I was impressed by their web site assurances of "serving solar markets for more than seven years", "goal... Deserve the trust of our customers", "determined to combine honest helpful dealings with the best service", "long - term customer satisfaction", "knowledgeable and courteous customer service staff", and the clincher: "Webpage and Prices are Updated Daily".
I ordered an American-made (according to their web site) solar panel & pump, the Solar Fountain Plus, because its size and specifications fit my application, from Silicon Solar's web site, paid more by VISA for delivery by FedEx. The order shipped the following day via UPS.
When I complained about the incorrect shipper before the goods arrived, their response was a curt explanation that they no longer use FedEx, and their telephone number and hours of business. Essentially, so what if you paid more for a service we no longer use.
"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"
The item that arrived turned out to not be the one I ordered or was invoiced for. The only identification on the box, parts or instructions is a QC sticker which, together with the language of the instructions, indicate an origin remote from the USA. The pump is about twice the required size, and therefore quite useless to me, and the solar panel is substantially smaller than the description for the Solar Fountain Plus.
I emailed them again promptly after receiving the order last Friday. Further emails, including my use of web site contact forms were ignored until Wednesday night, when they admitted shipping a different unit than I ordered. I was given an RMA for just the pump.
"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."
The size of the solar panel I rceived does not match their online description for the Sun Flow unit, either.
Calling by telephone (not toll-free), on more than one occasion during Jodi's office hours, got us to a voice response system which eventually refers one back to their web site!
I am not a happy camper. I have yet to see the claimed customer support or after sale service, or an explanation of how "Webpage and Prices are Updated Daily" resulted in me be able to order an apparently "obsolete" item. They have ignored my requests to do the right thing and refund my full purchase price.
I have done all I can do - handed this over to my credit card company. Next step is to write the NY State Attorney General.
Caveat Emptor!
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