Poor Customer Service and Product
Chromagens Warranty Back up on service is nearly NON existent. As a building company we have changed suppliers, as Chromagens Evacuated Tube Solar units Would NOT works as meant to and No warranty as we are a rural area .The worst customer service ever - Please do not use them
Appalling Product, Appalling Service. Challenging Staff and Installers.
What to say to make this pollically correct when so frustrated and now Angry. Chromagen would have to be the worst company running in Australia and trust me I’ve come across some challenging situations. Our Cylinder has more leaks than a punctured bladder. It’s only 18 months old. The cylinder was chosen by home builder and placed outside bedroom window on the pathway, facing the hot afternoon Qld sun more than likely why the cylinder only lasted this amount of time. Fortunately we thought this would be covered by Warranty. When calling th...e office, make sure you have plenty of time as it’s one of those message banks, press 1 for this, 2 for that, 3 for this well you get the idea, then put on hold for an age listening to some depressing music and other messages asking if you would like to leave a message or email. By the way they don’t return a phone call if you leave a message. When I finally got through to speak to a real person they asked that I send in photos for evidence of leaking cylinder. I did this and received an email back to say they would be replacing the cylinder under warranty. Great! They would send a replacement cylinder and an installer would contact me to arrange for the swap over. So came home from work one afternoon to find cylinder under the carport. No phone call or communication this was happening. We then thought there is no point placing the Cylinder back in the same spot as mentioned the placement of Cylinder was nowhere near ideal. So called Chromagen and let them know of changes. Mentioned this on numerous occasions and to different admin and other workers. We made arrangements for our Plumbers including his Electrician to mirror the pipes and electrical wiring on the opposite wall. Piping was exposed as to difficult to install in walls without a lot of damage. I contacted the office and let them know we were doing this and they never mentioned a word or let me know this would be a problem. So come the day we had organised the so called Plumbers to install. [Name Removed] introduces himself, I showed him where things were going and where they were. Well that was enough to get him going mentioning he was not informed about installing this in a different location. I said no biggy everything is the same just need to install it. He said oh No he couldn’t do this because the wiring was new and it was in another place and the cover was covering wiring and he wasn’t an electrician so couldn’t remove the cover. (Cover was held on by 4 Phillips head screws). I said that the wiring is exactly the same it has just been pulled through to the other side and the cover was there for safety. I would undo the screws to expose wiring. Anyway his work colleague [Name Removed] turned up and after discussing for an hr and a half they came up with the conclusion they weren’t able to complete the install as it was considered a new install. Ummm yes it’s a new install it’s a new Cylinder. All the pipe work is exactly the same as the other wall except they’re exposed. They are at the same height in fact the install was made easier as the faulty Cylinder had already been detached by our Plumber earlier in the day. It was only a matter of taking off the old pipe work from the faulty Cylinder and placing on new Cylinder and hooking onto new pipe work instead of the existing. It’s that easy I could do it myself. So in the end they came to the door and [Name Removed] asked “How is your day going? My thoughts “You’re seriously asking me this”. [Name Removed] said to install they would have to charge us. French was spoken and they left. As this was a Friday (a day and time they set up for their convenience) we now have no hot water for I don’t know how long. These people would have to be the most challenging, unreliable people I have come across. This company needs to be investigated. Clearly from other reviews I am not the only one who has been frustrated, ripped off and Angered by their products and staff. I can’t tell you what to do but I would highly recommend staying well clear of Chromagen and associates or any Building Company that uses them.
Appalling customer service
I had a hot water system that was spraying water everywhere. I was told that would not be able to have someone out until the next day. They then advised me there will be call out fee of $189 for the first 45 minutes, then additional fees of $55 for every half an hour from then on plus cost for spare parts or a new system. When I requested for a time frame for the appointment I was told that they can not confirm a time, the service tech will call half an hour before they arrive. I then rang on the day they were meant to come, as I had not heard ...anything. I was told the job was cancelled because they could not reach me....but I did not receive a call. Truly horrible service. I was fortunate to cancel the call out and find another knowledge and helpful business call Speedy Hot Water Services, they assisted me on the spot with knowledgable advice and had a tech come that very day. So whatever you do, do not go with Chromagen Australia. I am very pleased I did more research about the business, as most of the reviews are in much the same opinion/experience as mine.
