Sethtrosity
New Member
- Joined
- Feb 22, 2022
- Messages
- 36
Hi,
I just want to start off by saying this isn't a attack on Signature Solar in any way.
I simply want to share my experience with others so that they are aware of such issues regarding the company.
I apologize in advance for the length of this post.
What I ordered from Signature Solar:
Issue #1 (Solar Panels)
When I received the lot of used solar panels, they were extremely dirty, all covered in what I assumed was mud. No big deal. I spent half the afternoon cleaning all the mud off before I tested and installed them. If I remember correctly, 7 out of the 12 panels were completely cracked on the rear side of the panels. What makes it even worse is that they were packaged in such a way that it was hard to see the panels that were cracked. The first two or three panels on each side (if you know how signature solar sends panels) were fine, but the ones in the middle were cracked. I ended up having to seal them with polyurethane just so I could avoid the headache of sending them back. I made sure to test each panel before installing them and they all were producing what was expected. My only concern is that my seal job wasn't good enough and moisture may seep in when the rain season rolls around. I reached out to Signature Solar, provided images, and asked them if the used panels undergo any inspection before being sold. This was the response I received:
Issue #2 (Mounts)
I ordered 30 mini rails, 16 end clamps (40mm), and 14 mid clamps. While installing the panels, I found that I had 1 end clamp that was smaller than all the others. They accidentally sent me 15 (40mm) end clamps and 1 (30mm or 35mm) end clamp. I reached out to Signature Solar, provided images, and told them I received one incorrect sized end clamp, and that I was going to attempt to still use it. This is the response I received:
Issue #3 (Inverter)
The initial issue I had can be found here: https://diysolarforum.com/threads/growatt-5000-es-issue.39205/
From what I could tell, the unit wasn't functioning correctly without a battery using SUB or SOL. I wanted to use the inverter to simply power the load during the day (with solar) and use the grid at night. For whatever reason, the solar wasn't being used for the load consumption. You can see in the reports that the load consumption was equal to what was imported from the grid (solar wasn't included). I first reached out to Signature Solar on 4/29 about the issue, and didn't get a response until 5/3. They had me try to update the firmware using the guide and files they provided. I was unable to update the firmware and the wifi stick stopped working. I believe this was because the unit I got didn't have the silicon labs UART chip, it had one from exar. After going back and fourth with the support agent, they finally sent me the RMA confirmation for the inverter on 5/11. I wasn't sure if I needed to send back both the inverter and wifi adapter, so I messaged the RMA agent. She said, "I was just told about sending back the WiFi stick as well, just one second and ill send you another label for that as well." I sent both the inverter and the wifi adapter back on the same day (5/11). I ended up having to pay around $40 for packaging, since I had already disposed of the original packaging. They received both items on 5/13.
On 5/19 I emailed the RMA agent, as I had not heard anything from anyone regarding my RMA. The next day (5/20) she responded saying, "Good afternoon, your new unit has shipped out today." Later that day, I received both the order confirmation and shipping confirmation for the replacement inverter. Around 12pm on 5/20 I sent another email asking about the wifi stick, because the order confirmation only showed the inverter. I finally got a response on 5/23 saying the wifi stick was going to be replaced as well. Later that day, I received both the order confirmation and shipping confirmation for the replacement wifi stick.
At this point, I was a happy customer. It took approximately 3 weeks to get sorted, but my issue was resolved. At least I thought it was. I decided to check the tracking information for the inverter later that evening (5/23) to see when I should expect it. Well, the tracking information showed that it had been canceled by the sender. Again, I wasn't contacted regarding anything to do with the RMA or why it had been canceled. I had to email the RMA agent once again (around 12AM on 5/24) asking what happened. She responded with the following:
So ~3 days after sending me both the order confirmation and shipping confirmation, they canceled the shipping and didn't bother to inform me. On top of that, they now want me to wait an entire month to get a replacement unit or take a refund? Before sending in the unit, I had to get some batteries so I could try and update the firmware. Apart from the wifi no longer working, the inverter was functioning correctly with the batteries. It would have been in my best interest for the RMA department to let me know that the unit wasn't in stock, and if they were unable to fix it, I would have to wait a whole month for a replacement. At least then I could have made the decision to wait until it was in stock just incase they were unable to repair it. Based on the fact that they sent me both the order confirmation and shipping confirmation, I don't think they even bothered checking if the item was in stock at any time. I expect companies with a RMA department to have at least one or two units dedicated for situations like this at all times. I'm not sure why they wouldn't. It doesn't end there though. They ended up sending out the Wifi stick after they had already canceled the inverter. Now I have the wifi stick without a unit to connect it to.. In their defense, the inverter and wifi stick were on different tickets. I think it would of been better for them to put a hold on both until a decision was made. That was not the case.
I ended up just opting for a refund, but would rather have the replacement. Since they could not honor my RMA in a timely manor, I am forced to look somewhere else. I think waiting 3 weeks and then being told I would have to wait another month is just ridiculous. If you are unable to fulfil an RMA at that point in time, I don't think you should suggest it, unless you can replace it with an equivalent system. That is just my opinion, but I stand by it. Even though they gave me a full refund, I can't help but feel like I ended up on the short side of the stick. I built my whole solar system around using the 5000 ES, and Signature Solar claim to be the only people to sell the US model (which I need).
Anyway, I hope my experience helps improve the customer service at Signature Solar.
I just want to start off by saying this isn't a attack on Signature Solar in any way.
I simply want to share my experience with others so that they are aware of such issues regarding the company.
I apologize in advance for the length of this post.
