Hi everyone!
Long time lurker here, but I've been gearing up to start my DIY solar journey for a while and the sales that SS have been having finally got me to pull the trigger on a big order.
So, I ordered a pallet of 30 400W Canadian Solar panels as well as a partial pallet of 10 so, 40 total. The partial pallet came in fine no damage or issues. The larger full pallet however was pretty badly damaged by a forklift on mainly one side of it. 4 panels were damaged two totally mangled and shattered and two were badly bent and had pressure markings where the force impacted and went through to them on the backside of the glass. Another was slightly bent but not to the point it was that noticeable/that I wouldn't feel confident in using it.
So, I email SS a bunch of pictures and go through their claim process, no issues at all! They ask me if I'm sure I want to risk a partial shipment of just 4 panels rather than a credit and I said yes so, they promptly shipped out another 4 panels.
Here's where this gets funny for me and why I decided to write this. I get the 4 replacement panels today. It was raining so I was rushing to get them off the pallet and inside for storage until I'm ready to mount them.
As I'm stacking the 3rd one I'm thinking to myself hey these look different, and I noticed that the frame extrusion pattern was different. Plus, the frame is black but they didn't look "stealthy" (white substrate vs black). I go to look at the sticker on the back and damn I'm right they are different. They sent 4 300W Hyanudai panels instead of the Canadian ones.
So now I'm like dang it this is going to be a process now, and quickly email the claim email that we have been going back and forth on with a picture of the label.
They immediately apologized and are setting up a new replacement order for me with the correct 4 replacement panels. It was this line in their email however that I literally laughed out loud at, and I quote:
"you can do what you want with the 300w panels. (might even try selling them on ebay or marketplace)."
Obviously, I would have no issue working with them to get the incorrect panels returned to them, but this to me shows that there are real people there that can relate to things like this from a customer perspective. I'm a small guy so just not having to deal with getting them back on the pallet, loaded onto a truck, take time off to be home for a truck to get them etc, just makes this mistake truly a "no big deal" situation.
So big kudos and thanks to the Signature Solar team, and I look forward to being a continued customer in the foreseeable future!
Long time lurker here, but I've been gearing up to start my DIY solar journey for a while and the sales that SS have been having finally got me to pull the trigger on a big order.
So, I ordered a pallet of 30 400W Canadian Solar panels as well as a partial pallet of 10 so, 40 total. The partial pallet came in fine no damage or issues. The larger full pallet however was pretty badly damaged by a forklift on mainly one side of it. 4 panels were damaged two totally mangled and shattered and two were badly bent and had pressure markings where the force impacted and went through to them on the backside of the glass. Another was slightly bent but not to the point it was that noticeable/that I wouldn't feel confident in using it.
So, I email SS a bunch of pictures and go through their claim process, no issues at all! They ask me if I'm sure I want to risk a partial shipment of just 4 panels rather than a credit and I said yes so, they promptly shipped out another 4 panels.
Here's where this gets funny for me and why I decided to write this. I get the 4 replacement panels today. It was raining so I was rushing to get them off the pallet and inside for storage until I'm ready to mount them.
As I'm stacking the 3rd one I'm thinking to myself hey these look different, and I noticed that the frame extrusion pattern was different. Plus, the frame is black but they didn't look "stealthy" (white substrate vs black). I go to look at the sticker on the back and damn I'm right they are different. They sent 4 300W Hyanudai panels instead of the Canadian ones.
So now I'm like dang it this is going to be a process now, and quickly email the claim email that we have been going back and forth on with a picture of the label.
They immediately apologized and are setting up a new replacement order for me with the correct 4 replacement panels. It was this line in their email however that I literally laughed out loud at, and I quote:
"you can do what you want with the 300w panels. (might even try selling them on ebay or marketplace)."
Obviously, I would have no issue working with them to get the incorrect panels returned to them, but this to me shows that there are real people there that can relate to things like this from a customer perspective. I'm a small guy so just not having to deal with getting them back on the pallet, loaded onto a truck, take time off to be home for a truck to get them etc, just makes this mistake truly a "no big deal" situation.
So big kudos and thanks to the Signature Solar team, and I look forward to being a continued customer in the foreseeable future!
