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- 2 reviews
- 1 like
Invertor warranty replacement
Big thank you to Rockingham Solargain in obtaining replacement Goodwe invertor which failed just on its 5 year warranty period. Excellent customer service with ensuring a new unit installed, highly recommend them
- 6 reviews
- 1 like
Excellent service
It’s been 5+ years since we had Solargain supply us with our solar hot water system today l rang Matt at 4pm to say a valve had developed a leak, at 5pm l had Nick a plumber on my roof 6pm job done.
These guys are so good don’t look anywhere else 5 star service.
Hi Chris. It's great to hear that our boys were able to help you so quickly. If you ever need any more assistance please don't hesitate to get in touch. Kind regards, Solargain.
- Verified
Poor service before and after sales
I only went with this company due to IKEA although they are 2K more expensive for similar systems. Overall i am really disappointed with the service provided. Firstly my installation was cancelled without any notification first time and delayed again 2nd time. The installer wired the smart meter incorrectly and its been 3 weeks and more than 10 phone calls with no action taken. Finally i have been sold a 9.9 KW system without advising me regarding the 5 KW export limit. Overall I dont see any value paying extra for this company when they don't have acceptable before and after sales service.
Hi Ashik. We apologise for the delay in response time, this is uncommon for us and we have raised the matter with management to ensure it does not occur again in the future. We can see that you have a...
Read more site visit booked for later this week, we hope this resolves any issues you have been having. If not feel free to contact us and we will ensure that your case is seen to ASAP. Kind regards, Solargain.
- Verified
Very poor customer service though the price is comparatively very high than competitors
Its only a few days since Solar gain installed. There are multiple roof leaks. Their price is comparatively very much higher than competitors and they convince to you by saying that their after sales support is very good thats why their price is high. But after the sales, I am now struggling to get support. Its been almost a week since I reported its leaking, No one has come forward to fix. They will send the technician based on the availability. Very bad customer service and rude.
Hi Ssid. This is a very unusual case and we will be forwarding it on to management for further investigation. We can see you have had issues with multiple cracked tiles in various places on your roof ...
Read moreand it is hard to distinguish which ones were caused by the panel installation because, as you said to the installers, you had leaks in those areas prior to installation as it was. Regardless we were still happy to attend and fix these tiles, and did attend the next day, but were unable to swap out the tile due to poor weather. We scheduled for the next available day, but you cancelled to have a builder attend in our place. We can see from your last email that you claim the builder fixed all existing leaks prior to installation however you are now reporting new leaks. As previously discussed we are happy to attend to replace any cracked tiles caused by our installation. If you would like to get in touch you can always contact us on 1300 73 93 55. Kind regards, Solargain.
Hi there,
There was no leak prior to the solar panel installation as the builder has fixed the leak around May 2020 as there were rains too.But following the Panel installation by Solargain on 20 Jul...
Read more 2020 , it started leaking when the rain came on 26 Jul 2020. I only engaged Solargain first to assist, but your agent was hesitant to assist and asked me to engage Builder. Otherwise I would not have engaged Builder. Builder came straight away to have a look where I reported the leak . But the Solargain technician was only availabe on 3 Aug which is a week after the actual damage was notified .Hi Ssid. Looking at the email thread between you and our support team, we can see that it was actioned the day after you reported the issue, but due to the weather, it was unable to be swapped out. We...
Read more rescheduled for our next availability, however in that time, you scheduled for the builder to attend and cancelled our teams visit. Since then you have informed us of additional leaks, which we are working with you to resolve, but as you have had people other than Solargain on your roof within a small time span, it is difficult to determine the exact specifics of these leaks and we thank you for your patience in this matter. Rest assured that if we conclude the damage was indeed caused by our installation team, all leaks and damages will be repaired and covered by us. Management will be in touch to discuss this with you. Kind regards, Solargain.
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- 3 reviews
- 4 likes
Very impressed
Very impressed with this company especially their after sales support and service, they are very professional and reliable, I cannot be happier with our dealings with them, I highly recommend them.
Hi Lee. We're very happy to hear you have had such a good experience with us. If you ever need further assistance, please don't hesitate to contact us on 1300 73 93 55. Kind regards, Solargain.
- 3 reviews
- 1 like
Break every 1.5years, cost $222 to claim warranty of faulty unit
Have had solar gain installed in 2016, it broke in 2018, constantly reconnecting instead, got it replaced under warranty at no cost. It breaks again in 2020, called them for warranty, the lady wants me to pay $222 for them to come and look at it then have it replaced. Whole point of installing solar is to save money, it's gonna cost $222 every 1.5 years, more than what I saved from using solar. Don't recommend them
Hi Connor,
Looking into your case we can see that you are a Solargain customer, which means that there should not be any costs related to the attendance for replacing an inverter under warranty. We d...
