CW
Conrad W
1 reviews | Active since Feb 2013
09 Feb 2024, 18:02
Bluenova ineffective support and repairs.
I have 2x Bluenova 8Kw batteries to the decremental state of my mental health.
Since 2019 I have had trouble. With the first battery, the BMAC would randomly open the power relay, and I would be in the dark.
Eventually, in 2022 this battery was replaced with a completely new battery after more than two years of trouble.
Communication between the two batteries has not been functional since day 1 - if you connect a CAN cable, both batteries stop working.
In August 2023, the new and replaced battery stopped working, and the BMAC had to be replaced.
At first, Bluenova would not honor the 10-year warranty, as they shortened the period to 3 years.
After replacing the BMAC under warranty (the battery had to go back to Bluenova 3 times).
With the battery repaired, it started faulting on the CAN as the inverter would regularly lose communication with the battery - leaving my family in the dark.
Further, I would suddenly start having an overvolt protection shutdown when the BMS/BMAC is connected - and I fear my house will burn down - especially seeing the news reports of houses burning down due to their PV installation.
My second battery went in for a 'firmware upgrade' - and also took 3 tries for the battery to be 'repaired' after the firmware update.
Awaiting my second battery from the installer, so that my first battery can go back to the repair shop again as it does not work with the Studer inverter anymore - although the inverter and firmware have not changed in 2+ years, I am told the inverter is the cause.
Every time my installer has to take the battery back, I need to pay nearly R1 000 callout fee.
Since my wife's terminal cancer diagnosis, I have worked from home and my son attends school online. I need power. It should not be this difficult if you have batteries that cost more than R140,000.
Although Bluenova eventually responds to queries if you make enough noise, feedback and repairs are slow and you never know what to expect. I am heading for month 6 now with either one of my high-quality expensive batteries in for repairs. I have lost the ability to behave like an educated person as this is just a never-ending cycle of battery faults.
I am so tired of the trouble with the Bluenova batteries. I just want my two batteries working - or at least a reasonable cash offer to enable me to purchase a battery that is compatible with my inverter, as there is clearly some issue with Bluenova and Studer.
Helpful (0)
Replies (10)0
Replies (10)
BlueNova's replyOfficial
06 Mar 2024, 13:09Hi Conrad
I have been informed by our support department that they have been in contact with you.
I've also been assured that our development team is actively working on a solution to resolve this issue as soon as possible. They are currently in the process of analysing the firmware code and identifying the necessary changes to address the problem. We'll be testing this rigorously to ensure complete resolution as soon as possible.
We understand the importance of resolving this issue promptly, and we are committed to providing you with a solution that meets your expectations. We will keep you updated on our progress and notify you as soon as the issue has been resolved.
I have been informed by our support department that they have been in contact with you.
I've also been assured that our development team is actively working on a solution to resolve this issue as soon as possible. They are currently in the process of analysing the firmware code and identifying the necessary changes to address the problem. We'll be testing this rigorously to ensure complete resolution as soon as possible.
We understand the importance of resolving this issue promptly, and we are committed to providing you with a solution that meets your expectations. We will keep you updated on our progress and notify you as soon as the issue has been resolved.
BlueNova's reply06 Mar 2024, 13:09
Official
Hi Conrad
I have been informed by our support department that they have been in contact with you.
I've also been assured that our development team is actively working on a solution to resolve this issue as soon as possible. They are currently in the process of analysing the firmware code and identifying the necessary changes to address the problem. We'll be testing this rigorously to ensure complete resolution as soon as possible.
We understand the importance of resolving this issue promptly, and we are committed to providing you with a solution that meets your expectations. We will keep you updated on our progress and notify you as soon as the issue has been resolved.
I have been informed by our support department that they have been in contact with you.
I've also been assured that our development team is actively working on a solution to resolve this issue as soon as possible. They are currently in the process of analysing the firmware code and identifying the necessary changes to address the problem. We'll be testing this rigorously to ensure complete resolution as soon as possible.
We understand the importance of resolving this issue promptly, and we are committed to providing you with a solution that meets your expectations. We will keep you updated on our progress and notify you as soon as the issue has been resolved.
