Is Silicon Solar Ripping Off Its Customers, Or Is It Just Incompetent?
Update: company co-founder Matt addresses some of the accusations in a comment below. Why are there so many complaints online about Silicon Solar? One customer, Dennis, told us how he was lied to by a salesman, then strung along by a woman in customer support until the 14-day return period had expired. A quick Google search turns up dozens of similar stories about being treated badly by customer service, receiving products that don't work as advertised, and never being given the RMAs necessary to send items back. Writes one reviewer on DavesGarden.com, "I can't express the anger and frustration I felt when dealing with this company."
Dennis and his wife sent this letter to Silicon Solar last December in an attempt to resolve their problems.
1 December 2008
Mr. Adam Farrell, President and CEO
Silicon Solar Inc.
Corporate Headquarters
15 Catherwoord Rd.
Ithaca, NY 14850Dear Mr. Farrell:
On October 15th, 2008 I purchased an 18-volt solar fountain pump system through your company’s web site. At the time of purchase I was told by the salesperson that I could add a battery to the system I purchased if needed.
After a few days of trial, I realized that a battery would be required; so I called your customer service department, spoke with Corey, and requested a battery. I was then told that there was none available for my system because I had been sent an “out of production model,” but that one could be modified to fit my system. After hearing nothing for another week, I called again and, after yet another week, was sent a battery pack for a 6 volt system that would not work.
When I called again today, Corey told me that the only person who knew how to modify a battery pack to fit my system was no longer with the company so I was out of luck. Moreover, she added that since I was beyond the 14 day return period and, notwithstanding my repeated efforts to resolve the situation within that period, I could no longer return the “out of production model” delivered to me.
Since I relied on representations made by an agent of your company when entering into this transaction, and since these representations have proven false with the result that I now have a product that does not meet my expressed needs, and since the 14 day return period expired as a result of these misrepresentations and delays caused entirely by Silicon Solar’s lack of timely and accurate response, I ask that Silicon Solar refund my $301.12.purchase price. In light of my experience with your company, I will return the system I have as soon as I receive the refund.
Please reply within 10 days of the date of this letter. Thank you for your prompt attention to this matter.
Dennis says they never heard back from Silicon Solar:
We never received a response of any sort from the company. We also stopped payment through our credit card company and filed a protest with them. We recently received notice that our appeal had been denied and that we would have to pay for the solar pump even though it is completely useless.
And check out these stories from other angry customers:
On DavesGarden.com, lucalue says she paid via PayPal and never received anything from the company, although they listed a shipping date and shipping number on their website. She contacted the shipping company and was told that the number was invalid and there was no record of the shipment. (There's a similar story on Complaints.com.)
Foldedstar and CaliforniaDude both say their batteries either arrived in nonworking condition or failed within months, and were told that there was no warranty on batteries.
Several people report receiving shipments with items missing, and describe problems with getting the missing items replaced.
On ComplaintsBoard.com, Ian says he never received all the parts of his order, despite several attempts to communicate with the company.
So, what's going on? On RipOffReport, a customer complains that her PayPal refund wasn't processed, and that the Silicon Solar employee she spoke with told her it was impossible to get anything done with PayPal. That refund eventually came through, according to her update. We think this might be a case of a company with a couple of screw-ups on staff who can't process refunds or returns, or maybe they're trying to move shoddy merchandise and can't afford the related high volume of returns.
At any rate, if you're looking for solar-powered fountains or other solar equipment, you might want to look elsewhere.
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Comments:
They should go to one of those mega-battery stores, and have them fabricate a battery for them.
I've used the BBB in the past to straighten dense companies out in the past. Sounds like a quick BBB case is needed.
I had a similar experience. I purchased a solar water fountain pump setup, after I received it, I put it inside the fountain, immediately the pump worked then stopped working. I called SS to find a solution, and maybe exchange the faulty pump, the person on the phone said once I placed the pump in the water I could no longer return the item. So how can I find out if the device if faulty without testing it in water? He said he did not know and hung up. Last purchase I will ever make with them, terrible company.
@sleze69: It's a shame that something like trying to take care of the enviroment and taking personal responsibility is a fad. But I agree with you.
This company won't be around for long. I feel for the people who've been had, but with this kind of reputation floating around the internet this business is doomed.