What I ordered from Signature Solar:
- Growatt SPF 5000 ES (Feburary 21, 2022) [Received on March 16, 2022]
- 12 Used Canadian Solar 235W Panels, 30 mini rails, 16 end clamps, and 14 mid clamps (March 21, 2022) [Received on March 29, 2022]
- Growatt USB Monitoring Stick (March 24, 2022) [Recieved on March 29, 2022]
Issue #1 (Solar Panels)
When I received the lot of used solar panels, they were extremely dirty, all covered in what I assumed was mud. No big deal. I spent half the afternoon cleaning all the mud off before I tested and installed them. If I remember correctly, 7 out of the 12 panels were completely cracked on the rear side of the panels. What makes it even worse is that they were packaged in such a way that it was hard to see the panels that were cracked. The first two or three panels on each side (if you know how signature solar sends panels) were fine, but the ones in the middle were cracked. I ended up having to seal them with polyurethane just so I could avoid the headache of sending them back. I made sure to test each panel before installing them and they all were producing what was expected. My only concern is that my seal job wasn't good enough and moisture may seep in when the rain season rolls around. I reached out to Signature Solar, provided images, and asked them if the used panels undergo any inspection before being sold. This was the response I received:
What I take from that is Signature Solar was aware of this problem, and still sold me the items anyway. They did not offer to replace them or compensate me in any way. I knew from the beginning that I was purchasing used panels, so even though I was disappointed with the panels, I did not pursue any compensation. The panels are no longer listed on their website.
Issue #2 (Mounts)
I ordered 30 mini rails, 16 end clamps (40mm), and 14 mid clamps. While installing the panels, I found that I had 1 end clamp that was smaller than all the others. They accidentally sent me 15 (40mm) end clamps and 1 (30mm or 35mm) end clamp. I reached out to Signature Solar, provided images, and told them I received one incorrect sized end clamp, and that I was going to attempt to still use it. This is the response I received:
The next day I responded saying that I was able to use that end clamp by putting a few washers between the rail and the clamp. I also let them know that I wouldn't mind swapping it out with the correct sized clamp (basically saying I want them to send it.) They never responded after that and never sent me the correct clamp.
Issue #3 (Inverter)
The initial issue I had can be found here: https://diysolarforum.com/threads/growatt-5000-es-issue.39205/
From what I could tell, the unit wasn't functioning correctly without a battery using SUB or SOL. I wanted to use the inverter to simply power the load during the day (with solar) and use the grid at night. For whatever reason, the solar wasn't being used for the load consumption. You can see in the reports that the load consumption was equal to what was imported from the grid (solar wasn't included). I first reached out to Signature Solar on 4/29 about the issue, and didn't get a response until 5/3. They had me try to update the firmware using the guide and files they provided. I was unable to update the firmware and the wifi stick stopped working. I believe this was because the unit I got didn't have the silicon labs UART chip, it had one from exar. After going back and fourth with the support agent, they finally sent me the RMA confirmation for the inverter on 5/11. I wasn't sure if I needed to send back both the inverter and wifi adapter, so I messaged the RMA agent. She said, "I was just told about sending back the WiFi stick as well, just one second and ill send you another label for that as well." I sent both the inverter and the wifi adapter back on the same day (5/11). I ended up having to pay around $40 for packaging, since I had already disposed of the original packaging. They received both items on 5/13.
On 5/19 I emailed the RMA agent, as I had not heard anything from anyone regarding my RMA. The next day (5/20) she responded saying, "Good afternoon, your new unit has shipped out today." Later that day, I received both the order confirmation and shipping confirmation for the replacement inverter. Around 12pm on 5/20 I sent another email asking about the wifi stick, because the order confirmation only showed the inverter. I finally got a response on 5/23 saying the wifi stick was going to be replaced as well. Later that day, I received both the order confirmation and shipping confirmation for the replacement wifi stick.
At this point, I was a happy customer. It took approximately 3 weeks to get sorted, but my issue was resolved. At least I thought it was. I decided to check the tracking information for the inverter later that evening (5/23) to see when I should expect it. Well, the tracking information showed that it had been canceled by the sender. Again, I wasn't contacted regarding anything to do with the RMA or why it had been canceled. I had to email the RMA agent once again (around 12AM on 5/24) asking what happened. She responded with the following:
So ~3 days after sending me both the order confirmation and shipping confirmation, they canceled the shipping and didn't bother to inform me. On top of that, they now want me to wait an entire month to get a replacement unit or take a refund? Before sending in the unit, I had to get some batteries so I could try and update the firmware. Apart from the wifi no longer working, the inverter was functioning correctly with the batteries. It would have been in my best interest for the RMA department to let me know that the unit wasn't in stock, and if they were unable to fix it, I would have to wait a whole month for a replacement. At least then I could have made the decision to wait until it was in stock just incase they were unable to repair it. Based on the fact that they sent me both the order confirmation and shipping confirmation, I don't think they even bothered checking if the item was in stock at any time. I expect companies with a RMA department to have at least one or two units dedicated for situations like this at all times. I'm not sure why they wouldn't. It doesn't end there though. They ended up sending out the Wifi stick after they had already canceled the inverter. Now I have the wifi stick without a unit to connect it to.. In their defense, the inverter and wifi stick were on different tickets. I think it would of been better for them to put a hold on both until a decision was made. That was not the case.
I ended up just opting for a refund, but would rather have the replacement. Since they could not honor my RMA in a timely manor, I am forced to look somewhere else. I think waiting 3 weeks and then being told I would have to wait another month is just ridiculous. If you are unable to fulfil an RMA at that point in time, I don't think you should suggest it, unless you can replace it with an equivalent system. That is just my opinion, but I stand by it. Even though they gave me a full refund, I can't help but feel like I ended up on the short side of the stick. I built my whole solar system around using the 5000 ES, and Signature Solar claim to be the only people to sell the US model (which I need).
Anyway, I hope my experience helps improve the customer service at Signature Solar.
