I signed a contract in late April with Axia/QCell, and finally installation started 23/July, but it is still not done. The installer left without hooking up the garage door on the 'battery backup circuit', and there is a red light flashing on the battery panel too.
In the last 2-3 weeks, The install coordinator was down-sized out, the first salesman left also without one word, the 2nd salesman lasted just a few days longer than the installation coordinator, and now the 2nd installation coordinator is not picking up phone/email/or texts, so I have to consider he's been 'down-sized' too. Also his boss is not picking up his messages. I must consider he also been down sized. Who am I supposed to work with for resolution and connection to the grid?
Consider them going out of business, disorganized, without institutional integrity, without ability to respond to customers and making excuses on a daily basis.
This is kind of what I got in the last days....
Me: Sounds like you are going out of business. I've lost 2 sales people in a row and now the first service person (Ruby) is 'absent'.
This sounds like rats leaving a leaking ship, not like a company that has their act together.
I picked Axia/Q-Cell as the 'best choice' over Sunrun, and you are showing me I made a huge mistake each and every day the system is flashing red light and work is incomplete and without a timetable for resolution, much less getting to being added to the electric grid
Axia: The feedback is noted.
Me: No dates or promises were made, and given the sorry history, I have little faith, as I've heard this before from Ruby, Dannon, Rebecca, etc.. And with each 'regime change' it's back to the drawing board, and 'here we go again'.
I need hard dates and promises kept.. Am I going to get that? Recent history would predict that is not going to be the case. Until you have that, and step up to the plate, nothing has changed, and 'help' is an illusion and professionalism a joke, with corporate just juggling numbers for the bean counters and walking rough shod over customer contract obligations.
Axia: You're right, that is an understandable concern and frustration. Thank you for the opportunity for us to help make it right. I'll connect with JT and ensure we get things firmed up and completed. I am looking forward to our call together on Thursday
Me: Axia has blown a lot of opportunities to 'make this right'. Make sure this is 'firmed up' before the call.
In particular the flashing red light, and also that the garage door and computer/wi-fi is are on the 'protected circuits' as I originally asked to the installer (his error) is done before that call. Weeks have gone by without these basic corrections already or dates for correction.
Me: Tommy, I have left phone, email, and text messages to JT this afternoon. Why is he not responding? The last call was yesterday ~2:30pm to ask if a certain date was acceptable for rectifying the installation issues so far.
I confirmed it was fine and asked (understandably) for a time of date.
He promised he would be in touch. Has he been fired too since yesterday?
He's had over 24 hrs to get back to me, and now nothing at all.... What is going on?
No answer to this, so now thinking this guy is also fired / down sized and for a company that I thought was top pick in the solar industry.
If they don't want the business, or can't handle it, or want to exit the solar industry, they should just say so, rather than dragging me into their internal mess. I signed up as a customer in good faith read more