Mr [redacted] reached out to us about an issue with the monitoring on his SolarBridge solar system that we installed on 11/12/ Unfortunately, SolarBridge, which was a highly respectable local company has been purchased by SunPower Since that transition the warranty process for their products has been extremely difficult We have been working through the problems at Mr [redacted] 's house as can be seen in the following logs At last conversation, Mr [redacted] informed us that his system is working to his satisfaction nowBelow are the details listed for the events mentioned aboveBrief list of the manufacturer for each major system component: Modules: BenQ (AU Optronics) Micro Inverter: SolarBridge/SunPower Power Manager: SolarBridge/SunPower Through the time frame of this incident, SolarBridge was bought out by SunPowerBelow is a record of the accounts that happened during Mr [redacted] 's service call 10/26/Customer came into the Longhorn Solar office He claimed that he could not see his monitoring site and thinks that his power manager is not working properlyOur office manager reviewed his site with him, here in the office, so that he could see that everything is working and running properlyCustomer still wanted us to come out to his home to look over his system; mainly at the power managerHe called back once he got home and noted that there is a lot of condensation under his LED screen on the power managerWill scheduled a service call with the customer for the next day10/27/Arrived at customer's property at 3:pm The customer's portal to his monitoring site was not showing all of his production dataWhen we logged into our administrative portal, the customer received the missing data he couldn't see beforeCustomer contacted SunPower Tech Support Manager Anna Bono She told him they would replace his power manager but didn't give him any additional information11/16/LHS called SunPower tech support and left message Looking for resolution to our customer's problem Followed up with email to customer and he responded11/19/SunPower Tech support responded asking for information to RMA the customer's power manager, and they approved the RMA We informed the customer by email about the situation to keep him in the loop11/27/Customer called asking if I had heard if the product had come in yet I told him I would track down his shipment and give him a heads up11/30/Power Manager arrived 11/Called customer to schedule and setup install on 12/12/3/Installed Power manager but this did not resolve the issueThe problem is on SunPower's endCustomer has been in contact with SunPowerStaying in contact with customer until issue is resolved12/4/Customer responded to follow up email on the service call Customer agreed that the problem is on the programming side of the manufacturerSometime between 12/4/and 12/11/SunPower posted this on their monitoring portal page; "SolarBridge has experienced an issue with our data centerAlthough no data has been lost in the system, data prior to December may not be available in your graphsThere is nothing wrong with your systemIf you’d like us to restore the missing data to your graphs, please call technical support at 888-SBT-TECH." 12/7/Customer reached out to the module manufacturer (BenQ/AUO) to see if they had any insight on his issue Again email points out that he thinks the problem is with SunPower Anna responds to this email to let customer know that she would be in touch with him12/11/LHS emailed customer to see if he had heard back from Anna at SunPower12/14/Customer logged complaint against Longhorn Solar with Revdex.com1/8/Called customer and left message2/5/Called customer and left message, he returned call but it went to my voicemail He claimed that everything was good, his system is working great, and that he would love to talk Tried to return call to get voice mail again Never made contact2/15/Called and left messageMy time with Mr [redacted] was always pleasant, and we appreciate him as our customer I was very surprised and saddened to see this complaint Mr [redacted] has already stated that everything is fine and working great now
Complaint: [redacted] I am rejecting this response because: the repair job is not done yetAs per their reply there is still a failing unit that need to be fixed.Regards, [redacted] ***
First off our apologies to Mr [redacted] for not providing him a better customer service experience This is not how we like to treat our customers The delay in getting to his problem did happen and we are in the process of getting him resolution We are in communication about where he is in this service claim We are waiting on the final part from the manufacturer, and will get it installed shortly after it arrives.We are grateful for Mr***'s business and understand his frustration with this situation Management is taking steps to create a more responsive service department and a better customer experience
