SunPower

NEVER GET SUNPOWER, WORST CUSTOMER SERVICE ON THE PLANET!! I got my panels in 2016, the first year was great, the second year I had a serious decline, but I wasn't worried as there was more cloud cover, and I was told at purchase that the output was guaranteed or they would pay the difference, so I thought they would also be monitoring the decline and respond. The third year production ground nearly to a stop, so I finally called them to see what is going on. It took over 2 months to get a tech to visit, they were here a total of 5-10 minutes, said everything was fixed and left. At that point my monitoring stopped, so I contacted them again. Another 6 weeks to get a site visit, although this time the tech war out here a couple hours, they still don't work. I was also informed that the guarantee they promised me at purchase doesn't exist. No wonder they are in no rush to fix my panels. I am now at 5 months since contacting them and over 2 years of underperforming panels, with no solution in sight, customer service is clearly a call center with no ability to fix anything. I would desperately like to talk to somebody that could actually help me. I hear sunpower is now developing batteries, I am in the market for batteries, but want nothing to do with this awful company in the future. Buying sunpower was a huge mistake that will cost you years of solar productivity. Save yourself the headache and the lack of production and go elsewhere. Also don't believe the lies from the salesperson, read the fine print, the production guarantee is bogus!

Reply from SunPower

Feb 13, 2020

Hello Zac, I’m sorry to hear that your expectations have not been met. Please expect a call from an Executive Support Specialist to discuss your concerns in detail and provide additional assistance. We appreciate your business and truly value your feedback.

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Sunpower had to replace all of our inverters after they had failed. This was NOT initiated by Sunpower, but by us when we noticed that our system was not generating enough power for almost 2 years! After our initial complaint it took 2 months for them to install the new inverters. Rilbert P was the Manager in getting these installed and we had a wonderful experience with him, however since the new installation on Jan 23, we have not been able to monitor our system. I called tech support and they said it was a technical error that many are experiencing, however it would be resolved by the end of January. I also sent an email January 23 indicating this failure with no response. It is February 11 and still no monitoring available. I called tech support once again and they said they just received the issue of the complaint yesterday. I also asked to speak to a supervisor, but was only allowed to give them my phone number and I would be hearing from them. I understand the tech support team is in the Philippines and from my phone calls with them it really just a call center to hear your complaints, there is absolutely no support.

Reply from SunPower

Feb 13, 2020

Hello Mel, I’m sorry to hear that your expectations have not been met. We'd really like to look into this further. Please expect a call from an Executive Support Specialist to discuss your concerns in detail and provide additional assistance. We appreciate your business and truly value your feedback.

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My new SunPower system has been up and running for a week... My installation and certification went well and I'm pleased with the professionalism of my installer. I can watch my power meter running backward and am extremely pleased with the performance that I am seeing. As the year progresses, the sun's path should be more directly overhead and it appears that the panels will be producing very near what they are spec'd for. On the other hand, I'm surprised by the intermittent behavior of their monitoring application and web site. I'd be interested in hearing from other SunPower owners about your experiences with their monitoring tools. Because my SunPower monitoring system is directly connected to Internet through a high-speed / reliable connection, I expected a much more responsive (real-time) view of the systems output. On a positive note, at the end of the day, all information about the system's performance appears to be present; I can see a graph of exactly what was produced throughout the day...so I'm not missing any information. The responsiveness of the system appears to vary over the course of the day; sometimes the data is presented quickly, other times it can take minutes for the user interface to refresh. What I also see is that the reported data is delayed up to an hour. Is this what others are seeing? Is this the expected behavior? Again, please let me know if others are seeing what I'm seeing or it's just my installation. Thanks ---------------------------------------------------------------------- A digression: As an Embedded Software (IoT) engineer who designs monitoring systems like this for a living...I have seen this type of "intermittent failure under load" behavior before; which includes the unexpected loss and/or corruption of data. If anyone from SunPower is listening... I offer my consulting services to you for free... I know what could likely be causing this and can probably find and fix it for you in a few days. Again, since I own a SunPower system, I want to help. The responsiveness of the monitoring tools should be able to be greatly improved over how they currently work.

NO RESPONSE FROM SUNPOWER ON THIS ISSUE..I am a customer of Sunpower since 2017 I am satisfied with the product but I am still waiting on my Property Tax rebate its been 3 years now .I have been working with Erica P from Sunpower with still no Results as of now .Can someone from SunPower please fixed this if I stopped paying you I think I would get your attention ,all I want is what was promised to me from the sales rep Josh V and I never received my referral reward also .PLEASE HELP ME!!!!!!!!

