Review of Synapse S6 Ultra Inverter Purchase and Support Experience

On May 24, 2024, I purchased a Synapse S6 Ultra (a rebranded Solis inverter) from Rubicon to replace a malfunctioning Mecer inverter. Following installation, the new inverter consistently shut down and displayed fault indications whenever a load was connected. My home is entirely off-grid, so this issue was particularly disruptive.

After enduring a prolonged and inefficient troubleshooting process with a technician visiting my home, I requested that the technician take the inverter to their warehouse for testing. Upon inspection, it was confirmed that the unit was defective. The technician replaced the faulty inverter with another unit, which, although used, was believed to be functional. Unfortunately, the replacement unit presented additional issues, including an inadequately documented manual, generator input malfunctions, and failure to operate as a UPS.

I sought further assistance from another technician and subsequently contacted Solis support directly. Solis remotely flashed the inverter with an off-grid software version, but the issues persisted. Despite their instructions to wire the generator to the grid input and adjust the grid-code parameter, the inverter continued to shut down with frequency alarms.

After a month of ongoing issues and ineffective support from both Rubicon and Solis, I experienced damage to my CCTV DVR and a Sonoff switch due to the inverter's malfunction. I requested compensation from Solis for these damages but have yet to receive a response.

On the morning of July 22, 2024, I discovered that my system had failed to shut down due to overdischarge, leaving my batteries at a dangerously low 4% charge. I restarted the system the following morning, but Solis support has yet to address these persistent issues and the system still ignores the set overdischarge shutdown parameter.

Despite repeated assurances of senior support, Solis failed to contact me, prompting me to seek a refund from Rubicon on July 29, 2024. I expressed my dissatisfaction with continued support attempts and requested a refund so that I could order a Deye inverter from an alternative supplier. Rubicon indicated they would consult with Solis and follow up, but I remain frustrated as they have not provided a definitive response.

On July 31, 2024, a technician contacted me via WhatsApp for my Solis support ticket number, despite my previous request to stop further support and process my refund. After no response from Rubicon regarding the refund, I contacted them again, only to be told they were still awaiting Solis's input. The salesperson promised a resolution by the end of the day, but I have yet to receive any feedback.

In summary, I am deeply dissatisfied with the support provided by both Solis and Rubicon. The continuous delays and ineffective assistance have left me without a functional inverter and caused significant inconvenience. I urge Rubicon and Solis to expedite the refund process so I can procure a suitable replacement inverter and restore reliable power to my home.