EG-4 LL V2s. Last I checked they wouldn't talk to BMS application when setup in series communication. I know SS was working on a fix and others had found a way to wire around it. To be fair, I have not tried them in EG-4 mode with the inverter, most people just set the "general" battery parameters and move on rather depend on EG-4 mode for communication.

 

[SpeedFusion]

At this point seems like driving back and getting full refund then going with another vendor or configuration may be better?

Not many 12v options that will talk to Victron, if I was 24/48v that would be different. Plus I rebuilt my cabinet to fit the server rack style batteries.

What are the "correct ones"? I have the EG-4 LL V2s. Last I checked they wouldn't talk to BMS application when setup in series communication. I know SS was working on a fix and others had found a way to wire around it. To be fair, I have not tried them in EG-4 mode with the inverter, most people just set the "general" battery parameters and move on rather depend on EG-4 mode for communication.

Those are the ones they tell me will work. It requires a custom rj45 cable, that connects their pin out to cerbo. They sell one on there sites. Looks like 4 > 7 and 5 > 8 is the wiring.

 

[SpeedFusion]

@SignatureSolarPeyton Did you see my message i sent last week? I haven't heard from the RMA team in over a week after i let them know i will have to drive down to do the exchange in person.

Also the spec sheet on the LifePower4 webpage (https://signaturesolar.com/eg4-lifepower4-lithium-battery-12v-400ah/) clearly states, they communicate with Victron. (screen shot from spec sheet)

 

[SpeedFusion]

After waiting over a week for a response from the SS RMA team, about trying to setup an appointment for a return trip to Texas to do the exchange in person. I called and customer service said my ticket had been escalated to the "Resolution Specialist" and it had been in their queue for over 7 days.

The best offer from the RMA team was free shipping plus the promo(since ended) that was 5% off.
The Resolution Specialist contacted me today, and is now only offering me just the 5% off.

So the two option SS has given me are:

Be with out power for at least a week, and make arrangement to stay at a friends. Plus $180 on shipping now.
Or
Spend $420 dollars (tax+fuel) to drive back down to Texas to do the exchange in person.

I have tried time and time again, to find a solution with SS that doesn't cost me more money but yet here i am 3 months later still having to pay more, for their mistake.

@SignatureSolarPeyton Never responded to my message, with my email and order number.

 

[SignatureSolarPeyton]

After waiting over a week for a response from the SS RMA team, about trying to setup an appointment for a return trip to Texas to do the exchange in person. I called and customer service said my ticket had been escalated to the "Resolution Specialist" and it had been in their queue for over 7 days.

The best offer from the RMA team was free shipping plus the promo(since ended) that was 5% off.
The Resolution Specialist contacted me today, and is now only offering me just the 5% off.

So the two option SS has given me are:

Be with out power for at least a week, and make arrangement to stay at a friends. Plus $180 on shipping now.
Or
Spend $420 dollars (tax+fuel) to drive back down to Texas to do the exchange in person.

I have tried time and time again, to find a solution with SS that doesn't cost me more money but yet here i am 3 months later still having to pay more, for their mistake.

@SignatureSolarPeyton Never responded to my message, with my email and order number.

Your emails were in my spam folder again. Sending email right now.

 

[GuyG]

Your emails were in my spam folder again.

I don’t even have a spam folder; the dog ate it. Again.

 

[RV10flyer]

Your emails were in my spam folder again. Sending email right now.

Keep up the good work. Good customer service pays off. 22 years in business providing for my family.

 

[SpeedFusion]

Getting ready to make the drive from Denver, Co, back to Sulphur Springs, Tx to return the three batteries and DIY replacements. Since they required me to source a pallet and battery boxes, then store for at least 48 hours to ship them back. I also don't trust them at this point, to be honest if i did ship them back.

