Horrible After Sales Service

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