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Nobody does business on a handshake anymore.
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These questions can be difficult to ask, as they could be
misinterpreted as a lack of trust. So we've tried to anticipate
as many as possible. If you feel an answer here is
inappropriate, flip, or otherwise unsatisfactory, I'd like to
apologize. But please let us know. We'll do our best to
re-answer the question is a more satisfactory way. We like to
think of many of these as ice-breakers, we'd hate to have them be
interpreted as deal-breakers. But if you don't ask, we can't
answer.
At some point in the not too distant future, we'll post the actual
text of our warranties, guarantees, liabilities, and what we would
actually expect from you the customer. If you bought a new car
in the past decade, do you remember all those individual little
contracts you got? One for the tires, one for the radio, another
for the paint, yet another for the glass... pages and pages ad
nauseum. Each one severs the manufacturer from the car as a
whole. You can't blame the radio maker if the speakers blow
after the car hits a bridge abutment, go figure?
We will stand behind our systems 100% if a problem develops because
we did something wrong. If a natural disaster wipes out your
building, what would you have us do for you? You're still our
customer, and that means something, but remember the legend of Humpty
Dumpty
Don't see what you're after? Contact
us and we'll e-mail you an answer.
Maybe we'll even put the question and answer on the
page to help others.
- What if it breaks?
We'll fix it. We guarantee against any manufacturing defects.
Vandalism, negligence, abuse, we'll fix that too. Pull the big red
switch down to the Shutdown position, and attach your service tag
to the locking ring and call our service department.
- What do I have to do to it?
Keep the main unit clear of grass clippings, leaves, and
debris. Hose it off if it needs it.
- Does it need service?
Yes. All mechanical things do. We offer semi-annual, annual,
and bi-annual plans, with performance guarantees, or a 5-year
recharge plan with warranty coverage.
- What if a tree falls on my roof?
Well, if the tree is big enough to structurally hurt your roof,
you're probable looking at some new panels. We've got all your
dimensions on file, call us; we'll work with your insurance
company to expedite your claim.
- Do you offer 24x7 service?
Yes & no. You can call us 24 hours a day, but, since the
units only operate during daylight, so do our crews. Your $5/day
coverage goes 365 days.
- My well pump will be OK, won’t it?
Sure will! In fact solar well pumps have been used for decades.
- Are the panels wind-proof?
Generally, the roof will come off the house before the panels
come off the roof. Flying debris is another matter. The main unit
will contain diagnostic information if any damage was done.
- Will it damage my slate roof?
We've developed special mounts for slate covered roofs. The
under-layments we'll apply are also custom designed.
- We’ve got a wood, copper, terrazzo,
and etc. roof?
Our architectural engineers have developed mounts suitable for
many common and exotic roof materials.
- It’s covered with leaves and it
stopped; did it burn out?
No it's fine. But the debris is restricting airflow and
preventing you from realizing maximum benefit. This won’t harm
the unit, but is excluded from the $5/day guarantee.
- How often do I have to change the
oil?
Never. The unit is factory charged with a custom formulated
lubricant with a 50-year life.
- We had a fire and the unit was
damaged, now what?
Call us. We might have a distress call from the system. Either
way, we'll help you to get the unit into a safe & stable
state. Then we'll work with your insurance company to get things
right.
- We had a flood and the unit seems
fine, now what?
We seal the computer against "moisture"; floodwater
is more destructive. If the unit was submerged, it'll need a good
cleaning.
- It’s time to roof, vinyl side,
paint, landscape, etc…
We do a thorough roof inspection and report, prior to beginning
work. Siding contractors generally have no problem with the
connections. We can disconnect, move, service, and reconnect the
main unit for a nominal fee.
- We live near the ocean; nothing lasts
for 20 years
As you know from experience, regular maintenance is the key in
salty environments. We use durable powder coats, and resistant
materials, but regular cleaning is critical to long life.
- The panels were damaged by… Who can
fix them?
We've got all your dimensions on file, call us; we'll work with
your insurance company to expedite your claim.
- Is it dangerous?
No. No more than electricity, fire, and wet bathroom
floors; they're all dangerous. We've designed the units to
be as safe as we can make them.
- I thought ammonia was poisonous?
Yes it is, in large quantities. It's also so smelly that you
wouldn't be able to stick around long enough to intake a dangerous
dose. It's also lighter than air, so it'll naturally float up and
away. Besides we never pipe it into the house.
