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Resolved --- Signature Solar sent me damaged solar panels, then ghosted me after the REC voided the warranty on 45 of the solar panels I ordered

Strateger

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Joined
Aug 22, 2022
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10
I want to preface this with Signature Solar had been nothing but excellent to me prior to this. I've easily bought $35,000+ worth of solar equipment from them and they always fixed any problem if there was one.


I ordered 6 pallets of the 355 Watt REC panes (link) and on each pallet there was what appeared to be crushing damage on the solar panels that were near the bottom of the pallets. On Dec 10th the panels were delivered.

One day after the panels were delivered to me I notified Signature solar of the damage, with an attached picture of the delivery manifest papers with the delivery truck driver noting on his copy and my copy the damage like crushed cones and smashed corners. The person who responded was Rolanda Betche, who is a super rock star, and who basically ran the whole claims department at signature solar by herself (if I understood correctly). She tells me that in a week the claims department will be handled by the customer service department. And that she will no longer be customer facing.
She tells me to go file a claim on the website.

Then a few emails later I send better pictures to Rolanda Betche and she replies saying this:

"Hi Tom

I am turning this over to customer service. I will be stepping out of the customer facing side of it. and only handling transportation claims with the carrier.

Someone from customer service should reach out to get information from you to assess what type of damage you are running into. so far it sounds like manufacturing issues."

--------
Now I've done a few claim processes with Rolanda, and she has done the claim part for me atleast once, where all I had to do was send an email with the pictures and she took care of it. So after I sent better pictures and she replied with "I am turning this over to customer service" and "Someone from customer service should reach out to get information from you to assess what type of damage you are running into" I took this to mean she had submitted the claim and I was now to wait for someone to contact me.


So I wait a week, and then call. I'm told they are still sorting out the new system and that they don't see my ticket so I should call back in a few days. I call back in 3 ish days. (if I remember right) Again, ticket not there.

To shorten the story: something happened, my ticket was not there, and I was told to go to the claims website and submit a claim.

I go the to claims page, submit a claim, and someone from claims contacts me, Tazmia Mason.

We talk, I tell them I have 46 panels. 1 or 2 of the panels border line damaged and send pictures of them all in a series of email.
In short Tazmia tells me this:

""Hello Thomas,


Thank you for providing the necessary information. We have successfully received all the details and submitted them into our ticketing system for processing.

Upon review, we found that this issue is not related to transit damage, so we recommend contacting the manufacturer directly. You will need to supply them with the information you've provided us, and they will be able to submit the replacement order on your behalf.

Please let us know if you need any further assistance, and we’ll be happy to help where we can.


Best regards,""



------------------------------------------------
I respond with an email saying things like the warranty on panels is void if there is evidence of mishandling and that I should not have to do an RMA claim with REC myself. Signature solar should be helping me with this.


And then another email that said this:


"""
Hi Tazmia,

So if you have determined the damage of most of these panels were not caused by shipping that means the panels were damaged when I bought them. So basically signature solar sold me damaged panels that they listed as new panels.

Secondly if I go to REC and submit claims they will likely tell me it looks like shipping damage and it will be a difficult fight for me to win. It is a fight I should Not have to fight.

Ultimately, signature solar should be submitting the rma claim to REC for me. I bought the panels from Signature solar and there are legal issues like the Deceptive Trade Practices Act, which includes selling defective panels without disclosure.

Thirdly, previously signature solar representatives have handled rma claims for me before when I found defects in the solar panels that dealt with manufacturing flaws.

I will get you picture and documentation of anything you want. Even if I have to get the serial number from each panel and the damage in a video for each panel.

This is most annoying for all parties involved -sad face-

How do you proceed from here?
~My name here
"""


----------------------------------------


At this point I'm contacted by Lindsey Faulks, who I'm told is a manager.
We exchange several emails. Generally her repeated message is that for the "non shipping" damage I need to go do an RMA with the manufacturer.

Eventually I submit a claim with REC and after a few exchanges with REC they reply. Part of there email says this:


there is evidence of mishandling or storing, the warranty is invalidated for this batch of panels. REC can suggest methods to check panels after installation, such as visual inspection and IR imaging but
**** blah blah blah :) ****

Best Regards,

Michael Jimenez

REC Group

------------------------------

So REC removed the warranty on the 45 panels.