List of things i offered/tried to make it right:
1. Asked them to send me 3 correct batteries and i would use the boxes/pallet to return the existing the same day. Could have handed them back to the delivery guy in less than 15 minutes. They refused to do a 1 for 1 swap. (Price Difference was ~$275, due to not paying taxes this time)

2. Asked them to send me 2 of the correct batteries plus an empty box. Would only if they could first charge me for the two new batteries. (I'm not extending them a $4,000 line of credit for their false advertising)

3. Offered to drive from Denver to swap in person 1 for 1, but they refused to do a 1 for 1 swap. (costing me $300 round trip in fuel to drive them back)

Best offer they had:
They would issue me a credit when the driver picked up the old batteries, and ship out 2 of the correct batteries with free shipping.
But it required the batteries to be packed on the pallet before they would even schedule the pickup. Which at best the pickup was 48 hours later. So i was looking at least a week with out power. But still would not provide any additional discount for my inconveniences.

The "solution specialist" gave me a take it or leave it offer of a 5% discount, but it only really applied if i bought three batteries, thus spending more money with them. Which would cost me another $1,000 due to fuel and taxes on local pickup exchange.

Still never heard from Peyton, even though he clams he my message was in his emails spam......I sent my info to him in a DM on the forum.

 

[S610]

Getting ready to make the drive from Denver, Co, back to Sulphur Springs, Tx to return the three batteries and DIY replacements. Since they required me to source a pallet and battery boxes, then store for at least 48 hours to ship them back. I also don't trust them at this point, to be honest if i did ship them back.

List of things i offered/tried to make it right:
1. Asked them to send me 3 correct batteries and i would use the boxes/pallet to return the existing the same day. Could have handed them back to the delivery guy in less than 15 minutes. They refused to do a 1 for 1 swap. (Price Difference was ~$275, due to not paying taxes this time)

2. Asked them to send me 2 of the correct batteries plus an empty box. Would only if they could first charge me for the two new batteries. (I'm not extending them a $4,000 line of credit for their false advertising)

3. Offered to drive from Denver to swap in person 1 for 1, but they refused to do a 1 for 1 swap. (costing me $300 round trip in fuel to drive them back)

Best offer they had:
They would issue me a credit when the driver picked up the old batteries, and ship out 2 of the correct batteries with free shipping.
But it required the batteries to be packed on the pallet before they would even schedule the pickup. Which at best the pickup was 48 hours later. So i was looking at least a week with out power. But still would not provide any additional discount for my inconveniences.

The "solution specialist" gave me a take it or leave it offer of a 5% discount, but it only really applied if i bought three batteries, thus spending more money with them. Which would cost me another $1,000 due to fuel and taxes on local pickup exchange.

Still never heard from Peyton, even though he clams he my message was in his emails spam......I sent my info to him in a DM on the forum.

Might want to send the CEO, James Showalter, an email. I would just copy/paste your above post james@signaturesolar.us

(Got the link from this thread so hopefully it still works: https://diysolarforum.com/threads/signature-solar-dude.24403/ )

 

[SpeedFusion]

@S610 I've been trying to get this resolved for two months, and its been made clear that they don't care.

Sold batteries that didn't support my request.
Then was sold the cable that was i was "missing". (if i had the correct batteries)
Took 2 weeks for tech support to confirm i had the wrong batteries.
RMA team wanted them shipped back in boxes/pallet, and when i told them that wasn't an option they canceled my RMA ticket.
Peyton just tries to save face on the forum by saying he will help, but still not heard anything from him.
Customer service got the RMA ticket reopened.
RMA then escalated me to the Solution Specialist (with out letting me know) after i told them i'd have to drive them back.
Specialist offered me 5% off if i spend more money.

So only 1 out of the 6 points of contact i've had has been semi positive. Which was customer service, updating me on info they had from the other departments.

I have my appointment Monday for my return/refund, depending on how that goes i'm considering filing a complaint with the BBB. Not that their rating can go any lower on there.

 

[Tulex]

Wow.... I just purchased solar panels from them, everything went well. But, if I had read this thread before ordering, I wouldn't have gone with them, know that that could end up being my experience. Especially after a SS rep popped in here twice to make it look like you were being taken care of, and then didn't follow through. Sad.

 

[Crowz]

That BBB page was an interesting read....

Hope it all works out in the long run.