How does EcoRay handle a potential conflict or problem between the customer and our partner
How does EcoRay handle a potential conflict or problem between the customer and our partner?
Although EcoRay does not carry out the installation itself, we are the customer's dedicated advisor and primary contact throughout the entire process – even if problems arise after installation. We work closely with a network of certified and verified subcontractors, but it is still our responsibility to ensure that the entire process is experienced as safe, transparent, and professional for the customer.
One contact person – one overall overview
As an EcoRay customer, you have a dedicated advisor who knows your case, your needs, and your system. If errors, misunderstandings, or deficiencies should arise after installation, we will take up the dialogue with the subcontractor on your behalf. You do not need to contact the installer directly yourself or navigate different levels of responsibility – we ensure that the matter is handled efficiently.
Clearly defined processes and expectations
Our partners work under clear frameworks and quality requirements, to which they commit in writing. This applies to both: response time to errors and complaints rectification of errors due to installation correct documentation and communication cooperation with EcoRay throughout the entire warranty period We follow the case to completion and ensure that it is resolved in accordance with the original agreement and the guarantees provided.
EcoRay's role in disagreements
If a disagreement arises between the customer and the subcontractor, it is our task to: investigate the matter objectively and technically correctly relay and coordinate the dialogue ensure that the customer understands their rights contribute to finding a reasonable and quick solution The legal responsibility and formal guarantees lie between the customer and the chosen installer, but we are involved in the process and work actively to ensure that the customer is not left alone. In practice, this means that EcoRay often acts as a liaison and mediator – and in certain cases, we can also initiate an alternative solution if deemed necessary.
Follow-up and quality assurance
Once a case is closed, we follow up – both with the customer and the supplier – to ensure that the result is satisfactory. If a supplier repeatedly fails to meet our expectations, it may lead to us temporarily pausing the collaboration until the issues are resolved. Our goal is long-term quality and trust in all links.
In short: EcoRay is your dedicated advisor and support – even if complications arise along the way. We take an active part in handling matters and ensure that you have a safe and professional experience, where you are never left alone with a technical or legal challenge.