There have been a lot of Cocoontech users that are trying to understand what is happening at Elk so I will try to explain. We do monitor the site as we understand it to be a great place for M1 consumers to get help from one another so we try to make sure the help given is accurate. However, we respect that it is YOUR site and not a place for our sales and marketing department to boost sales or add editorial comment if someone wants to vent.

Regarding the new website, we request your patience. Our goal was to update the look on our website and replace the old M1 Dealer site. Knowing this was a huge project that would distract us from providing service to our customers; we sought out a local provider to give us a quicker turnaround. This did not allow the login from the old M1 Dealer site to be used on the new site.

Most of you can understand with anything new there are hiccups. We are working through those as fast as we can. Logins and passwords were part of the default messages in the new web software, but we understood your concerns and have changed those default messages so your information is not emailed out.

Even though we designed our products for the professional installer and only have the bandwidth to technically support the professional installer, we have NOT forgotten that there is a very knowledgeable DIY community that chose to install their own M1 system. In fact, we only authorize retailers that agree to provide technical support to the DIY community, because we want you to have technical support. We are not avoiding nor trying to “lock out” the DIY’s. As long as you provide us with the panel’s serial number and where it was purchased, you will receive access to all documentation and downloads needed to install, update, and manage your M1 system. Once that is done and you receive confirmation of your login access, there is nothing hidden that pertains to supporting your system. Some are concerned that we decided not to include a product forum on our site, but the Cocoontech site is very good and our limited resources prohibit us from monitoring a collection of sites. Again, if you are an M1 consumer, you will have access to all documentation and downloads that you need to install, update, and manage your M1 system.

We hope this helps you to understand that we have not changed our position on our customers just because we chose to provide an updated look to our website.