From another post by the same OP, it is clear that he bought a 24V inverter that does not support comms with his Hubble AM4. Many forumites pointed this out to him, and also tried to assist him with alternatives
in that post.
So the installer, whom Hubble supports, installed all that and it is the customer's fault?
I saw that thread on Powerforum.The OP posted a REEEEEEEEE! about having issues with his Hubble battery and bitching about the fact that Hubble want to deal with the installer / wholesaler and not him (the end-user). According to him, his installer had "disappeared". Now regardless of whether that is a good policy or not, Hubble have their reasons for wanting to operate that way, and they made it clear upfront more than 1 year ago. They train and deal with installers, not end users, because of potential legal liability.
Thus my assertion was correct. If you have a problem with your installer, they will tell you they have no obligation to support you or provide warranty. They never backed up their claim of "legal liability". Why you would sign yourself up for that is beyond me. Basically this company says they aren't willing to help you, only via an "installer". If an installer screws up, it is suddenly your problem. No support, no warranty.
The biggest problem with that model is, the OP did use one of their installers, they weren't willing to support it. So you are at the mercy of their whims, which if someone sends an email to their entire company saying, don't help this person, well that is really unprofessional.
Hubble then responded to the thread, on the very same day, and corrected the OP. Turns out that the OP actually had personal issues with his installer (no surprise here), and that he had not "disappeared" as the OP claimed, but rather that the OP was verbally abusive towards him, and therefore the installer was not prepared to assist him anymore. The installer had purchased the battery from a wholesaler and not from Hubble directly, but despite this, Hubble had gone out of their way to assist the OP, providing him with an alternative installer (as per his request) and telling him that he could bring the battery in, also including a free RIOT Cloudlink, which would enable them to support the battery. Hubble actually posted screenshots of the correspondence and ticket, which was awaiting a response from the OP (he clearly didn't get back to them, too busy with REEEEEEEE!) .
I followed the thread until it suddenly was deleted. Nobody ever posted evidence of verbal abuse. There was only the claim by Hubble, unsubstantiated (and the screenshot they posted was never rude). Which given that the install wasn't working correctly, is an easy out by the installer. They also claimed they would give him free RIOT CloudLink which he pointed out was not true, his claim was that they said he could buy it and they would support the RIOT CloudLink or something to that effect. But the OP made it clear no free offers were ever made. And I'm inclined to believe that given, why deny such an offer? I never recall them saying the guy wasn't an authorised installer. But let's say this installer "wasn't" authorised. Why side with the installer who you claim isn't authorised, rather than your customer? And how can you expect your customers to differentiate between who is "allowed" to sell your product and who isn't? You own the supply chain, that is on you as a business, NOT your customer.
You post this almost as an attack on me. Yet I wasn't involved in this at all beyond an opinion on their behaviour. I recommended their products until that thread. I don't own, nor install their gear. What is your involvement, do you own a Hubble product or install for them or work for them?. I only followed that thread and their response.
In my opinion, their response was not the way you should treat a customer. Their policy is similarly unrealistic. There is no way you can put a product on the market and then claim people who are selling it are unauthorised to sell it. Its your product FFS, you didn't do anything to prevent that situation! You put the onus on your customer to ensure your supply chain, that is insane. They put this policy in place to have an easy out. If they don't like the situation, they just send an email to their company saying deny support, no warranty. That isn't the kind of customer experience I'd like to see from a company.
Every person must decide for themselves what they think. But as a customer, I would take a wide birth until they have clear remediation steps for bad installers and this denying of warranty situation is unacceptable.
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