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Why does it take several months to get any kind of support?

For several months I have been going back and forth with customer support with no success trying to get a replacement microinverter.  21 days ago they said they would be sending one within the week and it's still not at my house. Are they walking from California to Washington?  Originally customer support indicated one would be shipped on Oct 9th. I would like to get my panel back on line and producing power.

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