Reply from SunPower

Jan 31, 2020

Hello Mr. Mazzone, I apologize for the amount of time taken to resolve your issue. I understand how this process can be frustrating. I will discuss this the property tax issue with Erica. If there is a quicker resolution, we will provide you with that update asap. We truly appreciate your business and value your feedback.

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Customer service is terrible it’s going to take at least 5 months to repair a problem with my micro inverters .I would not recommend this company to anyone due to their lack of customer service once they get you to sign you are forgotten

Reply from SunPower

Feb 04, 2020

Hello Mr. Littleton, we apologize for the experience you had with us. We'd really like to look into this further. Please expect a call from an Executive Support Specialist to discuss your concerns in detail and provide additional assistance. We appreciate your business and truly value your feedback.

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Maria was most helpful in a very professional way. ThankYou Maria

Transparent and knowledgeable, no gimmicks, tier one product, honest competitive pricing No negatives

Unfortunately I would love to leave good review, but can’t. Panels and system are great, but service sucks. Main company is in Philippines. I always speak to different people. My problem with panels started last May, today is end of January, still not working after 8 visits. Every time they send new people. They don’t know where previous worker stopped. I am really frustrated.

Reply from SunPower

Jan 31, 2020

Hello Anzhelika, we apologize for the experience you had with us. Can you please send me a private message with your case number. I will review your account and have an executive specialist reach out to you. We appreciate your business and truly value your feedback.

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Bill, Salesman, was very professional and is very knowledgeable of the product. He wasn't pushy for us to buy at the moment and wanted us to do our research before making our final decision. After, further review of 3 competitors of there's within the same ratings, we decided to go with their competitor. Not for better quality, nor the price as they were in the same price range (give or take $1000), we went with the one that offered an additional incentive aside from the tax credit. Not taking anything away but they were our second choice.

IT IS THE WORST!!!!! I had issues from the very beginning, showed up at my door not having made an appointment to install the panels, it took almost 9 months to get a rebate and it was not until several emails and texts that we received it. I have sent the company a request for help , since December our system is not functioning, I tried again last week and nobody has reached out to me. This is the worst company with the worst customer service.

Reply from SunPower

Jan 28, 2020

Hello Erika, I'm sorry to here that your expectations have not been meet. I would like to look in to this matter further. When you have a moment please send me a private message with your contact information. I will have an executive service specialist reach out to you. We appreciate your business and value your feedback. Thank you,

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BlueSel Home Solar is a master dealer/contractor for SunPower they were exceptional on explaining all about solar , themselves,and the products Sunpower makes! We chose them for are solar install which will take place sometime in mid April 2020.As panels are concerned SunPower is the best out there on all i have researched!

This is an updated review. I bought a new Sunpower system that was installed 8/16/2019. The monitoring program they include with the system that tells you how it is doing has never worked. The last time I hear from them they told me they were really busy and it would take "some time" before they could fix my problem. So here it is January 16, 2020 and they still haven't fixed my system. I suppose they could have a good reason for not fixing it after all this time but I can't think of one. The panels themselves appear to be working ok but I can't tell for sure since they've never fixed the monitoring issue.

Reply from SunPower

Nov 20, 2019

Hello Bob, I'm sorry to hear that your expectations have not been met. I have reviewed your account. It is my understand that you have been in contact with Gabe Link. I'm will have him contact you with an update. We appreciate your business and truly value your feedback.

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Requested information but was never contacted

Reply from SunPower

Jan 15, 2020

Hello Ms Kendra. I'm not sure what prompted the 1 star review, but I'd be happy to help with any concerns you may have. Please send me a private message with your contact information and I will have an executive service specialist reach out to you. We appreciate your business and value your feedback.

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From my experience so far the panels themselves have done their job. Sunpower, the company is difficult to get a hold of. The distributor who did the install closed their doors, so I lost the warranty for my roof. I'd like to get my panels cleaned, and have been reaching out to Sunpower. I feel abandoned. Lol

Ever since my system was installed, I have lost connection for three times, nothing has changed in the house, WiFi, internet, IPTV and all. I tried to reach online chat and help hotline, and every time is unsuccessful. If I had a choice, I'd never even consider sunpower. What a hoax!

