6 weeks to purchase parts from Schneider?

twistedtreetwistedtree Solar Expert Posts: 99 ✭✭
I have an order into Schneider for a replacement part for an XW inverter.  I have bought from them before and it has been slow, but nothing like this.  It's going on 6 weeks now since I sent in the PO and received an acknowledgment.  But still nothing.  I don't think the order has even been processed because they would have called for payment info if it had.  I have sent in inquires twice with no response.

How on earth can I continue to do business with a company that operates like this?

Comments

  • Dave AngeliniDave Angelini Solar Expert Posts: 3,453 ✭✭✭✭
    This may or may not make you feel better. They had huge back-logs because they shipped just about everything world wide in to the hurricane areas. They had sales inform people about this but many other companies who sell their product did not inform. I had to use some creative means for my clients to get jobs done.

    So whoever you did business with should have told you about it, but maybe you can think of people living in pretty lousy conditions do a bit better because of what they did.

    You can do business or not do business with anyone you want right? Trump did not do this...
    "we go where power lines don't" Sierra Mountains near Mariposa/Yosemite CA
     http://members.sti.net/offgridsolar/
    E-mail offgridsolar@sti.net

  • MangasMangas Solar Expert Posts: 544 ✭✭✭✭
    edited January 18 #3
    I lost one of my Charge Controllers month or so ago.

    Schneider was very apologetic they couldn't immediately send us a warrantied Controller and was forthright with their supply chain back order explanation.

    Fortunately, we found a retail unit and will use the warrantied unit received last week as a spare.  Being off grid, I had planned to have a spare on hand anyway. I'm just built that way.

    I've found Schneider to be very helpful and responsive but understand the unusual situation they found themselves in.

    My dealings with them have been good. Also, good to know their equipment is mainstream and in demand!





    Ranch Off Grid System & Custom Home: 2 x pair stacked Schneider XW 5548+ Plus inverters (4), 2 x Schneider MPPT 80-600 Charge Controllers, 2 Xanbus AGS Generator Start and Air Extraction System Controllers, 64 Trojan L16 REB 6v 375 AH Flooded Cel Batteries w/Water Miser Caps, 44 x 185 Sharp Solar Panels, Cummins Onan RS20 KW Propane Water Cooled Genset, ICF House Construction, 2 x High Efficiency Variable Speed three ton Central A/C 220v compressors, 2 x Propane furnaces, 2 x Variable Speed Air Handlers, 2 x HD WiFi HVAC Zoned System Controllers
  • twistedtreetwistedtree Solar Expert Posts: 99 ✭✭
    At time of order, the part was in stock (actually a couple of them).  I would have expected some notification of backorder if that were the case.
  • Dave AngeliniDave Angelini Solar Expert Posts: 3,453 ✭✭✭✭
    Who did you order it from as said before? Schneider does not sell small orders. Even I use my dealer vendors and they buy in bulk from Schneider quarterly to get me lower prices. You could have asked here and been told without making this into more than it has to be. It may be easy to blame Schneider but the dealer is the problem.
    "we go where power lines don't" Sierra Mountains near Mariposa/Yosemite CA
     http://members.sti.net/offgridsolar/
    E-mail offgridsolar@sti.net

  • Dave AngeliniDave Angelini Solar Expert Posts: 3,453 ✭✭✭✭
    Hey Mangas, staying dry down there :)  I think this year we are in SW Arizona. Little rain and nice sunny days. 
    "we go where power lines don't" Sierra Mountains near Mariposa/Yosemite CA
     http://members.sti.net/offgridsolar/
    E-mail offgridsolar@sti.net

  • MangasMangas Solar Expert Posts: 544 ✭✭✭✭
    Hi Dave.

    Weather has been absolutely beautiful but unfortunately no moisture which we depend upon.

    Fire danger continues high in the mountains and valleys.  Weekend looks promising.

    Glad you're out of the smoke.  Been there done that many times!


