Sunsynk customer service

[Isetech]

I must say things are certainly improving. As I am sure you have read in the past, I have had nothing good to say about Sunsynk support, their technical support was bad.

I found a magnetic (ferrite) ring inside the inverter box this weekend, while doing an installation. Something I have never seen inside the box before (or should I say never noticed). The ring is used to prevent interference. My question was do I have to install the ring, does tit affect the inverter warranty (really that is all that matters)?

Logged into my Sunsynk plant list, click on top right corner (application center), then customer support and enter, 3 seconds and I got a response, typed in my enquiry and within 5 minutes the query was resolved.

I am impressed.

Anyone can use this support, customer or installer.

If you use the app on the phone, go to me, tap application center, customer support, tap enter and type your query.

[Andrew_van_Zyl]

Ya they have upped their service levels.
Haven't come across a ferrite ring yet - what do they say one has to do with it?

[Isetech]

It was found inside the Sunsynk inverter box last week, it is mentioned in the installer manual.

It is used to reduce interference, you wrap the battery cable twice through the ring. I dont know how you would get 2 x 50 mm battery cables looped twice through the ring and still get it into the terminals inside the inverter.

The small ring is for the BMS comms cable, same thing. just you wrap it 4 times.

I have read of people experiencing noise on ham radios, maybe that would reduce the interference, I have never tried it.

[Isetech]

I have a lot bad things to say about Sunsynk technical support, today I had to go to one of the sites I manage, due to a complete shutdown with an alarm.

Because we haven't had load shedding for 23 days, I have made a few adjustments to all the sites, unfortunately one site had a major power problem in the area, so it has been off for a couple of days and we because haven't had any sun for a couple of days, the batteries dropped below the thresh hold. I made a few adjustments to get the system back on line, unfortunately that didnt work, including a factory reset, which also didn't work, resulting in a tech support call.

Called technical support, got a ticket emailed with a couple of minutes, the call was transferred to a technician in SA. Gerrie ran through why the system would not switch on, gave me a ton of information about the batteries.

Kudos to Sunsynk support, you guys have certainly improved your tech support.

I give you 10/10 for the support today.

[Derlyn]

Will I be doing myself a mischief buying one ?

[Isetech]

Maybe this will help you make a decision:

I can supply you the equipment, the prices must be good because I supply other contractors and I have family I need visit where you live .

I have done a fair amount of research and completed a number of installations, dont need the manual anymore and you have my direct number.

The tech support has improved to a point that I feel comfortable, giving them 9/10, why only 9/10, there is still room for improvement, which I am sure Keith will get sorted out.

The only downside to Sunsynk at the moment is brand specific training, I have had to learn the hard way, which I like because I get to learn more than the people who dont experience any challenges. They need to up their game if they want to stay ahead of the rest.

Some might say Deye is a better product, if you havent figured that they come out of the same factory, same prices and the same tech support, I am on all the support groups, if you dont offer proper training you gonna end up with 10 000 messages on groups asking the same question over and over, lots of warranty claims. Some might say you can watch all the videos, I dare to to try stay awake longer than 2 videos. I have watched all the videos (every single one) and read all the manuals more than once and still asking questions.

Some might say there is another product which is the Rolls Royce of inverters, I am not convinced.

One important piece of advice, which every brand you select, dont mix products. I have customers who saved a few pennies buying other brands of batteries and mixed with Sunsynk, DONT. If you do decide to go Sunsynk make sure you buy a Sunsynk battery. We only install Sunsynk IP 65 5.1 kwh batteries, rack and stack them. Some will say the 5.1 is a C0.5 rated battery and the Sunsynk 5.3 kwh is a C1 battery, burnt once, twice shy.

If the design is correct, installation is done properly, parameters set correctly, circuits split as required to prevent overloading, you going to wonder why people complain about load shedding and save a few bucks. We hardly ever install systems for load shedding anymore, now it is more about saving money.

Will I be doing myself a mischief buying one ?

[Isetech]

I cannot think of anything more frustrating than dealing with a technical support centre that has unskilled people in that field, and every time you ask a question they put you on hold while they ask someone else for the answer.

This is why I make sure I figure out who the people are who know their stuff.

I opened a chat with Sunsynk tech the day before yesterday, advised the person of the issue and they requested the SN and gateway key, a couple minutes later the problem on the one site was resolved, I was then informed that the others would take a while to update.

So today I opened the app on the phone and imagine that, "NO DATA" , I opened another chat and asked the same question, shared the SN and gateway key, this time I was told that they cannot resolve that type of issue and I would have to contact Susnynk.org

[Derlyn]

My previous post disappeared.

I've heard from more than a couple of installers that they are going for Luxpower inverters. The motivation seems to be price.

Will I be doing myself a mischief buying one ? 5Kw 10 grand.

[GCE]

My previous post disappeared.

I've heard from more than a couple of installers that they are going for Luxpower inverters. The motivation seems to be price.

Will I be doing myself a mischief buying one ? 5Kw 10 grand.

I talk under correction - The Lux Power is an off grid inverter and so you do not have the advantage of "feeding back " within your grid to non essential loads with PV during the day when there is excess solar.

So , the price is attractive short term , but long term savings it is better to go with a full hybrid that can feed essential loads and use excess solar to feed " your grid " for lack of a better terminology

[Derlyn]

Thank you brother.

I've also heard that here in our valley, there are clients with large solar systems who are so disillusioned with the tariff structure here that they have instructed their respective installers to set up the system so that it doesn't feed back.

I'm going to dig a bit deeper to come up with figures as to why they would choose that option.

I know so far that irrespective of the system size, 20A per phase is the maximum that is allowed to be fed back and the rebate is R1 / KWh.