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alain24 avatar image
alain24 asked

Victron energy customer support

Greetings,

This is my first post, ever, on Victron website.

I have done many installations and the products appear to be of above average quality.

That being said I am surprised in what I now discover as "customer support".
I have no doubt that my customers, their insurance, their broker and even myself cannot accept what appears to be considered 'support'.

i/e "someone" on the Victron "Forum" assured me this Victron product was certified or adequate, is un-acceptable.

As an installer who is responsible and accountable for my work, I need to know from Victron that a specific product is approved, and by who: ABYC?NFPA?ISO?NEC?
Who?

Opinions of well intended customers is not a Victron verification.

Example:
https://www.victronenergy.com/inverters/phoenix-inverter-vedirect-250va-800va#datasheet
Is this marine approved?

Kind regards,

a.

PS the form is so cumbersome to use that after 30 minutes I just anything that would allow it to post. What a disaster.



PylontechBattery Protecttechnical drawings
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Mike Dorsett avatar image Mike Dorsett commented ·
? Try defining "marine approved" . All Victron products would have an IP rating that allows you to judge as an engineer whether it is suitable for a particular environment.
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nickdb avatar image
nickdb answered ·

@Alain24 it helps to verify your account when you join, so it would appear you failed to reply to the link that was sent by email, this will not help a new account post as it triggers spam filters.

If you read the forum guidelines it shows the support channels, this is a community site for sharing experiences. It is not support. Certifications are listed on the victron product site and your suppliers are also responsible for being skilled about the products in their sector.

You wouldn't go to facebook and ask for advice that you needed to be absolute, doing so on any forum which is open to the public is not the place for that.

If your suppliers are letting you down, perhaps it is time to pick another.

All you will get here is an assortment of comments and opinions which will vary in accuracy and expertise, it is there to point you in a direction but ultimately it is still your responsibility to validate the information.

https://community.victronenergy.com/questions/5889/new-victron-community-guidelines.html


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scraggs avatar image scraggs commented ·

"If your suppliers are letting you down, perhaps it is time to pick another."
With the greatest of respect to you but if Victron don't want to offer customer support direct then isn't it Victrons responsibility to ensure the suppliers they approve to sell their goods can offer that customer support ?

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nickdb avatar image nickdb ♦♦ scraggs commented ·

I am sure they would, feedback of who is doing well and who isn't is always helpful, though constructively. Rants rarely help anyone, and like any good story, there can be more than one side.

It is not a case of not wanting to provide direct support, as a smaller organisation they have to rely on partners to scale globally, this is not an uncommon model. For the most part it seems to work (though experiences may vary), you need to understand that there has been huge growth particularly with people either DIY'ing or tackling installs without the prerequisite training and experience. This puts a great burden on any support structures.

In the OP's case there seems to be a mistaken belief that this site is support. It isn't.

The points raised above are about product knowledge and documentation, which seem more presales/product orientated and are available through more than one channel.

On a community site, the one thing available in abundance is opinion, so if that is all that is required, look no further ;)

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dc4me avatar image
dc4me answered ·

nickdb is spot on! I read this forum daily. All I can say is I appreciate the information that is gained with certain comments. Others I disregard. But I would thank all that contribute. People that get on this site with rants and nasty comments should go elsewhere. As far as the OP maybe this should be your first and last.

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Michelle Konzack avatar image
Michelle Konzack answered ·
Sorry, but if you are installer, you buy usually the items from a distributor which is accredited and has usually the competence to help you. If he personally can not help you, he has a technician @Victron which help.


My distributor in Estonia does exactly this but since my distributor is specialised in Batteries, Chargers and Inverters, he has absolutely no clue, how to setup an Off-the-Grid or ESS system. Hence he need Infos for his other (private) customers, he come to me. If I need help, my questions are forwarded to Victron.


Or do you buy your Victron Items on Amazon? This sellers are not even registered at Victron and they simply sell you stuff and let you alone with it.


Think about this.


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