Origins systems need replacing.
As an existing customer with two properties I signed up with origin solar to make use of the Victoria state government rebate scheme on my residence in Bacchus Marsh. Plenty of sunny days etc. The installation went ahead as planned on the 12th December. Powercore connected the system on the day and it was inspected a few days later and signed off with positive comments from the fellow who inspected it. He assured me all paperwork would be lodged well before Christmas as they only get paid when the paperwork is lodged. Both installer and inspect...ion service. Since that time I have not received all the paperwork that would allow me to make a claim nor has the solar system been recognised on my last bill. When I enquire I am told they cannot speak to me as I am not the account holder despite being the account holder for many years. I feel sorry for some of the staff who do try to help as their system seems a nightmare to themselves and the customer.
Got burnt on a Origin Solar install
I’d just like to leave a few comments like the others on this page about the poor, shoddy quality of Origin Solar installs. They chose to pair up with a crappy Chinese Inverter company called Clenergy whose inverter systems soon break down shortly after their warranties have expired.
If this has happened to you, I suggest that you contact the ACCC regarding your consumer rights and guarantees.
I bought a solar system in September 2011 for $14.3k from Origin and I would’ve expected it to last more than 7 years otherwise it wouldn’t have ma...de a difference to my electricity bills. The Clenergy inverter on my unit is showing a relay failure error and doesn’t work any longer - the first time I had the unit installed the first inverter failed within a week and had to be replaced with this one. I’d either like a full refund for the product under the ACCC’s consumer law re: fit for purpose or a no cost replacement/repair of the faulty unit. If anyone else is having this issue (and I assume a lot of us are going by the previous reviews) then I suggest you guys follow the same course of action. @Origin Solar - please contact me within 5 days regarding this complaint as I hope we can solve this issue amicably before having to further pursue my rights under consumer law with the office of fair trading/ACCC. Yours Sincerly, Kimnary
Replacing new with second hand - now another failure out of warranty
Furious. We have had our solar for 6 years. We paid for a new system. Our inverter Clenery died and had to be replaced. It was replaced with a reconditioned one not a new one. Now this one has died and of course Origin are "its out of warranty". Have contacted ACCC now as i don't believe its legal to mislead us into thinking we are getting a new system and then getting given reconditioned. When contacting origin they were rude and unhelpful. just a too bad attitude. If i paid for new and got reconditioned then i would like my money bac...k, as they mislead me. I was under the impression i should be entitled to new for new. I purchased a new solar system at no time was i told i was getting a reconditioned one installed. Legally I have been mislead. As have many others it seems. Time to get ACCC involved as these practices are unacceptable. I ordered and expected new.... not secondhand being sold as new.
New inverter $2300 lasted 6 months
In April 2018 the inverter died. In May they replaced it with a new Fronius Galvo at a cost of $2300 as the old one was 8.5 yrs old. I only have a 1kw system that I paid around $4000 for in 2010. They took weeks to come as the repairers had the wrong phone number. I kept repeating my phone number to both origin and the repairers. This time the inverter had stopped and on 3rd Dec i rang and waited. On 18th Dec still waiting for a time that it would be repaired I rang again and was told that the repairers had the wrong phone number so they provi...ded them with the correct contact details. That day the repairers rang and said the phone number they had been ringing was provided to them by origin on the job card. The guy from Origin who was very unhelpful had previously told me the reason the repairers hadn't rung was because the office staff were off sick. Now I am told that it will be repaired on 3rd Jan. I had to go to the manufacturers website to get a 5+5 year warranty which was also a mission and no hard copy. Origin never provided me with an original warranty for the inverter but told me i was lucky to get 8yrs as they generally last 5 yrs. I am a pensioner and cannot afford any of this. I stated that I also will be going to the office of fair trading as I will never get my money back for this system. I was told that if the fault was with the AC isolator in the switchboard that would not be covered under warranty even though they put it in there. Dont use Origin as you will never get a straight answer and your time will be wasted by rude case managers.
