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Background: We may encounter scenarios where installers are not replying to homeowner’s or support staff calls/e-mails and/or other variant complaints such as being rude.

Examples include, but are not limited to: 

  • The solar system is not connected (PTO-related issues)

  • The system is missing a piece of equipment. 

  • Indication of damage to the home or system

...

  • The customer states that the installer was rude (yelling, inappropriate language, etc.)

  • Allegations of vulgar activities at customer’s property

Installer Complaint Escalations:

Step

Action

1

  • Create a Case on the Homeowner Contact record in Salesforce

Info

Request Type: Installer Complaints

Subtype: Unresponsive InstallerSelect the most appropriate option based on the complaint type

  • Provide a detailed description of the issue

2

  • Confirm that the case is Related to the Installer and the Homeowner

(Click here to see how to relate)

3

  • Reassign the case to the back-office queue (If request comes in from chat/phone)

(Click here to see how to reassign)

Back Office Team Procedure:

Step

Action

1

  • Email the installer to advice of the homeowner’s concerns and advice the installer to contact the homeowner by phone (You

  • If PTO delays or unresponsive installer; you can use the Quick Reply named as “Unresponsive Install“

)

  • For all other complaints provide a detailed description of the issue

Info

Include phone number and best time to reach the homeowner

2

  • Add the Homeowner’s Email Address in the “CC” Field

3

  • If the installer made contact and the Homeowner is satisfied, thank the homeowner and close both (Email and related Case) by using the quick reply named as “Unresponsive Install-Complnt Done”

Info

Make sure to include the proper case closure comments prior closing the case

If the Homeowner has not heard from the installer in 2 days:

1

Info
Navigate to the homeowner’s account page and click on the Parent Account (Org)

  • Assign to Sales

  • Referral Reason: Unresponsive Installer

  • Referral Comments: Provide short description of the issue

  • Populate the AM and Sales Manager Fields

Expand
titleLocating the AM and Sales Manager

 

image-20240828-195956.pngImage Removed

The AM and the Sales Manager are located on the details page:

 

image-20240828-200040.pngImage Removed

 

2

  • Work the case and close when complete

Back Office procedure For Concert/Beam Customers:

Step

Action

1

  • If PTO delays or unresponsive installer; you can use the Quick Reply named as “Unresponsive Beam“

)

  • For all other complaints provide a detailed description of the issue

Note

DO NOT add the Homeowner in the “CC” Field for Concert/Beam Customers

2

  • Once we send the email to Green Tech Renewables; Create a Commitment Email in CXone to let the Homeowner know that we are currently working on obtaining updates by using the quick reply named as “Unresponsive Beam HO”

Info

We must generate this commitment once a week (This means that we will need to update the Homeowner once a week until we get an update or resolution from Green Tech Renewables.a commitment Emsail with the Homeowner 1 week after initial Email

  • If Homeowner is unresponsive; Close Case

  • If Homeowner request a follow up set additional 1 week commitment and follow up with (risk@greentechrenewables.com)