...Here to Ensure that Your Solar System is Working Properly for Years to Come
SPG Solar, Inc. (SPG) offers a team of specialists who are on call to address postinstallation needs. We distinguish ourselves within the solar PV industry by ensuring that clients continue to receive the highest quality service and products even after system installation.
We provide extensive customer care services for all of our clients, from large commercial clients and to residential system owners. The expertise and dedication of SPG are available long After system installation
SPG CUSTOMER CARE BINDER
SPG provides a comprehensive Customer Care Binder to all system owners. This resource was designed to be informative and to serve as a tool to increase the property value of your home with a solar installation. If you sell your home, all of the necessary paperwork to transfer system ownership, and to increase the appraised value of your home is available at your fingertips. Information and documentation specific to your
System include:
• Panel, Inverter, and System Warranties
• Your Building Permit and Permission to Operate Letter from PG&E
• Equipment Information
• Tax Information
• Engineering Plans for your systems
• SPG Company Information
• The “How To” on tracking PV production
• Change of Ownership materials to ensure that you receive the benefits of the increase in appraised value of your home when you sell your property
(Note: Solar PV systems are property tax exempt)
• Survey for your feedback
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RESPOND
SPG specialists are available to take your calls and respond to any questions or concerns. Solar systems need little or no maintenance other than to rinse off dust with a hose after dry and dusty periods. If you have any questions or concerns, SPG will be here in the coming years to address them.
MONITOR
SPG encourages customers to send copies of their sequential PG&E statements to us on a monthly basis so that we can generate a report with an analysis and update on your system’s performance.
• SPG engineers generate a net usage and usage pattern report to help you understand your actual savings with solar as a homeowner or business.
• Commercial and public works installations that have installed our web-accessed, proprietary SunSpot® monitoring System are monitored daily by Customer Care specialists.
TROUBLESHOOT
We know how to troubleshoot effectively, as the largest integrated design/installer of solar electric systems for residential, commercial, and public works projects in Northern California. Our years of experience and attention to detail have provided us with a constant learning curve and a continually growing knowledge base. These continuous efforts and problem-solving methods allow us to pinpoint and identify the most relevant issues regarding your system.
INFORM
We support our clients with tools such as the SPG Customer Care binder, and our solar specialists are available to respond to your calls.
| Residential: Sample Post Solar Analysis |
Customers who have installed residential solar systems are encouraged to send sequential copies of their PG&E monthly statements to SPG, along with monthly inverter readings. The Customer Care Department can then produce biannual reports on system performance and savings with solar.
The SPG Customer Care Department will also provide customers with a report representing charges to and from PG&E, with an explanation of costs and credits stemming from peak and off-peak electric usage.
| Commercial and Public Works: The Customer Care Process |
SPG’s Customer Care Process for commercial and public works installations provides our customers with comprehensive care that both recognizes the investment made by the customer and the return they expect.
Real Time Web Enabled System Analysis Tool:
SunSpot® Monitoring Option |
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The SPG Customer Care Process
• Identify Customer Contact and meet with the person to set expectations
• Customer training session and walk through to discuss equipment functioning and care, and address any questions
• Provide Customer Care Binder including permits, equipment information, warranties, and final as-built drawings
• Provide periodic feedback to customer during the initial three months of system operation
• For systems with SunSpot® monitoring option, give system performance and usage analysis presentation after initial six months
• For systems with SunSpot® monitoring option, provide semi-annual system reports for 5 years
• Provide semi-annual usage patterns report to customers who regularly provide SPG Customer Care specialists with PG&E statements
• Ongoing system support and response to any customer concerns within 72 hours
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