How to get warranty support when dealer closes business? (Continuous Resources LLC)

DIY
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1

I had a Victron system installed in my RV by Continuous Resources in November of 2021.

I’ve had the MPPT and Auto Transformer both fail.

I replaced the MPPT already before realizing it was still under warranty.

I’ve been trying to get them replaced/repaired for a couple months now and keep getting the run around.

I’ve opened 2 support tickets for the MPPT.

The first was routed to a dealer in Rhode Island who directed me to my original dealer.

I spoke to a couple local Victron dealers, and they say they cannot help me.

I sent Matt (the owner) a text asking for his distributor, but I don’t anticipate a response as my last few texts have went unanswered.

I’m beyond frustrated.

I’ve always had this impression that Victron was ‘the best’ in the market, but I’m starting to wonder how this is possible.

After ‘sailing the asphalt oceans’ since 2020, I’ve been thinking about moving aboard a boat.

I had assumed I would want a Victron system on it also, but now I’m not so sure.

Does anyone have a suggestion on how I can get my failed devices warranted?

When I submitted my second ticket with Victron, they routed it to a company in FL that specializes in marine HVAC.

They did offer to help for a fee.

I’m fine compensating a dealer for their time and assistance, but I’d like to walk into a business with my items.

The company in FL would have me ship the items to them, AND pay the shipping to Victron from FL.

I understand the reasoning behind the dealership model, but I guess I’m surprised getting support is this difficult.

I can’t understand why these products are so popular in the Marine and RV worlds if support away from your original dealer is so frustrating.

Imagine if auto dealerships worked like this!

I apologize for the venting, but I’m very frustrated and stressed.

I wanted to begin my annual snowbird migration from AZ to WA this week, but I need my AT working.

Any help is appreciated.

~Kevin

2

@nickdb why should this be in DIY? The other semi related threads were in this category. It’s not really a DIY question IMHO. I’m asking about the dealer network in relation to a dealer installed system. I moved it back here as it seemed more appropriate, but please explain why I’m mistaken. :slight_smile:

3

Because its a mobile related topic?
As per the description.
If you want the best advice this is the space.
Or read the guidelines where the link you need for support is.

4

Did you try this form?
https://www.victronenergy.com/support-request

Entering the serial number there will send the request to the correct distributor.

5

I think he has, the issue is that Continuous Resources was the distributor, and they’ve been out of business for a couple years now - so now the Support Requests for their components go into the random-roundabout for other distributors to try to help.

6

So regional manager probably the best stop or contacting any other distributor in the region who has to help.

7

I used that form twice.
The first time, it referred me to a dealer in RI that said to contact CR.
The second request was routed to a company in FL.

I’ve tried going to a dealer locally, and they told me to find a distributor.
I called the only one I see in Phoenix, AZ area, and they said they cannot help.
I’ve reached out to this same company via the email contacts on Victron’s site, but have not heard back yet.

1 Like
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@guystewart can you assist here?

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@kcookusa you’re following the correct support procedure; since your distributor is out of business, Support Requests get shunted to random distributors to try to help. To be clear, any one of them can process a warranty claim for you, and they know that. They probably won’t do it for free, as indeed they didn’t sell the components, but they can assist.

As for walking in, yeah that may not be possible, but either way, the warranty claim process remains that you get the failed component to an authorized distributor, they test it, verify the failure, and file a claim with Victron for final approval and -if approved- replacement issuance.

10

Does the topic suggest mobile related or DIY?
I read the posting guidelines and thought the general QA category was correct.
Honestly, I don’t care where the thread goes.
I just need my devices repaired/replaced.

I admit to not being persistent enough on this for the last couple months, but now it’s becoming more urgent.
I have a deadline to get to WA, so we need to get on the road soon.

Thanks for the help

11

You have the right people looking here. I’m sure you will get sorted. The other disties shouldn’t give you the runaround.
Your regional manager details are on the contact section of the victron site. I would fire an email off there so long with all the details. Can’t just be you affected.

12

Thanks Nick,

I think I found the page you’re talking about.
I’ll send an email to this contact as well.

I’ll post an update once I have a resolution.

~Kevin

13

Hi @kcookusa and thanks @nickdb & @Justin & @M_Lange

Looks like everything is already on track here to be resolved and just needs some time.

Original distributor is no longer in business, so has been escalated up to Victron sales manager, they will find a path forward via another suitable distributor.

If you can find a physical Victron shop in your area they could also potentially help.

One thing you could possibly do to speed things up while you’re waiting is to look at the pre-RMA checklist

Only go as far as your experience and comfort level, but any information you can provide about the product related to that checklist will assist with a speedy warranty.