Origin Solar Total waste of Time
I purchased my solar from Origin * years ago on a 24 month plan, had to wait nearly 12 months for installation, only after constant hounding, once it was installed I changed to AGL,
In October the sharp Inverter suffered an event and stopped working, I did not notice the problem for a couple of weeks, so contacted the very help full service team and signed up for a new inverter on 12 months interest free,that same day i received a call from an electrician to come and do a check on my system the next day, he phoned in sick the next morning, 10 days later still no inspection, no new inverter, no feed in tariff, I just wish i had read this blog before contacting Origin.....Peter
- Verified customer
Waste of money
The system we bought has not performed as promised, I was told initially we could add extra panels to our system (3.6kw system with a 5kw inverter), I have now been told from another company this would be more wasted money and I’d be better off removing this system and starting again. This system is 4 years and has definitely not preformed as we hoped.
Don't buy from Origin solar
They will promise anything to get you on board - great rebates, excellent customer service support, etc. But when you actually have bought from them, none of these happened!
We got the solar with Origin (we also are existing customer of Origins) in March 2018, but in May when we received the electricity bill from Origin, it did not have any rebates on it. There is no way that we have used them all during the day as we work full time and are not at home.
So we tried to contact their customer service team, and apparently none of them is he...lpful. They are more than happy to put you on hold for long enough then you hang up yourself, or transfer you to a different department time after time, then they can get on with their day. It seems like Origin outsourced all its services, including the solar installer and customer services, and of course the electricity provider energex as well. So their database are not shared between themselves (it explains why they need to refer or transfer you to another department), and anything wrong happens, or anyone of them 'forgot' doing something, you will need to contact each one of them yourself, because Origin customer service team just won't help you make the call. Due to this very difficult process, we are still in the process of identifying what the problem is and who's responsible for this. Very frustrated!
Pretty good service by Origin
This is an update of my 1 star "Do Not Purchase Solar Through Origin" review.
I submitted the review for a private response on the 23 March 2018 but decided to publish it today to show the response from Origin as I have never approached a complaint in this way before
Product Review was by far the fastest way to get a response from Origin. I had a response by the very next morning. Maybe it is automatic? Even though I have had to purchase another inverter at a cost of $850 (reduced price) through Origin and have to pay the bill of $328 as I wa...
Don't feel lucky
I installed Origin solar system July 2011 it has failed just outside the warranty, I should consider myself lucky that my unit made it to the end of the warranty time. I think my Mother was the lucky one she had 2 units fail before Origin replaced it with another brand, she had not had a problem with the new brand. We have 12 building all using Origin electricity but not for much longer.
Buy with Origin if you have lots of spare time to deal with on going issues!
-Purchased Zeversolar system with Origin-installed Jan 16
-Inverter unit failed Dec 16
-Replaced with a REFURBISHED unit Jan 17 - compensated me for 1 month loss of solar. I was not happy with Refurb unit & expressed my disappointment but was assured that all the warranties still applied!
- one month later Feb 17 inverter failing intermittently due voltage issue - Origin blamed Energex for fluctuating voltages in SE Qld.
-I got on to Engergex who installed monitor for 2 weeks at my meter box to record any voltage excursions. This data was f...
Refurbished unit failed under 2 years.
Origin replaced my faulted inverter with a refurbished unit. The refurbished unit has failed in under 2 years. I am now being told that is not under warranty. I have two cases open with origin to resolve the issue but have so far had no success. I have talk to Consumer Business Service and they have told me to keep trying to get the issue resolved with Origin because it is reasonable to expect the inverter to last longer than 2 years. I am very disappointed as I have made a large investment. At this stage I would strongly recommend to to deal with Origin when it comes to solar.
- Verified customer
Long term investment, short term support
Our advice to you is to forget any thoughts of Solar until you can cope with the disappointment when it fails, because it will fail and you’ll need spare money for repair costs.
Many years with Origin Energy, Origin Gas so when Origin Solar telephoned regarding the installation of Solar Panels, my wife and I talked it through, couldn’t really afford it, but with all the hype, reduce the electricity bill, save the planet and an existing trust of the Origin Energy brand, we took the solar power plunge.
