JS
Jackie S
1 reviews | Active since May 2023
09 May 2023, 15:35
Horrible After Sales Service
Do not use this company. We installed a R300K system and have been experiencing constant problems - they do not take your phone calls and when complaining about bad service levels, they just say that they are busy. We paid R64K for an extension on the system and due to bad service and that they cannot install the system as per our agreed deadline, we cancelled the order and asked for a refund. They only refunded us R40K. We will be taking this matter further legally.
Helpful (0)
Replies (2)0
Replies (2)
AM Solar's replyOfficial
05 Sept 2024, 16:05Dear Jacky,
I would like to clarify the events surrounding your experience with AM Solar.
Our company typically does not operate over weekends, but we made an exception during your original installation to accommodate your tight timeline, ensuring everything was completed before you and your family went on holiday over the Christmas period. Despite the complexity of the installation, including the challenging steelwork required to mount the solar panels, we pushed hard to meet the deadline, and the installation was successfully completed on time.
When your system experienced a technical fault over a weekend, I personally responded to your message at 10 p.m. on a Saturday. While I informed you that we would address the issue remotely if possible, I also mentioned that we could arrange an on-site visit on Monday if necessary. The issue was successfully resolved via remote monitoring, but when we communicated that we could only come to the site on Tuesday due to prior commitments, you expressed dissatisfaction and ended our relationship.
While I understand your frustration, I believe AM Solar provided prompt and attentive support, even outside our normal operating hours. Your decision to cancel the planned extension of your solar system was respected, and we fully refunded you for the additional panels a few days later.
I do feel that the expectation for 24/7 support from AM Solar is somewhat unfair, as we are not structured for round-the-clock service, nor are most solar companies. That said, we now offer a 24/7 service option under a Service Level Agreement (SLA), which we would be happy to provide should you need this level of support in the future.
Thank you for your understanding.
Best regards,
Alastair Armstrong (Elec. Eng.)
COO, AM Solar - Professional Solar Solutions
I would like to clarify the events surrounding your experience with AM Solar.
Our company typically does not operate over weekends, but we made an exception during your original installation to accommodate your tight timeline, ensuring everything was completed before you and your family went on holiday over the Christmas period. Despite the complexity of the installation, including the challenging steelwork required to mount the solar panels, we pushed hard to meet the deadline, and the installation was successfully completed on time.
When your system experienced a technical fault over a weekend, I personally responded to your message at 10 p.m. on a Saturday. While I informed you that we would address the issue remotely if possible, I also mentioned that we could arrange an on-site visit on Monday if necessary. The issue was successfully resolved via remote monitoring, but when we communicated that we could only come to the site on Tuesday due to prior commitments, you expressed dissatisfaction and ended our relationship.
While I understand your frustration, I believe AM Solar provided prompt and attentive support, even outside our normal operating hours. Your decision to cancel the planned extension of your solar system was respected, and we fully refunded you for the additional panels a few days later.
I do feel that the expectation for 24/7 support from AM Solar is somewhat unfair, as we are not structured for round-the-clock service, nor are most solar companies. That said, we now offer a 24/7 service option under a Service Level Agreement (SLA), which we would be happy to provide should you need this level of support in the future.
Thank you for your understanding.
Best regards,
Alastair Armstrong (Elec. Eng.)
COO, AM Solar - Professional Solar Solutions
AM Solar's reply05 Sept 2024, 16:05
Official
Dear Jacky,
I would like to clarify the events surrounding your experience with AM Solar.
Our company typically does not operate over weekends, but we made an exception during your original installation to accommodate your tight timeline, ensuring everything was completed before you and your family went on holiday over the Christmas period. Despite the complexity of the installation, including the challenging steelwork required to mount the solar panels, we pushed hard to meet the deadline, and the installation was successfully completed on time.
When your system experienced a technical fault over a weekend, I personally responded to your message at 10 p.m. on a Saturday. While I informed you that we would address the issue remotely if possible, I also mentioned that we could arrange an on-site visit on Monday if necessary. The issue was successfully resolved via remote monitoring, but when we communicated that we could only come to the site on Tuesday due to prior commitments, you expressed dissatisfaction and ended our relationship.
While I understand your frustration, I believe AM Solar provided prompt and attentive support, even outside our normal operating hours. Your decision to cancel the planned extension of your solar system was respected, and we fully refunded you for the additional panels a few days later.
I do feel that the expectation for 24/7 support from AM Solar is somewhat unfair, as we are not structured for round-the-clock service, nor are most solar companies. That said, we now offer a 24/7 service option under a Service Level Agreement (SLA), which we would be happy to provide should you need this level of support in the future.
Thank you for your understanding.
Best regards,
Alastair Armstrong (Elec. Eng.)
COO, AM Solar - Professional Solar Solutions
I would like to clarify the events surrounding your experience with AM Solar.
Our company typically does not operate over weekends, but we made an exception during your original installation to accommodate your tight timeline, ensuring everything was completed before you and your family went on holiday over the Christmas period. Despite the complexity of the installation, including the challenging steelwork required to mount the solar panels, we pushed hard to meet the deadline, and the installation was successfully completed on time.
When your system experienced a technical fault over a weekend, I personally responded to your message at 10 p.m. on a Saturday. While I informed you that we would address the issue remotely if possible, I also mentioned that we could arrange an on-site visit on Monday if necessary. The issue was successfully resolved via remote monitoring, but when we communicated that we could only come to the site on Tuesday due to prior commitments, you expressed dissatisfaction and ended our relationship.
While I understand your frustration, I believe AM Solar provided prompt and attentive support, even outside our normal operating hours. Your decision to cancel the planned extension of your solar system was respected, and we fully refunded you for the additional panels a few days later.
I do feel that the expectation for 24/7 support from AM Solar is somewhat unfair, as we are not structured for round-the-clock service, nor are most solar companies. That said, we now offer a 24/7 service option under a Service Level Agreement (SLA), which we would be happy to provide should you need this level of support in the future.
Thank you for your understanding.
Best regards,
Alastair Armstrong (Elec. Eng.)
COO, AM Solar - Professional Solar Solutions
AM Solar's replyOfficial
05 Sept 2024, 16:21Also Jackie... it is not true. Your system has had no problems other than that single fault.
Best regards,
Alastair Armstrong (Elec. Eng.)
COO, AM Solar - Professional Solar Solutions
Best regards,
Alastair Armstrong (Elec. Eng.)
COO, AM Solar - Professional Solar Solutions
AM Solar's reply05 Sept 2024, 16:21
Official
Also Jackie... it is not true. Your system has had no problems other than that single fault.
Best regards,
Alastair Armstrong (Elec. Eng.)
COO, AM Solar - Professional Solar Solutions
Best regards,
Alastair Armstrong (Elec. Eng.)
COO, AM Solar - Professional Solar Solutions