Perhaps your reply to the OP is based on correspondence that occurred in another thread, however, reading your reply as a stand-alone response to this thread alone absolutely does read as a personal attack on the OP.
It appears there are various assumptions made about the OP, their installation and the issue(s) they are facing that could very easily be unfair and unfounded. Unfortunately I see a lot of this sort of overly defensive response on this community when people have legitimate frustrations with Victron’s business model for product support.
I have worked with Victron equipment for a number of years now (as a system designer and installer) and I understand the reasons and motivation for the chosen method of providing support to installers and customers, however the fact is that these business decisions do result in Victron outsourcing BOTH product support AND responsibility for maintaining their reputation in the marketplace.
If a dealer can’t/won’t provide crucial information that is missing from Victron’s documentation, or solve a genuine problem with functionality that has been discovered, then access to Victron’s R&D engineering team who are the only ones (even within Victron itself) with the necessary understanding of the internal workings of the products is usually ZERO. On random occasions Matthijs will spot a thread on here and respond personally (which is amazing), but it does not ensure genuine issues are consistently resolved in a timely and satisfactory manner.
In my experience dealers don’t consistently get answers to questions they send up the chain to Victron and dealers’ number one priority is obviously to focus on making sales, not expending lots of energy chasing answers to support questions sent to one individual supplier/manufacturer out of dozens of they purchase stock from. It is not easy to consistently get a satisfactory response to valid technical queries.
When die-hard Victron fans in this community get defensive on Victron’s behalf and try to shift the blame onto the person who attempts to raise a legitimate issue on here all it does is discourage anybody else from seeking support via this community. Yes the OP was venting frustration rather than describing a technical issue to resolve in this thread, but that frustration with the flaws and limitations of the business model for support is also a valid issue in its own right and happens often enough that Victron should pay attention to this as is does affect their reputation in the marketplace.