CW
Conrad W's updateReviewer Update
17 Mar 2024, 13:37 Hello,
Could you please provide an update on the availability and installation schedule for the new firmware?
Frequently, I find myself having to leave work to reset my system as the batteries frequently fail, leaving my home without power.
This issue not only disrupts the functionality of my PV system but also forces me to rely on the grid for power instead of utilizing my solar panels.
I'm perplexed as to why I continually need to request updates and communication regarding this issue.
Thank you.
Could you please provide an update on the availability and installation schedule for the new firmware?
Frequently, I find myself having to leave work to reset my system as the batteries frequently fail, leaving my home without power.
This issue not only disrupts the functionality of my PV system but also forces me to rely on the grid for power instead of utilizing my solar panels.
I'm perplexed as to why I continually need to request updates and communication regarding this issue.
Thank you.
CW
Conrad W's update17 Mar 2024, 13:37
Reviewer Update
Hello,
Could you please provide an update on the availability and installation schedule for the new firmware?
Frequently, I find myself having to leave work to reset my system as the batteries frequently fail, leaving my home without power.
This issue not only disrupts the functionality of my PV system but also forces me to rely on the grid for power instead of utilizing my solar panels.
I'm perplexed as to why I continually need to request updates and communication regarding this issue.
Thank you.
Could you please provide an update on the availability and installation schedule for the new firmware?
Frequently, I find myself having to leave work to reset my system as the batteries frequently fail, leaving my home without power.
This issue not only disrupts the functionality of my PV system but also forces me to rely on the grid for power instead of utilizing my solar panels.
I'm perplexed as to why I continually need to request updates and communication regarding this issue.
Thank you.
BlueNova's replyOfficial
18 Mar 2024, 09:32Hi Conrad
Thank you for your follow-up message. Our support team has been in contact with you over the weekend. I've just received a screenshot from them to support this. The last response sent to your mobile number via WhatsApp was sent on Sunday 17 March 2024 (yesterday) @16:40. This response is copied below for your reference:
"Hi Conrad. I hope you are well. Unfortunately not, but our Dev team is very close to a formal release. It was estimated to be completed end of this week, so hopefully we will have a new version firmware soon."
I have been assured again by our support team that they are following up regularly with our development team on this matter, and that they will inform you as soon as they receive a workable solution that has been properly tested.
Please know that this is a high priority issue for us. Should you require further updates on this matter and be assured of a quicker response time, kindly revert to the established WhatsApp channel mentioned above.
Thank you for your follow-up message. Our support team has been in contact with you over the weekend. I've just received a screenshot from them to support this. The last response sent to your mobile number via WhatsApp was sent on Sunday 17 March 2024 (yesterday) @16:40. This response is copied below for your reference:
"Hi Conrad. I hope you are well. Unfortunately not, but our Dev team is very close to a formal release. It was estimated to be completed end of this week, so hopefully we will have a new version firmware soon."
I have been assured again by our support team that they are following up regularly with our development team on this matter, and that they will inform you as soon as they receive a workable solution that has been properly tested.
Please know that this is a high priority issue for us. Should you require further updates on this matter and be assured of a quicker response time, kindly revert to the established WhatsApp channel mentioned above.
BlueNova's reply18 Mar 2024, 09:32
Official
Hi Conrad
Thank you for your follow-up message. Our support team has been in contact with you over the weekend. I've just received a screenshot from them to support this. The last response sent to your mobile number via WhatsApp was sent on Sunday 17 March 2024 (yesterday) @16:40. This response is copied below for your reference:
"Hi Conrad. I hope you are well. Unfortunately not, but our Dev team is very close to a formal release. It was estimated to be completed end of this week, so hopefully we will have a new version firmware soon."
I have been assured again by our support team that they are following up regularly with our development team on this matter, and that they will inform you as soon as they receive a workable solution that has been properly tested.
Please know that this is a high priority issue for us. Should you require further updates on this matter and be assured of a quicker response time, kindly revert to the established WhatsApp channel mentioned above.
