Hi people
Are we the only company to have a nightmare when dealing with Mastervolt technical regarding faulty inverters. They're shambolic and constantly trying to blame the installer. To be honest, I can live with a warranty argument with an inverter company, but as Mastervolt contacts the client themselves I have to do it all with the client CC'd in e-mails.
The inverter failed after 3 years, they've said they will change it, but then every time I call or e-mail they say they have no record of the case.
This last replacement inverter reminds me why we don't touch Mastervolt anymore.
This was the worst of the e-mails and the one that took me to my wits end:
-----------------------------------------------------
To whom it may concern
Was this e-mail really sent to the client?
-----
Thank you Mrs [clients name].
>
> It appears that whomever logged the fault with our Amsterdam office in the first instance logged it as an end user issue rather than one from an installer. We have service partners for end user faults (usually because the installer has gone out of business) and an installer process for others.
>
> As Roberts business has an account with us it hit a snag and there was a conflict in our process as to whether we use a service partner (for end users) or the original installer (obviously preferred option). It is usually a 48 hour turnaround but this complication added the delay.
>
> I am now asking that [our company] carry out the installation as the original installer and awaiting his reply
>
> Best regards,
> Met vriendelijke groet,
>
> David Craig
----------
Did you really tell the client that the fault is [Our company] for calling the wrong number and that you only use service partners if the company is out of business?
In the recent past I've tried to to change 3 Mastervolt inverters for old customers and have been told categorically I am not allowed to and that a service partner will do it. You even told me in this case that you will send out a service partner and I am not to replace it. Why would you out right lie to our customer to shift the blame. This really is beyond bad customer.
Yours
-----------------------------------------------------------------------------------------------------
I've sent them a formal 3 page letter as 7 days of 3 calls a day and 6 e-mails (plus the ones from the client) don't seem to be working.
Would just like to know if other people have the same issue with them
Cheers
Are we the only company to have a nightmare when dealing with Mastervolt technical regarding faulty inverters. They're shambolic and constantly trying to blame the installer. To be honest, I can live with a warranty argument with an inverter company, but as Mastervolt contacts the client themselves I have to do it all with the client CC'd in e-mails.
The inverter failed after 3 years, they've said they will change it, but then every time I call or e-mail they say they have no record of the case.
This last replacement inverter reminds me why we don't touch Mastervolt anymore.
This was the worst of the e-mails and the one that took me to my wits end:
-----------------------------------------------------
To whom it may concern
Was this e-mail really sent to the client?
-----
Thank you Mrs [clients name].
>
> It appears that whomever logged the fault with our Amsterdam office in the first instance logged it as an end user issue rather than one from an installer. We have service partners for end user faults (usually because the installer has gone out of business) and an installer process for others.
>
> As Roberts business has an account with us it hit a snag and there was a conflict in our process as to whether we use a service partner (for end users) or the original installer (obviously preferred option). It is usually a 48 hour turnaround but this complication added the delay.
>
> I am now asking that [our company] carry out the installation as the original installer and awaiting his reply
>
> Best regards,
> Met vriendelijke groet,
>
> David Craig
----------
Did you really tell the client that the fault is [Our company] for calling the wrong number and that you only use service partners if the company is out of business?
In the recent past I've tried to to change 3 Mastervolt inverters for old customers and have been told categorically I am not allowed to and that a service partner will do it. You even told me in this case that you will send out a service partner and I am not to replace it. Why would you out right lie to our customer to shift the blame. This really is beyond bad customer.
Yours
-----------------------------------------------------------------------------------------------------
I've sent them a formal 3 page letter as 7 days of 3 calls a day and 6 e-mails (plus the ones from the client) don't seem to be working.
Would just like to know if other people have the same issue with them
Cheers