Complaint Review: Silicon Solar - Bainbridge New York

Quoted text is verbatim copy, except where noted. 05/30/2005: From: Silicon Solar Inc ; Order acknowledgement: "ORDER DETAILS: Item: 04-1080 Quantity: 1 Description: "Solar Fountain Plus Kit Designed after the many request for a pump that can be used not only for a fountain, but for constructing small to medium size waterfalls" Replacment Solar Pump: No Price (each): $99.95" Item 04-1080 is the Solar Fountain Plus. 06/03/2005: To: Silicon Solar Inc : "Hello, Please note that I specifically selected and paid extra for ground shipping via FedEx. My shipment was sent via UPS, against my wishes. Under the circumstances, I would appreciate a full refund of my shipping charges. Thank you, Stephen" 06/03/2005: From: "Silicon Solar" : "Dear Valued Customer, Thank you for your inquiry. We previously used a FedEx service, however we have bad experience with several packages being damaged. Please don't hesitate to contact me with any questions you may have. I am in the office from 9AM-5PM EST, M-F. Invoice Number: Sincerely, Jodi Customer Support Silicon Solar 2917 State HW 7 Bainbridge, NY 13733 Ph: (607) 563-7865 Fax: (607)563-2449 www.siliconsolar.com" 06/03/2005: To: "Silicon Solar" : "Hello, The pump I received is NOT the pump I ordered. The pump on your web site is described as being 2" high by 3.5" wide, and comes with 10' of 3/8" tubing. I selected this pump based on the specifications on your site. The pump I received is 4.5" x 5" and 2.5" high. The instructions state that it does not come with any tubing. Unfortunately, there is NO way that I can use this pump. It is simply TOO big for the space in the fountain. Please issue an RMA and provide a return UPS label. I expect a full refund, including shipping, as this is NOT my fault. Thank you, Stephen This is the page from the following URL: http://www.siliconsolar.com/solar_waterfall_fountain_pump.htm" 06/07/2005: To: Silicon Solar, via their web site RMA form: "Reason for return: Invoice No. 13043, Order No. 14150422, Sale No. 7070, 5/30/2005. Wrong goods received. Item is not 04-1080 as ordered and invoiced.. Solar panel is 11.5" x 8" - should be 18" x 14" Pump is 4.5" x 5" x 3.5" - too big for my application. There is no tubing, and the instructions state this is not included. Pump is cheap East Asian - not Made in America. Kindly note I did not receive a return shipping label, just an invoice. You may replace this with the correct item provided you advise me accordingly within 24 hours, otherwise I expect a full refund of the amount paid. I have emailed twice about this, without any response. Really, your customer service does not match the claims on your web site." 06/08/2005: From: "Silicon Solar" : "Dear Customer, The unit you received is actually the Sun Flow unit. We will authorize and RMA number for you to return the upgraded PUMP ONLY, and send you an obsolete replacement pump of 2" high by 3.5" wide that you can use for your custom application. RMA 05-1430 2917 State HWY Bainbridge NY 13733 Once merchandise is returned (pump only), a replacement pump will be sent at no additional charge within 1-2 business days." 06/11/2005: To: "Silicon Solar" : "Hello, I am totally disappointed in the lack of customer service, not at all what I expected from the statements on your web site. Your response is entirely unacceptable. You did not send me what I ordered, even though you invoiced me for that item. At the very least I would expect you to contact me, before filling my order, to offer a substitute, not ship whatever you liked. Kindly refund my full purchase price, including shipping. This is not negotiable, as you have perpetrated fraud. I will gladly return the incorrect item upon receipt of a prepaid shipping label. My patience is wearing thin. I have tried in good faith to contact you many times, both by email and by telephone. I have received only two emails from you in almost a week, and your voicemail system, accessed multiple times during the course of a day, does nothing more than to refer the caller to your web site. I would appreciate this matter being resolved to my satisfaction without delay. Sincerely, Stephen D. Spratley" 06/10/2005: From: "Silicon Solar" [in reply to my email sent 06/03/2005 "The pump I received is NOT the pump I ordered"]: "Dear Valued Customer, Thank you for your inquiry. You need to summit a Return Autherization. Please don't hesitate to contact me with any questions you may have. I am in the office from 9AM-5PM EST, M-F. Invoice Number: Sincerely, Jodi Customer Support