Mr [redacted] , With all due respect, we offer free monitoring with all of our solar systems sold with Ginlong inverters One of the communication sticks stopped working and was replaced The data on that data logger was lost It only effected the yearly production number on the web portal The Total production number is logged from the inverters themselves and all kWh production is accurate All of this has nothing to do with the actual performance of the solar system that was installedWe have spent numerous hours trying to resolve this for you I provided you a spreadsheet that shows an estimate for the days that the production data was lost The manufacturer has provided feedback that they cannot put this data back on the monitoring siteI do not know what else you expect us to do We did not manufacture the product and have no way of getting you the data you wish We have installed a high quality solar system that is performing as we specified Maybe you need to contact Ginlong directly There is nothing else we can do at this pointHave a Merry Christmas, [redacted] CEO, Longhorn Solar
Complaint: ***
I am rejecting this response because:Mr***, I tried to contact you several times but you have not responded to meI have left you a voice mail to call me back I sent you an e-mail to call meI sent messages via your sales manager and service manager for you to contact me You seem to ignore these messages and hope I stop complainingOver the last month I have not received any communications from Longhorn on the issueYour solution to wait until and then just ignore the incorrect data is not satisfactoryThe data is incorrect and must be updated with the missing data*** ***Regards,
*** ***
*** and Mr***, ***, I am concerned why Mr*** received this email when we just received an official notice a couple of days ago. It was sent to the wrong address and clearly states that Longhorn Solar needed to reply by 12/24/15. I have attached the notice for
both of you to reviewMr***, We have been working on your issue since first reported. As I understand, when you first contacted us your free monitoring was not working properly. We promptly replaced a WIFI data logger that was working properly at no charge since it was under warranty. After the data logger was replaced you demanded that we retrieve the information on the data logger (10/9/thru 10/25/15) because the "Yearly Energy" total did not match the "Total Energy" total (attached exhibit A"). You communicated that you were concerned the information was not correct. After many attempts to reach the manufacturer in China, we were told that the information from the data logger could be retrieved, but we needed to download information from the inverters themselves. This required an additional visit to your house which we also did promptly without any charge. We have been reaching out to Ginlong, the inverter manufacturer, many times to try to resolve your issue. I have attached an email string that shows that we opened a case on October 28th and many other contacts. I do not have the calls logged, but there were many alsoWhen I received the letter from the Revdex.com, I personally reached out to *** ***, the General Manager of US Operations. She made some calls and we received an email yesterday that states that making any changes may cause more complications. I have attached the email string for your reviewSo in summary, your "Total Energy" is all the kWh that has been recorded from the inverters. The "Yearly Energy" is the kWh that is recorded from the WIFI data loggers. The information from the defective data logger cannot be retrieved, but does not have any bearing on the "Total Energy" that has been recorded since your system was placed in service. In another days the "Yearly Energy" should reset to "0" and everything on your Energy Production screen will be exactly as it should be. I have also attached a spreadsheet to show an estimated daily production for the days that the data logger was not workingI hope this all helps. I am sorry it has taken so long to resolveHave a safe and blessed Holiday Season, *** *** CEO, Longhorn Solar
Mr. [redacted] reached out to us about an issue with the monitoring on his SolarBridge solar system that we installed on 11/12/14. Unfortunately, SolarBridge, which was a highly respectable local company has been purchased by SunPower. Since that transition the warranty process for their...