Now the last 2 emails I sent to Lindsey Faulks on Jan 7th and Jan 16th have gone unanswered. The last email I sent, on Jan 16th said this:

"""
Hi Lindsey,

So I got back word from REC about the panels. After I sent video and pictures of the pallets, after the saran wrap was taken off, and other close up evidence to REC they have nullified the warranty of 45 of the panels. REC found that they were mishandled either in handling or storage.

Also, the 2 panels that were damaged in shipping haven't posted to my account as store credit. What is the status on this?


~Tom"""
No word back.
------------------------
Now for the fun part. Pictures and Videos!!!!
Here are 5 videos I've posted to youtube:
The 3rd pallet <------ the 3rd pallet I unpacked. Obvious damage on both sides of the pallet.
---> Another pallets damage
---> cutting the plastic to see inside <---- go to 1:35 to see the damage. It's a shaky video, I had gloves on and dropped the phone.
--> Many panels with cracking and slight bumps with disappearing cracks depending on the angle.

--> The cracks can't be seen if the light source is from the wrong angle



I got a high powered camera with a macro lens to give you a close up of the kind of damage I had. 1 picture shows the cracks I think were caused by crushing damage. The other 2 pictures show how the cracks visually disappear depending on the angle of the light source. I will attach some videos that show how the cracks are only visible from certain angle, especially depending on the angle the light is coming from.
light gone 1.JPG
light gone 3.JPG

light gone 2.JPG




Now here are some of the pictures I sent to Signature solar.

PXL_20241212_231138096~3.jpg
PXL_20241213_194107850~3.jpg

PXL_20241212_212140795~3.jpg
PXL_20241212_230858207.jpg


PXL_20241216_212953595.jpg

PXL_20241216_212958885.jpg

PXL_20241212_231011616~2.jpg


PXL_20241223_091617316.jpg

PXL_20241223_091530958.jpg




From what I've gathered, I believe Signature Solar bought panels from someone that were damaged and they missed the damage when they were inspecting the product. I can understand if that happened. I'm open to negotiation on how to resolve this, but I haven't got any responses to my emails on this matter since Jan 7th. I don't know what to do, but it has been an ugly experience. I also asked two different people at signature solar asking if I had done something wrong in the process, no reply.

Now if any admins, or mods, or the owner of diysolarforum.com wants more evidence that what I've said is accurate, I can forward the email exchanges I've had with.... Rolanda Betche, Tazmia, and Lindsey Faulks. I can also send them a link to a dropbox with the pictures sent to REC.

All pictures and video are truthful and I stand by them. I've also done my best to communicate what happened though I may have made a mistake and missed something or maybe an email got eaten by the internet and I'm open to being corrected.


I want to be clear, before this one order, Signature Solar has been excellent and very good to me. The only person that I would call out that has been unprofessional to me is Lindsey Faulks. Who wouldn't answer questions on if I had done something wrong or why were these damaged panels being dumped on my with no support from signature solar on getting this resolved.... and has stopped responding on even emails that were asking about the status on the store credit for the panels that were actually damaged by the shipping company. A stone walling experience.



- The end -
~Tom
 

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wow, well documented and way too much evidence pointing to NOT shipping damage.
It almost appears someone stacked too many pallets on top of each other, maybe saving warehouse space. They notice the damage, looked at it and shipped them to you anyhow. imo
I've only received panels on a pallet set edge down. Having then horizontal cannot be good for them if then encounter rough handling.
 
wow, well documented and way too much evidence pointing to NOT shipping damage.
It almost appears someone stacked too many pallets on top of each other, maybe saving warehouse space. They notice the damage, looked at it and shipped them to you anyhow. imo
I agree, to me it seemed someone double or triple stacked pallets at some point in their 5 year life (they were manufactured 5 years ago).

I personally think that signature solar missed the damage on their initial inspection because of how easily the cracks visually disappear depending on the angle of the light source and how the plastic tabs partially hide the damage. I didn't even see the damage until I stored the first pallet and noticed strange bumps.
 
One day after the panels were delivered to me I notified Signature solar of the damage, with an attached picture of the delivery manifest papers with the delivery truck driver noting on his copy and my copy the damage like crushed cones and smashed corners.
This is shipping damage surely. The carrier isn't going to accept an already damaged pallet with crushed cones for shipment.
 