    Ranch Off Grid System & Custom Home: 2 x pair stacked Schneider XW 5548+ Plus inverters (4), 2 x Schneider MPPT 80-600 Charge Controllers, 2 Xanbus AGS Generator Start and Air Extraction System Controllers, 64 Trojan L16 REB 6v 375 AH Flooded Cel Batteries w/Water Miser Caps, 44 x 185 Sharp Solar Panels, Cummins Onan RS20 KW Propane Water Cooled Genset, ICF House Construction, 2 x High Efficiency Variable Speed three ton Central A/C 220v compressors, 2 x Propane furnaces, 2 x Variable Speed Air Handlers, 2 x HD WiFi HVAC Zoned System Controllers
  • twistedtreetwistedtree Solar Expert Posts: 99 ✭✭
    Who did you order it from as said before? Schneider does not sell small orders. Even I use my dealer vendors and they buy in bulk from Schneider quarterly to get me lower prices. You could have asked here and been told without making this into more than it has to be. It may be easy to blame Schneider but the dealer is the problem.

    No dealer is involved.  This is an order directly with Schneider for a repair part.  I'm not sure what I would have asked here to avoid this.  They told me to order the part, sent me the paperwork to submit, and said the part was in stock.  It's the same process I have been through with them before for repair parts.
  • EstragonEstragon Registered Users Posts: 1,809 ✭✭✭✭
    Stuff happens. Just because the computer says a part is in the bin it should be, doesn't mean it actually is. Maybe ask if they know of a stocking dealer?

    Somewhat related, I asked a major ag/contruction equipment (diggers etc) dealer recently how long products were supported by the manufacturer with replacement parts. The answer was that there was no specific timeframe. If they sold 3 parts systemwide in a year, they made more. If not, the part was discontinued. These are pieces of equipment that can run 6-7 figures, and be kept in service for decades in some cases.
    Off-grid.  
    Main daytime system ~4kw panels into 2xMNClassic150 370ah 48v bank 2xOutback 3548 inverter 120v + 240v autotransformer
    Night system ~1kw panels into 1xMNClassic150 700ah 12v bank morningstar 300w inverter
  • Dave AngeliniDave Angelini Solar Expert Posts: 3,453 ✭✭✭✭
    Well that is a reasonable answer, thx,  but as Estragon said, stuff happens. It is odd that they did not set-up payment. I never buy directly from them for the reason that my dealers take care of me and want me and my clients to be happy. The store here is excellent with that also!

    The engineering group sends me stuff (they are great) but that is all for testing and gratis.

    Yea! no smoke Mangas! Our Fire people are trying to build fire breaks to protect the town! What concept with the dry brush all around it! The truth is the state fights them on doing this so when there is a fire they send the Dozers out with a free rein to do what they think is best for the future. We are alot like you in that we at least do not have 60 knot fire winds like Socal and parts of Norcal. That is crazy! Have a good sunset and a sundowner for me. I miss south Arizona and hope the border issues are getting better!

     Lots of my old buds there, a few buddettes! :)
    "we go where power lines don't" Sierra Mountains near Mariposa/Yosemite CA
     http://members.sti.net/offgridsolar/
    E-mail offgridsolar@sti.net

  • MangasMangas Solar Expert Posts: 544 ✭✭✭✭
    I was watching the fire behavior in your neck of the woods.  Focuses the community on judicious future fire wise planning!

    Stay safe!





    Ranch Off Grid System & Custom Home: 2 x pair stacked Schneider XW 5548+ Plus inverters (4), 2 x Schneider MPPT 80-600 Charge Controllers, 2 Xanbus AGS Generator Start and Air Extraction System Controllers, 64 Trojan L16 REB 6v 375 AH Flooded Cel Batteries w/Water Miser Caps, 44 x 185 Sharp Solar Panels, Cummins Onan RS20 KW Propane Water Cooled Genset, ICF House Construction, 2 x High Efficiency Variable Speed three ton Central A/C 220v compressors, 2 x Propane furnaces, 2 x Variable Speed Air Handlers, 2 x HD WiFi HVAC Zoned System Controllers
  • Dave AngeliniDave Angelini Solar Expert Posts: 3,453 ✭✭✭✭
    We hit 30F for the first time. Harvested 15 lbs of tomatoes the day before.

    Our county calls it "defensible space". It basically is thinning and limbing up the oaks and keeping pines 200 feet from the home. Along with 100 feet of weed wacking and common sense about yards not being fire ladders to the home. We have survived 3 major fires now but if we had winds like the santa annas or diablos, I would not stay unless they brought me an engine full of fire people.
    "we go where power lines don't" Sierra Mountains near Mariposa/Yosemite CA
     http://members.sti.net/offgridsolar/
    E-mail offgridsolar@sti.net

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