Anyone who has ever dealt with a Cable TV company knows that their service is the worst. I would put Renogy in that category.I purchased my starter kit from Renogy for the reason many people buy computers / Iphones from Apple. I was a newcomer to solar and wanted to deal with a large company who sold all the components of the system for better integration.. The price was higher, but I thought worth it due to fewer potential problems. I thought the complaints about their customer service were just malcontents as the majority of the complaints were positive. I was wrong on all accounts. Renogy is probably great…. until something goes wrong.My issue was that I had a Renogy 200 watt starter kit where the controller would at times show PV over voltage. I knew it was a charge controller issue because when I covered the panels with a blanket, the charge controller STILL registered as PV over voltage. When I disconnected the panels and immediately plugged them back in, the charge controller went back to normal.I contacted Renogy via email so I would have an electronic record of our discussions. There first tactic is to request a lot of information just to send an email. I filled out the information requested and explained my problem. The next day a Renogy rep responded with a request for more information. The information she asked for clearly showed the charge controller was the issue. The next day I heard again from the nice rep. Not with a message saying my charge controller would be replaced, but with a message that said “Have contacted technical support”. No timeline and no commitment for follow-up. I was polite in all my emails. Being a customer rep is HARD (I have been in that position). The rules are the rules and most customer reps don’t have much authority. Being nasty (which is often tempting) is putting the blame on the wrong person.In my opinion, in dealing with Cable TV like companies such as Renogy, you have to explain the business consequences of their actions. My 3rd email to Renogy was that if I didn’t have a new charge controller within a week I would 1) Return a Renogy product I had recently ordered (cost more than a new charge controller) 2) Buy a new charge controller from a different company 3) Never buy a Renogy product again and 4) Write a review on Amazon of my experience. This is that review as not surprisingly Renogy never responded.The Cable TV companies were able to survive with poor customer service because they were basically a monopoly until streaming services. Renogy doesn’t have that luxury. The only way they will ever change is to impact their business by stop buying their products and by sharing any bad experiences with others.REVIEW UPDATE=============Nine days after posting this review, Renogy contacted me and offered me a new controller for free and also offered a discount on a future purchase. I will leave it up to you to determine if these two events are related.I turned down Renogy’s offer for two reasons:1) Renogy positioned this offer to me as an “exception”. I found this incredibly arrogant. A company should honor their warranty as a rule NOT as an exception. Any company that uses a criteria other than a broken product during the warranty period to accept or reject a claim is not a company you want to deal with.2) I had already purchased another generic, “Amazon Choice” charge controller with more features, at a lower price, that I liked better. Though not without issues, the distributor, Werchtay, has a better customer service reputation than Renogy. One of my issues with this charge controller was the documentation. Barely readable. Now, on their Amazon product page, there are very easy to read instructions. Also, it is advertised as a new type of MPPT technology, but I don’t have the knowledge to confirm or refute.