We Understand Your Frustration

We know that when your solar energy system isn't working properly, it's more than just an inconvenience—it affects your daily life and peace of mind. Our team is committed to resolving your issue as quickly as possible. This form ensures we have all the information needed to provide you with immediate, expert support. Your satisfaction and system performance are our highest priorities.

Client Information

First Name *

Last Name *

Email Address *

Phone Number (Best Contact) *

Alternate Phone Number

Installation Address *

Complete address where the system is installed

Original Installation Date

Account/Invoice Number

Sol-Ark System Configuration

Sol-Ark Inverter Model *

Serial Number (Found on inverter label)

This helps us access your specific system configuration

Battery System Configuration *

ECHO 2.0 Battery Modules ECHO 3.0 Battery Modules Guardian Shell Energy Storage Guardian Tower E2.0 Other Battery System Not Sure / Need Help Identifying

Total Battery Capacity (if known)

Solar Panel Array Size

System Type *

Troubleshooting Attempted

Have you tried any of these troubleshooting steps?

Turned system off and back on Checked circuit breakers Checked physical connections Reset monitoring app/display Reviewed user manual No troubleshooting attempted yet

Additional Actions Taken

Have you contacted us about this issue before?

Previous Ticket/Case Number (if applicable)

Impact & Urgency

How is this affecting you? *

🏠 No power in home/business ⚕️ Affecting medical equipment or essential services 💼 Business operations disrupted 💰 Unexpectedly high utility bills 🔌 No backup power during outages ⚠️ Safety concern 📊 System not performing as expected

Is this a safety concern? *

If you selected an immediate safety issue, please also call 911 and our emergency line

Financial Impact

Support & Communication Preferences

Preferred Contact Method *

📞 Phone Call (Immediate) 💬 Text Message 📧 Email ✅ Any Method - Just Contact Me ASAP

Best Times to Reach You

Morning (6am-12pm) Afternoon (12pm-5pm) Evening (5pm-9pm) Anytime - This is urgent

Do you need an on-site technician visit? *

Access to Installation Site

Your Expectations & Additional Information

What would a satisfactory resolution look like for you?

Is there anything else we should know?

How frustrated are you on a scale of 1-10?

Current level: 5 - This helps us understand your situation better

Warranty & Service Information

Do you have an active warranty or service agreement?

Authorization for Emergency Repairs

I authorize emergency repairs if needed to restore power/safety I authorize diagnostic work to identify the problem Please contact me before performing any work

⚡ Our Commitment to You

CRITICAL issues: Response within 1 hour | HIGH priority: Response within 4 hours | MEDIUM priority: Response within 24 hours

We will contact you using your preferred method as soon as possible. A senior technician will be assigned to your case.

Emergency After-Hours: Call (858) 544-0227

Email: support@sunfusion.us

⚠️ For Safety Concerns: Include "SAFETY URGENT" in email subject line

🔧 Priority Support Request