Whole-home backup failed when we needed it - and support made it worse
Whole-home backup failed when we needed it — support made it worse Our Anker SOLIX whole-home backup system became unusable during actual utility outages. After the original HPP died completely, the replacement system still could not pass its self-test and now appears to have an additional F3800/interface fault. The worst part has been support. We repeatedly performed the same troubleshooting, tested both HPP ports and multiple cables, sent photos/videos, and uploaded diagnostic logs — yet different agents kept asking us to repeat tests we had already documented. Multiple support tickets were apparently created instead of maintaining one coherent case. The result: weeks (!!!) without a functioning whole-home backup system precisely while we were experiencing power outages, substantial time and electrician expense, and still no resolution despite providing everything requested. For equipment sold specifically as emergency backup power, this support experience is unacceptable.