Solar Guy Richard
Solar Addict
Typically if someone places an order online it's because they didn't want to talk on the phone - and even then, we don't have the resources to make a phone call on every order. I agree - we do need to be a team. That's why we have the notices about what needs to happen for a successful claim.Again this is all in one section on your site. I mean this honestly please forward this information to people when they purchase. Even a phone call would be stellar! If it truly is the shipping companies vs SS and the customer we need to be a team.
I know it's hard. But you took a video, which showed the damage (I'm not sure if you just didn't see it, but we also send instructions to inspect your delivery with our shipping notice and notate damage) and you didn't notate it with the driver and additionally you signed and accepted for the delivery which indicates it was delivered in an acceptable state (this is an agreement between you and the shipping company). This is a big deal and is the problem - you blindly accepted the terms, blindly accepted the delivery, and then are upset when both the delivery company and Signature Solar follows to the letter what you have agreed to.Not everyone has the ability to unpack 22 panels on the spot without it being unsafe. When I did unpack them I had one extra person helping and it was still a little tricky to not drop the stack over on itself.
You had a hard time finding the info you agreed to? This is a large part of why this problem exists.I had a hard time finding this info. When I went back into the checkout page this is what I saw:
Yes - insurance is provided to a degree by the shipping companies (this is how you make claims). Third party insurance (which we do work with) refuses to insure glass on LTL shipments, and the companies that do allow it make it so expensive that it's not worth it - it is actually less expensive to simply refund customers for broken panels than to add insurance to every order. Maybe I'll research to see if adding an 'insure' button on checkout makes sense - but I highly doubt it will because for panels it would equate to like 25% of the order total. As far as the video - unless you opened the shipment on the same video showing the damage, all that has to be said is that only the packaging was damaged and the product was damaged after it was released. There is no way to prove either way.Do you not insure the shipments? Genuine question. Would the fact that I have video evidence of the damage as it came off the truck matter at all?
I mean, you literally clicked 'I agree' to something that you have made clear that you didn't actually agree with (or read). I don't know what your definition of 'willful negligence' is in this matter but the facts speak for themselves. It's not a game of russian roulette (a game of random chance). It's a game of statistics, and they show that there is going to likely be shipping damage in a certain percentage of shipments and we've done everything we can to mitigate this risk, but in the percent of people who do have damaged goods we have policies created that are agreed to by the customer and we follow those policies. If you didn't agree to the policy regarding damaged panels or had questions, you should have contacted us for further explanation or not clicked 'I agree'.I would agree with you if it were some sort of willful negligence.
I'll look into the code to see if this is possible easily, and if not myself or our developer will hand code it.Perhaps expanding out the box for future customers would be helpful.
I just verified in the logs that the email for shipping was sent to the email you input during checkout (the same one the order confirmation went to). It 100% left our email server - you may want to verify with your email provider that they aren't preventing emails from us. Much like sending a letter in physical mail - as soon as you drop it in the box you have no control over it and if your mailman is throwing away your mail you need to talk to the post office. I'm happy to pull the email headers and provide them in to assist you if needed....that's the only email I got. I remember the only way I was even able to get to tracking number was to login and go to the order. I just looked through my spam and I am not seeing any other emails either. (Perhaps you guys have an email issue on your end?)
I will refund a % of the shipping based on the additional cost of 1 panel - but to be fair, it's not going to be a large amount because each extra panel only adds a small amount to the total shipping. A majority of the cost comes in with the first panel due to palletization. The extra weight of each panel is negligible to the total. But I will issue this refund. You can choose to use it towards purchasing 4 panels (which I will absolutely set up for you if you'd like) or not - your choice 100%. (I actually just checked and the difference in price between 21 panels shipped and 22 is the exact same - regardless I'll just issue a refund for 1/22 of what you paid for shipping).She could of refunded part of the shipping, offered a credit on a panel and then get me to buy the 3 others.
We use standard LTL carriers - this isn't a Signature Solar issue - it's an issue across the board for solar panel companies. And as others have pointed out in the comments, it's an issue that is being addressed by all these companies in pretty much the exact same manner: Refund broken panels and don't ship less than 4 panels at all. Acting like this is something unique to Signature Solar is misleading to others at best.There needs to be a serious conversation to be had about your business model if the process of getting your product to your customer is this big of an issue. This is a nightmare I am sure for you guys and as you can see it kills customer service. There has to be a better way.
Thanks bud!Signature Solar is definitely not at fault on this one
Don't tell me you are the kind of guy who clicks 'I agree' to stuff you don't read when buying expensive stuff....I don't believe it! Not for a minute!If I had bought those panels purely online like the OP I would probably not have scrolled down and seen that 4 Panel message and I would have also been surprised.
We did make him whole - we refunded the entire cost of the damaged goods, and in fact I've also refunded him a prorated amount for his shipping (even though adding 1 panel doesn't change the cost)it is just too expensive or takes to much time to make a customer whole.
If you start a shipping company that guarantees no damages, ever, on deliveries, and can back it up (without being significantly overpriced) - you will be a billionaire by the end of the year. I'd urge you to start this business today and I'll ensure Signature Solar is your first customer.Your shipping examples show minimal protection. LEAST amount of damage is not a good goal, no damage is what normal customers expect and receive every day.
We literally have about 2000sqft of warehouse space dedicated to damaged panels. They definitely don't make it here undamaged. We inspect every inbound shipment for damages and set aside anything that is damaged. It is never included in our inventory for sale - we have a damaged goods buyer who visits on site to haul it away.Amazing the panels can make it all the way from China to Texas undamaged.
Thanks Tim. Your logic is spot on.Well, I stand corrected.
It's appears that SS has done everything that was agreed to. If you check the box, without reading what you are agreeing to. You can't blame anyone but yourself.
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