Never go for it!
The builder installed solar/electric Chromagen HWS in my townhouse (so as in another 21). No way I would have done it by myself. Living by myself, without washing machine, TV or any other major appliance I noticed that my daily electricity usage jumped from 5kW (in my other house with all same appliances) to 20-25kW a day!!! It took me few days to figure out what's happening. Apparently this crap HWS was running all the time of electricity (solar is connected but probably has same quality as the rest). Got first bill - 626kW (vs usual 140kW) an...d $223. Talked to neighbours - they got like $300 bills! The tank does not keep water warm at all. Looking at the usage we saw it was heating up at 8 am, at 5pm - the time when I'm not even at home. At 11pm the water was heated up and I go to sleep - it was losing so much heat that at 8 am every day it was heating again for whole hour! Called up Chromagen - they sent their plumber who said that during the night their also can be up to 100L loss of water that goes to prevent anti-frost in solar plate pipe, and guess what? This water doesn't get back to the tank, but goes to the drain! I can't even imagine my water bill that is still to come! Chromagen refused to do anything else, and obviously they didn't want to take it back and return the money. So after using it for 1.5 month I changed the system to Sanden Eco Pump and this is the best decision I made - I'm back to 6.5kW a day. What a bliss. Never go with Chromagen. Absolutely crap company and products, should be forbidden from the market. They tried to sell me their solar panels as well - what a joke! Unfortunately most of us don't have choice if its done through the builder. Had I know in advance - I'd have rather paid extra to get a proper solar brand installed.
Chromagen solar rip-off!
Purchased 300lt Chromagen Solar 31/12/2013. Water tank assessed as not repairable by local supplier a week ago. Six months out of warranty! A quality solar hot water system should last at least 10 years according to my research. The local supplier approached Chromagen and was advised that no compensation for short life would be offered. Do not buy this solar hot water system. Our local supplier no longer offers this product.
I want to provide balance.
Had new home built 2004 and bought 300 lt, roof mount, 2 panel, closed loop, electrical backup hot water system for the builder to install. Had minor problem with relief valve spitting boiling water first summer. Lived with that and it came good. Now 14 years later the tank is leaking. I'm too old to inspect on roof, so emailed Same Day Hot-water (thought it was Chromagen) for quote for replace tank (not closed loop this time as it never freezes). No reply 4 days later, called Chromagen and was told out of stock (may be 4 weeks before new stock...). I cannot agree with those who say 'JUNK' and rubbish. You obviously don't know much about such things. Service? Will probably never know as another make of tank will probably be used and installed by whoever. Employees sometimes aren't customer friendly! Quality? OK, but a tank should not leak - even after 14 years.
Unreliable and expensive to fix
Our two year old apartment block has several Chromogen Hot Water units, which were installed by the builder to service the the complex. In the two years since they were installed they have all broken down constantly and either had to be repaired or replaced. Only the parts are covered under warranty, so we have been billed thousands of dollars by Chromogen to get them all repaired even though they are "in warranty". It's not only the huge repair cost that is annoying, it is also the major inconvenience to the residents in the complex being with...out hot water every time one breaks down. In all my years of property ownership of numerous homes and apartments I have never come across such an unreliable brand of hot water service unit. The fact that all of the Chromogen units have broken down in such a short space of time is appalling and unacceptable. They are junk. I would never buy this brand, unfortunately it was chosen by builder, as they must be initially cheap, but they will cost you in the long run.
solar EV system 4.8 kw
Purchase a 4.8kw solar system paid for in December 2018 still waiting 4 month later
This business will not contact you very hard to communicate with looks like there stolen my money 5000 dollars out pocket saved for years
i not happy with this company should be shut down
The reviewer stated that an incentive was offered for this review
Disappointingly faulty product, lack of support
We moved into a house that is only three years old. The hot water system is not working properly. Called Chromagen - advised it would cost $187 just to come and look at it, and that nothing would be covered by warranty, even though various things on their website say parts of the system are covered for 5 years. Private plumber will at least give a quote before charging. $187 just to look at the problem - not even to fix or a give a quote - that's a bloody joke.
