SolarHome.org – abysmal service

I’m researching solar technology. In my cyber travles I came across SolarHome.org. I spent some time on their site, it seemed big on sales technique small on useful information, but I compared some prices nonetheless.

Having found a potentially good deal, I took the time to write to them. I used the technical questions form on the site. Almost immediately, I received an auto-reply:

Thank you for contacting SolarHome.org Due to the volume of technical questions we have recently recieved we are unable to assist you. Please utilize the following free resources and again we apologize for not being able to help.

The message went on to link to the forum they operate and suggested I ask my question there. Feeling strong rage, I decided to call them and ask why the “contact our tech people” feature still existed on the site, if they did not, in fact, answer questions.

Their supposed “customer service” telephone number kept me on hold for a minute or two and then dropped me onto voicemail.

Next I wanted to email them, until I read this on the contact page:

We read every email we receive and follow up promptly if there is a match. Due to the quantity of inquiries we receive, we’re afraid we cannot answer emails for which there is no match.

WTF? A company that apparently doesn’t want to hear from me. Outrageous.

I’ll choose to give my business to Affordable Solar, Ben’s Discount Supply, or one of the many other solar equipment retailers.

9 thoughts on “SolarHome.org – abysmal service”

  1. I received a link to this post and wanted to follow up directly as a customer service manager for this website. First, our forum is a great resource for individuals looking for free technical advise. You indicate being directed there filled you “with rage” even though this is a free and valuable service that is utilized by thousands of members. We have paid moderators and engineers standing by to address questions from customers or non-customers to help with these questions. In terms of useful information, we have a full learning center on the site, but the site is a store and is positioned as such. If there is a bent toward the commercial it is because this site is exactly that – a store. We connect people looking for kits with installers, we promote other solar and green sites who choose to advertise through Googles Adsense partner program, and we sell products through our site. I can appreciate that you may have been looking for information on green but we are a commercial store first that offers free adjunct resources on a complementary level. If you never left a message via phone or voicemail and you never ordered a product, I dont see how your customer service was in any way unsatisfactory. If you have a specific product related question, feel free to email us at customerservice@solarhome.org and we will do our best to help you, as we have with thousands of customer to date.

    1. I think you missed the point of my post. The site has a dedicated technical questions page, which still exists 2 months after my post. That form, apparently, is completely and utterly pointless. It serves only to frustrate customers who take the time to write their technical questions there. If the business does not wish to answer technical questions asked via the form, TAKE DOWN THE FORM. Likewise, if the business does not intend to, or lacks the resources to, answer each and every email, why publish an email address at all. Just tell people to ask on the forum immediately.

      If the site had at first directed me to the forum, explained that it was the best way to proceed, and assured me my question would be answered, great. I’d have been happy with that. But the site does not. Instead, it wasted my time by having me ask questions that would never be answered.

      Given your follow up, this is still a complete customer service fail.

    2. I am a customer and purchased a conext inverter On 9/13/15 and received a very limited email stating that my order was placed. It did not include any tracking information or point of contact . I tried to call the number on the website site a number of times just to be sent to voice mail with no return phone call (there is no voice mail to even identify the company ). I sent emails and have not heard any response. At this point I do not believe this is a real company but some kind of online scam. I attempted to email the customer service email listed above but my email was returned stating it is not deliverable! At this point I hope that my credit card company can return my money because I believe I was scammed.

    3. I am a customer and purchased a conext inverter On 9/13/15 and received a very limited email stating that my order was placed. It did not include any tracking information or point of contact . I tried to call the number on the website site a number of times just to be sent to voice mail with no return phone call (there is no voice mail to even identify the company ). I sent emails and have not heard any response. At this point I do not believe this is a real company but some kind of online scam. I attempted to email the customer service email listed above but my email was returned stating it is not deliverable! At this point I hope that my credit card company can return my money because I believe I was scammed.

  2. Solarhome.org also claims on their website that they have been in the solar business since 1998. This is entirely false. The domain Solarhome.org belonged to a non-profit organization until 2006 when the original domain registrant failed to renew his domain the current company bought it. For a long time Solarhome.org had an F rating with the Better Business Bureau until the BBB changed that rating to no rating.

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