At least I hope.
Sounds like a "shady" outfit...
I love solar product, actually. When I was a kid, my parents had a solar heating system for the pool; the problem was, if you didn't run the water constantly thru it, the water would boil, the plastic would melt at the joints and it would leak (we came home once to a waterfall off the roof). The biggest problem was the 120 degree F scalding water that typically came through the pipes into the pool...
I'll keep the "sounds like" train moving along with this:
Sounds like a job for the BBB and/or small claims court.
The bottom line is, these customers were lied to, given empty promises, and underperforming or non-functioning products. They were strung along until the ridiculously short 14-day return window was up, and then denied any recourse. I seriously doubt these problems are the work of a small number of shady employees, even if this is a small outfit. The fact that a letter to the CEO was never answered reveals that the incompetence, ignorance, apathy, and shadiness extends straight to the top of the company.
@sleze69:
The "green craze" is hardly a fad. Its been around since hippie days (if not before). Too bad this company is the pits tho.
I sincerely apologize for the bad experience that you have had with our company. At the time of your issues with your merchandise, we were experiencing difficulties with our phone service, therefore resulted in miscommunication between departments and customers. Also when your order was being prepared, the person who had the knowledge of converting the night pack, was unavailable and we did not have anyone else whom had the knowledge of the items needed to make the battery backup. I deeply apologize for the length of the time getting back to you to resolve the issues. We were having many issues with our former water pumps, as of December 12, 2008, we remodeled them, and upgraded to our current pump, which is free from defects, and issues. We would like to take care of this issue, as we greatly appreciate the business we have with you. If you would kindly forward your invoice number to our customer service department, we will take care of this. Since your problems you had, incurred with our company we have reorganized our phone system, to a Linksys phone system. I hope that in the future we can still do business with you. We appreciate any problems and concerns that you have to be brought to our attention promptly. If there is anything that we can do in future for you please contact us at corey.b@siliconsolar.com. Also if anyone else has experienced similar issues, please contact me and I will be more than happy to assist you.
That is one fantabulous complaint letter.
Do everyone on the "sounds like" train one better:
BBB, small claims, your state's attorney general!
Seriously, though, BlackMage is doing the Time Warp agaaaaaaain!!! suggestion for small claims is smart -- you'll probably end up with a default judgment because nobody from the company will show.
Not necessarily.
Businesses are free to completely ignore BBB letters or rulings. Case in point: A complaint about a refused air mattress return. Walmart summarily ignored two letters to them about the problem, and proceeded to ignore another two letters from the BBB. They did not even bother to give their version. Now the store has an unsatisfactory rating with the BBB because of this, but I guess when you are Walmart you don't care.
Needless to say, I have been seriously limiting my purchases there, which has cost them much more than the air mattress refund.
@Brian Housewert: I've learned that if the company selling the pumps doesn't give you exhaustive information on all the ways in which your water can ruin your pump (generally by clogging it), it's lying through its teeth.
@ShibaniCaballa: I'm not sure you should be proud of a "Linksys" phone system, as they don't make one. This was clearly an issue with your workers, not your phone system.
I had a problem with them way back in 2006, and same thing, the solar pumps don't work as they say... not even close. I was able to return it for a refund, after numerous unanswered phone calls, and eventually someone snapping at me on the other end saying "We're a web company, we don't answer the phone!"
I smell a rat
@ShibaniCaballa: So, everyone who buys from you is going to have to get their issues resolved by having their problem posted on a major, high-traffic website devoted to consumer protection? No, thanks.
@ShibaniCaballa: Oh, and your new product is "free from defects and issues?"
I work in IT in an engineering firm. NO product is "free from defects and issues." I bet your engineering department would be thrilled by your faith in them, but reality does not work that way.
Shorter: "Blow some more smoke up my butt, sugar, I'm not feeling the buzz yet."
@BrazDane: And in my area BBB, the roofers who had a drunken employee spontaneously appear on my roof one Sunday are graded A+. Yes, they're members. Caveat emptor.
@ScottRose: (yawns and disinterestedly makes an comment about the next person saying "shenanigans" getting pistol-whipped)
"We recently received notice that our appeal had been denied and that we would have to pay for the solar pump even though it is completely useless."