- Verified customer
Outstanding Customer Service and outstanding product
Our house was built in 2014 and we have a solar hot water with a gas booster. After 3 years we replaced the frost valve, which was not a fault of Chromagen but a fault of the builder installing a cheap inferior part.
This year we had a issue with our hot water Chromagen came out and replaced a fault sensor and they waived the call out fee because we had them out in the last 12 months.
The Chromagen solar hot water is cheap to run and is reliable, the service technicians are on time and they are friendly, you do not find this level of customer service in any other trades.
Chromagen went above and beyond and i cannot recommend them enough
Absolutely useless piece of junk!!!!
We bought a house 4 years ago which was 6 months old at the time. Unfortunately either the original owners or Coral homes decided to put a Chromagen solar water heater in. We have had nothing but problems since moving into the house 14 months ago. We have had to replace the tempering valve and the relief valve (naturally out of warranty) and currently on hot days we have the relief valve pouring boiling water down the drain multiple times a week!! This junk system wastes more water than our family actually uses!! When I’ve called customer service they assure me it’s normal but I can guarantee that it’s NOT normal for so much water to be wasted multiple times per week! Avoid at all costs!!
Do not use. They are incompetent buffoons
Don't use Chromagen expecting a smooth process. They may seem cheap, but it ends up costing. You will be dealing with incompetent buffoons. Monkeys at typewriters would achieve more. It is more pleasurable to speak to some one expelling a mixture of gasses out of their butts.
I have had the misfortune of using them for both a heat pump hot water service replacement/installation as well as solar panel installation aided by the Victorian government incentive with rebate.
Firstly but least I'll begin with the hot water unit replacement. I thou...
Chromagen Australia - TERRIBLE
Terrible customer service. Very rude staff - I spoke to two separate individuals from the customer service team to organise a warranty repair to Eternity Gas Continuous Flow water heater. Both agents were rude and made sarcastic comments. This is a reflection of the company culture. Unprofessionalism is in the DNA of the company.
This is worst serving company for Solar Panels
Issue was that Solar Power AC output was not working.
I rang then about 20 times and emailed them about a dozen times.
They sent me an Invoice for over $ 6700 even without the technician visiting the site. They assumed the inverter is dead.
They installed a inverter that did NOT give me any warranty for over 2 yrs.
MONEY MONEY MONEY that all they want. I waited for 3 weeks without any help.
Be VERY CAREFUL and DO NOT FALL INTO THEIR TRAP.
The problem was finally solves forJUST $88 !!! with a local Solar Panel Electrician. The inverter is still functioning.
I saved over $7000 including GST.
Planning to install another 5 KV panels with that money !! by the same fellow BUT NOT chromogen.
Replacement tank lasted less than 4 years
300 litre solar replacement tank lasted less than 4 years. This was a warranty replacement and didn't even last the 5 years warranty currently offered by Chromagen. Chromagen offered a discount replacement which was more expensive than buying off the self.
The solar hot water system is pure junk, had the units replaced under warranty, two times. Last replacement were heat tube type panels, guess what ?? both panels taken off the roof six months apart coz of leaking. They were out of warranty. The money saved on electricity was paid to local plumbers and electricians. Would not recommend Chromagen even to a politician.
I agree with one of the other comments, I can't give less than one star.
No back up support, crappy product, you cannot make contact with them, and when/if you can, they don't want to know you! unless of course they want your money.
Seriously, this company has no integrity whatsoever, and sells very poor quality products, and relies on the government rebates.
I can't understand how they have avoided consumer affairs?
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