Silicon Solar" 06/10/2005: From: "Silicon Solar" [again in reply to my email sent 06/03/2005 "The pump I received is NOT the pump I ordered"]: "Dear Valued Customer, Thank you for your inquiry. You need to summit a Return Autherization. Please don't hesitate to contact me with any questions you may have. I am in the office from 9AM-5PM EST, M-F. Invoice Number: Sincerely, Jodi Customer Support Silicon Solar" 06/15/2005: From: "Silicon Solar" [again in reply to my email sent 06/03/2005 "The pump I received is NOT the pump I ordered"]: "Dear Valued Customer, Thank you for your inquiry.You need to go to support overview and summit a for a RMA# thanks. I can not do that for you. Please don't hesitate to contact me with any questions you may have. I am in the office from 9AM-5PM EST, M-F. Invoice Number: Sincerely, Jodi Customer Support Silicon Solar" 06/15/2005: From: "Silicon Solar" [no indication of what is being responded to, this is the ENTIRE email received]: "Stephen D. Spratley Be brief please so we may better assist you. Please address the initial issues so we may better resolve them. Thank you." 06/28/2005: From: "Silicon Solar" [presumably following their receipt of the pump, returned at MY expense ($12.00, including insurance and the return receipt required by VISA}]: "Dear Valued Customer, Thank you for your inquiry. We apologize for the inconvenience caused. Your return items have been received and a refund/exchange will be process within 5-7 business days. Please do not respond to this email, for all requests, please log onto www.siliconsolar.com and submit a customer support form for further information. This policy is used to expedite our customer responses. All return messages are not monitored and will not receive a reply. Sincerely, Adam Customer Support Silicon Solar" Latest development: On 07/06/2005 I received, by Priority Mail, yet another incorrect pump. According to the invoice, an inferior (compared to my $99.95 order) Aquajet selling for $69.95. No refund in sight. The shipment was refused, as will all future shipments from this rip-off artist. At this time I am down the original $110.76, plus $12.00 for return shipping and Priority Mail to my VISA provider. All the motivation I need to continue to report this fraudulent behavior to every authority with jurisdiction.

Quoted text is verbatim copy, except where noted. 05/30/2005: From: Silicon Solar Inc ; Order acknowledgement: "ORDER DETAILS: Item: 04-1080 Quantity: 1 Description: "Solar Fountain Plus Kit Designed after the many request for a pump that can be used not only for a fountain, but for constructing small to medium size waterfalls" Replacment Solar Pump: No Price (each): $99.95" Item 04-1080 is the Solar Fountain Plus. 06/03/2005: To: Silicon Solar Inc : "Hello, Please note that I specifically selected and paid extra for ground shipping via FedEx. My shipment was sent via UPS, against my wishes. Under the circumstances, I would appreciate a full refund of my shipping charges. Thank you, Stephen" 06/03/2005: From: "Silicon Solar" : "Dear Valued Customer, Thank you for your inquiry. We previously used a FedEx service, however we have bad experience with several packages being damaged. Please don't hesitate to contact me with any questions you may have. I am in the office from 9AM-5PM EST, M-F. Invoice Number: Sincerely, Jodi Customer Support Silicon Solar 2917 State HW 7 Bainbridge, NY 13733 Ph: (607) 563-7865 Fax: (607)563-2449 www.siliconsolar.com" 06/03/2005: To: "Silicon Solar" : "Hello, The pump I received is NOT the pump I ordered. The pump on your web site is described as being 2" high by 3.5" wide, and comes with 10' of 3/8" tubing. I selected this pump based on the specifications on your site. The pump I received is 4.5" x 5" and 2.5" high. The instructions state that it does not come with any tubing. Unfortunately, there is NO way that I can use this pump. It is simply TOO big for the space in the fountain. Please issue an RMA and provide a return UPS label. I expect a full refund, including shipping, as this is NOT my fault. Thank you, Stephen This is the page from the following URL: http://www.siliconsolar.com/solar_waterfall_fountain_pump.htm" 06/07/2005: To: Silicon Solar, via their web site RMA form: "Reason for return: Invoice No. 13043, Order No. 14150422, Sale No. 7070, 5/30/2005. Wrong goods received. Item is not 04-1080 as ordered and invoiced.. Solar panel is 11.5" x 8" - should be 18" x 14" Pump is 4.5" x 5" x 3.5" - too big for my application. There is no tubing, and the instructions state this is not included. Pump