Solar Illuminations Complaint

solarilluminations says: (8 months ago)

 0

More than 99.9% of our customers have no problem at all with their purchase. Solar Illuminations doe not charge for warranty repairs. We would never do that. If a product is still in warranty and it is found to be defective it is repaired or replaced free of charge, under warranty. However, if a product is returned reported as ‘faulty’ and it is subsequently checked and tested and found to have no fault whatsoever, then the work conducted is chargeable. Rightfully so, when our technician can spend many hours checking and testing products that a customer claims to be ‘faulty’ when in fact there is nothing wrong with it whatsoever. Returns are rare. However, more than 80% of the returns that we receive back, reported as ‘faulty’ have no fault whatsoever. So why should Solar Illuminations throw good working products in the dumpster to fill more US landfill sites and pollute the environment further. That’s not our eco-policy. If there is nothing wrong with a product why shouldn’t Solar Illuminations be able to charge for the time spent verifying that there is nothing wrong with it and return it back to the customer in the exact same way it was received.
In this incidence, the customer was fully advised of the returns procedure (and had already signed to agree to our Returns Policy). This customer returned a product claiming it was ‘faulty’. It was checked and tested for over 2 weeks (many hours spent working in this). There was absolutely nothing wrong with it whatsoever. It worked 100% perfectly. This customer was charged $50 for technicians fee and was charged the return shipping. The amount of time spent (if we charged $75 p/h) would have been over $300. The $50 charge was cheap. At the end of the day, the customer was probably using the product incorrectly. That is not the fault of Solar Illuminations. The product was returned back to the customer in the exact same condition it was received. The customer did not contact us again therefore it is assumed the product is working properly and it was something they were doing wrong at their side, otherwise no doubt they would have been back in touch pretty quickly.
They then respond with a complaint with is totally untrue and exaggerated. Obviously annoyed that they had to pay a tech fee. That doesn’t warrant the right to complaint about us when the only complaint is with THEMSELVES and their OWN actions and their OWN doing. If bringing that to their attention comes across as being ‘rude’ then we are not sure how else to express it to them in any other way. If they take the time to factually explain to those ‘others’ they speak with in ‘Naples’, that they returned a product that there was nothing wrong with it and got charged for the time spent verifying that there was nothing wrong with it. Then, no doubt, those ‘others’ in ‘Naples’ will see that they were wrong and Solar Illuminations was right.
We serve and continue to serve many customers in Naples, SW Florida, Florida, all other US states and in fact the rest of the world (as we are, a global supplier, not just a Naples Supplier). We have seen no impact on reduction of sales from Naples or anywhere else in the world, so we can only assume your spitefulness did not work.
So, all in all, we are unable to agree with this customer's comments and while that may be his own personal opinion, it is not that of others. Complaints are rare. In fact we get 0.0006 complaints per customer, per year. An outstanding record, we think. To see a small handful appear here at this web site is obviously no reflection upon the shear volume of customer that we deal with annually and the volume of business that Solar Illuminations conducts on a global scale. Every company gets unhappy or dissatisfied customers from time to time, no matter how good the company is. There will always be customers out there who cannot be pleased or who are regular complainers. This web site will always attract way many more complainers than it does praisers. That’s the primary objective of this web site. You can’t please everyone!