Thank you for your follow-up message. Our support team has been in contact with you over the weekend. I've just received a screenshot from them to support this. The last response sent to your mobile number via WhatsApp was sent on Sunday 17 March 2024 (yesterday) @16:40. This response is copied below for your reference:
"Hi Conrad. I hope you are well. Unfortunately not, but our Dev team is very close to a formal release. It was estimated to be completed end of this week, so hopefully we will have a new version firmware soon."
I have been assured again by our support team that they are following up regularly with our development team on this matter, and that they will inform you as soon as they receive a workable solution that has been properly tested.
Please know that this is a high priority issue for us. Should you require further updates on this matter and be assured of a quicker response time, kindly revert to the established WhatsApp channel mentioned above.
CW
Conrad W's updateReviewer Update
18 Mar 2024, 10:07Thank you for your message. I did receive your update on WhatsApp following my post on HelloPeter. This came after my repeated requests for feedback since March 5, 2024, which had previously gone unanswered.
CW
Conrad W's update18 Mar 2024, 10:07
Reviewer Update
Thank you for your message. I did receive your update on WhatsApp following my post on HelloPeter. This came after my repeated requests for feedback since March 5, 2024, which had previously gone unanswered.
BlueNova's replyOfficial
18 Mar 2024, 14:07You're most welcome, Conrad. We have been proactively working on improving our overall service delivery lately. As a wholesale supplier to the energy industry, we rely on our clients (the installers & distributors registered with us) to provide technical support to an extent on the BlueNova products which they've supp**** to the public. We do however recognise that under certain circumstances a more direct approach to tech support might be required from us by product owners such as yourself, from time to time. We are doing our best to diagnose & remedy these issues as quickly as possible, but it is not always easy with the amount of peripheral hardware that is available on the market & with which our batteries are compatible. Preemptive support such as keeping up with the ongoing firmware roll-outs of a growing list of BlueNova-compatible inverters & peripheral modules (in order to remain compatible), for instance, is an ongoing task over here. In addition to this, many systems in the field in which presumed battery issues have been reported, often have to be replicated at our facilities first in the interest of diagnostics.
We remain 100% committed however to resolving all such issues (both current & pending) in the interest of continued product improvement.
We remain 100% committed however to resolving all such issues (both current & pending) in the interest of continued product improvement.
BlueNova's reply18 Mar 2024, 14:07
Official
You're most welcome, Conrad. We have been proactively working on improving our overall service delivery lately. As a wholesale supplier to the energy industry, we rely on our clients (the installers & distributors registered with us) to provide technical support to an extent on the BlueNova products which they've supp**** to the public. We do however recognise that under certain circumstances a more direct approach to tech support might be required from us by product owners such as yourself, from time to time. We are doing our best to diagnose & remedy these issues as quickly as possible, but it is not always easy with the amount of peripheral hardware that is available on the market & with which our batteries are compatible. Preemptive support such as keeping up with the ongoing firmware roll-outs of a growing list of BlueNova-compatible inverters & peripheral modules (in order to remain compatible), for instance, is an ongoing task over here. In addition to this, many systems in the field in which presumed battery issues have been reported, often have to be replicated at our facilities first in the interest of diagnostics.
We remain 100% committed however to resolving all such issues (both current & pending) in the interest of continued product improvement.
We remain 100% committed however to resolving all such issues (both current & pending) in the interest of continued product improvement.
CW
Conrad W's updateReviewer Update
18 Mar 2024, 15:48Thank you for your comprehensive explanation. As someone deeply entrenched in developing hardware, firmware, and software for international telecommunications and various markets, I understand firsthand the complexities involved in ensuring seamless product performance.
While I may sometimes express impatience, please know that it stems not from a lack of appreciation for the challenges you face but rather from a desire to swiftly resolve issues. I find that delving into technical discussions with your team helps me better grasp the nuances of any problem at hand.
Despite occasional frustrations with BlueNova, I hold a profound admiration for the product. Its specifications and operational capabilities often surpass those of competitors when functioning within their expected parameters.
Your commitment to ongoing product improvement is commendable, and I remain confident that your collaboration with customera will lead to even greater advancements in the future.
While I may sometimes express impatience, please know that it stems not from a lack of appreciation for the challenges you face but rather from a desire to swiftly resolve issues. I find that delving into technical discussions with your team helps me better grasp the nuances of any problem at hand.