- Are your workmen bonded, insured?
Yes, and well trained too. Each crew employs at least 3
specialists, electrical, plumbing, carpentry.
- Who can I call if I have issues with
installers?
Call your sales rep first; your satisfaction is his/her
responsibility. Call us. If you're still unhappy call your local
building inspector & utility company.
- Can I turn it off if I want to?
Sure. The big red switch has 4 positions, Connect, Isolate,
Disconnect, and Shutdown. Or you can use the computer interface to
do the same.
- Can someone on the outside see my
electric bill?
Yes. They could take it out the mailbox, rip the envelope, and
read it. Oh you mean electronically… Well, it's password
protected, and the account number is the only other piece of
identifying info. Thieves would do better hanging out at the
post-office.
- How much maintenance does it require?
Very little. Keep it clear of debris (grass, leaves, weeds,
branches, feathers, hair, etc.) Use a hose-on window wash on the
panels if they get exceptionally dirty.
- I’m buying a house with a STS-1;
will you cover me?
Of course. Call us; tell us your address, serial number, and
meter number. Our service people will take care of the rest. If
the utilities have been transferred to your account, we can have
you up & running in about 5 minutes.
- How much does it weigh on the roof?
Less than 3 lb /sq ft
- Will my roof be OK; What if I need
roof work?
Prior to installation, if we feel that the roof is
unsatisfactory, you'll have the option to correct the issues or
cancel your purchase with a full refund. It's your roof, but it's
our reputation.
- What if my roof leaks after
installation?
We'll fix it. We always do a roof inspection prior to any work.
We won't start the work unless the roof has a minimum of 5-7 years
remaining life. The protection the panels provide will extent the
roof life by 2-3 times.
- Are you licensed, bonded, insured?
Yes. We always comply with local, state & national building
codes. We carry a universal bond for all workmen, and can obtain a
bond for your job if you desire. Our workmen are covered by
workman’s compensation, have medical benefits, etc.
- Is it safe?
Yes! Safety is one of our major concerns. The 4-position
switch, ground fault protection, over voltage, current &
thermal safeties, as well as child-safe & pet safe design have
all gone into each unit.
- How long does it last?
We've designed and stress tested units to 20+ years life
expectancy. We warrantee the unit against defects for 10 years.
- How much snow will it take on the
panels?
It depends on how sticky the snow is. The panels will rotate to
clear snow; naturally, there won't be any output if they remain
covered.
- How much maintenance is required i.e.
snow?
We believe that your personal safety is worth more than $5/day.
The panels have a snow shedding feature built in, even heavy
accumulation shouldn't harm them. Beware of sliding sheets of snow
(avalanche), as the panels will act as a slip plane.
- What if it gets struck by lightning?
Your system is well grounded, but lightning can be incredibly
destructive. Effects can very from none to a tube puncture or
computer burnout. Try to query the unit via its computer
interface. Call our service department if the unit isn't
responding.
- Is it earthquake proof?
We consider the unit to be at least as earthquake resistant as
the building it's attached to. Once you can walk confidently, we
suggest flipping the big red switch to the isolate position until
utility power is restored.
- Is it legal?
Of course. We've made sure we 're compliant with all your local
ordinances, and utility safety requirements, before we'll set up
an appointment.
- How loud is it?
About as loud as an air conditioner
- What happens if it breaks / leaks?
We repair factory or installation defects, free. Accidents
happen, kids break things, animals chew the weirdest things, and
we’ll fix those too. Log in to the system check for errors, have
the system report back to us, or give us a call.
- Will it stink of ammonia?
No. The leakage rate is so low, you might not be able to detect
it even at a shaft seal.
- Will it poison me in the night?
No. All the seals are double-oil filled, fluid lines are double
encapsulated, and never come into the house. Anyone who says
otherwise is itch'in for a fight.
- What about my pets?
Our designs are "Child-safe" and
"Pet-safe". We've got UL, CSA, TUV, and etc. approvals.
- Can I overload the unit?
No. The unit has current, voltage, and thermal overload
protection. The generators are rated at 125% for 15 min, and
have 300% surge capacity.
- What is the reliability of the
system?
We design & engineer the units for 20 year
"depreciation" lifetimes. They're built to last much
much longer.
Didn't see what you were after? Contact
us and we'll e-mail you an answer.
Maybe we'll even put the question and answer on the
page to help others.
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