The operator definitely said they have to come out to "do testing". Ask her to send me an email of what had said and she said she did but never received. What email do I send image to?
Hi Connor, please send the images to service.westcoast@solargain.com.au. We will be in contact once we have lodged the claim or if we require any further information. For your reference, your case number is #47457. Kind regards, Solargain.
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- 4 reviews
- 4 likes
- Verified
Very poor after-sales warranty service
The NG booster supplied by the company Solargain has stopped working during the warranty period. They gave me an appointment for their technician to visit me after 3 days. And on the day of appointment, they called to say that they have re-scheduled my job after 3 days. This is in spite of the fact that I pleaded with them that my property is without the hot water for the past 7 days now. They just don't seem to care.
Hi Girish, we appreciate your patience given the circumstances and are doing our best to assist you with getting hot water as soon as possible. As you’re aware from the conversations with our team on ...
Read morethe phone, the unit which was installed in 2011, is no longer under warranty and the technician who was initially booked has fallen ill. We also advised that should another technician become available, we will have them attend to your site ASAP. We realise this is frustrating, however would like to assist you as best as possible, so if you’d like to discuss this further, please feel free to contact us on 1300 73 93 55. Kind regards, Solargain.
Terrible experience
Have had appalling experience with Solargain from the start of installation throughout the warranty of the product what they sell.
Installers actually burned down my oven and central air-conditioning because electrician didn't screw down wires correctly in the electrical box. It happened during the winter and I just had 1 month old son home from hospital. Only way to keep his room warm was to use electrical heater. Oven was fixed same day, but air-conditioning took a month because of the spare electrical board needed.
As soon as system was...
Read more up and running inverters started to restart themselves randomly. Discovered that installers have used thinner cable than allowed by standard over the distance what I had in my house. Again they had to come back and pull off old wiring and run thicker cable. Few months later one of the Solaredge 2500H inverter fails to start up in the mornings randomly. I advised Solargain as soon as this happened August 2019. After several Solaredge handymans and after several Solargain handymans 27th of November inverter was changed out. This is 3 months of endless calls/emails/reporting and lost money as system produces half what was expected. Week later I'm happy to say that new Solaredge 2500H inverter is still not working!!! Solargain Technician did the setup and advised that everything is up and running without any problems. Went to check 5 minutes after technician left and to my surprise inverter wasn't done as inverter was showing fault and didn''t produce anything. On 29th Solaredge logs into the system and fixes the problem, all I have to do is wait until Monday and everything should be up and running by that time. Monday arrives and inverter doesn't produce anything and on display it's showing restarting in next 1120 seconds, like this over and over again. Calls to warranty department always end with 'we will call you back' but no call ever comes. Lead time to solve these problems are just ridiculously long. I was even promised call back today 3/12 to advise when Solargain technician is available to attend, but as expected no call from Solargain. I have asked multiple times to take system off and give money back, but no one has actually responded to this. By 3/12/19 I don't have working system what I paid for and was promised by Solargain. Will update this once system is fixed, removed or no action at all.Hi Toomas, thank you for the feedback. This is definitely not the type of service we pride ourselves on. We can see now that your case has been actioned and closed, please let us know if you need any ...
Read morefurther assistance by contacting us on 1300 73 93 55. Kind regards, Solargain.
- 7 reviews
- 2 likes
Worst decision
The initial installation went well - I handed over my $3,500 and Solargain claimed a MUCH LARGER amount against the then government subsidy scheme. Things were OK for a while. I recall having one warranty claim for a part that failed. Then another part failed, outside the warranty period and I paid a considerable sum for the repair. I discovered that if any part in the system fails, the first you know about it is when your electricity bill arrives and there is nothing shown as 'feed-in'. Apparently owners have to monitor the tiny LCD scree...
Read moren, write down numbers, and see if they get bigger over time. There is no warning light or other indicator of failure. Recently it failed again - I paid $418 for an electrician to come out and replace two more of their circuit breakers that failed after only about 11 years. I still don't see how 2 circuit breakers can cost $180 + GST. The other circuit breakers in the meter box are now well into they 15th year and show no signs of failure. A bit too convenient I think. I estimate that, at this rate, the system might just pay for itself when I am about 295 years old. Every time I have a problem the company is certainly very easy to deal with. They are friendly over the phone, prompt and efficient - and it all comes a great expense to ME. And when I ask about the reliability of the components installed in my system I am told something like ... "oh yes, they are an older model and they did cause a few problems". Statement of the obvious! Solardrain states on their website . . . 'Genuine care, long after your solar energy system has been installed' This is incorrect; it should read . . 'Genuine financial pain long after your system is installed'. I deeply regret investing $3,500 of my money plus what the taxpayers put in for a PV system that is just unreliable at best. I can't even feel good about saving the planet.Hello, thank you for providing your feedback and apologies that you have not been satisified with your system performance. We have just sent you a private message for more information. Kind regards, Solargain.