The system had worked for five and a h...alf years without incident. The inverter (Clenergy Solar Inverter SPH15 ) has failed (Relay Fault) and apparently can not be repaired. The manufacturer, Clenergy apparently does not sell, support or repair this product anymore. Origin Solar will not pay for any repairs or replacement, stating "Origin feels the inverter has exceeded its warranty period as well as the consumer guarantee period" (email: Justin SR00120745 Origin Solar) so all costs to restore the system to working order are ours ($187.00 service fee + $1550.00 for new inverter).
Installation and Aftersale attitude is disgusting
I have had my system for about five years and have learnt a lot since the install. Firstly, my installer buillied me into installing the panels on the eastern side of my roof as, if on the northen side, it would have been more work for him as he would have had to split the panels into two runs. This means i generate a lot less power than I could over a shorter period of the day, ok caveat emptor, and my fault for not insisting.
Secondly, I have recently had my Aero-Sharp inverter fail. The great thing, is that the fault light is green so ...a quick glance everything looks okay. i suspect I lost at least a month worth of generating before i noticed when I looked at my power companies website and noticed nothing was being generated. It then took Origin three weeks to get somebody out to look at the inverter and they replaced it with a refurbished Aero-Sharp inverter. Doing research on the inverters other installers have recalled and replaced these units as they are known to be very unreliable, in fact the manufacturer has gone out of business. The repairers even admitted they were not happy with installing these units as they are pretty much certain it will fail. When I asked the origin case officer about this all she said was "that's what the manufacturer instructed us to do" which is really interesting as the manufacturer is no longer in business, so not sure who is refurbishing these units. Also, the only warranty on the replacement unit is the remainder of the original units warranty so they have no faith in the new units either. I was instructed to check my unit for failure on "at least a weekly basis", hence the case officer has no confidence in these units either.
Secondhand refurbished inverters - not right
My inverter blew up and took out the power in 4 other units in my complex. I rang them to confirm and was advised it was out of warranty by 3 months and I needed to have a site visit at a cost of $179 which provided a report and confirmed that I needed a new inverter at a cost of $1,990. Well I did some investigation into the matter myself and my warranty is covered for another 5 years they had inadvertently put down the wrong inverter in my records. I had an Aero-Sharp and not a Sharp. When I questioned this with Origin they did an investig...ation and confirmed that there records were incorrect. Not once did they telephone me to confirm the mistake even though their technician provided a report with photos confirming the type of inverter installed at my premises. When I confirmed with my documentation and warranty they then refunded the site visit of $179 and offered $600 partial refund (consisting of $300 technician visit and $300 refurbished unit) this is the amount that of the business cost to them. I followed their recommendation on the report and purchased another inverter brand from another solar company which was $500 cheaper than their quote and was able to install the next day. Origin Solar confirmed that they do not have any ETA for the brand of inverter they recommended but sometime in the new year. How is that for service. No compensation for lost FITs - nothing. In all this they made the mistake of documenting their records and I am out of pocket. Origin will also not collect the 30kg old inverter from my premises nor will they refund the amount of money I paid to have a new inverter installed on their recommendation. Both practices are in contravention of the Australian Consumer Laws as a refurbished product is not a similar unit as I did not buy a refurbished product in the first instance. It seems that the inverter manufacturer is no longer operating due to the large number of warranty claims and Orign's Solar's response is to replace with refurbished units. I have been in communication with Origin Solar and they have refused my request. This isn't a request as I have made allegations of breaches of the Australian Consumer Laws. In any event, Solar Origin have subsequently told to me to to ACCC to have them investigate the matter. What service is that. As such, I have today lodge a claim with OFT on my behalf and ACCC as their practices of supplying and denying collection are in breach of the Australian Consumer Laws. I don't know how many others are being affected by their practices of supplying refurbished products but something needs to be done and you should make a formal complaint email to ACCC (firstname.lastname@example.org) and if you would like OFT to investigate the matter on your behalf email (email@example.com if you reside in Qld).
Origin solar products are secondhand refurbished and passed off as new
Origin solar use refurbished inverters, none of them are brand neW, twice the installer has had to change the inverter and both were refurbishes/second-hand, but the charge for you for a new item, when in fact its a used box, it only lasts for up to 2 yrs, after calling them this time they said its not covered by warranty, so they put in used inverter last time and now we are not covered. I strongly recommend going elsewhere for your solar deal do not use origin to buy from or install, they will rip you off and use refurbished equipment!!!!
