Renogy - Hit & Miss

[Shockah]

I've boasted on this forum about Renogy's superior packaging.

I feel it is only fair to post about their poor packaging too.

All of the 50W & 100W panels I've received from Renogy/Amazon were packed well
in thick cardboard boxes with a foam shell protecting each side and corner of the panel.
Each of the panels were flawless. This led me to believe Renogy had superior quality control.

Last week, I needed (4) 50W panels for a project.
Amazon was out of stock. Renogy said they'll have more in 10 days.
I could not wait the 10 days, so I ordered Renogy 60W panels from Amazon.

The panels arrived in 3 days.
However, each of the frames are damaged with scratches, dents, and gouges.
The panels were shipped in thin boxes with only one sheet of padding on glass side.
3 of the boxes were obviously opened once before and re-taped.
One of the boxes has a 4" gash, that is patched with Renogy logo tape.
One of the panels has a dead cell due to bad connection internally.

These 60W panels appear to be irregulars or returns or 2nd rate that Renogy is pushing off on Amazon customers.

I attempted to call, but office was closed.
So I contacted Renogy via email and Facebook. I got a reply via FaceBook saying "call our office".
Yesterday I got an email from Renogy saying it is Amazon's fault for not re-packing the panels prior to shipping.
I find this unbelievable since their 50W and 100W are shipped from Amazon in stout factory packaging.

Renogy suggested I return the panels to Amazon for refund.
Then order direct from their store and they will pack well for me.
I replied asking Renogy to call me with a better solution, no call as of yet.

Frustrated, my project is now delayed, probably longer than 10 days

Bottom Line: Renogy is a Hit-&-Miss.
They have the best watt-per-dollar on battery panels,
but Customer Service suffers severely with their cheap prices,
and build quality is questionable.

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[PNjunction]

I feel your pain, but it is memorial-day weekend.

Give 'em a chance to make things right, and certainly, those boxes have seen rough handling, perhaps through multiple returns. Know that we are always taking a chance, not only from rough shipping, but from low-lifes who merely "rent" products short term, and later take advantage of good customer return policies. You really don't know the history of those things.

But yes, better packing would help, and boxes that basically destroy themselves upon opening would stop the renters. Years ago you should have seen the shape that Optima batteries arrived in from them. Ugh.

And, at this price, they are definitley not Sharp, Panasonic, Kyocera's, etc. I understand your frustration since I've been down that road with other stuff as well. Fortunately my 100w folding suitcase panel setup from them was ok - even though the boxes looked much like yours.

[Shockah]

Thank you PNjunction for your fair and unbiased input. I responded to you in red.

I feel your pain, but it is memorial-day weekend.

Give 'em a chance to make things right, I did. Renogy took the opportunity to address it, but only to pass blame onto Amazon, saying it was Amazon's responsibility to re-pack the panels.
and certainly, those boxes have seen rough handling, perhaps through multiple returns. Or rejects re-sold by Renogy. The one panel that has an internal shot/bad connection should have not been re-boxed for re-sale.
Know that we are always taking a chance, not only from rough shipping, but from low-lifes who merely "rent" products short term, and later take advantage of good customer return policies. You really don't know the history of those things.
IMHO, It is the seller's responsibility to sort those out.

But yes, better packing would help, and boxes that basically destroy themselves upon opening would stop the renters. I would agree with you on this, if only 1 panel appeared 2nd rate, but all 4?? These 60W panels obviously came from a bad batch of rejects at Renogy.

... and as I was typing this, I received an email from Amazon:

Hello,

I'm sorry about the problem you had with your "RENOGY 60 Watt 60w Monocrystalline Photovoltaic PV Solar Panel UL Listed Module 12V Battery Charging".

Normally I'd create a replacement order for you, but I've checked your order and see the item was ordered from Renogy Solar, a seller on our website. Because Renogy Solar's inventory is constantly changing, we can't replace items sold by them that are Fulfilled by Amazon.

Instead, I've requested a full refund of $399.96 for the items.

Amazon is saying the items were ordered from Renogy... Renogy is saying Amazon is responsible for packaging... who should I believe?

Amazon went on to say:

In an effort to compensate you for this inconvenience, I've made an exception to our standard procedure.

Please place a new order directly from Amazon.com or order fulfilled by Amazon and write back to us with your order number. We'll waive off or refund the shipping fee completely. If the price has increased, we'll honor the same old price for your new order.

