Standby generators have been around for a long time. Manufacturers like Generac, Briggs and Stratton, Kohler and Cummins have been in a constant battle to offer generators that are reliable, smaller, more powerful, more efficient, better looking, and more affordable. As a result, there are layers of complications and new technology being introduced all the time. At Ready, Set: Power!, we are staying up to date at the same furious pace as the manufacturers release new features.
25 years ago, if a homeowner had a 200A main panel, manufacturers offered two choices: a partial system, or a 48kW liquid cooled generator. Today, we are able to make the claim that we can provide all the power you need at half the price. Modern load management technology helps us to manage larger loads by delaying some of the heavy hitting devices like A/C units, electric heaters etc. This is just one of many examples of how the generator industry has changed over time.
We meet so many homeowners who have fallen into the trap of choosing an installation company that simply doesn’t have nearly enough collective experience in generators to be able to properly install generators. There are companies that will gladly install a generator “cheaper” than they should. they will cut corners. They will skip the permitting process. They will not upgrade gas meters. It’s pretty bad. One of the biggest challenges we face is having to come behind these installs and fix other people’s mistakes. Here are some real-life recent stories designed to help show that there is more to installing a generator than just setting it in place and connecting it to your house.
We work with contractors as often as we can. What we have found is that some will try to have their “own” electricians and plumbers do the install because they have been working with them for years. Recently, we were told about an installation performed by or under the supervision of a master electrician and plumber. We have an enormous respect for master electricians and plumbers. It takes years of hands-on training, studying and testing to earn this level of license. However, just because an electrician or plumber can get the generator connected does not mean they know anything about generator engines, transfer switch gear, stators, gas pressure requirements, load management and ongoing maintenance. A few months after one particular installation, the transfer switch circuitry fried. While we can’t be sure, it was probably a utility surge. The contractor’s master electrician never attended the extensive training offered by Generac including two days of on-site training required to become a service dealer. They had no choice but to hire a competitor to fix the ATS.
We just completed a warranty repair on a Briggs generator installed by others. When we arrived, the symptoms included a bad battery charging circuit (which caused the battery to die requiring replacement) and the generator was only transferring to the generator, but wouldn’t transfer back. The original installer didn’t know that they were supposed to program the generator controller to tell it what type of transfer switch was being used. A generator company like ours has the technical expertise to “flash” a controller, update the programming, and set it up correctly. Apparently, the original installer did not. This caused a chain reaction that required the replacement of their controller, replacement of the ATS coils, and the transfer switch module twice. The original company replaced it once before. We know because they left the old module and several blown fuses at the customer’s house.
These kinds of improper installations have a terrible effect on companies like ours. We do the work. We go through the training. We document our findings and learn from the challenges we have faced for years. When customers buy the cheapest generator installation they can find, they inevitably end up regretting it. In some cases, they regret their brand decision. They might think that the manufacturer makes an inferior product. They might think “all generators” don’t work right. They might try blaming us for someone else’s mistake. We are immediately back on our heels trying to fix those mistakes and hopefully end up with a happy customer in a situation where the customer’s generator isn’t working when they need it most.
Our master electrician sent a text the other day saying, “Quality is not expensive when done right the first time.” He’s (mostly) right. We aren’t always the “lowest price” option, but it’s usually because we only do it right. We do lose business because some customers are convinced that they can save a few hundred dollars using a company that is willing to cut corners. In some cases, the other company doesn’t even know they are cutting corners because they don’t know how to do it right.
As a company, we have made the strategic decision to welcome new customers who have had generators installed by others. Some other companies won’t even deal with “orphan” or “zombie” units. Of course we would rather help install it right the first time, but if you have a unit installed by someone else and you need maintenance, monitoring, service, or warranty repair, give us a call. Not all warranties are the same. Not all generator installations can be remediated, but we will assess your situation honestly.
We received one of the best texts we could have imagined just the other day. “…we are thrilled to have you and your company taking care of everything.” This text was sent after we took the time to correct other people’s mistakes and set their generator up with a monitoring and maintenance schedule. At Ready, Set, Power! we know that outages suck and we want you to have peace of mind that your generator is ready for the next storm. Let us know if we can help.