Despite occasional frustrations with BlueNova, I hold a profound admiration for the product. Its specifications and operational capabilities often surpass those of competitors when functioning within their expected parameters.
Your commitment to ongoing product improvement is commendable, and I remain confident that your collaboration with customera will lead to even greater advancements in the future.
CW
Conrad W's update18 Mar 2024, 15:48
Reviewer Update
Thank you for your comprehensive explanation. As someone deeply entrenched in developing hardware, firmware, and software for international telecommunications and various markets, I understand firsthand the complexities involved in ensuring seamless product performance.
While I may sometimes express impatience, please know that it stems not from a lack of appreciation for the challenges you face but rather from a desire to swiftly resolve issues. I find that delving into technical discussions with your team helps me better grasp the nuances of any problem at hand.
Despite occasional frustrations with BlueNova, I hold a profound admiration for the product. Its specifications and operational capabilities often surpass those of competitors when functioning within their expected parameters.
Your commitment to ongoing product improvement is commendable, and I remain confident that your collaboration with customera will lead to even greater advancements in the future.
While I may sometimes express impatience, please know that it stems not from a lack of appreciation for the challenges you face but rather from a desire to swiftly resolve issues. I find that delving into technical discussions with your team helps me better grasp the nuances of any problem at hand.
Despite occasional frustrations with BlueNova, I hold a profound admiration for the product. Its specifications and operational capabilities often surpass those of competitors when functioning within their expected parameters.
Your commitment to ongoing product improvement is commendable, and I remain confident that your collaboration with customera will lead to even greater advancements in the future.
CW
Conrad W's updateReviewer Update
24 Mar 2024, 07:00Dear Executive Management Team of Bluenova,
I hope this message finds you well. I am reaching out once more regarding an issue you are well aware of, which continues to significantly disrupt my daily life and wellbeing. Despite previous communications, I regret to inform you that I am once again experiencing a power outage, which has been a recurring issue due to the absence of the new firmware update for my battery system. This situation has not only caused considerable inconvenience but has also posed a risk to my electric equipment due to the unpredictable power supply.
I fully understand that implementing a solution such as a firmware update may involve a complex and time-consuming process. However, the lack of engagement and communication from your team regarding the progress or expected resolution timeline has heightened my frustration. The reliability of power is crucial, especially in a region where the national power provider struggles to maintain a consistent supply, making the functionality of your product not just a convenience, but a necessity.
The frequent power outages at my home have become unbearable, and the absence of a reliable power source has had a tangible impact on my daily activities and peace of mind. While I am aware of the challenges that may arise in resolving this issue, the ongoing damages to my electric equipment and the stress of living without a dependable power source cannot be overlooked.
Therefore, I kindly yet firmly request your immediate attention and support to expedite the resolution of this matter. I am eager to engage constructively with your team to find a viable solution that will restore the reliability of my power supply. Your continued engagement and support in this process would be greatly appreciated, as it is critical for me to have a stable and dependable power source.
I look forward to a prompt response and am hopeful for a resolution that will address the frequent power outages I have been enduring. Your understanding and swift action in this matter would be highly valued and would reaffirm my confidence in Bluenova’s commitment to its customers.
Thank you for your attention to this urgent matter. I am available for any further discussion or to provide additional information that may assist in swiftly resolving this issue.
I hope this message finds you well. I am reaching out once more regarding an issue you are well aware of, which continues to significantly disrupt my daily life and wellbeing. Despite previous communications, I regret to inform you that I am once again experiencing a power outage, which has been a recurring issue due to the absence of the new firmware update for my battery system. This situation has not only caused considerable inconvenience but has also posed a risk to my electric equipment due to the unpredictable power supply.
I fully understand that implementing a solution such as a firmware update may involve a complex and time-consuming process. However, the lack of engagement and communication from your team regarding the progress or expected resolution timeline has heightened my frustration. The reliability of power is crucial, especially in a region where the national power provider struggles to maintain a consistent supply, making the functionality of your product not just a convenience, but a necessity.
The frequent power outages at my home have become unbearable, and the absence of a reliable power source has had a tangible impact on my daily activities and peace of mind. While I am aware of the challenges that may arise in resolving this issue, the ongoing damages to my electric equipment and the stress of living without a dependable power source cannot be overlooked.
