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Europe Customer Service - Complaint Policy
Objective
Our commitment is to provide exceptional customer service and address any complaints promptly and fairly. We value our customers and strive to resolve their concerns in a timely manner.
Submission of Complaints
1. Method: All customer complaints should be submitted in by email to euservicecare@solisinverters.com
2. Details: Please include as much detail as possible to help us quickly address your complaint.
Acknowledgment and Timeline
1. Receipt Acknowledgment: Upon receipt of a complaint, we will acknowledge it within 7 business days.
2. Progress Update: Within 14 business days of the initial acknowledgment, we will provide an update on our progress in resolving the complaint.
3. Investigation: We will investigate the complaint and may contact you for additional information. If necessary, we may also reach out to other parties involved.
4. Resolution: We aim to resolve the complaint within 30 business days of initial receipt. If we cannot meet this timeline, we will provide an explanation and a new resolution timeline.
Service Complaints
1. Specific Details: For service-related complaints, please include the following details:
- Ticket number: Specify the model of the solar inverter.
- Serial Number: Provide the serial number of the inverter (if available).
- Issue Description: Clearly describe the issue you are facing with the service.
- Solution idea: Please provide your solution idea if you have one
2. Service Support: Our service management team will assess the complaint and provide guidance or further steps.
Product Complaints
1. Specific Details: For product-related complaints, please include the following details:
- Inverter Model: Specify the model of the solar inverter.
- Serial Number: Provide the serial number of the inverter (if available).
- Issue Description: Clearly describe the issue you are facing with the product.
- Solution idea: Please provide your solution idea if you have one
2. Technical Support: Our technical team will assess the complaint and provide guidance on troubleshooting or further steps.
Escalation
1. Unresolved Complaints: If a complaint cannot be resolved, we will provide a full explanation of our decision in writing.
2. Customer Dissatisfaction: If you are not satisfied with the resolution, you may escalate your complaint.
Contact Information
- Email: euservicecare@solisinverters.com