products has been extremely difficult. We have been working through the problems at Mr. [redacted]'s house as can be seen in the following logs. At last conversation, Mr. [redacted] informed us that his system is working to his satisfaction now. Below are the details listed for the events mentioned above. Brief list of the manufacturer for each major system component: Modules: BenQ (AU Optronics) Micro Inverter: SolarBridge/SunPower Power Manager: SolarBridge/SunPower Through the time frame of this incident, SolarBridge was bought out by SunPower. Below is a record of the accounts that happened during Mr. [redacted]'s service call. 10/26/15 Customer came into the Longhorn Solar office. He claimed that he could not see his monitoring site and thinks that his power manager is not working properly. Our office manager reviewed his site with him, here in the office, so that he could see that everything is working and running properly. Customer still wanted us to come out to his home to look over his system; mainly at the power manager. He called back once he got home and noted that there is a lot of condensation under his LED screen on the power manager. Will scheduled a service call with the customer for the next day. 10/27/15 Arrived at customer's property at 3:13 pm. The customer's portal to his monitoring site was not showing all of his production data. When we logged into our administrative portal, the customer received the missing data he couldn't see before. Customer contacted SunPower Tech Support Manager Anna Bono. She told him they would replace his power manager but didn't give him any additional information. 11/16/15 LHS called SunPower tech support and left message. Looking for resolution to our customer's problem. Followed up with email to customer and he responded. 11/19/15 SunPower Tech support responded asking for information to RMA the customer's power manager, and they approved the RMA. We informed the customer by email about the situation to keep him in the loop. 11/27/15 Customer called asking if I had heard if the product had come in yet. I told him I would track down his shipment and give him a heads up. 11/30/15 Power Manager arrived 11/30. Called customer to schedule and setup install on 12/3. 12/3/15 Installed Power manager but this did not resolve the issue. The problem is on SunPower's end. Customer has been in contact with SunPower. Staying in contact with customer until issue is resolved. 12/4/15 Customer responded to follow up email on the service call. Customer agreed that the problem is on the programming side of the manufacturer. Sometime between 12/4/15 and 12/11/15 SunPower posted this on their monitoring portal page; "SolarBridge has experienced an issue with our data center. Although no data has been lost in the system, data prior to December 6 may not be available in your graphs. There is nothing wrong with your system. If you’d like us to restore the missing data to your graphs, please call technical support at 888-SBT-TECH." 12/7/15 Customer reached out to the module manufacturer (BenQ/AUO) to see if they had any insight on his issue. Again email points out that he thinks the problem is with SunPower. Anna responds to this email to let customer know that she would be in touch with him. 12/11/15 LHS emailed customer to see if he had heard back from Anna at SunPower. 12/14/15 Customer logged complaint against Longhorn Solar with Revdex.com. 1/8/16 Called customer and left message. 2/5/16 Called customer and left message, he returned call but it went to my voicemail. He claimed that everything was good, his system is working great, and that he would love to talk. Tried to return call to get voice mail again. Never made contact. 2/15/16 Called and left message. My time with Mr. [redacted] was always pleasant, and we appreciate him as our customer. I was very surprised and saddened to see this complaint. Mr. [redacted] has already stated that everything is fine and working great now.
First off our apologies to Mr. [redacted] for not providing him a better customer service experience. This is not how we like to treat our customers. The delay in getting to his problem did happen and we are in the process of getting him resolution. We are in communication about where...
he is in this service claim. We are waiting on the final part from the manufacturer, and will get it installed shortly after it arrives.We are grateful for Mr. [redacted]'s business and understand his frustration with this situation. Management is taking steps to create a more responsive service department and a better customer experience.