Therefore, I kindly yet firmly request your immediate attention and support to expedite the resolution of this matter. I am eager to engage constructively with your team to find a viable solution that will restore the reliability of my power supply. Your continued engagement and support in this process would be greatly appreciated, as it is critical for me to have a stable and dependable power source.
I look forward to a prompt response and am hopeful for a resolution that will address the frequent power outages I have been enduring. Your understanding and swift action in this matter would be highly valued and would reaffirm my confidence in Bluenova’s commitment to its customers.
Thank you for your attention to this urgent matter. I am available for any further discussion or to provide additional information that may assist in swiftly resolving this issue.
CW
Conrad W's update24 Mar 2024, 07:00
Reviewer Update
Dear Executive Management Team of Bluenova,
I hope this message finds you well. I am reaching out once more regarding an issue you are well aware of, which continues to significantly disrupt my daily life and wellbeing. Despite previous communications, I regret to inform you that I am once again experiencing a power outage, which has been a recurring issue due to the absence of the new firmware update for my battery system. This situation has not only caused considerable inconvenience but has also posed a risk to my electric equipment due to the unpredictable power supply.
I fully understand that implementing a solution such as a firmware update may involve a complex and time-consuming process. However, the lack of engagement and communication from your team regarding the progress or expected resolution timeline has heightened my frustration. The reliability of power is crucial, especially in a region where the national power provider struggles to maintain a consistent supply, making the functionality of your product not just a convenience, but a necessity.
The frequent power outages at my home have become unbearable, and the absence of a reliable power source has had a tangible impact on my daily activities and peace of mind. While I am aware of the challenges that may arise in resolving this issue, the ongoing damages to my electric equipment and the stress of living without a dependable power source cannot be overlooked.
Therefore, I kindly yet firmly request your immediate attention and support to expedite the resolution of this matter. I am eager to engage constructively with your team to find a viable solution that will restore the reliability of my power supply. Your continued engagement and support in this process would be greatly appreciated, as it is critical for me to have a stable and dependable power source.
I look forward to a prompt response and am hopeful for a resolution that will address the frequent power outages I have been enduring. Your understanding and swift action in this matter would be highly valued and would reaffirm my confidence in Bluenova’s commitment to its customers.
Thank you for your attention to this urgent matter. I am available for any further discussion or to provide additional information that may assist in swiftly resolving this issue.
I hope this message finds you well. I am reaching out once more regarding an issue you are well aware of, which continues to significantly disrupt my daily life and wellbeing. Despite previous communications, I regret to inform you that I am once again experiencing a power outage, which has been a recurring issue due to the absence of the new firmware update for my battery system. This situation has not only caused considerable inconvenience but has also posed a risk to my electric equipment due to the unpredictable power supply.
I fully understand that implementing a solution such as a firmware update may involve a complex and time-consuming process. However, the lack of engagement and communication from your team regarding the progress or expected resolution timeline has heightened my frustration. The reliability of power is crucial, especially in a region where the national power provider struggles to maintain a consistent supply, making the functionality of your product not just a convenience, but a necessity.
The frequent power outages at my home have become unbearable, and the absence of a reliable power source has had a tangible impact on my daily activities and peace of mind. While I am aware of the challenges that may arise in resolving this issue, the ongoing damages to my electric equipment and the stress of living without a dependable power source cannot be overlooked.
Therefore, I kindly yet firmly request your immediate attention and support to expedite the resolution of this matter. I am eager to engage constructively with your team to find a viable solution that will restore the reliability of my power supply. Your continued engagement and support in this process would be greatly appreciated, as it is critical for me to have a stable and dependable power source.
I look forward to a prompt response and am hopeful for a resolution that will address the frequent power outages I have been enduring. Your understanding and swift action in this matter would be highly valued and would reaffirm my confidence in Bluenova’s commitment to its customers.
Thank you for your attention to this urgent matter. I am available for any further discussion or to provide additional information that may assist in swiftly resolving this issue.
