Here’s my experience through today, June 3, 2019 with the Generac EcoGen 15kw and Generac Customer Service. I purchased my generator brand new for $4800.
It is less than 2 years old with under 2000 hours on it.
Generac EcoGen 15KW
8/2017- In service, oil leak straight out of box. Argued with Generac to get tech at no cost. Leak from screw not being tightened all the way.
1/2018- Generator down with error code.
2/2018- Generac authorized tech said motor bad. Ordered motor.
We said something else is bad, motor is fine.
4/2018- Installed new motor. Now the stator and rotor are bad.
Ordered new stator and rotor. Slow shipping.
6/2018- Generac authorized tech installed new stator and rotor. We negotiated bill with servicing dealer and paid $600 out of pocket for repairs.
2/2019- Generator down.
Code 1053- AVR bad. Tech out, according to Generac support, small fan bad, ordered new AVR. Supposed to overnight, sent by slow barge. Overnighted another AVR.
3/2019- Installed new AVR.
Then error code 1059- Tech installed new wiring harness. Now Generac says rotor is bad and and they’re sending a new one overnight.
3/2019- Generac shipped rotor overnight only to Seattle port then by slow barge. Now shipping new part overnight to AK.
4/2019- Tech replaced part and said it’s running.
5/2019- Authorized servicer billed for $4403.00 of which Generac paid $950. Disputed balance due with authorized servicer to send in to Generac again.
Authorized servicer reduced bill to approx $3900. Authorized servicer to send itemized statement showing exactly what was billed and what Generac paid.
5/6/2019- Ran generator for first time. Error code of charger warning but generator runs. Minimal use at this time due to daylight on solar array.
5/16/2019- Began email contact with Elizabeth Messer for resolution.
Provided photos of install and maintenance records.
5/29/2019- Generator down with error code 1053- AVR bad. Emailed Elizabeth Messer and left voice mail.
5/30/2019- Emailed Elizabeth Messer. Left voice mail. Spoke to another agent, said Elizabeth will call me.
5/31/2019- Called and spoke to Elizabeth Messer.
According to Generac, generator is largest power source so is considered primary power source. Only to back up solar and inverter. Will not provide any concession. Refuses to acknowledge that solar is largest power source.
Cannot tell me what amount of solar is required nor did they ask what I was powering. My warranty states:
“This specific model of generator is intended to support alternative energy source systems that include an inverter, a battery bank, and an alternative energy source.” There is no mention of minimum solar requirements. According to their warranty, my system meets all of the requirements.
6/3/2019- Recieved another bill from authorized servicer, reduced to $2503.00.
6/3/2019- Called Generac and spoke to Elizabeth Messer. Generac is standing behind the number of hours, says solar system is inadequate, primary source of power.
Refuses to do anything although my unit has less than 2000 hours and is less than two years old. Can provide no information on what the minimum is for solar. Says she’s the highest form of resolution other than her supervisor, Amanda. Said supervisor to call back.
So that’s where I’m at.
My Generac generator is permanently down and I’m getting zero support from their customer service department. Thankfully, my “inadequate” solar array is powering my house completely.
Product or Service Mentioned: Generac Power Systems Ecogen Generator.
Reason of review: Bad quality.
Monetary Loss: $4800.
Preferred solution: Full refund.
Generac Power Systems Cons: On hold for 20 min every time, Poor service, Product quality, Cust service, Warranty policy- changes on their whim.