- Report: #410810
Complaint Review: Silicon Solar Silicon Solar Inc. - Ithaca, New York
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Silicon Solar Silicon Solar Inc.
15 Catherwood Rd. Ithaca,, 14850 New York, U.S.A.
Phone:
800-786-0329
Web:
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Silicon Solar, Silicon Solar Inc. product not as represented and defective; vendor would not return calls or e-mail to settle complaint Ithaca New York
Below is a letter we sent to Silicon Solar. We never received a response of any sort from the company. We also stopped payment through our credit card company and filed a protest with them. We recently received notice that our appeal had been denied and that we would have to pay for the solar pump even though it is completely useless. How are these crooks able to stay in business when they continue to rip people off? Why aren't they in jail where they belong?
1 December 2008
Mr. Adam Farrell, President and CEO
Silicon Solar Inc.
Corporate Headquarters
15 Catherwood Rd.
Ithaca, NY 14850
Dear Mr. Farrell:
On October 15th, 2008 I purchased an 18-volt solar fountain pump system through your company's web site. At the time of purchase I was told by the salesperson that I could add a battery to the system I purchased if needed.
After a few days of trial, I realized that a battery would be required; so I called your customer service department, spoke with Corey, and requested a battery. I was then told that there was none available for my system because I had been sent an out of production model, but that one could be modified to fit my system. After hearing nothing for another week, I called again and, after yet another week, was sent a battery pack for a 6 volt system that would not work.
When I called again today, Corey told me that the only person who knew how to modify a battery pack to fit my system was no longer with the company so I was out of luck. Moreover, she added that since I was beyond the 14 day return period and, notwithstanding my repeated efforts to resolve the situation within that period, I could no longer return the out of production model delivered to me.
Since I relied on representations made by an agent of your company when entering into this transaction, and since these representations have proven false with the result that I now have a product that does not meet my expressed needs, and since the 14 day return period expired as a result of these misrepresentations and delays caused entirely by Silicon Solar's lack of timely and accurate response, I ask that Silicon Solar refund my $301.12.purchase price. In light of my experience with your company, I will return the system I have as soon as I receive the refund.
Please reply within 10 days of the date of this letter. Thank you for your prompt attention to this matter.
Sincerely,
c: Mr. Matt Farrell, Vice President
Judith
borrego springs, California
U.S.A.
1 December 2008
Mr. Adam Farrell, President and CEO
Silicon Solar Inc.
Corporate Headquarters
15 Catherwood Rd.
Ithaca, NY 14850
Dear Mr. Farrell:
On October 15th, 2008 I purchased an 18-volt solar fountain pump system through your company's web site. At the time of purchase I was told by the salesperson that I could add a battery to the system I purchased if needed.
After a few days of trial, I realized that a battery would be required; so I called your customer service department, spoke with Corey, and requested a battery. I was then told that there was none available for my system because I had been sent an out of production model, but that one could be modified to fit my system. After hearing nothing for another week, I called again and, after yet another week, was sent a battery pack for a 6 volt system that would not work.
When I called again today, Corey told me that the only person who knew how to modify a battery pack to fit my system was no longer with the company so I was out of luck. Moreover, she added that since I was beyond the 14 day return period and, notwithstanding my repeated efforts to resolve the situation within that period, I could no longer return the out of production model delivered to me.
Since I relied on representations made by an agent of your company when entering into this transaction, and since these representations have proven false with the result that I now have a product that does not meet my expressed needs, and since the 14 day return period expired as a result of these misrepresentations and delays caused entirely by Silicon Solar's lack of timely and accurate response, I ask that Silicon Solar refund my $301.12.purchase price. In light of my experience with your company, I will return the system I have as soon as I receive the refund.
Please reply within 10 days of the date of this letter. Thank you for your prompt attention to this matter.
Sincerely,
c: Mr. Matt Farrell, Vice President
Judith
borrego springs, California
U.S.A.
4 Updates & Rebuttals
Siliconsolar
Ithaca,New York,
U.S.A.
In response to your letter.
