7 hours ago, TimCam said:

Obviously the larger market share you have, the percentage of failures goes up, and your success can bite you in the butt, if you can't ramp up the service channel quickly enough. Problem there is if you ramp up the service channel to match the demand, when the demand tapers off, you are over-staffed. Very common problem this.

 

I would not think that the percentage failures should go up if you have a larger market share.  The number of failures, yes, but not the percentage failures.

8 hours ago, TimCam said:

Most common brands are SunSynk / Deye way ahead of the rest, then followed by the voltronics crowd. Victron installs are few and far between, compared to the rest

Thats very interesting stat, I thought the  axpert brands were in the lead, but it was only my perception, not based on numbers. 

1 minute ago, BritishRacingGreen said:

Thats very interesting stat, I thought the  axpert brands were in the lead, but it was only my perception, not based on numbers. 

Maybe someone should start a new thread. asking forum members what type of inverter, battery, they have and feedback on performance, service etc....

On 2023/03/29 at 10:35 PM, slipx said:

Received my repaired unit today. 58 days later

That's appalling. So how were you managing without the unit and what was the effective loss (cost and inconvenience) and I suspect there's no compensation for you, save for a perfunctory apology???

15 hours ago, PearlJam said:

I would not think that the percentage failures should go up if you have a larger market share.  The number of failures, yes, but not the percentage failures.

Yip, should have put the "perceived" percentage of failures goes up... I believe the quoted stat  is 0.004%

13 hours ago, Moffat said:

That's appalling. So how were you managing without the unit and what was the effective loss (cost and inconvenience) and I suspect there's no compensation for you, save for a perfunctory apology???

Organised a loan inverter

On 2023/04/16 at 7:43 PM, Scorp007 said:

Perhaps one need to hear more real life examples from installers like you. 

Then over time see if things improve!! 

I am not an installer, is my personal inverter that I sent in for repair. 

On 2023/04/17 at 10:44 PM, TimCam said:

Yip, should have put the "perceived" percentage of failures goes up... I believe the quoted stat  is 0.004%

Perhaps 2.66%(4/150)🤔

On 2023/03/28 at 3:09 AM, Keith Gough said:

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 

 

 

 

 

I know of a strip and assess that took 2 months now. The outcome was basically that the damage could have been caused by a voltage spike and that isn't covered under warranty.

On 2023/04/16 at 7:56 PM, Leshen said:

Overall, it’s a great inverter. I have installed close to 150 units and of those, only 4 had failed due to a factory fault. 
 

Seems like the repair centre also does Deye, Fusion and all the other rebranded units which adds to the lengthy turnaround time. 

That's the thing, it's really a great inverter. Would be killer if Sunsynk just sorted their repair logistics out, and gave loan units for warranty repairs.  

On 2023/04/17 at 8:03 AM, BritishRacingGreen said:

Thats very interesting stat, I thought the  axpert brands were in the lead, but it was only my perception, not based on numbers. 

What reaches my ears/whatsapp is that the rent-to-buy operators are installing sunsynk, sometimes deye. And that business is getting very busy.

On 2023/04/17 at 7:35 AM, Mandi said:

We installed a 8KW Sunsynk inverter mid 2022.  The app stopped working after a short while and no response as to a fix to the problem was forthcoming.  In Dec 2022 the system stopped working.  It was removed by our installer and sent back to Sunsynk for a warranty repair.  This morning 17 April our installer received an email to advise that they will get back to us on an update as to where we are in the “queue” for repairs. 
This is the worst service we have ever received and although the product might be good the after sales support and assistance is in my opinion disgraceful.

I advise anyone wanting to purchase a solar system to look elsewhere

Is the problem SunSynk/Deye ZA Service Center of your installer?
Get on the phone to SunSunk https://www.sunsynk.org/tech-help and follow up.

AFAIK, Deye is the manufacturer of Deye, SunSynk, Solar-Ark, Fusion

SunSynk is more popular in ZA as it:

• has different UI
• good website https://www.sunsynk.org/
• good youtube videos https://www.youtube.com/@sunsynk5885
• and the indispensable Keith Gough

Due to the nature of forums you will always find a higher percentage of complaints vs praises.
That's just how forums work.
Not a true reflection of the product.

In my experience SunSynk is a good product and SunSynk South African Support helped when I needed them.
 

On 2023/04/21 at 4:54 AM, frivan said:

I know of a strip and assess that took 2 months now. The outcome was basically that the damage could have been caused by a voltage spike and that isn't covered under warranty.

If there is enough or recommended breakers or fuses and installed by a certified/authorized installer, how then is this NOT covered under warranty?

1 hour ago, Moffat said:

If there is enough or recommended breakers or fuses and installed by a certified/authorized installer, how then is this NOT covered under warranty?

Insurance covers lightning damage.

6 hours ago, Moffat said:

If there is enough or recommended breakers or fuses and installed by a certified/authorized installer, how then is this NOT covered under warranty?

It wasn't a certified installer. Plugged in a Deye and it worked perfectly.

Let's see folks just logged a 12kW Sunsynk failure of the unit. It has a very foul burnt smell on the inside. The unit worked perfectly for up to 3 weeks.

Let's test the Sunsynk RMA process. I am a registered installer & have installed plenty of these without a single issue. The machine at the point of failure was servicing a 9kW load on the non essentials. 

The machine was installed correctly using the required rated MCBs & with spec. Let's see & start the timeline here & I will update accordingly. 15/12 FreedomWon was paired & a good size up to 10kW LONGi Array with close to 380V Voc. 

22 hours ago, Steve87 said:

Let's see folks just logged a 12kW Sunsynk failure of the unit. It has a very foul burnt smell on the inside. The unit worked perfectly for up to 3 weeks.

Let's test the Sunsynk RMA process. I am a registered installer & have installed plenty of these without a single issue. The machine at the point of failure was servicing a 9kW load on the non essentials. 

The machine was installed correctly using the required rated MCBs & with spec. Let's see & start the timeline here & I will update accordingly. 15/12 FreedomWon was paired & a good size up to 10kW LONGi Array with close to 380V Voc. 

Hi Steve. Miraculously my 8kw was repaired within a week. 

Hi @LeshenI hope the same happens here. The machine really failed in a very disgraceful way. The smell of burning wires is all over the cable tray but nothing visible. 

Let's see how this plays out, fingers crossed we get the same turnover time...

Good day

We purchase a 5.5 KW

Sunsynk inverter & battery 2022 October. From dayb1 the inverter give problems, December 2023 something burned inside, it went in June, still alot of problems afterwards. June it burned again and have plenty setting problems. It is in for repair now for 3 weeks. I ask for a new inverter seeing there a 10 year extended warranty on it. Sunsynk just say they fix, no replacement. What must I do to get a replacement. Please

Let know. Here is my mail address: [email protected].

On 2023/03/28 at 3:09 AM, Keith Gough said:

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 

 

 

 

How do I check this with my installer? My unit failed 30 Nov and I'm still waiting for feedback from Sunsynk via installer.

18 minutes ago, kripstoe said:

How do I check this with my installer? My unit failed 30 Nov and I'm still waiting for feedback from Sunsynk via installer.

We have seen from a number of people including installers that talk is cheap and mostly promises. Very sad but this is how Sunsynk do things. 

Many posts around this problem. 

Give the Sunsynk support in Randburg a call. The reality is this is how they operate. You can wait up to 6 weeks for a machine to be ready & repaired. They have a very poor RMA process. If the inverter was bought from Herholdts you may have better results as they repair themselves. 

If there is one thing I have learnt in business, I have said this on numerous occasions. The products you buy and install are only as good as the support from the supplier.