Complaint: [redacted]I am rejecting this response because: the repair job is not done yet. As per their reply there is still a failing unit that need to be fixed.Regards,[redacted]
Complaint: [redacted]
I am rejecting this response because:Mr. [redacted], As you can see, the end result of the outcome was initiated on MY part. As far as I am concerned, 1. I did not receive a response to my initial Revdex.com complaint with Longhorn Solar within the allotted time requested by Revdex.com.2. I emailed the Longhorn Solar CEO, Mr. [redacted] TWICE- to which I did not receive ANY response, as well as any other employee from Longhorn Solar. Unacceptable.3. The customer should not be calling Sunpower, Solarbridge, etc., to diagnose and make contacts so Longhorn Solar can let the situation go on for almost three months. Unacceptable.4. Mr. [redacted], I don't hold you personally responsible for my complaint- I am very put off to the fact that Longhorn Solar can not satisfy their customer's complaints. It should not matter where the trouble/error lies. Basic common business sense 101 is customer satisfaction. I do not believe Longhorn Solar exemplifies worthiness to receive customers simply for the fact of paying for the entire system in FULL and not being able to legitimately troubleshoot a problem within your own product. 5. I receive a reply AFTER Solarbridge was acquired by Sunpower. I had prior knowledge of this and find it deceiving on Longhorn Solar to "run the clock out" and simply not pursue any problems until after the fact. Unacceptable and shameful, to say the least.6. It sure looks like you kept a very good diary of all the contact information, calls, etc. My question is- Where was anyone from Longhorn Solar when I actually needed support? No follow ups, calls- I felt like a detective trying to put the pieces of this mysterious puzzle to the end- whereas a local Sunpower management was able to provide support- with updates and assurance. Longhorn Solar did provide anything such. Very poor service, I must say.7. For what it's worth, Longhorn Solar is poorly managed, understaffed, technical knowledge poor, and to say the least, not worthy for customer referrals.8. Good day.
Regards,
[redacted]
Mr. [redacted], With all due respect, we offer free monitoring with all of our solar systems sold with Ginlong inverters. One of the communication sticks stopped working and was replaced. The data on that data logger was lost. It only effected the yearly production number on the web portal. The Total production number is logged from the inverters themselves and all kWh production is accurate. All of this has nothing to do with the actual performance of the solar system that was installed. We have spent numerous hours trying to resolve this for you. I provided you a spreadsheet that shows an estimate for the days that the production data was lost. The manufacturer has provided feedback that they cannot put this data back on the monitoring site. I do not know what else you expect us to do. We did not manufacture the product and have no way of getting you the data you wish. We have installed a high quality solar system that is performing as we specified. Maybe you need to contact Ginlong directly. There is nothing else we can do at this point. Have a Merry Christmas, [redacted] CEO, Longhorn Solar
Mr [redacted] reached out to us about an issue with the monitoring on his SolarBridge solar system that we installed on 11/12/ Unfortunately, SolarBridge, which was a highly respectable local company has been purchased by SunPower Since that transition the warranty process for their products has been extremely difficult We have been working through the problems at Mr [redacted] 's house as can be seen in the following logs At last conversation, Mr [redacted] informed us that his system is working to his satisfaction nowBelow are the details listed for the events mentioned aboveBrief list of the manufacturer for each major system component: Modules: BenQ (AU Optronics) Micro Inverter: SolarBridge/SunPower Power Manager: SolarBridge/SunPower Through the time frame of this incident, SolarBridge was bought out by SunPowerBelow is a record of the accounts that happened during Mr [redacted] 's service call 10/26/Customer came into the Longhorn Solar office He claimed that he could not see his monitoring site and thinks that his power manager is not working properlyOur office manager reviewed his site with him, here in the office, so that he could see that everything is working and running properlyCustomer still wanted us to come out to his home to look over his system; mainly at the power managerHe called back once he got home and noted that there is a lot of condensation under his LED screen on the power managerWill scheduled a service call with the customer for the next day10/27/Arrived at customer's property at 3:pm The customer's portal to his monitoring site was not showing all of his production dataWhen we logged into our administrative portal, the customer received the missing data he couldn't see beforeCustomer contacted SunPower Tech Support Manager Anna Bono She told him they would replace his power manager but didn't give him any additional information11/16/LHS called SunPower tech support and left message Looking for resolution to our customer's problem Followed up with email to customer and he responded11/19/SunPower Tech support responded asking for information to RMA the customer's power manager, and they approved the RMA We informed the customer by email about the situation