How do I explain how bad my experience was? I'll start from the beginning. Well, I saw several bad reviews on siliconsolar before I made my purchase, but their price was just too good. I broke what I needed into two orders, one real small to test them, and then if they proved "safe" I was going to place the second and larger order.
Needless to say, it has taken 7 months, countless phone calls and emails to get my money back. They kept saying they would fix the order, but they didn't. They then said they would give me a refund, but they didn't. Finally the fraud department at my bank refunded me my $332.88. So I paid interest on $332.88 for 7 months, because they sent a partial order that I couldn't use, and never finished anything they started.
In order to give you an idea of how much crap I had to go through, I'm attaching one of the email chains that went between me and the company. If you notice, at one point I even cc'ed every email address I could find for every employee at the company just trying to get somebody to respond.
I did remove my name from the emails, that's the only thing I changed. When you look at the dates, I want you to realize that my bank refunded me yesterday, 4-13, for this purchase. After the last email from them, they were several phone calls, including one from my bank's fraud department, which at that point I was guaranteed a refund within 7 days. I see how much their guarantee was worth...
Original Message
From: Silicon Solar Inc Customer
Sent: Monday, February 23 17:16
To: Me, Me E
Subject: RE: RMA 5619 shipping date for missing items (inv. 52663)
Dear Me Me,
We did receive your Rma and your refund will be issued shortly. You can contact Corey at 800-786-0329 ext 242 or by email {email removed} to get updated information about the status of your refund. If there is anything else I can help you with please feel free to contact me.
Thanks
Holly
Customer service
800-786-0329 x 208
{email removed}
Original Message
From: Me, Me E CTR NE Florida, N6
Sent: Monday, February 23 4:53 PM
To: Silicon Solar Inc Customer Service
Subject: RE: RMA 5619 shipping date for missing items (inv. 52663)
According to the tracking information below, the package was received by your company 10 days ago. I wrote the RMA number in bold letters on 5 different sides of the box. I also included in the box a copy of the email
in order to help ensure that the correct account was credited. Also attached to this email is a letter with the order summary.
About how much longer should this take until I can finally get a refund?
Tracking Number: 1Z V28 52R 03 3445 550 9
Type: Package
Status: Delivered
Delivered On: 02/13
1:11 P.M.
Delivered To: BAINBRIDGE, NY, US
Signed By: SMITH
Service: GROUND
Vr
Me Me
Original Message
From: Silicon Solar Inc Customer Service {email removed}
Sent: Monday, February 09 15:47
To: Me, Me E CTR NE Florida, N6
Subject: RE: RMA 5619 shipping date for missing items (inv. 52663)
Dear Me Me,
I apologize for the delay of the flanges and for any inconvenience that this has caused for you. I have reopened your Rma and you may Return the Pump back to us. Once its received back you will receive a refund.
Again I would like to apologize for the trouble. If you have any further questions or concerns I will be glad to assist you.
Thanks
Holly
Customer Service
{email removed}
800-786-0329 ext 208
Direct line: 607-216-9416
Fax: 607-604-4324
Original Message
From: Me, Me E CTR NE Florida, N6
[mailto: Me. E. Me@navy. Mil]
Sent: Monday, February 09 1:35 PM
To: {email removed}{email removed}{email removed}{email removed}
Subject: FW: RMA 5619 shipping date for missing items (inv. 52663)
Can I get a response from anyone at this company?
Original Message
From: Me, Me E CTR NE Florida, N6
Sent: Monday, February 09 13:28
To: Me, Me E CTR NE Florida, N6; 'Darla Van Ostrand'
Subject: RE: RMA 5619 shipping date for missing items (inv. 52663)
I have been more than patient at this point. I still have yet to receive the flanges, or an RMA # to return this purchase. If I can't get a response, I'm
contacting the BBB, and I'll leave a review on every website I can find as to my experience with this company. How much longer?
Me Me
Original Message
From: Me, Me E CTR NE Florida, N6
Sent: Monday, November 10 13:06
To: 'Darla Van Ostrand'
Subject: RE: RMA 5619 shipping date for missing items (inv. 52663)
I still haven't received any communication from your company. What RMA
number am I supposed to use to ship this item back?
Original Message
From: Darla Van Ostrand {email removed}
Sent: Friday, October 10 12:10
To: Me, Me E CTR NE Florida, N6
Subject: Re: RMA 5619 shipping date for missing items (inv. 52663)
Me, Me E CTR NE Florida, N6 wrote:
Darla
I think I've been more than patient, it will have been almost a month since I placed the order. I placed the order that far in advance in order to do the install myself on the one free weekend that myself and my help had available.
Now, I'm stuck with half of what I need, the other half on backorder. And half of the half that I have, will not work for my needs. After careful review, the pump that was sent has a one way valve, that was not advertised on your site, and will not work for my project.
Can I use the existing RMA number to return what parts I have received
So that I may get a refund?
Vr
Me Me
Original Message
From: Darla Van Ostrand {email removed}
Sent: Wednesday, October 08 11:23
To: Me, Me E CTR NE Florida, N6
Subject: RMA 5619 shipping date for missing items (inv. 52663)
Dear Mr. Me,
I spoke with a representative in our Returns/Exchanges department and she said the solar hot water equipment will be received by us (currently on backorder) and once we receive them we can ship out to you the missing equipment. We should be shipping these out tomorrow or
Friday.
I apologize for the inconvenience this has caused you and realize you had scheduled to complete this project this weekend.
Sincerely,
—
Darla Van Ostrand
Customer Service
15 Catherwood Rd.
Ithaca, NY 14850
1-888-solar11 (765-2711) x237
{email removed}
This e-mail is confidential and is intended solely for the use of the recipient (the part to whom it is addressed). This message may contain material protected by the attorney-client privilege. If you are not the intended recipient, be advised that you have received this e-mail in error and that any use, dissemination, forwarding, printing, or copying of this e-mail is strictly prohibited.
Dear Mr. Me,
I apologize for all the inconvenience and frustration you are experiencing.
I have turned this order and your request over to our Solar Hot Water
Customer Sales Dept.
Hana is the representative you should contact in the future regarding your order. Her direct extension is: 256
She may not be available until next week as she is currently working in the warehouse working to get all the SHW orders and partial orders out.
Sincerely,
Darla Van Ostrand
Customer Service
15 Catherwood Rd.
Ithaca, NY 14850
1-888-solar11 (765-2711) x237
{email removed}
This e-mail is confidential and is intended solely for the use of the recipient (the part to whom it is addressed). This message may contain material protected by the attorney-client privilege. If you are not the
intended recipient, be advised that you have received this e-mail in error and that any use, dissemination, forwarding, printing, or copying of this e-mail is strictly prohibited.
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