Legacy SunPower Corporation (Out of Business)Reviews of sunpower.com

Update 5/21/2024 - Still getting nowhere with Sunpower. Communications has been the typical canned messages stating they are awaiting a technician to perform a site visit. I have spoken to two local SOLAR providers and neither one will touch the system due to Sunpower's service policy and reputation. I have had an inverter failure since early March 2024 and after reporting it to SunPower and getting the run around regarding having it replaced under warranty, they provided me with a service date of today, May 7th. During this time there has been no communications from SunPower. I confirmed the service date at the end of April and was told to expect someone between 8 and 9 AM. Not getting a positive feeling, I call early this morning and was told that my service is now scheduled for early July. No advance emails, phone call or any other notifications. Speaking to their representatives is useless, they just tell you a scripted response and getting to any level of management is impossible. If I knew now about how bad their warranty support is, I would never have chosen them as my SOLAR installer. Buyer be ware, SunPower service is terrible and full of excuses and poor communications.

Around six months ago, my system was installed and I made a full cash payment to settle my account. However they are refusing to pay me back the $1000 refundable deposit, and they have no reason not to do so.

was checking my production from prior years discovered production went down 5000 kwatts from 2017 t0 2018 in fact Nov and Dec of 2018 no production just learned today problem 2 of 5 modules were not working waiting for dealer in Phoenix area to return call for service call to hopefully fix problem, on my nickel, where was there customer support aren't they suppose to watch for things like to this and notify you I did buy out my lease in Oct 2019 but had started before then GREAT CUSTOMER SUPPPORT

UPDATE (5/16/2024): SunPower contacted me 2 additional via email times since their "escalation". Each time, the answer was "we are still waiting to hear back from the warehouse". The same excuse for the last 7 months now. Seriously, you'd serve consumers better with the truth and just say "we are not going to fix the crappy inverter we installed for you" because you are laying off workers, shifting your residential services to probably another crappy provider, and dealing with a class action lawsuit. Thus, this way consumers can at least go a different route. Shame on you SunPower. UPDATE (4/30/2024): SunPower replied that they would escalate, but that’s been promised over the phone multiple times already. Canned review responses to show others that they are receptive to customers is more of a ploy. If they truly cared then they would actually resolve the issue immediately. If and when they do that, my review will reflect that. Original Review: My inverter broke over 6 months ago. The service person who originally came out explained the model I had was problematic with many inverter fails with other customers. He couldn't do anything and originally said it would probably take a month or so for a new inverter to get ordered and shipped. I was patient for many months, but after many phone calls and emails, all SunPower can tell me is that they are still waiting for the manufacturer and cannot give me any concrete details of when. The exact same thing every time I have called and the same thing they state when they email. It boggles my mind that SunPower has absolutely no visibility into their supply chain. Supply chain management/software has been around for decades at this point. Everytime I called customer service and asked to speak to a superviser, I was told it would not do anything, etc. I don't even know if my issue has been escalated properly, other than the word of the rep. And, in the mean-time, I have lost hundreds of dollars due to an inoperable solar system. It may even be thouands depending on how much longer SunPower takes. Had I known all this would happen, I would have gone to another service provider for a new inverter in the first place.

Updated after 2 weeks ------------------ I haven't heard any new updates from them even though they told me they would contact me within 24 hours. --------------------------------------------------------- I purchased their system two years ago, and it has been reliable for the most part. However, my experience with their customer service has been abysmal. Without any explanation, they've rescheduled appointments three times already. Now, I'm told I have to wait another three months for someone to finally come. It feels like they might be a one-person team. Needless to say, I'll be cautious about choosing them again. I've heard similar complaints about other big companies like Tesla. Once they install your system, it seems like support becomes nonexistent. That's why I'm inclined to explore smaller companies that prioritize responsiveness to their customers.

Since early 2023, my solar panels have been generating zero or very little solar power. There have been multiple issues, some have been corrected. The one still not corrected is that one of the two invertors has not been working since at least since summer of 2023. I have been waiting over 5 months for the non-working invertor to be replaced. One would think a company like SunPower would have spare parts on hand. I was told they are still installing new systems, so invertors must exist!! Update - There have been 3 case numbers since April 2023 - #C03267717, #03376082, and #03690871. Also, per SunPower on 4/19/2023, SunPower was not communicating with the solar equipment for over 2 years so was not monitoring the performance of the system. I was not aware of this until the system was not working.

Our solar panel and battery system has been off-line for at least 5 days. Sunpower support says there is an assembly called the Gateway that appears to be broken. They have to order one and they will let us know when it comes in and they can schedule an installation. In the meantime, we are buying all of our power from the grid. I don't understand why Sunpower can't keep some spare parts in stock. I suppose it's cheaper for them to operate with no backup stock. Also, on a previous outage, it took something like a month to get a service appointment. Couldn't sunpower schedule a service appointment now, using an estimate of the part's arrival? To us this seems urgent, and sunpower doesn't seem to get that. Update: May 4th. After Sunpower replied to this review, they assigned an agent to see that our case got escalated, and she got in touch with us. We haven't heard from her this week. The system has been off-line since April 16th, and we are not aware of any movement on the problem. The frustrating thing is this: sunpower refuses to even schedule a repair until the part comes in. Our experience tells us that we will have to wait a month for the appointment from that date. Doesn't Sunpower know about how long it takes to get a replacement Gateway assembly, and could they not schedule an appointment shortly after the estimated arrival? Our "escalated case manager" just wrote to us and said that Sunpower doesn't consider 3 weeks of downtime to be excessive, but at this rate, it's going to be twice that. Update: June 14th. The serviceman came yesterday with the new gateway. He installed it, and the system still didn't work. A new defective part was identified. Now SunPower had to order that part, and again won't schedule the next service date until the part is received. We expected the "gateway" to be some complicated assembly that was prohibitively expensive to keep spares around, but it looks like a cable modem - it probably costs about $50. The newly-identifed other defective part is a relay the connects the panels to the hub. It is also probably worth $50, and yet SunPower has to order it. Why don't the service trucks have a few spare gateways, and a few spare relays, in them? It is really unbelievable that these inexpensive parts, without which the system doesn't work at all, cannot be kept handy. It has been almost 2 months that our solar system has been down, and a fix date has not yet been identified.

I am glad I came to this site because at first I thought I was the only one experiencing issues with this company. I had my solar system installed over a year ago and instead of saving money I have ended paying more to my electric company than I did before the installation. The panels have been producing little energy even on very sunny days and I can’t seem to get a technician out here to look at the problem. When I call Sunpower I am told it’s a problem else where and that I should contact my electric company. During the winter months my electric bill is almost $500 per month keeping in mind that my heating system is gas. The summer months are almost equal in comparison. Today for instance it a bright and sunny day and the panels are only producing .1 percent of my energy when I first checked and five minutes later it’s producing 3.8 percent. This system seems to be flawed and my attempt to get a tech to look at the panels have been futile because all I keep hearing from their end is that the panels are working.