Reply from SunPower

Jan 10, 2020

Hello TehFeng Fang, I'm sorry to hear that your expectations have not been met. I'd like to look into this a little further. Please be expecting a call from an executive service specialist to discuss your concerns in detail. We appreciate your business and value your feedback. Thank you,

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I chose Sun Power for their top rated panels several years ago. Installation was top notch. But I have to say the company's response to issue and over all customer support is lacking. I have not generated a lick of energy from my panels for over 3 weeks. When I placed a call I couldn't even schedule a visit from a technician. Instead I was told someone would call me to schedule a visit in 7-10 days. I wasn't given a report number so who knows if I'm in the system to get a return call. I'm now writing as I wait many minutes to speak with a representative.

Reply from SunPower

Jan 07, 2020

Hello Mr. Allen, I’m sorry to hear that your expectations have not been met. We'd really like to look into this further. When you have a moment, please send us a private message with your contact details and the property address. Once I have your account information, I can have an Executive Service Specialist reach out to you to discuss your concerns in detail. We appreciate your business and truly value your feedback. Thank you

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I bought my new home, it's a model home. I was told everything works... but when I moved in, it was not working... along with some other hassles. Long story short, found out our solar didn't work at all and something had malfunction. SunPower sent 3 people at 3 different time to try to fix it... I literally wanted to knock one star off of this because of that... because I felt kind that wasted some of my time. When they couldn't identify the root cause, they went their way out to give me a new system. The customer service rep followed up with me constantly at every month since then to tell me the status of where things were. It is good that I don't have to call them. For this, they got their one star back. Depending on how things go once my new system arrives, we'll determine my overall review. For now, 5 stars for the constant updates.

My sales rep was well informed, professional and thorough in his energy saving information. In my experience here in Florida, solar energy is the way to go in the future. However, to have solar without a backup battery kind of defeats the purpose of still being connected to the power company. We have hurricanes, loss of power, severe storms, loss of power, antiquated infrastructure, loss of power. My point is this; I need a system that doesn’t eliminate the infrastructure but supports it from an individual basis and backs me when I need it as well. To sell me a system that doesn’t include a backup battery in the quote is unfair to me the consumer. Also, my quote was over $50,000 by the time the backup was included and other incidentals.

Sunpower has earned and kept my trust as a company who truly values their customers. We experienced a leak in a part of the roof that their subcontractor had worked on and they sent someone out within 30 minutes of being notified of this. That is extremely impressive!

I twice utilized SunPower’s online request for a solar system. They never contacted me. Poor service before I ever even was able to talk with them. Is this a sample of their company’s approach to customer service? Why would I even consider them as my solar company?

Reply from SunPower

Dec 30, 2019

Hello Bob, I’m sorry to hear that your expectations have not been met. We'd really like to look into this further. When you have a moment, please send us a private message with your contact details. Upon receipt, I will have an executive service specialist reach out to you to discuss your concerns in detail. We appreciate your business and truly value your feedback.

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Had my SP system for 7 years as a100% prepaid lease. At first they were excellent with customer service and would call or email if system wasn’t performing or reporting in so they could monitor. Customer service and their performance guarantee has since severely degraded. Can’t get call back even when promised by representatives. I’ve called so many times I can’t count them all. I’m now approaching 4 months with a defective system and no means of monitoring or knowing if system is even producing power. Instead I’m being told they can’t get the parts needed to make repairs and they can’t even estimate when they might get the parts! Makes me very suspicious and concerned that they are having financial problems and are possibly about to fold. Could this be the reason suppliers have stopped shipping parts? Suggest any potential customers carefully evaluate the financial stability of SP or any solar company that they may be considering.

Reply from SunPower

Dec 30, 2019

Hello Mr. Hutton, I’m sorry to hear that your expectations have not been met. We'd really like to look into this further. Please expect a call from an Executive Support Specialist to discuss your concerns in detail and provide additional assistance. We appreciate your business and truly value your feedback.

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Horrible commitment to customers. Purchased my system as a part of my new home in 2008. 25 year warranty! EXCEPT that the inverter (which I now find out has a 10 year warranty) failed this year and the entire system is now useless. There is no replacement for the inverter and I can not get SunPower to give me any help at all in finding a solution. In fact, I find that SunPower has closed my case filed with them both without advising me and giving me an alternative solution. Customer service is non existent on an over $20K investment which is now totally worthless.

Reply from SunPower

Dec 13, 2019

Hello Mrs. Jarolin, I'm very sorry to hear of your negative experience. I'm would like to look into this issue further. Please be expecting a call from an executive service specialist to discuss this issue in detail. We appreciate your business and truly value your business.

