My apologies for not responding. I don’t have a lot of time to spend online.
Now that Mr. Ben is in the chat, is it still appropriate to air dirty laundry? I’m trying to give them every chance to make this right. As of today, I still have no resolution.
Due to financial constraints, ordered a complete off grid system in two parts. The second order was two eg4 48v server rack batteries. First order was everything else. When the batteries arrived there was obvious damage to the box (Forklift tine crushed it). I asked the driver if we could open it for inspection, he said sure. The top of the battery was crushed and dented. Not bad, but I was concerned about the electronics inside. Even if it worked fine, I had concerns about safety/reliability long term.
With the driver there still, I spoke with someone at Sig Solar customer service to see what they wanted me to do. Do I refuse the whole order, or will you just mail me a new battery? She said to NOT refuse the order, that they would “Take care of me”. She did not elaborate on that, but I assumed it meant a new battery would be on the way. The driver also documented the damage, and started a claim ticked with his office. I took pictures of the damaged box/batt as well.
The next several weeks were filled with me emailing back and forth with multiple people at Sig Solar. They wanted pictures of the damaged box, pictures of the damaged battery, measurements of the damage, etc. This whole time I’m thinking they need this info to file a claim with the trucking company, which is totally reasonable, so I dutifully sent all info requested. I was passed to a few different departments, the last one being a tech department. Again, pictures, measurements, details of the damage, can you see inside, can you remove the cover please, we would like to do tests...what!?
At this point I asked if my new battery was on the way, and when I could expect it...”Oh, you want a new one?...yours is probably fine though.” At this point I became upset, because I had been strung along for five weeks sending all this info...the whole time thinking it was necessary for the return/claims process. I said I indeed needed a new one, because of safety/reliability concerns. “OK, I’ll have to send you to another department then.”
The next email I got said “Sorry, we don’t have anymore of those batteries, but you can package that one up in the original box/packaging, strap it to a pallet, and we can ship it back here for you to be tested, then mail it back.” Again, I’m fuming, because I don’t want this crushed battery, I want it replaced. I then called their customer service. I told them I did not want this crushed battery, I wanted a new one when more came in. On their website they did have the LL 48v batteries in stock, so I floated the idea of shipping one of those instead...never received a response to that.
The last communication with customer service indicated they would email me instructions to return the crushed battery. As of this morning, no email has been received. I also asked if when the new batteries came in, If I would be first in line to have one mailed out? She said “No, we have other customers who reserved them, you will have to get in line with everyone else.” Bear in mind, I purchased this battery 7 weeks ago now, maybe more.
If I’m way out of line, somebody please tell me. But, as I see it, they owe me one eg4 battery, or something comparable...not tomorrow, not next week, ASAP.
And, why are they not going after the shipping company who crushed the battery? There is a claim open with them, the driver documented everything. To me, this battery is going to belong to the shipping company after they pay Sig Solar for the damage. Don’t they come pick it up after the claims process? Why does Sig Solar want it back?
I apologize for the rant. Hopefully, Sig Solar can learn from this experience. I should have gone with Watts 24/7 like I originally wanted to.