Is there a way to contact the company for tech support without going through a dealer? I purchased my unit on Amazon and was assigned a “dealer” who says he doesn’t have my unit on his list.
I am going to day a big hmmmm because of the statement here. All amazon sellers have to buy from somewhere. And it can all be traced to the from where…
You have done some due diligence in this regard when you have used the support page.
Maybe there is something we can do to help?
What kind of tech support do you need?
We get tech support calls from buyers on Amazon several times a week. If they are up front and say they purchased on Amazon and tried contacting the responsible distributor but haven’t received a response then we’ll try to help them. Call a local distributor, be polite and honest with them and you might find they will give you a few minutes of their time. I’ve explained the situation, thanked them for nice about it, and helped them.
Then there are those that are rude or feel entitled to receiving help from distributors they didn’t purchase from. For these people I suggest they enter their serial number on the support page on the Victron website and then click on request support. This does two things: first, it puts you in touch with the original distributor that bought the product from Victron and second, Victron sends that distributor an email asking them to help the customer and Victron will follow up with you to make sure the responsible distributor did their job. If not, it’s a ding on their record with their Victron rep.
As LX said, if it’s a specific question you have then ask it here. Or, you can try one of the approaches I mentioned above.
Good luck!
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Thanks for the replies! I did put the serial number on the tech support site and got routed to a nice person in Ft. Lauderdale FL. He did his best to answer questions and his advice was good. I guess I need someone who can “get in the weeds” with software related things. I really don’t want to become a burden to someone who technically didn’t sell me the device. I posted one question on this forum and have no replies as of now. The unit is a MultiPlus-II with a Cerbo-GX that I’m using as backup power like a UPS for sensitive server equipment.
I found your previous question and answered it over there. What are your questions about the Multi and Cerbo?
The community is good for asking specific, pointed questions. A lot of us here don’t answer questions that are very long, seeking design advice, or FAQs. I can’t speak for everyone, but my “free” time is hard to come by and I leave the more basic questions for others to answer. I come to the community for a mental break and to see if I can add value. Even for the pros who’ve been doing this a long time, there is always something new to learn.
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