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Watchmon 4 onboard output
#31
They have had Vacation and I think they got back today or something. You could see that on the FB page.
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#32
(07-19-2019, 07:18 AM)daromer Wrote: They have had Vacation and I think they got back today or something. You could see that on the FB page.

Is Bruno now working for Batrium ?
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#33
Yes he is doing the videos as of some anouncement back in the days.
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
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#34
Based on the recent discussion we have revised the support article about the fan and others whilst we are updating the new support system.
https://support.batrium.com/article/101-...nboard-fan

It covers a few refinements
1. include the wiring diagram from the fan video with the DC-DC on the supply
2. highlight the point on inrush currents
3. include the on-board 5 Pin configuration for WatchmonPlus WM5

For those that have written to us I have been working with Maxine and Mel to make sure you are taken care of.

Each day in our help system (HelpScout) we typically get more than 20 new conversations/emails overnight, over the weekend by Monday the backlog is even bigger. These each take time to reply and are primarily handled by Maxine and Mel. Very soon we will be advertising for a third person to join the team as many of the conversations have numerous back and forth messages. Many ask several complex questions that take time to prepare a response and potential make a support article. 

Bruno is a valuable part of our team and works for us part time. He does not answer emails, he is making all the "how-to" step by step videos so that these can be watched by those that dont want to read instructions. These take a lot of time to plan, record and edit to cover the relevant content and be short.

It was not that long ago that the planning, design, firmware, software, documentation, manufacture, QA validation, sales, shipping and support was handled by myself with assistance from Maxine. This year we have finally started to grow the team to handle the work ahead of us. We are now a team of 9 people in various part time and full time roles as we finalise the remote bms access, new products and refining the existing ones.

For those that complained about slow responses in the past, I apologise we simply did not have enough people or hours in the day. Its hard, we have learnt from it and continually improving both our processes, products and expand the team as we grow sales. Its not easy especially when we are a small company. We do thank our loyal customers as their purchase is allowing us to grow and build the product and service that we think is appropriate for this market.
Jon, Headrc, daromer like this post
www.batrium.com provider of battery management for lithium cells
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#35
Over two days and I sent two messages yesterday one before their day began and one about mid day for them. I am trying to work with their system and limited resources but it really should not take much to reply even if it is “we will respond soon”
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#36
(07-19-2019, 01:18 PM)Headrc Wrote: Over two days and I sent two messages yesterday one before their day began and one about mid day for them. I am trying to work with their system and limited resources but it really should not take much to reply even if it is “we will respond soon”

HeadRc there are more than 70 conversation's back and forth from you to the team, which would have been far easier if not for the limitation you stipulated. Currently our support happens via the support system and TeamViewer remote access, not here. Its after midnight here in Australia, I am very thankful to Maxine and Mel's patience in dealing with the burden of support enquiries. When Mel is back on Monday she can reply.
www.batrium.com provider of battery management for lithium cells
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#37
HeadRC i suspect you got their automated reply? Doesnt that state that they will reply? Smile
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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#38
This is all good news.  I really want Batrium to succeed.  My posts here have been made when I felt that I needed to reach out to the community on something regarding the Batrium system.

I got a response from Maxine yesterday informing me that the issue would be tended to.  Which let me know that it was not being sidelined. Thank you.

One other thing, some of my response/messaging/inquiries have had to double up because I would respond to a communication from Batrium,  but my response would then get bounced back to me because of a possible spam filter.  I then had to resend a response to that original communication via the internal customer support form on the Batrium web site ...adding to possible frustration on both ends I would think.  

Thanks,

Richard
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#39
Who or what system did the spam return? Perhaps something causing isssues for more users.
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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#40
On the spam issue I really do not know who or what caused it. It seems to be something with Google gmail.  In my repeat of the message to Batrium I indicated that it had been kicked back to me and that is why I was sending the message again.   

As a dialog about an issue was being conducted by regular email, after a communication back and forth that was successful all of a sudden my response would be kicked back to me with this error message   

"Your email to group info@batrium.com was rejected due to spam classification. The owner of the group can choose to enable message moderation instead of bouncing these emails. More information can be found here: https://support.google.com/a/answer/168383."  

When looking at that link it appears that there may be a problem with Batrium using Gmail?  

BTW ....I am sorry that this thread has now seemed to been highjacked to focus on a different problem than the Watchmon 4 outputs ....although it was a direct result of this dilemma.
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