Experiencing an issue with your LightReach solar system? We're here to help! This FAQ provides quick answers to common questions about system service, damage, and what to do in various scenarios.
Q: My LightReach system appears damaged. Who should I contact?
A: If your LightReach system has sustained damage, please reach out to us promptly so we can assess the situation and provide support. You can easily request service online.
For immediate assistance, we also offer several convenient contact options:
Live Chat: Connect with a representative by clicking the icon in the bottom right
Phone: Call us directly at (855) 339-1831.
Email: Send us a detailed message at [email protected].
Our team will work with you to troubleshoot the issue and, if necessary, coordinate a service visit to get your system back up and running smoothly.
Q: How will I know if my LightReach system is damaged or not performing optimally?
A: We've got you covered! Palmetto actively monitors your LightReach system for any hardware issues or production losses, ensuring everything operates as it should.
For your peace of mind, you can also proactively monitor your system's performance using the Palmetto app. The app provides real-time insights and will notify you of any hardware alerts, keeping you fully informed.
Important: If you observe any physical damage to your solar system, please notify us immediately. If it's safe to do so, capture pictures of the damaged area.
Q: If the electrical grid goes down, will my LightReach system continue to provide power?
A: For solar systems without a backup battery solution, power will not be supplied during a grid outage. Your LightReach system is designed to work in conjunction with the grid for safety and regulatory reasons.
Q: Who is responsible for the cost of servicing and repairing damages caused to my system?
A: We understand that unexpected events can occur. For damages to your LightReach system resulting from severe weather events or natural disasters, Palmetto will cover the associated parts and labor costs.
Q: My roof was damaged during a storm, and my solar panels are in the way. How do I get my roof repaired?
A: We're equipped to safely remove and reinstall your LightReach solar system, allowing for necessary repairs to the underlying roof structure.
Important: While we assist with the removal and reinstallation of your solar system, we are not responsible for any associated costs of removal, reinstallation, roof repair, or any roof damage caused by a severe weather event or natural disaster.
Q: If I lose power due to a severe weather event, will I receive compensation for this downtime through my performance guarantee?
A: No, performance losses that are a direct result of a severe weather event or natural disaster are not covered as part of your performance guarantee. The guarantee typically covers system performance under normal operating conditions.