David Drake

e @TheMac, Thank you for your response, your points are well made. The reason for my post was not to make excuses but to try in a short post to better explain our process and the reasons for delays, it's unfortunately a large topic for discussion that would take to much time here. Rest assured, we are aware and cognisant of the issues we face, as well as the loyalty that we are shown by the installers out there that have made this brand what it is. We do not hide behind our brand or the success we have experienced, this is fleeting and can be lost as quickly as it arrived. We are constantly working towards improvements in our skills, systems and everything else around service and support. This sort of feedback is important, unfortunately i cannot be on every forum or chat group so do miss some things, having it brought to my attention allows us to focus on the areas where we need to improve. I did however in my previous post give an email address and telephone number of the person who can be contacted to follow up on a repair or assessment, my mail address was also attached. For reference they are below, please feel free to contact us at any time for support related matters, i assure you will look into them and resolve them. Sunsynk Repair Support: [email protected] - 061 504 4735 David Drake: [email protected] kind regards, David Drake.

Good day All, My name is David Drake and I am the Director for Sunsynk South Africa, I also sit at the repair centre in JHB so can comment on the below. I understand the frustration that is felt when an inverter has failed, for whatever reason, and needs to be assessed and possibly repaired. We work on a first come first served basis. We have had many discussions, and been shouted at many more times because there are "special cases" and installers that believe they are better than the rest, and therefore should get preferential treatment. Granted, there are some very good, very experienced installers out there that maybe should get abit of special treatment, there are also a lot of people installing inverters that should not be allowed anywhere near them, this is unfortunately the state of the industry. The problem then when an inverter is booked in for assessment / repair is identifying what calibre of installer you are. Who gets the preferential treatment and who gets told to wait? The only fair way, to everyone, is FCFS. With regards to lead-times and communication. Our lead times are generally in the region of 2 weeks for assessment. This time frame is unfortunately variable, there are a number of factors that contribute to returns, and therefore an increase in lead times based on volumes: - Lightning is a massive cause of returns, if the system is not correctly or adequately protected it may be damaged. - Grid instability and 'dirty power'. - Incorrect installation. - Negligence or abuse. - Incorrect system design and installation. - Even no fault found. This frustratingly accounts for a large number of assessments. - Etc, etc... The reasons for return are many and varied, every inverter that comes into the repair centre, irrespective of the cause is tested, repaired and thoroughly tested with results recorder, before being released. This is not a quick process, and will never be rushed. We have dedicated people that look after this part of the process, their role is to communicate and inform. For any repair related enquiries please contact: [email protected] or whatsapp on 0615044735. There are 10 highly skilled and experienced technicians that perform not only assessment and repair, but also offer support, guidance and training to installers and end users across the spectrum. Along with another 8 people performing administrative roles. These people work hard and are dedicated to ensuring that every repair is carried out correctly and as quickly as is safely and practicably possible. Mistakes are made, and delays are experienced, this is acknowledged. We do however endeavor to get things done. It goes without saying that the success of the Sunsynk brand is driven largely by support, this is our reason for existence. Please feel free to contact me directly if you have any issues with service or support, I commit to you that they will be investigated and resolved to the benefit of all concerned. Kind Regards, David Drake. Director Sunsynk SA [email protected]