Complaint from customer

[SolarCity]

We've had a bit of a strange one over the last couple of days.

We installed a system using the cruciform method as wanted to mount the panels in landscape and this was the only method that we could use. Customer was informed that this would raise the system a little further off the roof than we would normally like but that this was our only choice.

Had a phone call yesterday from the customer saying that he wasn't happy with the way we had installed it and would I go and see him. Which I did. I spoke to him and it turned out that his plumber (!) had told him that we had installed our system incorrectly and that there was no reason to use the system that we had. He had advised our customer to visit one of the sites he had installed on to show him how it should have looked. It turned out that the panels used on this other site were black framed and obviously that would make them look a lot better but the real issue was that these panels had been clamped on the ends of the panels. I explained that some panels allowed this but the ones we installed couldn't be mounted that way without invalidating the warranty. I showed him the details of the panels this morning and he was have convinced him that we haven't just bodged the install and that we had reasons for installing in the way we did.

So I went to take a look at this other site this afternoon to have a nose at this plumber's install - only to be greeted with the unmistakable sight of a landscape array of Sanyo 250w panels; all of which were installed in such a way that invalidated the warranty.

So... do I knock on the door and explain that these panels have been installed incorrectly... or.... do I just accept that he was genuinely looking out for the customer and that he just got his wires crossed.

 

[Gavin A]

I'd ask for his details, point out his mistake to him and ask that he keeps his nose out in future lest it comes back to bite him.

 

[SRE]

Confused .... plumber installing pv?????

I had this dilemna and decided to keep out of it but still think I should have done something about it. I'd highlight a copy of the fixing instructions and post it annonymously to the customer. Saves an argument with the installer and keeps the customer informed - if they chose not to do anything about there's not a lot you can do. If the plumber is a decent installer and it's a genuine mistake he'll only be too pleased to put his mistake right.

 

[solarsavings]

Water off a ducks back. Doesn't matter how well you do your job there will always be someone else ready to say it should have/he would done it a different way. Do you honestly think you would be thanked for telling someone they have had a s h i t job done? Why someone would want to satrt policing other peoples work is beyond me.

 

[grandfortune]

m8 if the plumber had anything to do with that install, id find out who he was and have pleasure in telling him face to face and defiantly tell the people who have the system, he may change it as we all assume he wont be about for long and then the customer cant do anything about it with him(plumber guy).