CW
Conrad W's updateReviewer Update
24 Mar 2024, 07:39Dear BlueNova Executive Management Team,
I'm reaching out to express my gratitude for the promptness of your response to my recent message, especially given that it was during the weekend.
Although we have yet to resolve the issue, your immediate and thoughtful engagement has assured me of your commitment to addressing my concerns.
I am aware of the extra effort required to manage these matters beyond regular working hours, and I sincerely appreciate your dedication.
I am eager to continue our dialogue and am hopeful for a positive outcome in the near future.
I'm reaching out to express my gratitude for the promptness of your response to my recent message, especially given that it was during the weekend.
Although we have yet to resolve the issue, your immediate and thoughtful engagement has assured me of your commitment to addressing my concerns.
I am aware of the extra effort required to manage these matters beyond regular working hours, and I sincerely appreciate your dedication.
I am eager to continue our dialogue and am hopeful for a positive outcome in the near future.
CW
Conrad W's update24 Mar 2024, 07:39
Reviewer Update
Dear BlueNova Executive Management Team,
I'm reaching out to express my gratitude for the promptness of your response to my recent message, especially given that it was during the weekend.
Although we have yet to resolve the issue, your immediate and thoughtful engagement has assured me of your commitment to addressing my concerns.
I am aware of the extra effort required to manage these matters beyond regular working hours, and I sincerely appreciate your dedication.
I am eager to continue our dialogue and am hopeful for a positive outcome in the near future.
I'm reaching out to express my gratitude for the promptness of your response to my recent message, especially given that it was during the weekend.
Although we have yet to resolve the issue, your immediate and thoughtful engagement has assured me of your commitment to addressing my concerns.
I am aware of the extra effort required to manage these matters beyond regular working hours, and I sincerely appreciate your dedication.
I am eager to continue our dialogue and am hopeful for a positive outcome in the near future.
BlueNova's replyOfficial
25 Mar 2024, 11:15Hi Conrad,
Our support team has just confirmed that they've made the necessary arrangements to send 3 x RacPower batteries to the site in question. The batteries in question have been allocated already & should be there soon.
Thank you for keeping the dialogue going on this channel as well.
Our support team has just confirmed that they've made the necessary arrangements to send 3 x RacPower batteries to the site in question. The batteries in question have been allocated already & should be there soon.
Thank you for keeping the dialogue going on this channel as well.
BlueNova's reply25 Mar 2024, 11:15
Official
Hi Conrad,
Our support team has just confirmed that they've made the necessary arrangements to send 3 x RacPower batteries to the site in question. The batteries in question have been allocated already & should be there soon.
Thank you for keeping the dialogue going on this channel as well.
Our support team has just confirmed that they've made the necessary arrangements to send 3 x RacPower batteries to the site in question. The batteries in question have been allocated already & should be there soon.
Thank you for keeping the dialogue going on this channel as well.
CW
Conrad W's updateReviewer Update
13 Aug 2024, 12:51I cannot delete this review, but I want to sincerely apologize for my attitude towards BlueNova. While it is understandable that this has been a very frustrating situation, nothing is gained from a short-tempered and unprofessional response on my part. Throughout this issue, Blue Nova has app**** significant resources, conducted warranty repairs, and provided valuable advice from their technical staff on how to address the compatibility issue between the batteries and the inverter. This included supplying loan batteries as well. They continue to investigate whether changes in the BMS or the inverter have caused this problem, and I am optimistic about resolving it.James and your entire team, thank you for your patience and professionalism in not responding to me in kind, but instead, staying focused on finding a solution.
CW
Conrad W's update13 Aug 2024, 12:51
Reviewer Update
I cannot delete this review, but I want to sincerely apologize for my attitude towards BlueNova. While it is understandable that this has been a very frustrating situation, nothing is gained from a short-tempered and unprofessional response on my part. Throughout this issue, Blue Nova has app**** significant resources, conducted warranty repairs, and provided valuable advice from their technical staff on how to address the compatibility issue between the batteries and the inverter. This included supplying loan batteries as well. They continue to investigate whether changes in the BMS or the inverter have caused this problem, and I am optimistic about resolving it.James and your entire team, thank you for your patience and professionalism in not responding to me in kind, but instead, staying focused on finding a solution.