Once you get solar, you need to connect it with your retailer. It's usually an easy process, and, you always need to shop around for the best deals.
But there's something we must mention here. This is the part where it can go very wrong. I'd like to share a little story here and highlight why after sales service is so important.
We had a customer last year who had their solar installed. Everything was fine, no problems at all on our end. We did everything right on our end, and did it within 24 hours as we always aim to do. However, their retailer totally stuffed them over. So badly in fact that it took nearly a year for them to be connected to the grid.
Now legally, this is not a solar companies responsibility and the majority get left in the dark (this is one of thr industries weaknesses). Well, in this instance Kelly from the office battled with the retailer along with the customer for nearlya year. Finally, after a huge, and we mean huge, back and forth battle, we managed to get the customer some compensation. Which let us stress here, is very, very hard to do!
We didn't have to help out here. We could have just left it for them to battle as we had done our part, but that's not what we're about and we made sure she received help to the end. To add to the absurdity and frustration of the situation, the retailer in question is very well known for these kind of tactics and there's literally thousands of people who share online horror stories about them. Yet they keep trading with no repercussions... great right.
Unfortunately, after such a terrible experience the customer then diverted their anger anlt everyone involved. And to be fair, even though qe had done nothing wrong, we understood this and gave some compensation from our end as well. Seriously, it was a horrible experience and if we we're in their shoes we would feel the same. All they did was buy a solar system that turned into a nightmare.
Now, we're not just going to give away money, and we look at everything case by case. However, we started this company to give people old fashioned customer service, and in this instance, we had to go above and beyond to assist.
99 out of 100 jobs are trouble free, so when we do get the odd problem, let us know asap and we will help get it fixed. Even if it's not our problem we will always try. We're not a huge corporation and we have the time and energy to deal with the small stuff. Sometimes that's the most important part!
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