Kostal Piko - unanswered emails.

SolarCity · Jul 10, 2012

I had a faulty DC switch on one of these recently. I've had no luck on the technical helpline so I sent them some emails instead.

Two days later and I've still had no reply.

Pathetic service and I thought I'd share this with you. Every day that I don't get this sorted means an extra day with an unhappy customer. Be warned.

whinmoor · Jul 10, 2012

Why not contact the supplier rather than the manufacturer?

SolarCity · Jul 10, 2012

The warranty is with the manufacturer so I thought they'd be the best to call. With this kind of issue I want things sorted quickly.

SRE · Jul 10, 2012

We usually go back to the supplier - that's who our contract is with and so far we haven't been let down, not that we've had to use it much. Might be worth a try...

Earthstore · Jul 10, 2012

As posted you should go to point of sale, that is who your contract is with.
It is a shame that the manufacturer has not replied though, but the rep who deals with your supplier would probably get things sorted though.

moggy1968 · Jul 11, 2012

The specific case that deals with this is that of Donnaghue vs Stevenson (can't guarantee the spelling there!) that established in English case law that your complaint should be taken to the person that supplied you, not the original manufacturer, as that is who your contract is with. It then follows the supply chain back through each company involved.
This is to stop, for example, one of your customers coming to you with a faulty panel and you saying 'hey, not my problem, you'll have to take it up with Zippy Doo Industries, or whoever the original manufacturer was, which would obviously be very unfair.