Please visit the following link to provide the information we requested:

http://www.amazon.com/rsvp-mi?c=aqbqefur3641989686&q=o2x

Note: Unfortunately, we are unable to take any action on a marketplace order. Therefore, please be sure to place your new order directly with Amazon.com (.i.e., ships directly from Amazon.com).

For your convenience, I've provided the product link given below:

http://www.amazon.com/dp/B009VTLTUG

We're working hard to provide a stress-free and convenient shopping experience at Amazon.com. I'm very sorry for the inconvenience you experienced in this case.

We look forward to seeing you again soon.

Best regards,

I'm gonna believe Amazon,,, the one of the two that actually made an effort...

+1 for Amazon.

[PNjunction]

Well, hopefully you'll get that sorted to your satisfaction.

It is just I've been there before with Optima batteries with nearly the same story until the packaging became extremely robust and new old stock was recycled rather than resold. Hang in there...

[pleppik]

T
Amazon is saying the items were ordered from Renogy... Renogy is saying Amazon is responsible for packaging... who should I believe?

Amazon can be confusing sometimes, since they let pretty much anyone sell stuff on their website--sort of like eBay with a slightly better return policy.

Items will usually be listed as "Ships from and sold by Amazon," or "Sold by (Company)" or "Sold by (Company) and fulfilled by Amazon."

In the first case you're actually buying the thing from Amazon. In the second case you're buying it from a third party, and Amazon just handles the money. In the third case you're buying it from a third party, but that company hires Amazon to warehouse and ship the product.

When you get a defective shipment it can be frustrating to figure out who is responsible. But going through Amazon is probably the better bet in most cases since Amazon cares about its reputation and can really stick it to the smaller vendors.

[Shockah]

Well, hopefully you'll get that sorted to your satisfaction.

It is just I've been there before with Optima batteries with nearly the same story until the packaging became extremely robust and new old stock was recycled rather than resold. Hang in there...

Thanks. I've "been there / done that" for years with building street-rods...
One reason I got away from cars and into Off-Grid devices was to get out of the clutches of crappy Mfrs & Suppliers...
and here I am,,, SOS.

Amazon can be confusing sometimes, since they let pretty much anyone sell stuff on their website--sort of like eBay with a slightly better return policy.

Items will usually be listed as "Ships from and sold by Amazon," or "Sold by (Company)" or "Sold by (Company) and fulfilled by Amazon."

In the first case you're actually buying the thing from Amazon. In the second case you're buying it from a third party, and Amazon just handles the money. In the third case you're buying it from a third party, but that company hires Amazon to warehouse and ship the product.

When you get a defective shipment it can be frustrating to figure out who is responsible. But going through Amazon is probably the better bet in most cases since Amazon cares about its reputation and can really stick it to the smaller vendors.

^^^ Truth.

Amazon has already credited my account and provided shipping labels...
but now I gotta hassle with re-taping the boxes and delivering them to UPS.

... and I'm sitting here with no panels for my project that was scheduled to start tomorrow

[Shockah]

Got a call from Renogy.
Resolved with (4) 60W Panels directly from their store with extra attention to packaging,
@ same price / free shipping to meet Amazon.

If shipment arrives by Friday, I'll be delayed only 6days...
Amazon's batch of 60W panels are still hit-or-miss for future purchasers.

Life goes on...

[Shockah]

Renogy went out of their way to redeem themselves.

I still don't understand why the 60W boxes are not padded on the inside,
but hey, this works too.

now thats padded.jpg

[Shockah]

and the saga continues...

1 of the 4 replacement panels has low output...
and I asked Renogy to test each, prior to sending them... grrrr.

These panels were shipped DIRECTLY from Renogy, can't blame Amazon.

Discovered the low output on Friday, their Customer Service is closed till Monday.

Spoke to 2 sales reps today who have no clue or ability...
Asked to speak to a Manager, they DO NOT have one on duty!?!?

Finally spoke with someone claiming to be the owner of Renogy, problem solved in 7 seconds flat.
Wise on the owner's part.

Customer Service needs an overhaul.

[SunEagle]

1 of the 4 replacement panels has low output...
and I asked Renogy to test each, prior to sending them... grrrr.

These panels were shipped DIRECTLY from Renogy, can't blame Amazon.

Discovered the low output on Friday, their Customer Service is closed till Monday.

Spoke to 2 sales reps today who have no clue or ability...
Asked to speak to a Manager, they DO NOT have one on duty!?!?

