Background:
We may encounter scenarios where installers are not replying to homeowner’s or support staff calls/ e-mails.
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
Installer was unresponsive to homeowner
Create an EBH ticket and link to the homeowner ticket.
E-mail the installer to advise of the homeowners' concerns and advise the installer to contact the homeowner by phone (include phone number and best time to reach the homeowner)
After 2 business days and support has attempted to contact the installer twice without success, reach out to the homeowner to see if the installer has contacted them.
If the installer made contact and the homeowner is satisfied, thank the homeowner and close both tickets.
If the homeowner has not heard from the installer in 2 days, tag the account manager in an internal comment in the ticket and escalate the issue per this SOP.
Priority: Highest
If the account manager has not sent an update within 2 days, escalate the issue to the regional manager per this SOP.
Priority: Highest