Dear Hanergy Customer Services,---
Our solar panels were installed in February 2014. We went with IKEA, because we trusted their brand, and their subcontractor was yourselves, Hanergy. We were pleased at the time with your service.
On December 4th 2017 I called you to report that our Feed-In Tariff meter, the Elster meter, had ceased working. This is a problem because it means we can't claim revenues via the FIT. You said you would contact the local installer and get the meter replaced.
Eight days later (Dec 12th) I contacted you again, as I had heard nothing. You replied in an email that you would chase the installers up.
It is now January 15th 2018, almost six weeks from my original fault report. I have heard nothing from the installers, nor is there any evidence that you are progress chasing them.
Given this unacceptable level of service, we need to move to more effective measures.
1. Please let me have the contact details for your local installers so that I can chase them up myself.I understand that you are no longer subcontracting to IKEA, and that you have moved out of the residential solar panel business. Nevertheless you have a contractual liability to your existing customers and I intend to raise this matter shortly with IKEA.
2. In the event that they are as unresponsive as they have been to you, I reserve the right to appoint a qualified engineer to replace the Elster meter myself.
3. Please confirm that you will cover any charges incurred in the latter case and let me know the best process for billing you.
Please feel free to escalate this issue within Hanergy.
We shall see ... .