Q-Dog
¯\_(ツ)_/¯
It is a he said - she said, and they have the receipts.
Run from Signature Solar!!!
- Thread starter chadwick20021
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I'm also tired of not hearing the whole story and having everyone blast the forum with their "business advice" on every customer support situation. Let's see what was actually said. If OP agrees to it, let's see what they had to actually say to signature solar. I want to know.
Zapper77
Renaissance Man
- Joined
- Jul 23, 2022
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He showed his call log...20 calls to 5 different numbers that went un answered.
Oh, I’m curious too. But I’d want to hear all the calls, not just one selected in isolation. But I don’t think it’s fair to ask anyone for a blanket release unless he/she gets to review the calls first, to make sure there’s no confidential info (e.g. credit card info) on them. Besides, those calls always say that recording is for the purpose of quality control and training, not for public posting.
Yes agree and they are asking op for permission. It's up to op to share the content.
Agree. They should send him the tapes or transcripts or whatever of all the calls and emails between them, and then he can say yes or no, with any privacy redactions he feels are needed.
I agree, but, if the OP doesn't agree to share, I think this thread should be removed, as the subject/title is rather damning of SS, without evidence.
(sorry, just IMHO that is... I'm just a member here!)
cs1234
Solar Wizard
- Joined
- May 9, 2022
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- 2,302
I disagree. Much can be discerned from a companies reactions to truths or falsehoods. One of James posts earlier on was actually quite reasonable, I was surprised.
I was only referring to the title of "Run from Signature Solar!!!". I agree about SS's reasonable feedback.
This is the one I'd love to hear if the op says its ok to post. If this one is the case it would wrap it up I would think.
I offered to drive there personally, pay in cash and pick up my order. The customer service manager I spoke with Taylor Phillips said he would call me back the next business day
I offered to drive there personally, pay in cash and pick up my order. The customer service manager I spoke with Taylor Phillips said he would call me back the next business day
Texas-Mark
Solar Addict
- Joined
- Aug 4, 2021
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- 1,284
I see no real damage that needs to be controlled. No money was ever taken and SS sent an email explaining how to resolve the issue. Either the OPer did not read the email or failed to respond to it. Cased closed IMO.
cs1234
Solar Wizard
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- May 9, 2022
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- 2,302
That's different than requiring it. If it's convenient for the customer, sure, they can use it at their discretion.
A TV exhibiting visual symptoms, especially consistently, is a prime example of visual evidence being a nice fast track to replacement.
What rule did James break?
cs1234
Solar Wizard
- Joined
- May 9, 2022
- Messages
- 2,302
I think he means the way he vanished voluntarily for a while and let @SignatureSolarJess speak for them here. His customer service skills are often lacking, and it's in his best interest to stay away from things he's not good at.
Why not wait for evidence to be presented before making all of these opinions? Lets see what happens. I feel like these discussions would be more productive if people stopped voicing opinions and asked for more evidence.
Well now we have even more messages clogging up this thread. That's not an issue. It's not breaking any rules. This is the type of stuff that wastes time for everyone. I'm about to clean this thread again.
If you're not the OP or EG4, there's a good chance you shouldn't be posting in this thread.
Before anyone posts in this thread, please think about what you're stating and if it's furthering the discussion or distracting.
If you want to voice your concerns about how these businesses should run, make a new thread or create a better business.
If a business is weak, it will die. Other businesses will use it as an opportunity.
If you wish to build a better business, let's see it. Stop talking and start building.
Now let's see what op says or I'm locking thread. If a non member looks through this thread, they will see no useful information, just endless arguing and opinions.
If a business is weak, it will die. Other businesses will use it as an opportunity.
If you wish to build a better business, let's see it. Stop talking and start building.
Now let's see what op says or I'm locking thread. If a non member looks through this thread, they will see no useful information, just endless arguing and opinions.
stienman
Mostly Harmless
- Joined
- Jan 6, 2021
- Messages
- 476
I admit to being amused by threads such as these.
We have, as shining examples of modern customer service, Comcast and Amazon. In my myriad of interactions with Comcast, Amazon, and Signature solar, SS clearly comes out on top. I get to actually communicate with real people who actually have real power. If I can get connected to customer service at Comcast or Amazon, they follow the same exact script the website/phone system forced me through before I even had the chance to communicate with another human, and then their options are only slightly more expansive than the automated options for resolution. Amazon, for all its warts, always does fine by me as the customer, but I'd hate to be on the business side of the equation because like credit card companies, ebay, paypal, etc Amazon will always side with the buyer.
I recently placed two orders to Digikey within a few hours of each other, and one was cancelled with the notice going to spam. When I talked to them - and like SS they actually have real customer service people located in the US who aren't following a set-in-stone script - they indicated it was fraud management, and between me and them we resolved the issue and I received the order on time. I only contacted them because I had a deadline and was watching for the shipment notification, contacting them once I realized there was an issue - and finding they would not have done anything further beyond the email notice. If I had waited until delivery was expected I would have been in a difficult position.
None of this is new, this particular instance of misapplication of fraud protection isn't special or notable. The response from the company - be it via email, phone, text, or just waiting for the customer to call for an order update - isn't good or bad. The problem with high volume businesses is that the fraud notices are NOT handled by humans. It happens, the system updates the order, sends out an email, and that's it. They can't possibly try 3+ different contact methods for every fraud test positive they receive. If you have difficulty putting as much attention toward their emails as you put toward the ordering process, you're likely to be bitten by this problem repeatedly.
