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anacrhy2007 avatar image
anacrhy2007 asked

How to get support from VICTRON directly?

Hi guys,

How do I get support from Victron directly? Not happy at all with my distributors lack of support. Been struggling with overload warnings in ESS since I installed this Multiplus II 8KVA. It has now been 1 year.

First I was told (by the distributor) it's the Pylontech 10KW battery bank that causes the warnings, replaced this with 10KW BSL batteries from the distributor in question but still the same issue.

I had the inverter and cerbo with the distributor. They tested the unit in UPS mode for 2 days. I explaind specifically that this only happens in ESS. Their response "we don't normally test ESS". they then proceeded to test with ESS enabled at 1KW load for exactly 1 hour and responded with "No fault Found"

I swopped the problematic 8KVA with a loan 5KVA. Ran it for a week without any overload warnings.

How is this supposed to work? I have installed a little over 20 Victron units and i have to offer support on my own?

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1 Answer
nickdb avatar image
nickdb answered ·

The place to start is the link in the guidelines of the community where you can insert your serial numbers and confirm if the party you are dealing are the master distributor. If not, log the case on that page.

If so, use the contact us page on the main victron site to find the details for your regional manager, and escalate through that.

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Alexandra avatar image Alexandra ♦ commented ·
@Anacrhy2007


Just to add on, if you are installing as a business it really is your job to troubleshoot.

Seems you have done various steps. The pylon bank was definitely undersized btw.

The overload warning is only when ESSing? or does it happen when inverter its full/overload as well? You would not have been able to test overload with the pylon bank but should be able to with the BSL bank.

You do need to perform the pre rma tests and other due diligence. What is ambient is the unit hotter than normal? Is there a definite load/condition that triggers it? All questions that need to be answered by the installer.

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anacrhy2007 avatar image anacrhy2007 commented ·

Thanks @nickdb The distributer is on the list and is normally very good. But unfortunately in this event they have been terrible.


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