AIMS Power レビュー 270

Cody was great. Thanks!

i tried for the past 3 weeks to contact andrew frey by calling emailing
no answer back .
What should i do?

Jay gave excellent customer service. I had an issue with my product (damage I did) and he helped me get the replacement parts I needed. Not only was he kind/respectful, he was very knowledgeable about the product (to lowest detail).

I called to get information regarding a charge controller and an inverter. I spoke with Jay, he did a great job of explaining to me the needs of my system. I asked about a million questions so that I could understand, not just know, what he was helping me with. If Jay's assistance is an example of what Aims employees provide to customers they should get 6 stars.
Z

After spending over $14,000 on Aims solar components, we have a lithium battery that is not operating correctly and have received severely sub-par support from Aims. We purchased the Aims 48v lithium battery model LFP48V150A which retails at a whopping $5299. When we hooked it up it 'worked' in the sense that it output power, but there were oddities in its behavior and the ‘Alarm’ fault light comes on at times it should not based on the documentation in the battery manual.

We called Aims technical support and experienced an incoherent line of questions and sometimes "answers" which never actually answered anything. After several attempts at obtaining help via phone, it became clear that Aims technical support either could not or would not help. It seemed they really didn't understand how the battery should be operating alone nor in conjunction with the other components connected, all of which are also Aims brand.

After spending two weeks running various tests on this battery on our own we confirmed there was indeed one or more verifiable issues with it, though we could not determine the cause. At this point we detailed the issues we were experiencing via an email and I asked for a replacement to be sent as we were now beyond our deadline of when we needed this system operational by.

They issued an RMA along with a very off-putting email that did not outline if the RMA was for refund, replacement, or repair. After inquiring, they advised it was for repair only and that I must pay for shipping this 184 pound battery back, listed by Aims as having a 242 pound shipping weight once packaged.

I called FedEx to inquire about freight costs, as which point I was transferred to their "dangerous goods" department who informed me: 1) handling this battery requires the shipper be "lithium battery shipping certified." Which I presume the average consumer is not. 2) That they could not give me an exact quote based on my not being certified to handle this battery, though he said it would be extremely costly. 3) If the battery has damaged or defective cell(s) there may be a risk that it is in an un-certifiable and therefore illegal condition for shipping. After some googling I found conflicting information about the legality of shipping damaged lithium cells.

At this point returning the battery appeared to be both possibly illegal since there was no way of knowing if the issues present were due to a damaged cell or not, and even if legal, completely impractical for me to do since I am not lithium shipping certified.

So we again attempted to pursue the avenue of troubleshooting with Aims technical support, but this time via email in hopes of getting more concrete answers than I had been able to get over the phone. I offered to send Aims a video showing the exact problem the unit was experiencing to which the technician replied "There is no need to see the video as I am trusting you that there is an issue with the battery based on self-discharge and chattering inside of it.”

But the technician still did not answer my basic questions about what is expected operation for this battery so we could determine the best path forward, since shipping it back seemed unreasonable. Yet they continued to dodge almost all of those questions and no progressive assistance was being provided so I copied into the email addresses of the owners of Aims. Most of the questions posed to her also remain unanswered.

Aims also does not provide the advertised battery monitoring software on their website nor advise in the manual how to obtain it. Among the questions Aims technician failed to answer was my asking how to obtain this software. After again asking for it, the owner provided a file along with an installation PDF. I verified that my new PC met all of the specifications the PDF outlined. Yet the software would not open. When I attempted to open the files Windows blocked with a message “this was blocked because this type of file can harm your device” and was presented with a message that “This app can’t run on your PC.” I replied to the owner outlining the difficulties opening the program she sent and asked if she had any ideas. To which she replied that the instructions must be followed exactly and that if we are not able to do this we may need to have the battery shipped back and to go with a different battery supplier.

That’s it. $14,000 dollar I spent with this company in a single month and couldn’t get basic support and they are done trying to help without having ever really tried.

Edit: In response to Aims comments below, what they've stated below is false and I can prove it with our email chain. For those interested, I will be doing a full run down of what transpired and will post it by model number on common video platforms. Hope this helps others make a better decision than we have.

Aims made it possible for me to return the defective inverter and get another one after my return window had closed thru Amazon, I will update after I have installed the new one and see if I have the same problem with the lights blooming, thank you, Jay, for making this possible

Excellent support from Cody. Really appreciate it
Mark moran

Very helpful. Great response time

While trying to decide if the Aims Power LFP12V200AB battery was a suitable match for a unique project, Andrew Frey (Engineering) answered all of my questions through multiple emails and phone calls. I have been in communication with multiple battery companies and Andrew really was far above and beyond!

Very fast response time, instructions were clear, which repaired my problem.
Thank you Mr. Frey

I contacted AIMS for support with a used inverter with symptoms that weren't laid out in the manual or troubleshooting FAQ. They were quick to respond, helpful, and friendly.

Solid customer support and technical support on my first off grid set up.

Special Thanks to Jay for educating me and looking over my plans and correcting my mistakes.

I turned in a 2000 watt inverter for repair I've had for several years and while there was some confusion early on about it getting received, when it got into the hands of Jay Jones, one of your tech guys, I was very pleased and have now received back the inverter post repair and it works and looks like new. This is the second repair I've had done by Aims, the other being under warrantee, and I've actually been quite pleased with the way the company stands behind its products. It's a big difference between buying some junk from China and having it go bad. I once took the cover off a 5000 Watt inverter I bought directly from China after having it fail to discover the 250 Volt output plug wasn't grounded! So thanks. I'll spread the word re Aims.

I bought an AIMS 3000W inverter charger and a LiFEPO4 battery. The system did not work properly. The battery indicated discharge intermittently when charging. And the inverter had a faulty AC card (replaced), Shipping for the return on the inverter was required to be paid by the user and for the battery (both directions) adding about 20% to the cost of ownership for the products. The returns were requested by the technician. Technical support was not helpful and slow to respond. even with pictures, measurements and video of the symptoms.I bought into AIMS product due to perceived quality and customer service. Based on experience I do not recommend this company as I have experience much better quality and service for other products in the field. I also hail from a technical company and the standard for customer service is considerably higher. Hopefully this is an isolated incident for the company, but I suspect it is worthwhile to document the experience should some one else be weighing options for solar equipment.

Experience ended with payment for return shipping for the battery on 11/18/2020.

Gentleman did not want to hear my question. Said "it would take too much time". Asked for my email address and sent me what he wanted. The email contained a line drawing with no voltages. That was what I wanted to asked what voltages I could use. 12 or 48 which could be as high as 57-8 during charging. Thank you for nothing... Gerry

Aims technical support is great. They responded even in the midst of this pandemic and their responses were very clear.

I purchased an AIMs 2000 watt inverter from the Inverter Store on Amazon. Installed the inverter in our Travel Trailer and had a problem, it kept shutting down when small appliances were plugged in. Contacted AIMs customer support and was referred to an engineer. Andrew was great, he replied to emails within a day or two with corrective actions and took a real interest in solving the problem. Over time it became apparent that the issue was not the inverter but in the trailer. Only con is that AIMs would not cover the cost of returning the inverter for service or returning it to me; I would think this should be covered under their warranty.

Andrew was a big help in helping me diagnose my set up issues.

We purchased a solar system from AIMS to power our camper van. AIMS support staff helped us pick the best system for our plans. Then as newbies, figuring out the system setup and wiring was a challenge. Once again AIMS was there for us, even when we called them multiple times. This is an excellent, customer focused high quality company. I highly recommend them!

Excellent support and instructions by(Jay) at tech support.