But that apparently made too much sense. I now have a fourth inverter approved for replacement. Their support representative informed me of this fact, but he did not tell me things would be different this time.
Unfortunately, the next email I got from Enphase 10 days later confused me thoroughly, so I sent them a couple of emails asking for clarification. Nothing. So I thought I would post here to see if anyone who has had a recent replacement can fill me in on the details. Here is the email, with commentary:
So far, so good!Enphase Support wrote:Subject: Return Merchandise Authorization XXXXXXXX
Dear Reg Guheert,
Enphase has approved your Return Merchandise Authorization (RMA) request for the "" installation (Enlighten Site ID: ). The RMA number you should reference for this transaction is XXXXXXXX.
This authorizes you to return the following serial numbered units to Enphase:
That's a change, but I can handle that.Enphase Support wrote:Please click on the following link to obtain a prepaid return shipping label.
http://returnlabel.enphaseenergy.com/rma/XXXXXXXX" onclick="window.open(this.href);return false;
This is the point at which I start to get confused. Two words cause the confusion:Enphase Support wrote:An email should follow with more shipping confirmation details regarding your advanced replacement units.
"advanced" - Does that mean that they will send the new unit before I have to send the old one back or does it mean that the unit is technologically advanced when compared with the one that has failed. I know that the second definition is true, so I wonder about the first one.
"follow" - What does it follow? Does it follow this email? Or perhaps it follows me clicking the link and printing the shipping label? Or perhaps it will only follow once they receive the failed unit from me? Who knows?
I guess we are moving on to the next "phase" of the email.Enphase Support wrote:------------------------------------------------------------------------
O.K. I have already gathered that much. But is that the ONLY change, or do I need to return the old unit before you will send me a new one?Enphase Support wrote:Why are you receiving this email?
Enphase Energy making some changes to the product return portion of our Return Merchandise Authorization (RMA) process. Historically, Enphase has provided a prepaid return label inside the box containing the replacement unit. Enphase will now be providing an email link to a prepaid label that you can print at your convenience.
"a box"? That implies to me that I do not already have a box shipped by Enphase. Or perhaps I merely have the option to ship it in advance.Enphase Support wrote:Here are the steps to use the return label emailed to you:
1) Click on the link above to access your prepaid return shipping label.
2) Print the label.
3) Place the device(s) to be returned into a box.
That seems clear.Enphase Support wrote:4) Affix the label to the box.
5) Drop off at Fedex or schedule a pickup (fedex.com/pickup).
If you lose the email containing the return label link, simply email or call Customer Support and we will provide you a link to obtain a return label.
This is the best part of the whole email. Great! They want feedback on this new process. So I sent a facsimile of the above feedback to the provided email alias, also copying the support email address. Unfortunately, firstname.lastname@example.org does not accept email from me (and, yes, I checked the spelling carefully. Of course it was correct since I copied it rather than typing it.) So I sent a second email to support explaining that their feedback alias did not work. After four business day, I have not received a reply to either email.Enphase Support wrote:We welcome any feedback you have about this process change. Please send us an email at email@example.com with any feedback you have.
You're welcome.Enphase Support wrote:Thank You,
Enphase Customer Service
So, has anyone else done an Enphase RMA via this procedure, having received this email? If so, can you please explain the ambiguous items which currently have me flummoxed? TIA!
If not, I will update this thread as I learn more...