#2UPDATE Employee
Tue, January 13, 2009
Greetings, I want to personally apologize and assure you that the point has been made on our past problems with our customer service and product quality issues. When we started Silicon Solar and started designing and manufacturing products for several different product lines with uses in solar energy, we grew at an exponential rate. At this time period, our business was a garage business running through the limited growing constraints during our school and college career. In 2007, finally, we were free and available to change our focus from a product manufacturing business to a customer service base industry. Now with both myself and Adam having focus directly with customer service, we have changed our infrastructure night and day with customer service staff, support systems, and better product information. Now I know that this does not cover for the lack of communication with our high demand for our solar innovative energy products and our product defects in the past but I can assure you that we have eliminated a few major contingencies with our past related problems. 1. Phone System: We have had every problem in the book with our phone systems, until December 20th 2009 where we dropped a very high cost phone system and backed into a more simplistic version with Linksys that has eliminated our communications issue. 2. Solar pump systems: We had a high rate of return on pump systems, after a thorough product test we have upgraded our pump system and have a less than 2% return rate on manufactured defects. We understand that this letter will have little effect for those use to skeptical criticism, but for any of you reading, please don't hesitate to contact me directly with any constructive feedback on product and services from our company so we may better show that we have put these issues in the past and have move forward to a better customer service and product quality company. You may reach me anytime at 607-339-9348 or email me to share your constructive thoughts and suggestions at"matt08"@siliconsolar.com or call me at 607.339.9348. Sincerely, Matt Farrell Co-Founder COO
Siliconsolar
Ithaca,New York,
U.S.A.
In response to your letter.
#3UPDATE Employee
Tue, January 13, 2009
Greetings, I want to personally apologize and assure you that the point has been made on our past problems with our customer service and product quality issues. When we started Silicon Solar and started designing and manufacturing products for several different product lines with uses in solar energy, we grew at an exponential rate. At this time period, our business was a garage business running through the limited growing constraints during our school and college career. In 2007, finally, we were free and available to change our focus from a product manufacturing business to a customer service base industry. Now with both myself and Adam having focus directly with customer service, we have changed our infrastructure night and day with customer service staff, support systems, and better product information. Now I know that this does not cover for the lack of communication with our high demand for our solar innovative energy products and our product defects in the past but I can assure you that we have eliminated a few major contingencies with our past related problems. 1. Phone System: We have had every problem in the book with our phone systems, until December 20th 2009 where we dropped a very high cost phone system and backed into a more simplistic version with Linksys that has eliminated our communications issue. 2. Solar pump systems: We had a high rate of return on pump systems, after a thorough product test we have upgraded our pump system and have a less than 2% return rate on manufactured defects. We understand that this letter will have little effect for those use to skeptical criticism, but for any of you reading, please don't hesitate to contact me directly with any constructive feedback on product and services from our company so we may better show that we have put these issues in the past and have move forward to a better customer service and product quality company. You may reach me anytime at 607-339-9348 or email me to share your constructive thoughts and suggestions at"matt08"@siliconsolar.com or call me at 607.339.9348. Sincerely, Matt Farrell Co-Founder COO
Siliconsolar
Ithaca,New York,
U.S.A.
In response to your letter.
#4UPDATE Employee
Tue, January 13, 2009
Greetings, I want to personally apologize and assure you that the point has been made on our past problems with our customer service and product quality issues. When we started Silicon Solar and started designing and manufacturing products for several different product lines with uses in solar energy, we grew at an exponential rate. At this time period, our business was a garage business running through the limited growing constraints during our school and college career. In 2007, finally, we were free and available to change our focus from a product manufacturing business to a customer service base industry. Now with both myself and Adam having focus directly with customer service, we have changed our infrastructure night and day with customer service staff, support systems, and better product information. Now I know that this does not cover for the lack of communication with our high demand for our solar innovative energy products and our product defects in the past but I can assure you that we have eliminated a few major contingencies with our past related problems. 1. Phone System: We have had every problem in the book with our phone systems, until December 20th 2009 where we dropped a very high cost phone system and backed into a more simplistic version with Linksys that has eliminated our communications issue. 2. Solar pump systems: We had a high rate of return on pump systems, after a thorough product test we have upgraded our pump system and have a less than 2% return rate on manufactured defects. We understand that this letter will have little effect for those use to skeptical criticism, but for any of you reading, please don't hesitate to contact me directly with any constructive feedback on product and services from our company so we may better show that we have put these issues in the past and have move forward to a better customer service and product quality company. You may reach me anytime at 607-339-9348 or email me to share your constructive thoughts and suggestions at"matt08"@siliconsolar.com or call me at 607.339.9348. Sincerely, Matt Farrell Co-Founder COO
Judith
borrego springs,California,
U.S.A.
Silicon Solar, Ithaca, NY. Good news for us; bad news for them.
#5Author of original report
Mon, January 12, 2009
The day after I posted my original complaint about Silicon Solar we got a call from our credit card company informing us that, because Silicon Solar had not responded to their efforts to resolve the situation, we would not be liable for the $301 purchase price. Good news for us and high marks for our credit card company, but also more evidence of just how indifferent and uncooperative Silicon Solar is. These guys REALLY don't care.
