Great Hardware – But Installer Support Severely Lacking
Posted: Sat Jun 07, 2025 7:36 am
Hi everyone,
I wanted to share some feedback and ask for advice on how to best deal with a frustrating situation.
While I’m very happy with the quality of the FoxESS ecosystem and the professionalism of the roofer/electrician team who did the physical install, the administrative and support experience with my installer has been deeply disappointing:
* The installation was delayed by several weeks, with multiple appointments rescheduled without any prior notice.
* Phone support is nearly unreachable, and emails are rarely answered.
* Even simple requests, like asking for a firmware update via email, go unanswered for days.
* A support query regarding the unexpected change of the PeakShaving import limit from 0.000 to 20,000 W has remained unanswered for over 4 days.
* I recently submitted documents to increase my export limit with the grid provider — again, no acknowledgment or update after 4 days.
In most cases, only repeated escalations directly to the company owner result in action. I don’t believe that’s how this should work. I understand that solar installers are under pressure, but even a quick "Thanks, we’ll get back to you in a few days" would make a huge difference.
To complicate things, the installer is also the only official FoxESS reseller in my region, which puts me in a delicate position — if I escalate too hard, it gets taken personally. Sometimes it even feels like I'm being deliberately ignored.
I'm now considering asking FoxESS to add me as an agent on my DataLogger, so I can manage updates and config changes myself. I’d rather not do that, as it could create warranty issues — if anything ever went wrong, the installer could easily claim it was due to my own interference.
Has anyone here experienced something similar?
How do you deal with poor installer support while still trying to keep a working relationship intact?
Would you recommend pushing for more access or escalating to FoxESS — or would that make things worse?
Any tips appreciated — I’m really trying to stay constructive, because the FoxESS system itself is brilliant, and it's a shame to have that positive experience tainted by poor support.
I wanted to share some feedback and ask for advice on how to best deal with a frustrating situation.
While I’m very happy with the quality of the FoxESS ecosystem and the professionalism of the roofer/electrician team who did the physical install, the administrative and support experience with my installer has been deeply disappointing:
* The installation was delayed by several weeks, with multiple appointments rescheduled without any prior notice.
* Phone support is nearly unreachable, and emails are rarely answered.
* Even simple requests, like asking for a firmware update via email, go unanswered for days.
* A support query regarding the unexpected change of the PeakShaving import limit from 0.000 to 20,000 W has remained unanswered for over 4 days.
* I recently submitted documents to increase my export limit with the grid provider — again, no acknowledgment or update after 4 days.
In most cases, only repeated escalations directly to the company owner result in action. I don’t believe that’s how this should work. I understand that solar installers are under pressure, but even a quick "Thanks, we’ll get back to you in a few days" would make a huge difference.
To complicate things, the installer is also the only official FoxESS reseller in my region, which puts me in a delicate position — if I escalate too hard, it gets taken personally. Sometimes it even feels like I'm being deliberately ignored.
I'm now considering asking FoxESS to add me as an agent on my DataLogger, so I can manage updates and config changes myself. I’d rather not do that, as it could create warranty issues — if anything ever went wrong, the installer could easily claim it was due to my own interference.
Has anyone here experienced something similar?
How do you deal with poor installer support while still trying to keep a working relationship intact?
Would you recommend pushing for more access or escalating to FoxESS — or would that make things worse?
Any tips appreciated — I’m really trying to stay constructive, because the FoxESS system itself is brilliant, and it's a shame to have that positive experience tainted by poor support.