Jackery Solar Generator HomePower 3600 Pro Max

This is our second unit. The first unit stopped outputting. I called Jackery hoping for some advanced troubleshooting on the first one only to get the preliminary reset instructions, which did not help, and was then instructed it should be returned. I was willing to go through something more advanced in case there was something not readily apparent in our setup the battery did not like or, more likely, some fuse simply needed to be reset. I was much more interested in understanding why it had failed. We draw between 250-400 watts in our A/V setup that the battery powers.

After receiving the replacement and going to exchange the units, the first unit was all-of-a-sudden working properly. I went ahead and noted this in my return box and replaced the first unit with the second. After a couple of weeks of use, the second unit did the same thing on 9/22. Not outputting. I called and, once again, asked for some level of escalated troubleshooting. While I was told the problem would be escalated, there was no protocol for me to be able to actually speak to someone on the escalation team, which I really desired to do. I was sent the typical Jackery email asking me for photos/videos of the unit failing, order #, s/n and address. I pushed harder for an answer and later received an email telling me to connect it to the internet and notify Jackery when that was done so they could monitor.

I changed my whole day around and made arrangements to have the unit in my possession so this could be fixed. I reached out to Jackery that morning but found they do no open until noon my time so there was some disjointed timing here. I left a message asking for them to please call me as soon as possible as the unit is not usually in my possession and I had gone through quite notable efforts to have the unit with me. (Jackery dragging it's feet led me to have to do this for a second day in a row with me emphasizing the troubleshooting needed to take place while I had cleared my day(s) and had it with me. This did not happen.)

So, nothing came of my devoting a couple of days to trying to fix this. In the meantime, the unit stopped charging on a regular basis (it would also go on to stop connecting to the app, too). I called that in and, once again, urged connection to someone who could resolve my issue through either troubleshooting or replacement as this unit had left me in the lurch. I was able to replicate the failure to output but, again, without being able to reach anyone to actually troubleshoot that exact failure, there was no benefit to replicating it.

So, nothing has happened on Jackery’s end to try to fix this, other than the obligatory reset, since 9/22. So far, I’ve interacted with Melody, Alberto, Catherine, Lynn and Jere, and that’s not all. We have been seeking a replacement to no avail.

On 10/12, the unit stopped outputting again and 25-35 kids in an underserved neighborhood with which we work and the 15, or so, volunteers who work with them, were once again left without a functioning battery and A/V system. I like the specs on the system. I felt they were the best available. But if the hardware or the software is not capable of delivering, then the specs don’t really matter.

Been using this now for a couple weeks. Loving it. It seems to be working great for my usage.

Wish it still had wheels it is so heavy! In full bright sun the 500w panel was only inputting 172w so far it has not been able to sustain my camper for 1 weekend. We didnt even use the AC! Not sure how this unit would carry my basic home needs in the event of an outage. So far not impressed unfortunately.