Initial Business Response /* (1000, 12, 2015/09/28) */
Contact Name and Title: *** *** - Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@sunrotor.com
To start, this system was bought in FebWe talked to the installers, and it appeared to have a bad controller, so we sent a
replacement in MarchWe had received no further calls or contact since then until this last month***, our salesman, received the first call from herHe told her she would need to contact our technical services department with her issue, and she got hostileIt then went to *** one of our techsShe told him she wanted replacements, because her system wasn't workingHe followed protocol, which was to try and troubleshoot the problem to see what may be wrongShe was non-compliant, and demanded we send replacements againWe attempted to have her go out and give us meter readings, but only after advising her to have her installer do this, as they are trained to handle these types of problemsShe refused that as wellNo matter what we tried, she was hostile, and demanded each time we send replacementsThen, out of nowhere, we hear about this shoe print on the panelThe way we package our panels, it isn't possible for our guys to leave foot prints on the panelsOur guys also follow protocol when handling products as to not damage anything prior to shipmentPictures are taken after it has been packaged and strappedSoon after her call with tech support, we started receiving emails from someone called "SAC *** *** Ph.DThis individual began sending legal threatsWe have no idea who this man is, or how he is involved in this matterWe then called the installers, and they told us they had been out several times since the replacement controller was installed, and each time the pump worked perfectlyWe asked them to go out again to verify for us, since all the previous visits were done prior to us hearing about this issueWe just received word from them that one of their techs went out and did troubleshooting on the system within the last weeks, and found it once again working in perfect conditionThey commented that she may not understand that the pump would only work during daylight hours, as it is a solar powered pumpWe spoke with them again this morning, and they are going to discuss all of this in detail so that she understands how this system worksThere are ways to make this system pump 24/with the use of a battery bank, power pack, or even storing the water in a storage tankShe has none of these optionsAt this point, we have no evidence that anything is wrong with her systemIf there is an issue, we will honor all warranties, as we have already done once before with the controllerCustomer service is a key component to our business; however, there is protocol in place for a reason, and it will be followed by my technical services departmentWe have a comprehensive guide that discusses how the system works and how to troubleshoot potential issuesIt also has the replacement/RMA protocol in it as wellWe would be more than happy to take care of her issue, if she had oneIf any shipping images or invoice information is needed, we can provide this at requestThank you
Initial Business Response /* (1000, 12, 2015/09/28) */
Contact Name and Title: *** *** - Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@sunrotor.com
To start, this system was bought in FebWe talked to the installers, and it appeared to have a bad controller, so we sent a
replacement in MarchWe had received no further calls or contact since then until this last month***, our salesman, received the first call from herHe told her she would need to contact our technical services department with her issue, and she got hostileIt then went to *** one of our techsShe told him she wanted replacements, because her system wasn't workingHe followed protocol, which was to try and troubleshoot the problem to see what may be wrongShe was non-compliant, and demanded we send replacements againWe attempted to have her go out and give us meter readings, but only after advising her to have her installer do this, as they are trained to handle these types of problemsShe refused that as wellNo matter what we tried, she was hostile, and demanded each time we send replacementsThen, out of nowhere, we hear about this shoe print on the panelThe way we package our panels, it isn't possible for our guys to leave foot prints on the panelsOur guys also follow protocol when handling products as to not damage anything prior to shipmentPictures are taken after it has been packaged and strappedSoon after her call with tech support, we started receiving emails from someone called "SAC *** *** Ph.DThis individual began sending legal threatsWe have no idea who this man is, or how he is involved in this matterWe then called the installers, and they told us they had been out several times since the replacement controller was installed, and each time the pump worked perfectlyWe asked them to go out again to verify for us, since all the previous visits were done prior to us hearing about this issueWe just received word from them that one of their techs went out and did troubleshooting on the system within the last weeks, and found it once again working in perfect conditionThey commented that she may not understand that the pump would only work during daylight hours, as it is a solar powered pumpWe spoke with them again this morning, and they are going to discuss all of this in detail so that she understands how this system worksThere are ways to make this system pump 24/with the use of a battery bank, power pack, or even storing the water in a storage tankShe has none of these optionsAt this point, we have no evidence that anything is wrong with her systemIf there is an issue, we will honor all warranties, as we have already done once before with the controllerCustomer service is a key component to our business; however, there is protocol in place for a reason, and it will be followed by my technical services departmentWe have a comprehensive guide that discusses how the system works and how to troubleshoot potential issuesIt also has the replacement/RMA protocol in it as wellWe would be more than happy to take care of her issue, if she had oneIf any shipping images or invoice information is needed, we can provide this at requestThank you