to keep him in the loop11/27/Customer called asking if I had heard if the product had come in yet I told him I would track down his shipment and give him a heads up11/30/Power Manager arrived 11/Called customer to schedule and setup install on 12/12/3/Installed Power manager but this did not resolve the issueThe problem is on SunPower's endCustomer has been in contact with SunPowerStaying in contact with customer until issue is resolved12/4/Customer responded to follow up email on the service call Customer agreed that the problem is on the programming side of the manufacturerSometime between 12/4/and 12/11/SunPower posted this on their monitoring portal page; "SolarBridge has experienced an issue with our data centerAlthough no data has been lost in the system, data prior to December may not be available in your graphsThere is nothing wrong with your systemIf you’d like us to restore the missing data to your graphs, please call technical support at 888-SBT-TECH." 12/7/Customer reached out to the module manufacturer (BenQ/AUO) to see if they had any insight on his issue Again email points out that he thinks the problem is with SunPower Anna responds to this email to let customer know that she would be in touch with him12/11/LHS emailed customer to see if he had heard back from Anna at SunPower12/14/Customer logged complaint against Longhorn Solar with Revdex.com1/8/Called customer and left message2/5/Called customer and left message, he returned call but it went to my voicemail He claimed that everything was good, his system is working great, and that he would love to talk Tried to return call to get voice mail again Never made contact2/15/Called and left messageMy time with Mr [redacted] was always pleasant, and we appreciate him as our customer I was very surprised and saddened to see this complaint Mr [redacted] has already stated that everything is fine and working great now
Complaint: [redacted] I am rejecting this response because: the repair job is not done yetAs per their reply there is still a failing unit that need to be fixed.Regards, [redacted] ***
First off our apologies to Mr [redacted] for not providing him a better customer service experience This is not how we like to treat our customers The delay in getting to his problem did happen and we are in the process of getting him resolution We are in communication about where he is in this service claim We are waiting on the final part from the manufacturer, and will get it installed shortly after it arrives.We are grateful for Mr***'s business and understand his frustration with this situation Management is taking steps to create a more responsive service department and a better customer experience
Mr [redacted] , With all due respect, we offer free monitoring with all of our solar systems sold with Ginlong inverters One of the communication sticks stopped working and was replaced The data on that data logger was lost It only effected the yearly production number on the web portal The Total production number is logged from the inverters themselves and all kWh production is accurate All of this has nothing to do with the actual performance of the solar system that was installedWe have spent numerous hours trying to resolve this for you I provided you a spreadsheet that shows an estimate for the days that the production data was lost The manufacturer has provided feedback that they cannot put this data back on the monitoring siteI do not know what else you expect us to do We did not manufacture the product and have no way of getting you the data you wish We have installed a high quality solar system that is performing as we specified Maybe you need to contact Ginlong directly There is nothing else we can do at this pointHave a Merry Christmas, [redacted] CEO, Longhorn Solar
Complaint: ***
I am rejecting this response because:Mr***, I tried to contact you several times but you have not responded to meI have left you a voice mail to call me back I sent you an e-mail to call meI sent messages via your sales manager and service manager for you to contact me You seem to ignore these messages and hope I stop complainingOver the last month I have not received any communications from Longhorn on the issueYour solution to wait until and then just ignore the incorrect data is not satisfactoryThe data is incorrect and must be updated with the missing data*** ***Regards,
*** ***
*** and Mr***, ***, I am concerned why Mr*** received this email when we just received an official notice a couple of days ago. It was sent to the wrong address and clearly states that Longhorn Solar needed to reply by 12/24/15. I have attached the notice for
both of you to reviewMr***, We have been working on your issue since first reported. As I understand, when you first contacted us your free monitoring was not working properly. We promptly replaced a WIFI data logger that was working properly at no charge since it was under warranty. After the data logger was replaced you demanded that we retrieve the information on the data logger (10/9/thru 10/25/15) because the "Yearly Energy" total did not match the "Total Energy" total (attached exhibit A"). You communicated that you were concerned the information was not correct. After many attempts to reach the manufacturer in China, we were told that the information from the data logger could be retrieved, but we needed to download information from the inverters themselves. This required an additional visit to your house which we also did promptly without any charge. We have been reaching