rude and refused to give documents
I would like to share my recent experience with Excell Energies (excelenergies.pk), a solar company based in Lahore, Pakistan. Last year, I reached out for a quote on a 10kW solar system. They were relatively quick to send me a quotation, but due to a shortage of funds at the time, I couldn't proceed with the purchase.
Fast forward to this month, I messaged the same number to inquire about the price of the panels and if they had any in stock. They quoted me a price of Rs. 130 per-watt and confirmed that they had them in stock. I didn't respond back and waited to check the market, but they messaged me again asking if I still wanted to buy as they were clearing out their inventory.
I initially wanted 19 panels but upon their recommendation I decided to purchase 20, based on their web presence and an office location at 199-C, D.H.A. Commercial Broadway DHA Phase 8, Lahore. Assuming that a physical shop would mean their after-sales service would be satisfactory.
After making the purchase, I asked them for an invoice and other necessary documents, to which they agreed. However, when the panels were delivered, they didn't give me any paperwork. After several follow-ups and visits to their office, they finally sent me an (incomplete) invoice, which had no address, was not in the name of Excell Energies, and showed a remaining balance instead of paid.
I visited them again to inquire about the invoice, and their response was extremely unprofessional and rude. The person named ‘Afaq’, who seemed to be an owner-engineer there, lacked basic manners and did not know how to communicate effectively. I then requested the Certificate of Conformance, which they, of course, refused to provide at first. But after insisting and enduring several calls/messages/visits/follow-ups, along with Afaq’s rude responses, they finally provided me with the COC.
Moreover, when I inquired about the warranty, they gave me a phone number to contact for future issues. As a customer who paid for the product, I expected to receive the proper invoice and relevant documents right away. I am not dealing with a utility store; this is a proper company with 10-15 people working for them.
Lastly, I also asked them for the flash report to ensure that the panels are tested and working as intended. They refused to give the report at first, citing risks of potential forgery, saying how the reports will need to match the serial number on the panels. Obviously, that is how things should be so I told them to give me the report with the matching serial numbers.
Now, they bring up this new issue of how they don’t have the serial numbers of the panels THEY sold; they wanted me to go home and take pictures of the serial numbers to send them over WhatsApp. It was shocking to me how they didn’t have any record of the serial numbers.
In summary, my experience with Excell Energies was disappointing, and I would not recommend them to anyone based on their unprofessional behavior, lack of basic customer-service ethic, and failure to provide necessary documents. If I have to waste my time chasing my rights as a customer, then the business never did their job right.