- Verified customer
Cheap Equipment don't risk it
Now at 5.3 years of our solar working life we have had 3 Inverters. 1st never got off the ground. 2nd lasted just over 2 years and the 3rd, 2 and 3/4 years. Good quality inverters should have an operational life of approx 10 years. Origin states: "With Origin, you’ll get a high quality solar system" This is hardly the case. Just search the internet and see the feedback. Also It's worth looking at a choice report that specifically notes Origins poor record. They have the lowest satisfaction rating at 62% and 1 in 5 installations have problems. O...ur system also took over 3 months to commission and we have lost over 6 months of Solar Rebate. On pointing out issues and there obligations under the Trade Practices Act, instead of being a corporate citizen they give you the equivalent of the corporate bird.
Beware if you are thinking of using Origin to install your solar system. This is another company that appears very helpful when signing the contract and they are taking your money, but if anything happens from the point of installation then forget about asking them for help.
I had an issue where the Origin subcontractor did not complete the job properly when installing the solar system and when the power company came around to change over my meter refused to do it because the job was incomplete. This caused me to get a bill for the call out ...fee from the power provider for the subcontractors failing. I contacted Origin on a number of occasions about who is responsible for paying the bill and each time was told it was not their problem and I would have to contact their subcontractor. Eventually, after getting a final notice for the bill and not wanting to default, I rang the subcontractor who agreed the mistake was his and he honored the bill, so there is no problem with the subcontractor, But as for getting help form Origin on what was their problem, it was only after an email to them about my displeasure with their service that I was eventually contacted. But it was all too late Origin, thanks for nothing.
Nervously went with Origin and now can't speak highly enough of them. They were thorough and made it very simple. I had wanted to go solar for a while but didn't know how to go with. I got a few quotes but the further I went the more confused I got - I just wanted someone to tell me what was right for me. I went with Origin because I have had too many friends who have had problems with their solar only to find out the business is no longer there to help them. The guys who popped it on were great - couple of issues with my house electrics but they figured their way through it. It's working great and I am happy with who I chose.
Questions & Answers
looking at solar but are these reviews for real? Origin should be shot by treating customers this way. How about offering a genuine service and not screwing people
Hi Bryan, we'd love to chat to you about our solar and get the chance to change your opinion of us. If you'd like our Solar team to get in touch with you, please email us at firstname.lastname@example.org with your full property address and contact details. Thanks - Vanessa.
While reading these reviews, I'm getting an add for Infinite Energy, 68 reviews @ over 4/5 rating. That's all I know. Not sure where they operate though.
As an existing customer, would like to inquire about quotation on installing suitable solar panels...
We have a solar panel person from another company, giving us a quote to pay off ….
It seems that most problems are the cheap inverters or a policy that uses refurbished inverters. The premium plus line uses high end Trina panels and Fronius inverters. Does anyone have feedback on this? The 25c rebate, good panels/inverter and good price is still tempting.
Mine was a fronius replaced with a new fronius galvo but the warranty is from the first one. They do not give you a new warranty. I would not get solar again as the AC isolators have a 2yr warranty and inverter 10 years if you are lucky as my first one was 5yrs. Add this on to your cost of the system and in my case means i will be lucky to ever get my money back even with 51c FIT. The cost of my electricity just about equals the solar meter charge and the solar supply charge per day. After nearly 9 years mine has not paid for itself and i am on my second fronius inverter. Origin did not handle my warranty claim well and i had to wait 6 weeks for replacement. As my inverter was $2000 plus very expensive callout charges to assess the problem, the bigger the system the dearer the inverter. E.g. $1999 for 1kw system. Check replacement costs before deciding on size of system. I would also put the panels on the ground facing north and keep them off your house roof. And make sure your inverter is in the shade.
Hi Wade, thanks for reaching out to us. If you've got any solar questions or want more info to help with your decision, please email us at email@example.com, so we can have a dedicated Case Manager reach out to you. Thanks - Renee.
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