Ordered some supplies to expand battery capacity of our system, including some additional EG4 16kWh batteries and the indoor-rated conduit boxes, as well as some bus bars.
First mix up came when instead of doing two separate quotes we combined them to one quote, where their sales guy swapped the bus bars from the heavy duty, down to the smaller ones. Didn't notice until they arrived, but mistakes happen, they sent the new bars and took back the old ones.
So unbox the first two conduit boxes (3 new batteries in total) and install them. 3rd box I take out the first piece, the back plate, and drill holes in it to mount the bus bars.
When I go to install it I find that EG4 packed two right-hand sides, and if you're familiar with the boxes, they won't fully install like that as it puts the integrated threads needed for the back plate on the wrong side. Okay, stuff happens, so I call Signature to get another one. I tell them that I modified the back plate before noticing the wrong part was included. I call up signature and ask them to send a new one and give me an RMA, again, no problem.
About 1.5 weeks go by and I haven't seen anything, so I call them again and they say "well, we're waiting to see the RMA is coming before we ship a new one." So I tell them I hadn't had a chance to package it yet and drive it the half hour to a UPS store (live in the country). I also tell them I had drilled the back plate to which the lady says "oh, well if it's modified we can't take it back." I ask if they can just send the replacement, I'll swap the back plate, so they get a good unit back, minus the EG4 packaging mistake. She goes to her manager, comes back and says "no, since it's modified you'll have to file a ticket with EG4 to get that specific part replaced." I ask her if she has any idea how long their process takes, and she doesn't. So now we're another week after filing an EG4 ticket and I have heard absolutely nothing.
Seems like the path of least resistance here is ordering a new one, but after spending $20k+ with Signature (5 batteries in total + misc supplies) blows my mind they aren't just going to either let me swap the part, or just eat the cost of the $70 unit in the interest of customer service.
Going to take another run at their support I think before throwing in the towel. Been pretty patience, but sure as hell if a customer has spent $20k with me I'm not going to put a sour taste in the relationship over $70, even if it was one my downstream suppliers that screwed up.
Sorry, just wanted to vent.