out to Ginlong, the inverter manufacturer, many times to try to resolve your issue. I have attached an email string that shows that we opened a case on October 28th and many other contacts. I do not have the calls logged, but there were many alsoWhen I received the letter from the Revdex.com, I personally reached out to *** ***, the General Manager of US Operations. She made some calls and we received an email yesterday that states that making any changes may cause more complications. I have attached the email string for your reviewSo in summary, your "Total Energy" is all the kWh that has been recorded from the inverters. The "Yearly Energy" is the kWh that is recorded from the WIFI data loggers. The information from the defective data logger cannot be retrieved, but does not have any bearing on the "Total Energy" that has been recorded since your system was placed in service. In another days the "Yearly Energy" should reset to "0" and everything on your Energy Production screen will be exactly as it should be. I have also attached a spreadsheet to show an estimated daily production for the days that the data logger was not workingI hope this all helps. I am sorry it has taken so long to resolveHave a safe and blessed Holiday Season, *** *** CEO, Longhorn Solar
Mr. [redacted] reached out to us about an issue with the monitoring on his SolarBridge solar system that we installed on 11/12/14. Unfortunately, SolarBridge, which was a highly respectable local company has been purchased by SunPower. Since that transition the warranty process for their...
products has been extremely difficult. We have been working through the problems at Mr. [redacted]'s house as can be seen in the following logs. At last conversation, Mr. [redacted] informed us that his system is working to his satisfaction now. Below are the details listed for the events mentioned above. Brief list of the manufacturer for each major system component: Modules: BenQ (AU Optronics) Micro Inverter: SolarBridge/SunPower Power Manager: SolarBridge/SunPower Through the time frame of this incident, SolarBridge was bought out by SunPower. Below is a record of the accounts that happened during Mr. [redacted]'s service call. 10/26/15 Customer came into the Longhorn Solar office. He claimed that he could not see his monitoring site and thinks that his power manager is not working properly. Our office manager reviewed his site with him, here in the office, so that he could see that everything is working and running properly. Customer still wanted us to come out to his home to look over his system; mainly at the power manager. He called back once he got home and noted that there is a lot of condensation under his LED screen on the power manager. Will scheduled a service call with the customer for the next day. 10/27/15 Arrived at customer's property at 3:13 pm. The customer's portal to his monitoring site was not showing all of his production data. When we logged into our administrative portal, the customer received the missing data he couldn't see before. Customer contacted SunPower Tech Support Manager Anna Bono. She told him they would replace his power manager but didn't give him any additional information. 11/16/15 LHS called SunPower tech support and left message. Looking for resolution to our customer's problem. Followed up with email to customer and he responded. 11/19/15 SunPower Tech support responded asking for information to RMA the customer's power manager, and they approved the RMA. We informed the customer by email about the situation to keep him in the loop. 11/27/15 Customer called asking if I had heard if the product had come in yet. I told him I would track down his shipment and give him a heads up. 11/30/15 Power Manager arrived 11/30. Called customer to schedule and setup install on 12/3. 12/3/15 Installed Power manager but this did not resolve the issue. The problem is on SunPower's end. Customer has been in contact with SunPower. Staying in contact with customer until issue is resolved. 12/4/15 Customer responded to follow up email on the service call. Customer agreed that the problem is on the programming side of the manufacturer. Sometime between 12/4/15 and 12/11/15 SunPower posted this on their monitoring portal page; "SolarBridge has experienced an issue with our data center. Although no data has been lost in the system, data prior to December 6 may not be available in your graphs. There is nothing wrong with your system. If you’d like us to restore the missing data to your graphs, please call technical support at 888-SBT-TECH." 12/7/15 Customer reached out to the module manufacturer (BenQ/AUO) to see if they had any insight on his issue. Again email points out that he thinks the problem is with SunPower. Anna responds to this email to let customer know that she would be in touch with him. 12/11/15 LHS emailed customer to see if he had heard back from Anna at SunPower. 12/14/15 Customer logged complaint against Longhorn Solar with Revdex.com. 1/8/16 Called customer and left message. 2/5/16 Called customer and left message, he returned call but it went to my voicemail. He claimed that everything was good, his system is working great, and that he would love to talk. Tried to return call to get voice mail again. Never made contact. 2/15/16 Called and left message. My time with Mr. [redacted] was always pleasant, and we appreciate him as our customer. I was very surprised and saddened to see this complaint. Mr. [redacted] has already stated that everything is fine and working great now.