is cheap East Asian - not Made in America. Kindly note I did not receive a return shipping label, just an invoice. You may replace this with the correct item provided you advise me accordingly within 24 hours, otherwise I expect a full refund of the amount paid. I have emailed twice about this, without any response. Really, your customer service does not match the claims on your web site." 06/08/2005: From: "Silicon Solar" : "Dear Customer, The unit you received is actually the Sun Flow unit. We will authorize and RMA number for you to return the upgraded PUMP ONLY, and send you an obsolete replacement pump of 2" high by 3.5" wide that you can use for your custom application. RMA 05-1430 2917 State HWY Bainbridge NY 13733 Once merchandise is returned (pump only), a replacement pump will be sent at no additional charge within 1-2 business days." 06/11/2005: To: "Silicon Solar" : "Hello, I am totally disappointed in the lack of customer service, not at all what I expected from the statements on your web site. Your response is entirely unacceptable. You did not send me what I ordered, even though you invoiced me for that item. At the very least I would expect you to contact me, before filling my order, to offer a substitute, not ship whatever you liked. Kindly refund my full purchase price, including shipping. This is not negotiable, as you have perpetrated fraud. I will gladly return the incorrect item upon receipt of a prepaid shipping label. My patience is wearing thin. I have tried in good faith to contact you many times, both by email and by telephone. I have received only two emails from you in almost a week, and your voicemail system, accessed multiple times during the course of a day, does nothing more than to refer the caller to your web site. I would appreciate this matter being resolved to my satisfaction without delay. Sincerely, Stephen D. Spratley" 06/10/2005: From: "Silicon Solar" [in reply to my email sent 06/03/2005 "The pump I received is NOT the pump I ordered"]: "Dear Valued Customer, Thank you for your inquiry. You need to summit a Return Autherization. Please don't hesitate to contact me with any questions you may have. I am in the office from 9AM-5PM EST, M-F. Invoice Number: Sincerely, Jodi Customer Support Silicon Solar" 06/10/2005: From: "Silicon Solar" [again in reply to my email sent 06/03/2005 "The pump I received is NOT the pump I ordered"]: "Dear Valued Customer, Thank you for your inquiry. You need to summit a Return Autherization. Please don't hesitate to contact me with any questions you may have. I am in the office from 9AM-5PM EST, M-F. Invoice Number: Sincerely, Jodi Customer Support Silicon Solar" 06/15/2005: From: "Silicon Solar" [again in reply to my email sent 06/03/2005 "The pump I received is NOT the pump I ordered"]: "Dear Valued Customer, Thank you for your inquiry.You need to go to support overview and summit a for a RMA# thanks. I can not do that for you. Please don't hesitate to contact me with any questions you may have. I am in the office from 9AM-5PM EST, M-F. Invoice Number: Sincerely, Jodi Customer Support Silicon Solar" 06/15/2005: From: "Silicon Solar" [no indication of what is being responded to, this is the ENTIRE email received]: "Stephen D. Spratley Be brief please so we may better assist you. Please address the initial issues so we may better resolve them. Thank you." 06/28/2005: From: "Silicon Solar" [presumably following their receipt of the pump, returned at MY expense ($12.00, including insurance and the return receipt required by VISA}]: "Dear Valued Customer, Thank you for your inquiry. We apologize for the inconvenience caused. Your return items have been received and a refund/exchange will be process within 5-7 business days. Please do not respond to this email, for all requests, please log onto www.siliconsolar.com and submit a customer support form for further information. This policy is used to expedite our customer responses. All return messages are not monitored and will not receive a reply. Sincerely, Adam Customer Support Silicon Solar" Latest development: On 07/06/2005 I received, by Priority Mail, yet another incorrect pump. According to the invoice, an inferior (compared to my $99.95 order) Aquajet selling for $69.95. No refund in sight. The shipment was refused, as will all future shipments from this rip-off artist. At this time I am down the original $110.76, plus $12.00 for return shipping and Priority Mail to my VISA provider. All the motivation I need to continue to report this fraudulent behavior to every authority with jurisdiction.

