bertiojones
New Member
- Joined
- Feb 14, 2022
- Messages
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[Mod note: if you are not directly involved in this situation, please read through the thread before reflexively commenting (or at least the OP and this series of replies of comments from Richard of Signature Solar), many people are making non constructive demands for refund on OP's behalf not understanding that OP was refunded and that that is not the issue as well as other misunderstandings. This note is not meant to convey any judgement about the dispute/disagreement itself]
I didn't want to make this as I hate playing the "poor me" card. I am hoping that someone who is on the fence with purchasing from Signature Solar will have a better understanding of what could happen if you are in a similar situation.
I will keep this short.
05/13 - Bought 22 panels from SS. I used their more premium cost of shipping via Fedex Freight. I paid $796.18 in shipping.
05/17 - SS shipped panels.
05/26 - Received a pallet of 22 panels from Signature Solar shipped via Fedex. I recorded the pallet as it came off the truck. It was packaged well and had some minor damage on pallet but no dents or hard knocks on the corners.
06/02 - I unboxed the pallet and found 1 panel to be shattered. It had a forklift style knock on the backside and it was the outside panel. I reviewed my video and sure enough there were 3 puncture holes on the outside of the shrinkwrap. The damage was visible on delivery but wasnt unless you completely unstrapped all the panels.
06/02 - I reach out to SS via their online form to let them know of the damage. It was after hours but I wanted to let them know anyway I could ASAP.
06/03 - I call in to tell someone over the phone as I am seeing shipping claims are time sensitive. I speak with Dana. I let her know I have video of the damage that should help with SS getting their money back with shipping or filing an insurance claim. I tell her I really need a replacement as I can't install my panels unless they match the quantity and brand of the permit that was issued to me by my county. She tells me that there is some new policy that she isn't sure if it is on their website that they can only ship replacements if there are 4 panels or more damaged. She says to fill out a form she emailed me and she would get back to me. I fill out the form and attach photos and links to video right after getting off the phone.
06/03 - I receive an email back with a canned response (some sections were not even filled in) that I would only get a refund for the 1 panel and that is it.
I responded to Dana that without all 22 panels the entire set is useless and unable to be installed. Dana refused to ship the replacement panel as part of an internal policy.
Dana let me know the only way I would get the replacement panel would be to buy a minimum of 4 panels. I would be refunded the cost of one and I would have to pay for the shipping as well for a total cost of $1,112.18
I pressed Dana to confirm that the only way I was able to get a working set of panels was to pay more money to Signature Solar to ship me out more panels than I needed for the set to work. She confirmed that would be the only option. I attempted to file a claim with fedex on SS behalf and Dana asked me to hold off as they want to make sure they are reimbursed for refunding me the one panel.
~~~~~~~~~
So now what?
~~~~~~~~~
I researched everything and Dana is 100% right. They have zero obligation to send me another panel. SignatureSolar wins. My solar build is now being held hostage unless I purchase 4 more panels for $1,112.18.
As Dana says...
" This will conclude our obligations to you ... Signature Solar has fulfilled all ends of this transaction. You have received your shipment, with one damaged panel that we are fully refunding the amount of the panel back to you, as well as the shipment was received by you and that obligation has also been fulfilled."
At this point I am going to reach out to my County and hope they let me finish the build minus 1 panel otherwise I will need to resubmit the permit app.
Let this be a warning if you are buying panels that you buy way more than you need and if they are broken make sure at least 4 of them are broken.
I didn't want to make this as I hate playing the "poor me" card. I am hoping that someone who is on the fence with purchasing from Signature Solar will have a better understanding of what could happen if you are in a similar situation.
I will keep this short.
05/13 - Bought 22 panels from SS. I used their more premium cost of shipping via Fedex Freight. I paid $796.18 in shipping.
05/17 - SS shipped panels.
05/26 - Received a pallet of 22 panels from Signature Solar shipped via Fedex. I recorded the pallet as it came off the truck. It was packaged well and had some minor damage on pallet but no dents or hard knocks on the corners.
06/02 - I unboxed the pallet and found 1 panel to be shattered. It had a forklift style knock on the backside and it was the outside panel. I reviewed my video and sure enough there were 3 puncture holes on the outside of the shrinkwrap. The damage was visible on delivery but wasnt unless you completely unstrapped all the panels.
06/02 - I reach out to SS via their online form to let them know of the damage. It was after hours but I wanted to let them know anyway I could ASAP.
06/03 - I call in to tell someone over the phone as I am seeing shipping claims are time sensitive. I speak with Dana. I let her know I have video of the damage that should help with SS getting their money back with shipping or filing an insurance claim. I tell her I really need a replacement as I can't install my panels unless they match the quantity and brand of the permit that was issued to me by my county. She tells me that there is some new policy that she isn't sure if it is on their website that they can only ship replacements if there are 4 panels or more damaged. She says to fill out a form she emailed me and she would get back to me. I fill out the form and attach photos and links to video right after getting off the phone.
06/03 - I receive an email back with a canned response (some sections were not even filled in) that I would only get a refund for the 1 panel and that is it.
I responded to Dana that without all 22 panels the entire set is useless and unable to be installed. Dana refused to ship the replacement panel as part of an internal policy.
Dana let me know the only way I would get the replacement panel would be to buy a minimum of 4 panels. I would be refunded the cost of one and I would have to pay for the shipping as well for a total cost of $1,112.18
I pressed Dana to confirm that the only way I was able to get a working set of panels was to pay more money to Signature Solar to ship me out more panels than I needed for the set to work. She confirmed that would be the only option. I attempted to file a claim with fedex on SS behalf and Dana asked me to hold off as they want to make sure they are reimbursed for refunding me the one panel.
~~~~~~~~~
So now what?
~~~~~~~~~
I researched everything and Dana is 100% right. They have zero obligation to send me another panel. SignatureSolar wins. My solar build is now being held hostage unless I purchase 4 more panels for $1,112.18.
As Dana says...
" This will conclude our obligations to you ... Signature Solar has fulfilled all ends of this transaction. You have received your shipment, with one damaged panel that we are fully refunding the amount of the panel back to you, as well as the shipment was received by you and that obligation has also been fulfilled."
At this point I am going to reach out to my County and hope they let me finish the build minus 1 panel otherwise I will need to resubmit the permit app.
Let this be a warning if you are buying panels that you buy way more than you need and if they are broken make sure at least 4 of them are broken.
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