A chargeback cannot be denied. No matter what happens, you do not pay for the item. You do not pay the merchant. You do not pay your credit card company.
Your credit card company can refuse to chargeback the merchant. But then your dispute is with the credit card company rather than the merchant. You still don't pay them.
I want to personally apologize and assure that we have identified and have been working to address past and current issues regarding customer service with our company. Silicon Solar Inc started by designing and manufacturing solar energy products in an industry that was growing at an exponential rate. During these times we experienced several growing pains like many companies who are small and starting out. As a result of these growing pains, our customers service was below both my own and the company’s expectations. Over the years we have worked to improve our customer service and ensure that our customers are receiving the most value in both their product and the service they receive, yet there is still room for improvement. Our company was founded as a product based company and as a goal and mission for 2009, we are shifting our focus toward a value added company that is determined to offer additional values to our customers through service. We accept that there have been issues in the past and are working honorably to ensure that all of our customers (current and past) are serviced and provided with answers to some of their unanswered questions or service requests. A successful business learns from its mistakes and being able to accept their mistakes and prevent them from happening again. There are no excuses for lack in customer service and this is why in 2009 it is our mission to ensure that we provide our customers with the highest level of service. I want to let our customers and readers know that we are here to help and ensure that every one of our customers is taken care of. If anyone has questions regarding Silicon Solar or any outstanding issues with an order or services not rendered, please don’t hesitate to contact me directly on my mobile phone number at 607-339-9348 or email matt08 “at” siliconsolar.com. Sincerely, Matt Farrell COO, Co-Founder
Greetings,
I want to personally apologize and assure you that the point has been made on our past problems with our customer service and product quality issues.
When we started Silicon Solar and started designing and manufacturing products for several different product lines with uses in solar energy, we grew at an exponential rate. At this time period, our business was a garage business running through the limited growing constraints during our school and college career. In 2007, finally, we were free and available to change our focus from a product manufacturing business to a customer service base industry. Now with both myself and Adam having focus directly with customer service, we have changed our infrastructure night and day with customer service staff, support systems, and better product information. Now I know that this does not cover for the lack of communication with our high demand for our solar innovative energy products and our product defects in the past but I can assure you that we have eliminated a few major contingencies with our past related problems.
1. Phone System: We have had every problem in the book with our phone systems, until December 20th 2009 where we dropped a very high cost phone system and backed into a more simplistic version with Linksys that has eliminated our communications issue.
2. Solar pump systems: We had a high rate of return on pump systems, after a thorough product test we have upgraded our pump system and have a less than 2% return rate on manufactured defects.
We understand that this letter will have little effect for those use to skeptical criticism, but for any of you reading, please don't hesitate to contact me directly with any constructive feedback on product and services from our company so we may better show that we have put these issues in the past and have move forward to a better customer service and product quality company. You may reach me anytime at 607-339-9348 or email me to share your constructive thoughts and suggestions at"matt08"@siliconsolar.com or call me at 607.339.9348.
Sincerely,
Matt Farrell
Co-Founder
COO
If you have ever looked up this company you would see they have had the same lame excuses for the past 3 yrs or more. "its the phone system", " we are reorganizing", " we have growing pains". Check out other complaint sites like www.ripoffreport.com were you can see the pattern of deceit. It is only a matter of time before this bogus company is solar dust.
I was an affiliate for them. I could no longer find the affiliate section on their website to log in. I emailed them 4 times to no avail. I saw this blog and decided to email Matt personally. Guess what? No reply. So I guess they are keeping my affiliate earnings. So they are ripping off their affiliates as well.
DO NOT BUY A THING FROM SILICON SOLAR! This company should be shut down by the authorities for fraudulent practices. The owners are two snot nosed, egotistical "kids" about 25 & 28 years old. They abuse their employees and rip off their customers with a cockiness that is unbelievable. The reason they are constantly reorganizing is because they can't keep an employee longer than a few months at a time. Your deposits are being used to line their pockets for personal adventures or to pay anything other than ordering what you you have blindly deposited on. They will tell you that the supplier/manufacturer is behind. Fact is, they haven't even placed your order with them and have used your money for their needs. They have an unbending and strict return policy that is almost impossible to take benefit of. The phone problems come from an owner that thinks he can fix anything and is too cheap to call in a service tech.