Quoted text is verbatim copy, except where noted. 05/30/2005: From: Silicon Solar Inc ; Order acknowledgement: "ORDER DETAILS: Item: 04-1080 Quantity: 1 Description: "Solar Fountain Plus Kit Designed after the many request for a pump that can be used not only for a fountain, but for constructing small to medium size waterfalls" Replacment Solar Pump: No Price (each): $99.95" Item 04-1080 is the Solar Fountain Plus. 06/03/2005: To: Silicon Solar Inc : "Hello, Please note that I specifically selected and paid extra for ground shipping via FedEx. My shipment was sent via UPS, against my wishes. Under the circumstances, I would appreciate a full refund of my shipping charges. Thank you, Stephen" 06/03/2005: From: "Silicon Solar" : "Dear Valued Customer, Thank you for your inquiry. We previously used a FedEx service, however we have bad experience with several packages being damaged. Please don't hesitate to contact me with any questions you may have. I am in the office from 9AM-5PM EST, M-F. Invoice Number: Sincerely, Jodi Customer Support Silicon Solar 2917 State HW 7 Bainbridge, NY 13733 Ph: (607) 563-7865 Fax: (607)563-2449 www.siliconsolar.com" 06/03/2005: To: "Silicon Solar" : "Hello, The pump I received is NOT the pump I ordered. The pump on your web site is described as being 2" high by 3.5" wide, and comes with 10' of 3/8" tubing. I selected this pump based on the specifications on your site. The pump I received is 4.5" x 5" and 2.5" high. The instructions state that it does not come with any tubing. Unfortunately, there is NO way that I can use this pump. It is simply TOO big for the space in the fountain. Please issue an RMA and provide a return UPS label. I expect a full refund, including shipping, as this is NOT my fault. Thank you, Stephen This is the page from the following URL: http://www.siliconsolar.com/solar_waterfall_fountain_pump.htm" 06/07/2005: To: Silicon Solar, via their web site RMA form: "Reason for return: Invoice No. 13043, Order No. 14150422, Sale No. 7070, 5/30/2005. Wrong goods received. Item is not 04-1080 as ordered and invoiced.. Solar panel is 11.5" x 8" - should be 18" x 14" Pump is 4.5" x 5" x 3.5" - too big for my application. There is no tubing, and the instructions state this is not included. Pump is cheap East Asian - not Made in America. Kindly note I did not receive a return shipping label, just an invoice. You may replace this with the correct item provided you advise me accordingly within 24 hours, otherwise I expect a full refund of the amount paid. I have emailed twice about this, without any response. Really, your customer service does not match the claims on your web site." 06/08/2005: From: "Silicon Solar" : "Dear Customer, The unit you received is actually the Sun Flow unit. We will authorize and RMA number for you to return the upgraded PUMP ONLY, and send you an obsolete replacement pump of 2" high by 3.5" wide that you can use for your custom application. RMA 05-1430 2917 State HWY Bainbridge NY 13733 Once merchandise is returned (pump only), a replacement pump will be sent at no additional charge within 1-2 business days." 06/11/2005: To: "Silicon Solar" : "Hello, I am totally disappointed in the lack of customer service, not at all what I expected from the statements on your web site. Your response is entirely unacceptable. You did not send me what I ordered, even though you invoiced me for that item. At the very least I would expect you to contact me, before filling my order, to offer a substitute, not ship whatever you liked. Kindly refund my full purchase price, including shipping. This is not negotiable, as you have perpetrated fraud. I will gladly return the incorrect item upon receipt of a prepaid shipping label. My patience is wearing thin. I have tried in good faith to contact you many times, both by email and by telephone. I have received only two emails from you in almost a week, and your voicemail system, accessed multiple times during the course of a day, does nothing more than to refer the caller to your web site. I would appreciate this matter being resolved to my satisfaction without delay. Sincerely, Stephen D. Spratley" 06/10/2005: From: "Silicon Solar" [in reply to my email sent 06/03/2005 "The pump I received is NOT the pump I ordered"]: "Dear Valued Customer, Thank you for your inquiry. You need to summit a Return Autherization. Please don't hesitate to contact me with any questions you may have. I am in the office from 9AM-5PM EST, M-F. Invoice Number: Sincerely, Jodi Customer Support Silicon Solar" 06/10/2005: From: "Silicon