, PA
, PA
Customer service is now pretty much nonexistent. I had a 52 panel system installed Sept 2012 and have already had 26 microinverters replaced and currently have 1 failed for over 2 months, with 3 more in the process of failing at half production for same time period. On average, it takes about 2-3 months for a warranty replacement. The company sales pitch will attempt to appease your concerns by giving you a lost production pay back warranty, but don't count on getting a dime out of them. Truth is they probably would honor their pay back warranty, but they don't need to since they low ball your estimated production. For example averaging the lifetime production of the few original microinverters I have left in my system and calculating what a 52 panel system should produce, their estimate is significantly low. Based on their production estimate, I could have 5 panels out for an entire year and the system would still exceed their production estimate.
Obviously I rated them as a 1 for after sales support. But I also gave them a 1 on Professionalism because of their poor communication.
If I had it to do over again, I would probably still install solar. But I would definitely not go with Direct Energy Solar (formerly Astrum Solar).... read more
Type: Residential Electric
Reviewed: 01/29/2016
, PA
Sales staff is very knowledgeable and worked with us to get through the contract process somewhat painlessly. Installation had some problems, but Astrum was able to complete the ground installation with trenching by the contracted deadline. The panels have replaced around 75% of my electric bill and in general are generating more electricity than expected. The problems I am having are related to an Enphase inverter failure rate of 1 inverter going bad every 3 months (5 total since installation). Although Astrum is not responsible for the hardware failures, they are contractually responsible for warranty support. The latest inverter failure occurred almost 1 month ago and the only communication with Astrum has been initiated by me. On average (if you continue to call the support line), it takes about 4-6 weeks to get a tech onsite to perform the warranty replacement.
Also, be careful with the Enphase monitoring site. Right now, I have one panel that has not produced any electricity in almost 1 month and the public facing web site shows everything is operating normal. You have to take the extra effort to log onto the Enphase site to see a panel is not producing. I highly recommend configuring the alerts under Settings/Notification Preferences to “Immediate email for medium and greater impact eventsâ€, or the next option down in the list.
Bottom line is don’t trust the Enphase public web site to tell you something is wrong with your system and do NOT wait on Astrum to contact you about problems with your system. Aside from all of this, I probably would still recommend Astrum Solar as a good solar provider.... read more
Type: Residential Electric
Reviewed: 02/16/2014
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