I am frustrated with how Signature Solar is handling the backorder of EG4 battery racks.
I purchased a bundle that included racks and batteries (which appeared to be in stock on the website at the time of purchase), and everything arrived except the racks. I looked at my order status and it said partial shipped, so I contacted SS who told me racks were delayed due to supplier issues. At that time they said 3-4 weeks, however the date continues to slip every time I email them; it is currently 8 weeks later and now they are again saying 2 more weeks. Most frustratingly, there is no communication from SS unless I email or call them, at which point I get a boilerplate response (Thanks for your email, we are sorry, we will be shipping as soon as possible, you will get an email on shipping). There is no proactive acknowledgement of a delay or communication of info to the customer, no indication of the remaining queue length, and definitely no precise expected shipping dates.
I think myself and most customers in an immature industry understand that delays can happen, but it's bad form to leave customers in limbo like this. When the dates keep slipping I start to wonder if I'm getting bumped down the list in favor of VIPs, or if I'm low priority since I already paid, or if I just am not calling and complaining as much as others. Sucks.
I purchased a bundle that included racks and batteries (which appeared to be in stock on the website at the time of purchase), and everything arrived except the racks. I looked at my order status and it said partial shipped, so I contacted SS who told me racks were delayed due to supplier issues. At that time they said 3-4 weeks, however the date continues to slip every time I email them; it is currently 8 weeks later and now they are again saying 2 more weeks. Most frustratingly, there is no communication from SS unless I email or call them, at which point I get a boilerplate response (Thanks for your email, we are sorry, we will be shipping as soon as possible, you will get an email on shipping). There is no proactive acknowledgement of a delay or communication of info to the customer, no indication of the remaining queue length, and definitely no precise expected shipping dates.
I think myself and most customers in an immature industry understand that delays can happen, but it's bad form to leave customers in limbo like this. When the dates keep slipping I start to wonder if I'm getting bumped down the list in favor of VIPs, or if I'm low priority since I already paid, or if I just am not calling and complaining as much as others. Sucks.