Solar" [again in reply to my email sent 06/03/2005 "The pump I received is NOT the pump I ordered"]: "Dear Valued Customer, Thank you for your inquiry. You need to summit a Return Autherization. Please don't hesitate to contact me with any questions you may have. I am in the office from 9AM-5PM EST, M-F. Invoice Number: Sincerely, Jodi Customer Support Silicon Solar" 06/15/2005: From: "Silicon Solar" [again in reply to my email sent 06/03/2005 "The pump I received is NOT the pump I ordered"]: "Dear Valued Customer, Thank you for your inquiry.You need to go to support overview and summit a for a RMA# thanks. I can not do that for you. Please don't hesitate to contact me with any questions you may have. I am in the office from 9AM-5PM EST, M-F. Invoice Number: Sincerely, Jodi Customer Support Silicon Solar" 06/15/2005: From: "Silicon Solar" [no indication of what is being responded to, this is the ENTIRE email received]: "Stephen D. Spratley Be brief please so we may better assist you. Please address the initial issues so we may better resolve them. Thank you." 06/28/2005: From: "Silicon Solar" [presumably following their receipt of the pump, returned at MY expense ($12.00, including insurance and the return receipt required by VISA}]: "Dear Valued Customer, Thank you for your inquiry. We apologize for the inconvenience caused. Your return items have been received and a refund/exchange will be process within 5-7 business days. Please do not respond to this email, for all requests, please log onto www.siliconsolar.com and submit a customer support form for further information. This policy is used to expedite our customer responses. All return messages are not monitored and will not receive a reply. Sincerely, Adam Customer Support Silicon Solar" Latest development: On 07/06/2005 I received, by Priority Mail, yet another incorrect pump. According to the invoice, an inferior (compared to my $99.95 order) Aquajet selling for $69.95. No refund in sight. The shipment was refused, as will all future shipments from this rip-off artist. At this time I am down the original $110.76, plus $12.00 for return shipping and Priority Mail to my VISA provider. All the motivation I need to continue to report this fraudulent behavior to every authority with jurisdiction.

Quoted text is verbatim copy, except where noted. 05/30/2005: From: Silicon Solar Inc ; Order acknowledgement: "ORDER DETAILS: Item: 04-1080 Quantity: 1 Description: "Solar Fountain Plus Kit Designed after the many request for a pump that can be used not only for a fountain, but for constructing small to medium size waterfalls" Replacment Solar Pump: No Price (each): $99.95" Item 04-1080 is the Solar Fountain Plus. 06/03/2005: To: Silicon Solar Inc : "Hello, Please note that I specifically selected and paid extra for ground shipping via FedEx. My shipment was sent via UPS, against my wishes. Under the circumstances, I would appreciate a full refund of my shipping charges. Thank you, Stephen" 06/03/2005: From: "Silicon Solar" : "Dear Valued Customer, Thank you for your inquiry. We previously used a FedEx service, however we have bad experience with several packages being damaged. Please don't hesitate to contact me with any questions you may have. I am in the office from 9AM-5PM EST, M-F. Invoice Number: Sincerely, Jodi Customer Support Silicon Solar 2917 State HW 7 Bainbridge, NY 13733 Ph: (607) 563-7865 Fax: (607)563-2449 www.siliconsolar.com" 06/03/2005: To: "Silicon Solar" : "Hello, The pump I received is NOT the pump I ordered. The pump on your web site is described as being 2" high by 3.5" wide, and comes with 10' of 3/8" tubing. I selected this pump based on the specifications on your site. The pump I received is 4.5" x 5" and 2.5" high. The instructions state that it does not come with any tubing. Unfortunately, there is NO way that I can use this pump. It is simply TOO big for the space in the fountain. Please issue an RMA and provide a return UPS label. I expect a full refund, including shipping, as this is NOT my fault. Thank you, Stephen This is the page from the following URL: http://www.siliconsolar.com/solar_waterfall_fountain_pump.htm" 06/07/2005: To: Silicon Solar, via their web site RMA form: "Reason for return: Invoice No. 13043, Order No. 14150422, Sale No. 7070, 5/30/2005. Wrong goods received. Item is not 04-1080 as ordered and invoiced.. Solar panel is 11.5" x 8" - should be 18" x 14" Pump is 4.5" x 5" x 3.5" - too big for my application. There is no tubing, and the instructions state this is not included. Pump is cheap East