Wow what a nightmare.
It was a nightmare! Especially the part where I submitted a rma claim to REC. I was trying to not burn a bridge with signature solar, so I decided my better option was to try getting a claim through REC.

I had to go through the panels again to get better pictures and the serial number of each panel. It took alot of time and space in my work area. And then REC takes their time in getting back to me on each of the several email exchanges. So the panels were left spread out in my work area just incase REC had more requests.

:(
 
I agree, to me it seemed someone double or triple stacked pallets at some point in their 5 year life (they were manufactured 5 years ago).

I personally think that signature solar missed the damage on their initial inspection because of how easily the cracks visually disappear depending on the angle of the light source and how the plastic tabs partially hide the damage. I didn't even see the damage until I stored the first pallet and noticed strange bumps.
If this was a full pallet it's unlikely Sig solar ever opened it up. I have ordered a ten pack of panels (Hyundai 300W) from sig solar and they came very well packed, on edge, centered on a pallet. However the full pallet of Vikram 375W was factory sealed so to speak.
 
This is shipping damage surely. The carrier isn't going to accept an already damaged pallet with crushed cones for shipment.
At first I thought the same..... But there was some strong evidences that pointed to the damage happening not during the month of December when I got the panels.

1. Not all of the cones were crushed on top of the pallets. The pallet with the perfect cone on top still had damaged panels on the bottom.
2. If you go to the video called pallet 3,
go to second 8, or 0:08. See how the plastic tab was missing and there was damage. There were few additional places where the damage was not in the place of the plastic tabs. So that to me means, the crushing damage happened where the tab was. Then at a later time the tab was moved (it would take a serious force to slide a plastic tab on the lower level). Then the pallet was saran wrapped and got to me with perfect saran wrap.
If the saran wrap had been damaged where the plastic tabs had been moved I would believe the damage was caused by the shipping company in transport to me. I ordered 6 pallets and the damage followed the same pattern on all of the pallets. For the most part.

I've attached a picture. See how the damage isn't exactly where the tab is? So the damage happened, the tab moved, then it was shipped to me with a perfect saran wrap above the tab.

Also, you can't move the tabs with your hand. They are under alot of weight that far down the pallet. It would take a substantial force to slide a tab to the side.

PXL_20241213_194107850~2.jpg
 
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I see it. Yeah, pre shipping damage. These older panels prob very cheap indeed when buying at the warehouse size level. I would expect a refund for every damaged panel, sig solar usually recommends buying more than needed I believe for this very reason.
 
Good morning!
Thank you for tagging me @Brucey

I am so sorry that this has been your experience @Strateger ! I'm getting with the team now to address this immediately, and we will be reaching out shortly!
 
This has been resolved for the customer, and the team is investigating the cause! Thank you all for bringing this to our attention! I'm leaving my email here in case anyone needs any assistance in the future!
You can reach me directly at engagement@signaturesolar.com and I'll do my best to help!
That was a stunningly fast resolution! I proposed a resolution, Signature Solar accepted.

I was in limbo for weeks between REC and Signature Solar, I'm very very happy the issue has been closed.
 
I'm glad it has been resolved for you, you did a fantastic job on documenting everything, it was indisputable that something beyond your control was at hand here and it's too bad you had to endure all the nonsense.
Makes a person wonder if they weren't as thorough with documenting as the OP had been, would the situation been resolved let alone as quickly as it appears to have been?
I'm sure we will never know.
 
Maybe I am missing something here, but is there damage I am not seeing that would effect the operation of the Panels or life span of the panels. It just looks like scratches and small dings in the Aluminum.
 
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Maybe I am missing something here, but is there damage I am not seeing that would effect the operation of the Panels or life span of the panels. It just looks like scratches and small dings in the Aluminum.
Hi Robbie, You may have missed this picture. I agree some of the pictures didn't do it justice. That stack was under some serious crushing pressure. When buying new, I fault no-one for expecting new and undamaged goods.

I can confirm that my REC panels ordered from NAZ were shipped horizontal. So horizontal may be normal for this brand. That was a new full pallet in REC packaging with every serial number on a factory list. However, they came damage free. I contacted NAZ ahead of the order saying that I wanted a new factory pallet and ordered the correctly quantity.
 

