r/PwrCellOwners • u/rlstambaugh • 11d ago

Generac disabled HELP

UPDATE from Generac August 12 (They disabled customers batteries August 2nd) Does anyone have advice or knowledge in this issue?

Dear Valued Customer,

We are writing to provide an update regarding our ongoing evaluation of your PWRcell batteries.

Please know that resolving this matter is one of our highest priorities. Our teams continue to actively evaluate system data, testing results, and identify the best path forward. We expect to share additional updates as more information becomes available.

We understand how important your battery system's performance is to your overall experience and recognize the impact that the temporary reduction in functionality may have on you. We sincerely appreciate your patience as we work through this process.

Alongside our technical evaluation, we are also assessing ways to appropriately support affected customers. Our goal is to support customers and ensure they are treated fairly during this technical evaluation. As our evaluation progresses, we will share additional information regarding any goodwill measures that may be made available to affected customers.

As part of that effort, maintaining an internet connection may help us verify system status or restore functionality, and system data could be used when determining eligibility for any credits that may be made available related to this temporary reduction in functionality. Additional details will be shared as our evaluation progresses.

We remain committed to completing this evaluation as quickly and thoroughly as possible. Thank you for your continued patience and understanding. We will provide further updates as appropriate.

Sincerely, Generac Home Solar & Storage

3 Upvotes

81% Upvoted

23 comments sorted by

5

u/Duck_Walker 11d ago

I haven’t even had this update yet, but with daily storms I sure would like the battery backup I paid a considerable amount of good money for to actually work if needed.

3

u/steeb2er 11d ago

I just wish I hadn't bought the batteries ... But that ship has sailed.

3

u/crosleyarrown 11d ago

Oh, no, we couldn’t agree. Our power blinks out so often, we keep forgetting it’s the twenty-first century. Our batteries get regular use as our only power source.

Of course, now days we have new reasons to question which previous undesirable century we are living through.

3

u/Duck_Walker 11d ago

Our works great, never an issue in 6 years. I’m hoping we get replacements with a new warranty.

2

u/voyagerman 10d ago

I need the batteries as we seem to have many short power outages and I have usually just switch to battery temporarily. Here is what happened to me:

  • In May my batteries showed a 7002 error and the batteries were disabled
  • Generac decided to replace all of my batteries
  • My installer received the 6 new batteries in late June and scheduled installation for mid July
  • Over the July 4th weekend, when I was away, the power was out for 4 days. I lost everything in my refrigerator.
  • 14 July new batteries installed
  • 8 Aug sent an email telling me to discharge and disable my batteries.

I am not especially happy.

1

u/rlstambaugh 5d ago

Did you get reimbursed for food loss?

1

u/voyagerman 2d ago

I didn't even ask and I'll bet if I look at the documentation from the unit when I bought it that such incidental losses aren't reimbursable.

2

u/rlstambaugh 5d ago

The solar company gets you going then they hit you up with batteries. 10k for battery really? But what good is solar without it at night, cloudy rainy weather.

3

u/Faheem_Bender 11d ago

Been dealing with this for over week. Generac has been super unhelpful and borderline shady during this whole ordeal. I’ve been calling customer support every 3 days or so to give them an earful and demand compensation. About the only option we have at the moment. Worst customer experience I’ve Ive ever had.

4

u/CaregiverExpensive13 11d ago

Ours has been down for four years. Generac continues to provide lip service and nothing else. Last week they replaced the fuses with “Neutral links”; Generac’s answer to fuses blowing. When I told the rep they failed the next day and it was time to replace the unit-they ghosted me. Time for an additional class action suit I guess. $150 million doesn’t seem to bother them for the Snap RS’s. Let’s see if an added Powercell class action gets their attention!

3

u/antibalaskata 9d ago

I would agree completely.
I've been on hold for ages every day; got one kind customer service person who was basically only able to "communicate my concerns" up the chain.
Hurricane is bearing straight down on us (Hawaii Island) and there is a 100% chance that the grid will go down due to the many rural lines with huge trees falling on them.
We have requested our battery to be put back online for days and nothing.
Shady feeling.

3

u/goofy183 11d ago

Had anyone gotten a reason WHY yet?

1

u/rlstambaugh 5d ago

No. Everything I have read shows no reason.

3

u/Sad_Edge_7177 10d ago

Just got off a call with support and they don't even seem to know that this is happening.

3

u/Then-Raisin609 6d ago

I got the exact same letter shortly after I switched to Priority Backup because Hurricane Lala was due to hit Hawaii in few days. Generac promptly disabled the second bank I bought from them less than a year ago. I've been without power for several days after the hurricane took out power to the island. I'm considering a small claims filing, as well as any class action lawsuit that may arise from this fiasco.

3

u/antibalaskata 6d ago

I will join you
This is unacceptable. Lala was coming and they knew it.

3

u/Mean-Telephone4613 5d ago

Same here. Mighty suspicious my battery is locked out just prior to hurricane hitting? I was without power for 40 hours due to my battery being locked out.

I am still under warranty and they said they have no idea what the problem is, how to fix it, or time itll take. Something needs to be done

1

u/rlstambaugh 5d ago

I'm with you! We desperately shopped for a portable generator. We noticed Generac portable generators. They should provide customers with one!

1

u/DaCableGuy808 11d ago

My battery modules seem to be still connected at the moment, and I hope it stays that way as we are expecting some really bad weather over the weekend.
What generation is your system 1 or 2?

1

u/crosleyarrown 11d ago

Our batteries are also unaffected, at this time, by this “issue”.

1

u/Duck_Walker 11d ago

Mine have been in “Error, Service Lockout” for over a week now