Silicon Solar Silicon Solar, Inc. Continually delaying delivery of an ordered item. Bainbridge New York
I can not believe the poor level of service and the lack of communications from Silcon Solar. I ordered a SunMaxx Demo solar heater on April 11, 2008. The order was back ordered as they were waiting for their shipment - Understandable but no one called or emailed me to let me know. The order was shipped in May, 2008 and received on May 9, 2008 with the tubes all broken and shipping boxes smashed and parts missing. I contacted Silicon Solar and sent pictures and they appoligised and was told that a replacement unit would be sent right away. I have contacted them a number of times and each time they have promised to ship the unit that day with the latest being June 23, 2008. So far nothing. Hopefully their products are better than their service.
UPDATE: June 25, 2008
Called Silicon Solar June 24, 2008 to check order status and was told the order had been shipped and was given an UPS tracking number. Checked the tracking number on the UPS site on June 25, 2008 and found out the ordered had been voided. Called UPS and they informed me that Silicon Solar had not shipped the unit. Called Silicon Solar and spend over 2 hours on hold on the phone. Still have not got through to anyone.
Update June 27, 2008
Called again to check order. Talked to Justin who talked with Francesco, said it would be taken care of today.
Update June 30, 2008
No news or call from Silicon Solar. Called again left message for Justin and Francesco to call me.
Update July 1, 2008
No call back from Silicon Solar so calleds again today. Was informed that it had not been shipped as promised and that they would look into getting it shipped soon. More waiting.....
Called back to Silicon Solar in the afternoon and they said it would be shipped today and I would have a tracking number tomorrow (July 2, 2008).
UPDATE July 2, 2008
Called Silicon Solar today and they cage me a new UPS tracking number. Tried the number on the UPS tracking website and it returned a:
>>> UPS could not locate the shipment details for your request. Please verify your information and try again later.
These actions by Silicon Solar seem to be constant with other complaint sites I've seen about them.
Run away people - this is a bad company!
Norman
Calgary, Alberta
Canada
1 Updates & Rebuttals
Siliconsolar
Ithaca,New York,
U.S.A.
Customer was issued refund on 7/24/2008
#2UPDATE Employee
Thu, January 15, 2009
I want to personally apologize and assure that we have identified and have been working to address past and current issues regarding customer service with our company.
I have personally looked into this order for you. A refund was issued on 7/24/2008. I apologize for the lack of communication and any issues that have occurred.
Silicon Solar Inc started by designing and manufacturing solar energy products in an industry that was growing at an exponential rate. During these times we experienced several growing pains like many companies who are small and starting out. As a result of these growing pains, our customers service was below both my own and the company's expectations. Over the years we have worked to improve our customer service and ensure that our customers are receiving the most value in both their product and the service they receive, yet there is still room for improvement. Our company was founded as a product based company and as a goal and mission for 2009, we are shifting our focus toward a value added company that is determined to offer additional values to our customers through service.
We accept that there have been issues in the past and are working honorably to ensure that all of our customers (current and past) are serviced and provided with answers to some of their unanswered questions or service requests.
A successful business learns from its mistakes and being able to accept their mistakes and prevent them from happening again. There are no excuses for lack in customer service and this is why in 2009 it is our mission to ensure that we provide our customers with the highest level of service.
I want to let our customers and readers know that we are here to help and ensure that every one of our customers is taken care of. If anyone has questions regarding Silicon Solar or any outstanding issues with an order or services not rendered, please don't hesitate to contact us at 1-800-786-0329 or email corey.b at siliconsolar.com.
Sincerely,