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Hi Robbie, You may have missed this picture. I agree some of the pictures didn't do it justice. That stack was under some serious crushing pressure. When buying new, I fault no-one for expecting new and undamaged goods.
I cannot see all the details you are seeing with your eyes, so I will take your word for it that the damage is bad enough to warrant replacement. My only reason for bringing it up is that we got to be careful with our expectations.
I will not tolerate a scratch on my Inverter and won't be happy with one on my Battery Packs, but the Panels are outdoor and mostly out of sight, so long as the damage is not on the glass or seals and is not going to affect the lifespan or operation I can accept it.
We have to keep in mind that the shipping is a nightmare and one that the sellers have no control over.
I am just worried that to many returns might mean that companies stop shipping Panels for a reasonable fee and Instead require pickup or the use of even more expensive shipping companies.
Anyway I am glad you got it sorted because I suspect the damage is more than what I can see in the photos.
 
@NC_hydro I suggest you look at how policies on Panel shipments have changed over the last three years.
When I got my Panels in 2021 they did not require an inspection of all the panels when delivered.
Also getting a replacement for a broken one was not nearly as difficult as it is today.
 
robby, The manufacturer of these panels felt the damage was significant enough to void all warranty.
That would have convinced myself that it's more than just cosmetic concern going forward without an attempt of resolution.
Eventually I submit a claim with REC and after a few exchanges with REC they reply. Part of there email says this:


there is evidence of mishandling or storing, the warranty is invalidated for this batch of panels.
 
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That right there is reason enough to not do business with REC. I am glad signature resolved this for you, but for a manufacturer to step out from under liability for damage they likely caused at the plant is truly a nightmare.
 
That right there is reason enough to not do business with REC. I am glad signature resolved this for you, but for a manufacturer to step out from under liability for damage they likely caused at the plant is truly a nightmare.
That's quite the stretch. Basically no proof of this being the case.
 
Maybe I am missing something here, but is there damage I am not seeing that would effect the operation of the Panels or life span of the panels. It just looks like scratches and small dings in the Aluminum.
I have some pictures and thoughts for you to consider.

The following picture, if you open it in a new tab and zoom in. It is important to zoom in a little and get a better look. To me it looks like the lines form in an arc like rainbow with cracks under it that look more like a web like crack structure. How could these cracks be created by scratching or abrasions?
In all sorts of manufacturing processes they study stress marks. Which often have a symmetrical, rainbow or web like look to them. Like glass Windows with to much pressure, metal that gets crushed or bent. These kinds of cracks often happen to metal that have a very brittle surface, when the underlying metal frame changes shape, the brittle surface cracks.

stressmarks.JPG




On to the next picture:

That is an indentation right on top of where the glass and frame make a seal to protect the cells from moisture. It is surprisingly easy to break the seal, even harmless looking dents or frame bends can do it. When a seal is broken the life of the panel is going to be shorter, especially if the panel gets water on it. I believe most people when they put panels on their roof or take panels way out to their cabin want panels that last 15+ years. It tends to be expensive when a single panel has to be replaced on a roof. Also, if the panel fails, will it possible to find a replacement?
Also, consider the difference of a dent that came from striking it with a hammer or forklift vs a weight that was heavy enough to imprint/bend the frame? How long did this panel live under that weight? How long was the seal under stress?
In my mind something that has to be sealed perfectly, the metal shouldn't have a bend/crease where the glass meets the frame to make the seal.

PXL_20241223_091530958.jpg



Also, in your post you said: "It just looks like scratches and small dings in the Aluminum".
In the next picture these are bumps, not dents. Like imagine running your hand on someones face with zits, they are bumpy. It is easy to make a dent on metal. but a bump? How would you cause a bump on a solar panel when its on/in a pallet, maybe a super suction cup and pull out the frame to make a bump? What bothers me is when I imagine what could have caused a bump? The evidence, to me, looks like crushing weight where the frames on the bottom of the pallet simply had to bend to accommodate the force. In my mind that would cause more damage than a simple strike. Crushing Weight is like a slow motion strike that doesn't go away. The constant weight slowly deforming what ever is under it.

bumps.jpg



It's a long response but I don't want people to think I'm making claims over nothing.
-the end-
 

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