kripstoe

I phoned (calls are recorded for quality purposes) and the UK sounding support lady told me their turnaround time is 2 weeks. 
I then asked why I've been waiting 4 weeks now. She said they closed over Christmas. Fair enough. But I knew this, and my unit was there 2 weeks before they closed. A week after they opened again, she now told me it's going to take another 2-3 weeks, because of the "backlog".
In short. I'm not upset. Lesson learnt. Will stay away and not recommend their products in the future. If it breaks again, will pay for another brand without hesitation.

I phoned (calls are recorded for quality purposes) and the UK sounding support lady told me their turnaround time is 2 weeks. 
I then asked why I've been waiting 4 weeks now. She said they closed over Christmas. Fair enough. But I knew this, and my unit was there 2 weeks before they closed. A week after they opened again, she now told me it's going to take another 2-3 weeks, because of the "backlog".
In short. I'm not upset. Lesson learnt. Will stay away and not recommend their products in the future. If it breaks again, will pay for another brand without hesitation.

Lovely to hear you are up and running again. 👍
As for the overload nonsense, you're machine will handle just over 8 kW through the essential load with Eskom assistance.
My 8.8 kW machine can handle 12 kW through the essential load with Eskom assistance, and I have run more than 8 kW but always less than 12 kW many times, and the inverter is happily working without a problem, for a couple of years now. Oh, and I've never upgraded the firmware either. 

Unit was repaired under warranty. No real explanantion by Sunsynk what exactly went wrong with it. Took them 5 weeks.
As for the the overload, it wasn't overloaded after all. Unit just failed.

Well I followed up today again being the 2 week mark and got told the same thing ... wait 3-4 weeks. I tried calling in at 9am and got a voice message saying "We are currently closed, our office hours are 8am to 5pm Mon to Fri" no wonder its such a mess, they cannot even answer the phone
 

As a installer and seller we will not touch Sunsynk. Period. We generally encourage customers wanting Sunsynk to rather look at another brand.

I am shocked by these reports.
My 8kw Sunsynk has been going well for two years now with no problems.
If you want to sink any brand it must get a bad name from South African consumers.
There are plenty of car manufacturers who can vouch for this.  
I wish Sunsynk well for their venture into Australia as they don’t have our patience.
Oh, and the Aussies read our forums.
Keith would do well to take action in this market.
My brother had a not so good repair experience with Deye recently - will I recommend it. Obviously not …

Looks like Keith is in SA with Herholdts now in Jan. I think first on the agenda must be the repair/ support centre. They look a shambles at the moment. 
 

I have sent Kieth an alert to draw his attention to the forum. Hope this helps.
Sincerely
Jason

Astonishing how the Sunsynk brand has diminished. There is not only Solis, SMA also has a Hybrid that is gaining traction. Also an exchange program for faulty products no repairs. 
When their HV Commercial Inverter was released having known the 6 week wait issue: can you imagine letting a business or factory be without power due to a RMA for 6 weeks. 
The Honeymoon is indeed over & given there are 5 pages of this thread can only say mostly the money is already spent. I also don't see everyone rushing out to replace these units. 
For the most part the inverters work & perform well, but a reluctance to add skilled ppl to the support & handling RMA processes is what is messing up this otherwise good product. What we need is someone like @BritishRacingGreento be able to reverse engineer this machine so that it becomes as common place to repair as Voltronics. 
That will take a lot of time but once again we are discovering that their word means very little. I have had 2 warranty claims with an RMA refused with some under handed works by the same Chantell. 
I didn't make it public because we got it sorted out & only because I dealt with a great supplier in Segen Solar. They made a business decision & forced the inverter to be returned. But what they wanted me to do was to accept a Dead on Arrival unit be repaired & sold as new to a customer. I refused & purchased a brand new unit because I knew the customer will wait 6 weeks so I made a financial decision & kept the customer happy. 
It's a massive let down if you are mid installation & a unit is found to be  faulty. You loose the trust of the customer, you don't get paid the final deposit & it can actually place you under financial stress.
I won't refuse to install the unit but sharing this information allows ppl to make informed decisions. 

Like I said earlier " Sunsynk might have a market share now, but given their dismal after sales support they would soon find the tables turned" ....

I think that you and a lot of installers are looking elsewhere, most consumers blame the installer when the Supplier drags their feet, Sunsynk might have a market share now, but given their dismal after sales support they would soon find the tables turned as @Keith Gough was quick to comment on here with his promises but then like his staff go silent when the ball is in their court. It is only a matter of time. If I need to replace my inverter myself, I too will request my installer to source Solis as a matter of principle and because I don't want to go through this bullshit again
I just saw this as well
Need to return a faulty Solis product? The SegenSolar team will test, diagnose and replace your inverter within 48 hours, allowing 24 additional hours for shipping

For my next install, I will be buying Solis. Apart from being a more advanced unit than Sunsynk, they at least have logistical support in the form of swop-out units for repairs under warranty.  
Plus the Solis is cheaper than the equivalent Sunsynk!

On an install worth 50-100k, having a rock solid, reliable monitoring solution for ~3k is a no brianer. Also, it's pretty much fire and forget. Set it up for someone, bookmark the address for them to login via mobile phone browser and you're done. The Sunsynk app, in my humble opinion, has terrible UX and UI

They are indeed; same OEM; Deye makes both.
My installer warned me of the same thing but still recommended Sunsynk because he preferred the app; the main difference he mentioned was that at the time, it wasn't possible to remotely edit all settings using the Deye app so remote support on Sunsynk was simpler. And the sunsynk.net portal was (again, at the time) somewhat better.
 
He also mentioned that while he hated Sunsynk's hardware support, he almost never needs to use it.
 
This was early last year though, so if the Deye app/portal has come along and has reached feature parity with Sunsynk then I wonder if it makes to just go with Deye hardware if their service is really that much better...

This seems to be what installers are recommending now.
Good hardware, let down by poor service.

Generally are returned rate is extremely low. The  problem is our sales, extremely high even 0.004% results in a lot of returns.
As we really appreciate your support of our brand we have made a decision with all our major distributors. Any customer who has returned an inverter and it has not been repaired or looked at for over two weeks they have proof of the item being returned to our service centre our distributor will offer a brand-new replacement. subject to Ts and Cs 
No customer should wait more than two weeks to have an inverter, repaired or replaced. That is my commitment.
 
Keith Gough
ceo 
 
 
 

Hi @Scorp007that commitment is for Herholds customers. But in saying that I have asked about these loan units. I have had a lemon machine that went in for repairs on at least 3 occasions. They refused a loan unit. In fact they wanted me to bring both units in. They were the 12kW system in parallel. The 2 machines just refused to parallel. I can't tell you from an installers point of view how frustrating these long RMAs can be. 
Imagine a scenario where you have revived the 80% deposit of R150k worth of funds & then you explain to your customer that the heart of the system will not be available for up to 6weeks. Most ppl will think you have scammed them. 
I tell my clients up front about the challenge & I prefer to Install Deye because 2 weeks delay is reasonable but 6weeks is just unacceptable...But the customer is forewarned. If they insist on this machine then I tell them it's at their own risk. 

My inverter often goes over 5kw albeit only for a few seconds or minute at most.
There are audible warnings if enabled that will alert you to overload and if ignored the inverter will throttle back and shut off the loads.
That is normal behavior and should not affect the warranty at all in my opinion and if your installation was done correctly.
 

They are talking rubbish. The inverter has protection incase of overloading . Even if it did break with an overload it should be covered under warranty.