All of this has been the same since they have been in business. Nothing has changed. This information is first hand from an inside source. Save your money, this company will never change.
Trust your money to a reputable company, Silicon Solar is definitely not one!
I gave up on Silicon Solar a couple of years ago. No responses to emails, no phone calls answered (same story then, phone system problems), incompetent staff when someone DID answer the phone, missing parts in orders (never were sent), pumps that stopped working after weeks, and the list goes on. My advice, find another provider.
I am looking for a source to purchase solar motion detection security lights. After reading the comments from former custiomers that have been ripped off by this company, I will continue my search. Any referrals will be appreciated.
This company’s customer support policy has NOT improved! I ordered a HP-300FX High Output Solar Pump Kit with the "Night and Day Power Pack". The unit would only function directly connected to the solar panel, not with the "Power Pack". After checking the wiring in the "Power Pack" I discovered there was a diode (one way gate for electric current) that was not installed correctly. I called Silicon Solar and explained the problem. They didn't believe me. I emailed diagrams along with photographs showing a voltmeter attached to the unit and that it could not possibly function properly in its present configuration. They still didn't believe me. I rewired the diode correctly and it has been working ever since. But the story does not end there. I should have learned something from my previous experience:-( Doh. I ordered a SunMaxx 20 hot water solar array from Silicon Solar. It arrived with no obvious damage. I finished installing the unit the middle of February 2009 and noticed a slight white discoloration at the bottom of one of the tubes. Now for the real story: I called customer support and was put on hold for 15 minutes, after which time I was given the option of leaving a voice message. WHAT? I did not leave a message. I continued trying to reach a real person over the next several days. I finally reached a real person. Here is the transcript: ME: I’m calling about a defective evacuated tube. CS: Please describe the damage. ME: I noticed a slight white discoloration at the bottom of one of the tubes when I removed it from the box it was shipped in. We had an ice storm shortly after finishing the installation. The following day was sunny and the discolored tube was the only one the ice had melted off of. I measured the exterior temperature with a hand held infrared meter and discovered the discolored tube was 20 degrees warmer than the adjacent tubes. CS: The evacuated tube is defective. I see by your invoice that you ordered this a while ago. You have to report damage within 24hrs of the shipment arriving. ME: What? You did not supply any information on how to evaluate the condition of the tubes on arrival. There was no obvious damage. How was I supposed to know that a slight discoloration was a fatal defect? CS: We have since changed our policy to include information on what to look for upon arrival of the shipment. ME: So will you replace the tube? CS: Please email me a picture. If we approve the replacement, we cannot ship a single tube. We only ship four tubes at a time. We may give you a credit for one tube. Then you would then have to order four tubes, get credit for one and pay for the other three, plus shipping. ME: What? You can’t send a single tube? CS: I see that you are not far from our factory. Perhaps one of our drivers could drop one tube off if you are approved for a replacement. We will get back to you in a few days. End of transcript. I did not damage this tube. This is not what you would expect from a company that has a ”mission to ensure that we provide our customers with the highest level of service.” I have been running service companies for over 30 years. I wouldn’t dream of treating a customer this way. If I did, I would have been out of business in short order. The SunMaxx 20 cost me $750. There are 20 tubes, a manifold and aluminum framework. I would guess that the tubes are worth $30 each. That leaves $150 for the manifold and frame. And that’s at retail rates. You would think that for $30, they would see the value in customer satisfaction. I will be posting more about this on YouTube and this forum when I know more.
I agree withe the complaints about Silicon Solar as being a shoddy Operation..I also was defrauded by Silicon Solar and Lied to by their employees the Owners should go to Jail for Fraud and the Company Shut down..Alas I reported Silicon Solar to the Better Business bureau to no avail..Better to stay away from Silicon Solar the Sun will never Shine on the Shady Company or their Products...I am Appauled by these Criminals How can yoy tell when they are lying? Their Lips are moving..
The Legend
"or maybe they're trying to move shoddy merchandise and can't afford the related high volume of returns."
As with every craze/fad, there will be charlatans who will take advantage of trusting people jumping on the bandwagon. Why should the current "green" craze be any different.
Thanks for the head's-up on this company, Consumerist.