We are a small group of people who had researched the best way of achieving a formidable off-grid expedition truck setup. We came across the Victron eco-system and were unanimous in our assessment of the quality, breadth and knowledge of their products.
We have spent the last 18 months accumulating the hardware of a 22kw, 24volt system of generator, battery, shore, and solar powered ESS system.
What we hadn't realised at the time was the sheer lack of support outside of the community forums. Had we have known that Victron seemingly wash their hands in their after-sales role by constantly deferring to dealers whom they supply with the equipment - our journey most definitely would have taken a different route.
This is an utter shame as having accumulated a great deal of Victron products we are still convinced of the superiority of the overall product.
What I and the team fail to understand is this hand washing of the Victron company.
We have spent enough time reading forums, posting requests, and contacting dealers who pass you on from pillar to post.
When we are spending £15,000 plus on advanced electronic equipment, we do not want to be taking on the role of Hercule Poirot in attempting to decipher the myriad posts regarding troubleshooting, tips, tricks and inside knowledge in our attempts to ensure our equipment is properly connected, working and acting in accordance with expectations.
This is not to denounce the community of knowledgeable helpers, but when faced with challenges, questions, hiccups and the like, I for one do not have the time to go looking for solutions through thousands of posts, then testing the validity of such knowledge in a try-and-lets-see-fashion.
This notion that I post a problem and see what comes back at me is ridiculous in the extreme. For sure, there clearly are skilled technicians out there, there are also enthusiasts, hobbyists, and plain wannabe's.
In all of this, there is too much guesswork and wasted time. I have seen contradictions, well-meaning but plain wrong solutions, and a host of other less than stellar solutions.
No thank you - I need a single point of contact with whom I can discuss a problem and see it through to conclusion.
We have even posted outside of the Victron community in our frustrations. It seems everyone has an idea of how it should work, but are in fact clueless as to the context and circumstances.
With regard to the dealerships - nice try Victron - You have made the sale - your dealers have made the sale and now, no-one outside of the forum communities seemingly gives a toss.
Had we have known all of this before we spent such sums on our equipment, we would surely have given Victron a wide berth - this from someone who loves and genuinely believes in the product.
Shame on you Victron
Mark & team