09/07/2019
LoveSolarNotFeelinSunPower
Campbell, CA
I will start by saying the installation process with Sun Power was excellent. They installed the panels quickly and were very responsive. A 3.5 years later we need someone to come out and fix our system. I called on 8/26 and spoke with a very helpful customer support person. She walked me through some troubleshooting steps and we determined someone would have to come out to service our system. This is where things went downhill. I was told I would receive a call within 10 days to schedule an appointment for someone to come out and fix our system. I was assured that it would most likely be less than 10 days to receive this call. This was odd. Why can’t they schedule it on this first call? Anyway, I thank her for the attempt at fixing it and waited for the call. Fast forward to mid-day 9/6, day 10. No call, no email, no communication. So I call and speak with another customer service person. This person informs me that they ordered the parts to fix my system and that I would have to wait another two weeks before they could schedule an appointment. At this point I feel like I am getting the run around. No one mentioned anything about ordering parts. When I pressed him for more information about why I now have to wait potentially another 10 days for a scheduling phone call after waiting 10 days for a scheduling call that never came. He very condescendingly reiterated what he said about the parts. I thanked him for that info and hung up. We’ve been without Solar for 3 weeks now and SunPower doesn’t really seem to care. How do they know what parts they need if they haven’t come out to see what’s broken? Why can’t you make an appointment if you know what you need to fix and have parts? After reading reviews it seems that SunPower has turned into yet another Solar company that takes your money, puts panels on your roof and wishes you the best as they laugh all the way to the bank. Should have waited for the Tesla roof.