Purchasing a standby generator represents a significant investment in home security and comfort, especially in regions prone to power outages. For homeowners with the skills and knowledge, self-installation can seem like a viable route to savings. However, when issues arise, the quality of customer service becomes paramount. This account details a frustrating experience with Generac Customer Service following a do-it-yourself generator installation, highlighting potential challenges and limitations in their support system.
Earlier this year, in February 2024, a retired electrician undertook the installation of a 14kW Generac generator for his brother-in-law in the Chicago area. Adhering to best practices and local codes, the installation was meticulously executed. The generator was placed on an elevated concrete pad, ensuring it was well above ground level. A dedicated 1 1/4 inch natural gas line was installed, providing ample fuel supply. Crucially, in compliance with Chicago electrical codes, all wiring between the automatic transfer switch (ATS) and the generator was run through metal conduit. This professional setup seemed ideal for reliable backup power.
Initial operation of the Generac generator was flawless. The unit started smoothly, ran efficiently, and even the weekly exercise cycle functioned perfectly, activating precisely as scheduled. For a week, everything indicated a successful installation and a dependable backup power solution.
However, this initial success was short-lived. Just a week later, the generator failed to start during its scheduled weekly exercise. Upon inspection, the battery voltage was found to be critically low, reading only 11.79 VDC. Suspecting a faulty new battery, the electrician replaced it with another new 26R battery on February 21, 2024. The new battery registered a healthy 12.49 VDC. After installation, the generator was started, and the system was reprogrammed. Hopeful that the issue was resolved, the electrician anticipated smooth operation.
Unfortunately, the problem persisted. Only five days later, on February 26, 2024, the generator panel displayed a “battery low” warning once again. This prompted a call to Generac customer service at 888-436-**. The ensuing interaction with Generac customer service** revealed significant shortcomings in their technical support for DIY installations.
The customer service representative, described as “very nice,” attempted to assist. Guided by her instructions, the electrician used a voltmeter to check the T-1 voltage, a crucial point in the generator’s charging circuit. Measurements confirmed 120 VAC at both the ATS terminal and the generator unit itself, indicating power was reaching the charging system. Despite these readings, the representative suggested replacing the blue T-1 wire, speculating it might be damaged, even after being informed multiple times that all wiring was professionally installed within metal conduit in accordance with Chicago code. The electrician logically argued against this, explaining the voltage readings and the protected wiring made a damaged T-1 wire highly improbable.
Further attempts to explain the system and explore potential issues were met with resistance. The electrician tried to inquire about a neutral termination point located near the T-1 terminal, suspecting it might be related to the neutral side of the battery charging circuit. However, the customer service representative seemed unable to grasp the technical details or consider alternative explanations beyond replacing the T-1 wire. A request to speak with a more technically specialized support team member was denied. The representative stated that technical support was exclusively available to authorized Generac service personnel, effectively creating a barrier for DIY installers seeking assistance with complex issues.
Ultimately, the Generac customer service call concluded without a resolution. The electrician was advised to contact a Generac service provider to diagnose the problem, leaving the responsibility and cost of further investigation to the homeowner. This is where the situation further deteriorated. Attempts to schedule a service call with two local Generac service companies were unsuccessful. Both companies refused to provide service because the generator was not purchased and installed through them. Messages were left with two additional service companies, with only one promising a potential callback.
While acknowledging the politeness of the initial Generac customer service representative, the core issue remains unresolved: a brand new Generac generator failing to charge its battery, coupled with a customer service system that appears unequipped to support DIY installations beyond basic troubleshooting steps. This experience raises serious concerns about Generac customer service responsiveness and the level of support available to customers who choose to install their generators independently. For a brand built on reliability and customer satisfaction, this situation suggests a significant gap in their support structure, particularly for technically proficient homeowners capable of performing their own installations. This negative experience has led the electrician to reconsider recommending Generac products in the future, pending a satisfactory resolution to this ongoing issue. This stands in stark contrast to two decades of positive experience with a previous Generac generator at his own home, prompting the question: “What went wrong at Generac?”