Finally spoke with someone claiming to be the owner of Renogy, problem solved in 7 seconds flat.
Wise on the owner's part.

Customer Service needs an overhaul.

And the low output was caused by what?

[PNjunction]

Oh man. Argh is right. Nice packaging, but perhaps this is a wakeup call for them in the QC dept.

How low of an output was it? Any chance the diode(s) were blown or disconnected or does it look like bad construction overall?

I wonder what the actual ratings of the diodes are? In my case, when I had to replace them on the Sharp, I made sure that they were at least the rated amperage of the total panel, preferably more just to beef it up and handle heat just a tad better.

[Shockah]

And the low output was caused by what?

Honestly, I don't know... I didn't want to break the seal and get blamed for the fault.

My "test" entailed lining up the panels and getting readings in full sun.
No clouds. No shade. All the same tilt.

3 panels reached 5.0amps... 1 panel would only reach 3.9 amps.

I then checked voltage while the panel powered my 30watt fan.
3 panels @ 18 volts, 1 panel @ 15 volts.

I unwrapped the Amazon boxes and tested those panels,,, 3 of them had the same "high" specs.
1 of the Amazon panels had a MUCH lower output.

SO, my proposal to Renogy was to keep a dented Amazon panel, and send the crappy Renogy replacement back to Amzaon in its place.

I went through 2 sales reps who had no clue... one of the reps couldn't understand how I had 8panels on hand and insisted they overnight me another replacement... (9th panel)

The "owner" quickly accepted my cost effective proposal.
I then vented to her about the crappiest customer service I've experienced in a long, long time.
I believe she genuinely appreciated my feedback. It will be interesting to see if it mattered.

[Shockah]

Oh man. Argh is right. Nice packaging, but perhaps this is a wakeup call for them in the QC dept.

How low of an output was it? Any chance the diode(s) were blown or disconnected or does it look like bad construction overall?

I wonder what the actual ratings of the diodes are? In my case, when I had to replace them on the Sharp, I made sure that they were at least the rated amperage of the total panel, preferably more just to beef it up and handle heat just a tad better.

I'm not sure if the fault was a diode or not. I have been told that Renogy panels have 2 diodes.

However, the construction just doesn't look that great on the 60Watts.
The frames are flimsy and the sealant is applied in a sloppy manner.

As I've mentioned before, I was happy with the 50W and 100W ,
but this ordeal makes me 2nd guess the future quality of their whole line-up.

Definite QC issues there.
I know their popularity has soared, but maybe gettin' too big for their bridges...

[PNjunction]

Well, don't feel bad, as I have been through the ringer with other products from a popular manufacturer in much the same scenario. All the other stuff was great, but it seemed like I was the actual QC department for the things I needed.

Customer service was actually VERY great! But at some point after the third or fourth cheerful and timely replacement, you go bonkers desperately wanting the product to just work to specs in the first place.

I suppose at this price point, some have to play this game. Or pay more up front for a Sharp, Kyocera etc which cuts down on the risk.

At least your project can kind of move forward now..

I wonder if the panels themselves flash-tested ok during the manufacturing run, but perhaps the diodes themselves may not be consistent and some may have a high forward-voltage drop? If the panels are not tested AFTER the diode insertion, it would be possible to miss that.

It almost sounds like that low spec panel had a generic diode in it, rather than a schottky type. Or just one way out of spec. Hard to tell unless you pull them all and test. I'd keep a few around as spares anyway - search for "solar schottky diodes", you may find them in matched pairs if indeed this is part of the issue.

One possible scenario is that panels under 50 watts are purchased elsewhere and merely rebadged. I note that Renogy also sells a very tiny folding portable which is commonly seen rebadged from someone else, usually in "boutique" camping outlets. If that's the case, then the smaller panels could be below Renogy standards, and it is more an issue of the corporate purchaser - 3rd party manufacturer. Just a guess however.

[Shockah]

One possible scenario is that panels under 50 watts are purchased elsewhere and merely rebadged. I note that Renogy also sells a very tiny folding portable which is commonly seen rebadged from someone else, usually in "boutique" camping outlets. If that's the case, then the smaller panels could be below Renogy standards, and it is more an issue of the corporate purchaser - 3rd party manufacturer. Just a guess however.

You could be on to something there... the 60W is definitely a different breed than the others...
The back of the panels look the same but,
the frames are different and the packaging is different.