29 Aug, 2020 → by ClaimboUser816157
Failed inverter and four months plus to replace it

1

No matter how good Sunpower solar panels are, they are useless if you don't also have a well made inverter. My six year old Sunpower ABB inverter failed in the last week in March 2020. It was determined in May that it would be replaced under warrantee. It was finally replaced four months after it failed on July 13th, 2020. The reason for the delay was "An error in the ordering process" (huh?) and, Covid 19 (of course!), and "we can't find the exact same model"(you will wait until we do!). Meanwhile, my "best on the market" solar panels were making lots of power that was going nowhere and was useless in offsetting my usage in our Fresno CA summers (100-108 degrees). Despite keeping AC at 83 and using fans, my true-up was going up and up. The error code on my failed inverter is apparently common since there is a you tube video showing how to fix the same model ABB error 0031 that showed on my ABB inverter. Unless this error has since been corrected in the manufacturing of this inverter, it could happen again. I asked if this new inverter has a 10 year warrantee. It does not. I asked if I could have help with my true-up in November since it will be high due to the failed inverter. "No. We provided you with a free replacement". Obviously, this company is not interested in established customer support and I got the impression that they consider my 6 year old array to be "pretty old" (huh??). Then why the 25 year warrantee on the panels?. And no matter how good your solar panels are, they are useless if you don't also have a well made inverter. Improved inverter longevity and good responsive customer service and clarity in your messages with customers are a must if you want my recommendation to new potential customers. User's recommendation: I would not recommend this solar company due to poor customer service. And FYI, great solar panels worse than useless without great inverters.
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