The frequency and value of fraud is accelerating at a staggering pace, and businesses are barely keeping up. It's not surprising that, in this example, the bank first threw a fraud warning and declined the transaction, only to have the company's fraud flag trigger and decline the transaction a second time. The only difference between the two is that one happened during the ordering process when the customer's attention was on the order, and the second when the customer's attention was not on the order. Personally I'd rather have a higher bar for fraud detection and suffer fewer fraudulent charges than the opposite, so whenever this happens to me rather than becoming angry I choose to be grateful that my finances are being well protected.
And for all that SS is throwing an impressive amount of resources towards this one customer and one transaction.
My son recently ran over an amazon box placed directly in front of the garage door. While he was absolutely right that amazon shouldn't have put it there, we also both now circle the car after opening the garage door and before getting in the driver's seat.
It's not that we think Amazon is faultless, but we see how large they are, and how inconsequential this one thing is to them, and rather than spending time going through a complaint process and delaying receipt of items we've ordered by days, we spend a few more seconds doing something that is overall safer anyway - toys, animals, and other items not placed by amazon have been noted and dealt with since we've adopted this strategy. It's no pre-flight checklist, but it's saved us a surprising amount of unhappiness and grief, and is well worth the effort.
I make mistakes, and I'd guess I make more of them, per mistake opportunity, than SS. If I had to perform thousands of actions a year, and each action involved 20+ steps and I made as few mistakes as SS does I'd count myself lucky. Meanwhile they're still examining their processes, getting feedback from customers who've suffered those mistakes, and then making improvements to reduce the error rate even further. On top of that they're paying particular attention to this forum and seeking out bad customer reports and pro-actively resolving them. Is there any forum where you can go complain about comcast or amazon and receive personalized help within a day, if not within hours?
We have, as shining examples of modern customer service, Comcast and Amazon. In my myriad of interactions with Comcast, Amazon, and Signature solar, SS clearly comes out on top. I get to actually communicate with real people who actually have real power. If I can get connected to customer service at Comcast or Amazon, they follow the same exact script the website/phone system forced me through before I even had the chance to communicate with another human, and then their options are only slightly more expansive than the automated options for resolution. Amazon, for all its warts, always does fine by me as the customer, but I'd hate to be on the business side of the equation because like credit card companies, ebay, paypal, etc Amazon will always side with the buyer.
I recently placed two orders to Digikey within a few hours of each other, and one was cancelled with the notice going to spam. When I talked to them - and like SS they actually have real customer service people located in the US who aren't following a set-in-stone script - they indicated it was fraud management, and between me and them we resolved the issue and I received the order on time. I only contacted them because I had a deadline and was watching for the shipment notification, contacting them once I realized there was an issue - and finding they would not have done anything further beyond the email notice. If I had waited until delivery was expected I would have been in a difficult position.
None of this is new, this particular instance of misapplication of fraud protection isn't special or notable. The response from the company - be it via email, phone, text, or just waiting for the customer to call for an order update - isn't good or bad. The problem with high volume businesses is that the fraud notices are NOT handled by humans. It happens, the system updates the order, sends out an email, and that's it. They can't possibly try 3+ different contact methods for every fraud test positive they receive. If you have difficulty putting as much attention toward their emails as you put toward the ordering process, you're likely to be bitten by this problem repeatedly.
The frequency and value of fraud is accelerating at a staggering pace, and businesses are barely keeping up. It's not surprising that, in this example, the bank first threw a fraud warning and declined the transaction, only to have the company's fraud flag trigger and decline the transaction a second time. The only difference between the two is that one happened during the ordering process when the customer's attention was on the order, and the second when the customer's attention was not on the order. Personally I'd rather have a higher bar for fraud detection and suffer fewer fraudulent charges than the opposite, so whenever this happens to me rather than becoming angry I choose to be grateful that my finances are being well protected.
And for all that SS is throwing an impressive amount of resources towards this one customer and one transaction.
My son recently ran over an amazon box placed directly in front of the garage door. While he was absolutely right that amazon shouldn't have put it there, we also both now circle the car after opening the garage door and before getting in the driver's seat.
It's not that we think Amazon is faultless, but we see how large they are, and how inconsequential this one thing is to them, and rather than spending time going through a complaint process and delaying receipt of items we've ordered by days, we spend a few more seconds doing something that is overall safer anyway - toys, animals, and other items not placed by amazon have been noted and dealt with since we've adopted this strategy. It's no pre-flight checklist, but it's saved us a surprising amount of unhappiness and grief, and is well worth the effort.
I make mistakes, and I'd guess I make more of them, per mistake opportunity, than SS. If I had to perform thousands of actions a year, and each action involved 20+ steps and I made as few mistakes as SS does I'd count myself lucky. Meanwhile they're still examining their processes, getting feedback from customers who've suffered those mistakes, and then making improvements to reduce the error rate even further. On top of that they're paying particular attention to this forum and seeking out bad customer reports and pro-actively resolving them. Is there any forum where you can go complain about comcast or amazon and receive personalized help within a day, if not within hours?
The OP is not wrong to complain. SS is not wrong in their fraud detection and notification strategy.
We can hold both of these contradictory statements as true, and if we assume that both parties are doing their best to resolve a difficult situation then things will probably go better for everyone overall. Pointing fingers, accusations, ascribing ill intent, bringing up old resolved problems, etc is certainly counterproductive for everyone involved, and particularly so for everyone choosing to contribute. It certainly sets an overall negative tone for the forum if those are the first tools we reach for when we're trying to help others out.
Just a little reminder and nudge towards a better overall experience for everyone - not just new people.
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