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This will be no surprise to most SunPower customers SunPowers customer service is absolutely useless I have a Communications issue with my system they emailed me to notify me that they had lost Communications two weeks prior to the email and then after establishing that it was not a Communications issue with my Wi-Fi or my internet it was going to take them 7 to 10 days to have a service technician contact me to make an appointment to come out and look at it SunPower has absolutely no intentions of getting into any kind of a hurry about taking care of a system that's broken down for any reason they don't care about their customers because they already got their money so why worry about going out and fixing something that you're obligated to keep running all the time so this review results in a big fat zero Stars for SunPower search Elsewhere for your solar needs!!!!!!!!!!

Reply from SunPower

Dec 13, 2019

Hello Don, I'm very discouraged to hear of you negative experience. I would like to look into this matter further. Please send me a private message with your contact information and your address. I will have an executive service specialist reach out to you. Thank you for your time and we appreciate your feedback. Thank you,

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Sun powering my opinion has the most innovative product. But having the most innovative product doesn’t mean it is the best pro duct overall. You also have to look at Reliability , Customer service and if they monitor your system. I have had this system for 3 years and have not gone 12 months without a failure. My system is down again! After two years the inverters went out and had to be replaced. Six months later, where I should be producing 60 kilowatts I’m getting 6. I had to call them, so if they had the ability to monitor my system why couldn’t they call me. Systems been down a week and five days and still no call. Last time I had to call the local repairman to set up an appointment time, I guess they learned there lesson this time they will not give me there no. I will say when this system works it works well. When a service person come out to work on the system they do a great job. They should be able to show up in a timely fashion. I would LOVE to recommend Sun Power to my friends, but I can’t, I have been down three times in three years the last time was down for over three months. Let’s see how long it will take this time.

Reply from SunPower

Dec 13, 2019

Hello Bill. I'm discouraged to hear of your negative experience. I would like to look into this matter further. At your earliest convenience, please send me a private message with your contact information and your address. I will have an executive service specialist reach out to you to discuss your concerns in details. We appreciate your time and value your feedback. Thank you,

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My wife and I live in the Palm Springs area of California. Our neighbors had Renova install a SunPower system on their house and recommended them Turned out to be our lucky day. Renova has been incredible from the install in November 2018 to the end of our first year and the Credit to our SoCal Edison net energy compensation. Thank You SunPower and Renova

ease of doing business with them. On time and on schedule

Sales person was awesome and on time. Installer that came by was also very nice and knowledgeable about the next process

Installation, product and customer service has been excellent

They are pretty fast and efficient no question about that

Very professional and caring always responsive

High quality panels have been producing as quoted for over a year, the monitoring system installed not only shows production but also home usage, during the quoting and installation process I had a lot of questions and South Coast Solar was incredibly responsive and made extra trips to my home to connect the system in the way I requested.

Very professional and trustworthy company

Very good service, the quality of the solar panels are excellent

Equipment: consistent power generation; Employees: responsive to issues

Great customer service and was of installation

The performance, quality and choice of panels.

I'm not saving quite as much as expected and temps not hitting the numbers we had planned.

Reply from SunPower

Jan 07, 2020

Hello M Wilson, I’m sorry to hear that your expectations have not been met. We'd really like to look into this further. When you have a moment, please send us a private message with your contact details. Once I have your account information, I can have an Executive Service Specialist reach out to you to discuss your concerns in detail. We appreciate your business and truly value your feedback. Thank you

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Very pleased with the agent (Cobalt Power), their design, the installation and the product.

The system functions as designed without any problems. Any questions I have they respond quickly.

Prompt - enjoy the online portal to see how much power I am producing

It meets my expectation of producing the amount of solar powder but I cannot measure its usage!

Very easy to work with. Everything went as described. Haven't had first annual true-up yet so I don't know if production will be as expected.

Knowledgeable people, quick installation and customer service

Service and quality. Knowledgeable representatives. Clean efficient installation.

Did everything that they promise to do. We'll wait to see how the pedals work after 1 year to give them a 5. But so far everything is working out great.

Great service and system. System is more expensive on paper but produces far more electricity the cheaper offers so you make money and have no out of pocket costs. It pays for itself then some.

Great service great product and consistent performance

Within 3 months of installation I have non-functioning panels and no timeline for fixing this

Great product with equally good customer support

The entire crew that we worked with were professional and very helpful. Out deliverables were done on time and the various steps involved we explained along the way.