First off our apologies to Mr. [redacted] for not providing him a better customer service experience. This is not how we like to treat our customers. The delay in getting to his problem did happen and we are in the process of getting him resolution. We are in communication about where...
he is in this service claim. We are waiting on the final part from the manufacturer, and will get it installed shortly after it arrives.We are grateful for Mr. [redacted]'s business and understand his frustration with this situation. Management is taking steps to create a more responsive service department and a better customer experience.
Complaint: [redacted]I am rejecting this response because: the repair job is not done yet. As per their reply there is still a failing unit that need to be fixed.Regards,[redacted]
Complaint: [redacted]
I am rejecting this response because:Mr. [redacted], As you can see, the end result of the outcome was initiated on MY part. As far as I am concerned, 1. I did not receive a response to my initial Revdex.com complaint with Longhorn Solar within the allotted time requested by Revdex.com.2. I emailed the Longhorn Solar CEO, Mr. [redacted] TWICE- to which I did not receive ANY response, as well as any other employee from Longhorn Solar. Unacceptable.3. The customer should not be calling Sunpower, Solarbridge, etc., to diagnose and make contacts so Longhorn Solar can let the situation go on for almost three months. Unacceptable.4. Mr. [redacted], I don't hold you personally responsible for my complaint- I am very put off to the fact that Longhorn Solar can not satisfy their customer's complaints. It should not matter where the trouble/error lies. Basic common business sense 101 is customer satisfaction. I do not believe Longhorn Solar exemplifies worthiness to receive customers simply for the fact of paying for the entire system in FULL and not being able to legitimately troubleshoot a problem within your own product. 5. I receive a reply AFTER Solarbridge was acquired by Sunpower. I had prior knowledge of this and find it deceiving on Longhorn Solar to "run the clock out" and simply not pursue any problems until after the fact. Unacceptable and shameful, to say the least.6. It sure looks like you kept a very good diary of all the contact information, calls, etc. My question is- Where was anyone from Longhorn Solar when I actually needed support? No follow ups, calls- I felt like a detective trying to put the pieces of this mysterious puzzle to the end- whereas a local Sunpower management was able to provide support- with updates and assurance. Longhorn Solar did provide anything such. Very poor service, I must say.7. For what it's worth, Longhorn Solar is poorly managed, understaffed, technical knowledge poor, and to say the least, not worthy for customer referrals.8. Good day.
Regards,
[redacted]
Mr. [redacted], With all due respect, we offer free monitoring with all of our solar systems sold with Ginlong inverters. One of the communication sticks stopped working and was replaced. The data on that data logger was lost. It only effected the yearly production number on the web portal. The Total production number is logged from the inverters themselves and all kWh production is accurate. All of this has nothing to do with the actual performance of the solar system that was installed. We have spent numerous hours trying to resolve this for you. I provided you a spreadsheet that shows an estimate for the days that the production data was lost. The manufacturer has provided feedback that they cannot put this data back on the monitoring site. I do not know what else you expect us to do. We did not manufacture the product and have no way of getting you the data you wish. We have installed a high quality solar system that is performing as we specified. Maybe you need to contact Ginlong directly. There is nothing else we can do at this point. Have a Merry Christmas, [redacted] CEO, Longhorn Solar