Reply from MWANDS.COMMar 11, 2020
Before judging Missouri Wind and Solar based on this review, I would ask you to click on Jerry's name and read through his existing Trustpilot reviews. He has 16 reviews, of which, 12 are 2 star reviews and lower (75%). Jerry even "punishes" Trustpilot with the removal of a star from their company review because of an email issue.
It begs the question: is Missouri Wind and Solar the problem or is he a chronically disagreeable person? I leave the reader to make this determination. While we strive to make our customers happy, we are a small company and if the customer isn't cooperative in troubleshooting a product, it just doesn't make sense to send more of the same product. What follows is the unedited correspondence through Ebay with Jerry. When we have an unwarranted review like this, and yes, we make mistakes sometimes, we want to put as much sunshine as possible on what happened. Nothing cures this kind of rot faster.
For instance, it is worth noting that the original product sold (and the one we were helping him troubleshoot) is well outside the eBay return window. At the same time, he purchased an add-on product directly from us and asked us to send it along through eBay's Global Shipping center. Jerry falsified his claim to Paypal, declaring non-receipt and a chargeback to try bully us into pacifying him.
If you are convinced by the review Jerry has left, we'd urge you to also read the hundreds of honest positive reviews with as much belief.
-Crystal Shank, Owner
Correspondence:
jerry***:
The windspeed this morning was 18mph to 30mph. From time to time, it would stop turning (or turn slowly) until wind increased. The turbine was producing nothing in either condition.
There was continuity between the three phases at rectifier. Since disconnecting PMG tails, there is no longer any continuity on wiring from turbine to rectifier. In other words, something inside the PMG is shorted and acting as a 'stop' switch.
This turbine is mounted on a mast that I've been using for almost 20 years. It worked exactly as it should for two days until this morning. I noticed an occasional growling noise earlier and blades now only turn with some notchiness, even though they're isolated from rest of cabling.
I have a good multimeter, so please let me know what specific tests I can make to the disconnected PMG.
I can send you a photo tomorrow if you wish - it's getting dark here now.
Thanks,
Jerry
Your previous message
Please perform a phase to phase ohm test and report the results.
Yes we would really like some pictures of the unit, testing procedure and the rest of the installation.
jerry***:
There is 0.4 ohms on each pair of the three phases.
Without the hub/blades, it’s hard to turn PMG shaft with Allen key. It certainly doesn’t spin freely.
First photo shows lowered tower. There is a new 10mm² tri-rated 3-core cable running from turbine through tower.
Second photo shows connection at base of tower to 35mm² underground cabling – about 50 meters to controller.
Fourth photo shows entry to controller – three wires on left side.
Fifth photo shows analogue ammeter. The small box above (PV MPPT) and readouts to right constantly monitor battery voltage.
As mentioned, the turbine operated perfectly for two days after installation. As soon as I’d lifted the tower and killed ‘stop’ switch, it was showing amps consistent with your output curve. There is an anemometer next to the tower.
There wasn’t even a flicker on the ammeter yesterday morning with the turbine spinning in winds averaging 25mph. The ‘stop’ switch made no difference. I checked battery fuse (which was OK) and lowered tower to minimise further damage.
I hope you agree that there is most definitely a serious problem with the PMG.
Jerry
Your previous message
Jerry - we don't recommend using the unit with anything other than the 90 Amp rectifier that we ship out with the 12 volt unit. We've tried and tested that unit and use it in our all of our wind turbines in our installations here at the store.
My tech has relayed the information to me and feels like the issue is somewhere in the wiring as the 0.4 Ohm output per leg is spot on for the sealed unit.
If you want to ship the PMG to us, we can test it and determine if there is something wrong with the unit.
The address:
Missouri Wind and Solar
332 Cobble Stone Dr
Seymour, MO 65746
If you choose to ship it to us, we can get it tested and make a determination if a replacement is needed.
I appreciate that you've sent us photos to help in the process, I just don't want you to send the motor in until we've ruled out other potential causes. Would you be willing to install our rectifier as part of your system?
Sincerely,
Crystal Shank
Missouri Wind and Solar
jerry***:
Dear Crystal,
I have explained several times to Sam that the stator does not turn properly, whether connected to any of my equipment or not.
Whichever rectifier I use, it isn't going to free itself up and start spinniing as it should.
I'm not wasting any more time arguing with you. I have the generator to hand, you are several thousand miles away. How can you possibly know better than I do?
I have had the distinct impression from my first contact last Wednesday that your sole aim has been to find fault with my equipment. Your after sales service is as bad as I've ever experienced. I am not returning anything at my expense because I do not trust you to admit any liability on receipt.
There are a number of reviews of your company from other unfortunate customers that tell a similar story.
Accordingly, I am summarily rejecting your faulty goods and would like a full refund for this order as well as the additional hub purchased separately, which is clearly useless without a functioning generator.
Unless I receive your agreement by return email today, I shall raise a PayPal dispute without further reference.
Best wishes,
Jerry
Your previous message
Jerry - to your point, we also have hundreds of customer reviews from people that are tremendously happy and come back to purchase from us again.
I am not trying to get out of taking care of you as our customer - I am trying to help save time, money, and hassle by ruling out any other issue. Because the readings from the stator are what we should expect and that you've said it did turn just fine at one point, it sounds like a dead short somewhere in the wiring that is now causing it to be extremely hard to turn.
Unless you had sustained wind at an excessively high speed, the chances of the stator burning up are unlikely.
Under the terms of your purchase, you are responsible for return shipping. While it is ultimately your decision to file a claim with Paypal, Paypal will want you to return the item to us. It will be the exact same process we are proposing. If the motor is found defective, we will reimburse you for your shipping and allow you to decide if you would like a replacement or refund.
Sincerely,
Crystal Shank
Missouri Wind and Solar
jerry***:
Crystal,
Once again, I must reiterate that the stator does not turn freely when 100% disconnected from all my wiring. That means the stator is at fault.
If your "tech" knew anything about stators, you'd know this meant a failure in the windings. Are you saying that isn't the case?
I have checked the weather data for the night of failure (26/27 February) and the maximum windspeed was just 46mph.
And how on earth are you saving me "time, money, and hassle" by making me fork out for return shipping (around $70) with no guarantee that I'll ever see it again.
I've already spent several hundred dollars and considerable time - all for less than 3 days' use!
And the time it will take to return it and - if I'm really lucky - get a replacement sent on is likely to be several weeks. It took 16 days from the date of purchase (9th January) for the turbine to get here in the first place.
I am off-grid. I was relying on your turbine to actually work. Now I'm having to run my standby diesel generator every day.
If your domestic electricity supply failed, you'd expect a prompt, courteous and apologetic response from your utility company. What would you think if they just kept telling you that it was all your fault and refused to do anything?
This is your final opportunity to put things right. If you're so confident about your products, I'm prepared to give you another chance to prove it.
You need to confirm shipment of a replacement before close of business. And send me a return shipping label. The stator is boxed; it weighs 12lbs 8oz and measures 32cm x 30cm x 18cm.
All the best,
Jerry
Your previous message
Jerry,
We've approved your return. We cannot create a shipping label for you because you reside outside the US.
jerry***:
Are you sure that applies to my postcode, which is non-mainland?
Your previous message
Jerry - please send the unit to us. I can provide you a shipping label for $19.64 USD that can be reimbursed if the unit is faulty.
Thank you for accepting return.
As you can't send return label, I have arranged shipping myself. I am sending a copy of the invoice by separate email to sales@mwands. This is because eBay doesn’t allow pdf attachments.
The carrier is TNT - tracking link is https://******
Cheers,
Jerry
