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Batrium-poor customer service
#11
(09-08-2018, 09:30 PM)Crimp Daddy Wrote: Not happy seeing threads like this when I am gearing up to make a purchase with them.  Aside from Batrium I don’t really another solution to consider.

Might have to suck it up and order anyways, but the makers probably already know that.

Competition is generally a good thing.  I’d love to see more established vendors in this niche space.

I am in the same boat... very close to purchasing from Batrium, and have had my own experiences with customer support. Having read this thread I'd be lying if I didn't have the voice in my head telling me to choose carefully. 

I guess the one saving grace is the amount of members in here that have Batrium products, so I'd hope if I have a problem I can obtain some help. Highly possible Batrium are suffering from success and are having growing pains... but if that leads to poor customer experiences, it could cripple their reputation.
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#12
They are a one man company you could say where its family driven. Its not always easy to do it all and since this forum the requests have expanded 10 fold.



I have done alot of work with them and I can ensure they will do their best to sort any issues. They have even hired one more guy to help out during this expansion and slowly getting back into pace.

3 mails since january isnt much in terms of asking for help?

I personally have 5 of their systems here and 4 in running gear. I have installed several others as well and have gotten the help I needed. With that said I do understand their situation and I help them with the support when needed.

Please make sure if you havent sent in a new case last week then do that and Il ping them for you.
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#13
First, we have had a few issues and are still working through them. Whilst we improve our support a big thank you to daromer and several others who continue to offer advise when we dont reply fast enough. 

It is accurate to say that we are experience growing pains, partly from :
  • many questions from the community
  • not having enough stock, and running out too frequently of one component or another 
  • continue to get more staff to help with the support
  • the perfect product (or variants) to suit different applications
  • QA procedures to guard against failures arriving at customers 
  • easy to use documentation

Yes, we are small with 4 of us working on different parts of the business to help our customers. We are open about our endeavours and blogged openly about the roadmap of development. We were open about Watchmon4 that was forced due to components no longer available from Watchmon1. We regularly post to about our progress and most importantly working to solve the pain point. Being small we think we are nimble enough to listen and solve problems.

There are a number of other bms vendors, what we are building we think will be special as a IoT BMS where you get improved functionality from the same hardware as we release updates and improvements. We are looking forward to when people will have the remote access and mobile app visibility. 

If there are people who started a conversation who have not heard from us in over a week please start a new conversation at info@batrium.com . This will allow us to work out what happened and plan any rectification, however also be patient as we are small and replying within minutes is not always possible as we may not be in your same time zone.
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www.batrium.com provider of battery management for lithium cells
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#14
(09-09-2018, 04:19 PM)daromer Wrote: They are a one man company you could say where its family driven. Its not always easy to do it all and since this forum the requests have expanded 10 fold.



I have done alot of work with them and I can ensure they will do their best to sort any issues. They have even hired one more guy to help out during this expansion and slowly getting back into pace.

3 mails since january isnt much in terms of asking for help?  

I personally have 5 of their systems here and 4 in running gear. I have installed several others as well and have gotten the help I needed. With that said I do understand their situation and I help them with the support when needed.

Please make sure if you havent sent in a new case last week then do that and Il ping them for you.

It was a long string of emails, files sent, screenshots sent then nothing after 3 email over the course of a month. I'm not that hard to get along with... Smile

Problem solved! Maxine at Batrium responded to another iteration of emails and they are sending an RMA longmon.

I did have to place an order that they can include the RMA longmon into as the shipping from AUS for one longmon is more than the purchase price of a new one...

I'm not trying to drag them through the dirt. I know that it is difficult and risky creating a startup like they are doing... I appreciate the gargantuan efforts to get us stuff we need!

BTW I am shipping back the bad longmon to their aggregator in the US so I won't be spending more to ship to AUS than the cost of the unit itself.

Again - Problem solved.

Kudos to Maxine and Batrium for supporting their products...! Smile
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#15
Yay I love happy endings
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#16
I found this thread in searching another topic on Batrium.  I am reviving it because of the  statement:

"BTW I am shipping back the bad longmon to their aggregator in the US so I won't be spending more to ship to AUS than the cost of the unit itself."

Can I ask ...who is this aggregator in the U.S..?  I have not been made aware of any organization providing any kind of customer support for Batrium in the U.S..  Thanks,  Richard
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#17
Batrium only exist in AU.
What they do on Return is to instead of shipping it all the way they collect it in one place in a region to make the RMA easier to handle. Thats what he refers to as an aggregator. Its a place that holds RMA goods.

Same procedure in Europe.

You have not been made of aware of any Batrium in US because it does not exist. Batrium is AU.
The Ultimate DIY Solar and build place
YouTube / Forum system setup / My webpage  Diy Tech & Repairs

Current: 10kW Mpp Hybrid | 4kW PIP4048 | 2x PCM60x | 83kWh LiFePo4 | 10kWh 14s 18650 |  66*260W Poly
Upcoming: 14S 18650~30kWh | Automatic trip breakers, and alot more
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#18
One man company?!?!?!?!? Serve half the world, i thought i was busy...
Just to small to hire an extra person, just not big enough to not hire an extra person...
Been there done that(read: still doing that).
Good luck in busy times, and don't forget to take care of yourself.
Selling everything at marketplace.
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#19
They are like 5-8people or something now i think. Dont remeber the last head-count but they have grown for instance the support and testing department.
The Ultimate DIY Solar and build place
YouTube / Forum system setup / My webpage  Diy Tech & Repairs

Current: 10kW Mpp Hybrid | 4kW PIP4048 | 2x PCM60x | 83kWh LiFePo4 | 10kWh 14s 18650 |  66*260W Poly
Upcoming: 14S 18650~30kWh | Automatic trip breakers, and alot more
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