Asian - not Made in America. Kindly note I did not receive a return shipping label, just an invoice. You may replace this with the correct item provided you advise me accordingly within 24 hours, otherwise I expect a full refund of the amount paid. I have emailed twice about this, without any response. Really, your customer service does not match the claims on your web site." 06/08/2005: From: "Silicon Solar" : "Dear Customer, The unit you received is actually the Sun Flow unit. We will authorize and RMA number for you to return the upgraded PUMP ONLY, and send you an obsolete replacement pump of 2" high by 3.5" wide that you can use for your custom application. RMA 05-1430 2917 State HWY Bainbridge NY 13733 Once merchandise is returned (pump only), a replacement pump will be sent at no additional charge within 1-2 business days." 06/11/2005: To: "Silicon Solar" : "Hello, I am totally disappointed in the lack of customer service, not at all what I expected from the statements on your web site. Your response is entirely unacceptable. You did not send me what I ordered, even though you invoiced me for that item. At the very least I would expect you to contact me, before filling my order, to offer a substitute, not ship whatever you liked. Kindly refund my full purchase price, including shipping. This is not negotiable, as you have perpetrated fraud. I will gladly return the incorrect item upon receipt of a prepaid shipping label. My patience is wearing thin. I have tried in good faith to contact you many times, both by email and by telephone. I have received only two emails from you in almost a week, and your voicemail system, accessed multiple times during the course of a day, does nothing more than to refer the caller to your web site. I would appreciate this matter being resolved to my satisfaction without delay. Sincerely, Stephen D. Spratley" 06/10/2005: From: "Silicon Solar" [in reply to my email sent 06/03/2005 "The pump I received is NOT the pump I ordered"]: "Dear Valued Customer, Thank you for your inquiry. You need to summit a Return Autherization. Please don't hesitate to contact me with any questions you may have. I am in the office from 9AM-5PM EST, M-F. Invoice Number: Sincerely, Jodi Customer Support Silicon Solar" 06/10/2005: From: "Silicon Solar" [again in reply to my email sent 06/03/2005 "The pump I received is NOT the pump I ordered"]: "Dear Valued Customer, Thank you for your inquiry. You need to summit a Return Autherization. Please don't hesitate to contact me with any questions you may have. I am in the office from 9AM-5PM EST, M-F. Invoice Number: Sincerely, Jodi Customer Support Silicon Solar" 06/15/2005: From: "Silicon Solar" [again in reply to my email sent 06/03/2005 "The pump I received is NOT the pump I ordered"]: "Dear Valued Customer, Thank you for your inquiry.You need to go to support overview and summit a for a RMA# thanks. I can not do that for you. Please don't hesitate to contact me with any questions you may have. I am in the office from 9AM-5PM EST, M-F. Invoice Number: Sincerely, Jodi Customer Support Silicon Solar" 06/15/2005: From: "Silicon Solar" [no indication of what is being responded to, this is the ENTIRE email received]: "Stephen D. Spratley Be brief please so we may better assist you. Please address the initial issues so we may better resolve them. Thank you." 06/28/2005: From: "Silicon Solar" [presumably following their receipt of the pump, returned at MY expense ($12.00, including insurance and the return receipt required by VISA}]: "Dear Valued Customer, Thank you for your inquiry. We apologize for the inconvenience caused. Your return items have been received and a refund/exchange will be process within 5-7 business days. Please do not respond to this email, for all requests, please log onto www.siliconsolar.com and submit a customer support form for further information. This policy is used to expedite our customer responses. All return messages are not monitored and will not receive a reply. Sincerely, Adam Customer Support Silicon Solar" Latest development: On 07/06/2005 I received, by Priority Mail, yet another incorrect pump. According to the invoice, an inferior (compared to my $99.95 order) Aquajet selling for $69.95. No refund in sight. The shipment was refused, as will all future shipments from this rip-off artist. At this time I am down the original $110.76, plus $12.00 for return shipping and Priority Mail to my VISA provider. All the motivation I need to continue to report this fraudulent behavior to every authority with jurisdiction.