Yes, I have received your message. My emails have been responded to also. In essence, out of warranty so not interested. Dodgy equipment from the start. A total con.
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- 8 reviews
- 12 likes
- Verified
Seems a great product but no support
We got our installation a few years ago now, Solargain were very helpful and we made an upgrade to the Emphase micro inverts due to the challenges of getting 20 panels on the roof. They seem to be working great and have made significant reductions to our power bills. The Enphase envoy is pretty basic (or was then) but stopped sending info sometime ago, I did not make a big effort to get it running at the time as the info it provided was very very basic. I been trying for 12 monthss to get it up and running again to see if the online info has...
Read more improved and it will not boot. IT support was not able to get it running as it apparently is overloaded with data because it dropped of line and that the Envoy has a fault where it cannot then dump the data, thus failing. Contacted Enphase to be told that it is a known software issues, we attempted to fix it to no avail. They recommended I take the Envoy to the Enphase office where they would attempt to dump the date. Upon drop i was told i wold be called in a couple of weeks with outcome. Couple of months later I called them where the person who answered advised "it not our proudest product". I asked for a call back but instead got an email saying it did not work and I would need to get another one.The Enphase support guy was telling me i might need to buy a new Envoy due to their software issue... I am told the Envoy only has a 2 year warrantee, my understanding was I had 10 years on my system, based in email i received at time of purchase from Solargain. Sales guys were sensational Install guys were sensational After sales service is hopeless. I would suggest picking someone else and stay away from Enphase at all cost as they do not back their products.Hi Colin, thank you for the comprehensive and honest review. We have provided this feedback to Enphase and I can see that we have also created case #55632 which is under review with our management. T...
Read morehe warranty for your system's microinverters is 10 years and the monitoring device has a shorter product warranty as stipulated in the manufacturer's T&C's. If there is anything else we can assist with please let us know. Kind regards, Solargain.Receive up to 3 quotes with ProductReview.com.au
- Verified
Careless Service
The inverter they installed stopped working for 5 months because of repeated error codes. They came back and fixed it but after they left the system was still underperforming. I called them back to the property (which cost $240) and they told me that the panels were filthy which is why the system wasn't working properly. I thought for $240 they could at least clean the panels but no. They didn't even explain to me how to clean the panels myself. On top of that the technician put a fair amount of dents in my tin roof because he didn't use planke...
Read mored boards or walk on the rafters. The whole experience felt like I was an inconvenience to them. Seems like they are nice when you pay them to install the system, but if something goes wrong they couldn't care less about helping you fix it.Hi Joey, thank you for your feedback. We're sorry to hear about your experience. We have sent you a private message for more details so that we can find you on our system. If you have any questions, i...
Read morencluding how to clean your panels please feel free to call our service department on 08 9550 1550. Kind regards, Solargain.
- 65 reviews
- 41 likes
Buying process good, after service most horrible, useless
We bought a top of the line solar system with micro inverters. They are slightly more expensive than the competition but with so many going out of business, thought it would be safer to buy from a big company. Only after installation it became clear that our house with two switchboards was not compatible with the software so that was a big disappointment as we paid for it. 12 months later an electronic message is there that something is wrong with the production of electricity. Called Solargain and my wife took morning off work, butvtgeckectri...
Read morecian scheduled for 8:30 never showed up. Rescheduled for one week later, again at 8:30, another half day off work, nobody came. Called Solargain, who informed that they had changed the visit of the electrician to around 12. Have yet to see if that really happens. It makes you wonder how much the customer counts for them. If they change the agreed time, is it such a. If deal to call the waiting customer and let them know ? Conclusions: they sell good products but prices at a premium. Then as soon as installed on the roof they dump you as a customer. Never again. Note: almost two years later after a lot of complaining a cable was laid and the issue resolved. Finally.Hi there, thank you for your honest feedback. We're pleased to hear this issue has now been resolved despite it taking some time. We'd like to apologise for the inconveniences it may have caused you a...
Read morend your wife. We'll be taking your feedback back to management for consideration so we can improve our service for all of our customers. Should you need anything further, please don't hesitate to contact us directly. Kind regards, Solargain.
Only 2 years later another problem with Solargain and Enphase. It is becoming a debacle. Suddenly one on the micro-inverters broke and the panel went to zero production. Inverter was replaced. Conseq...
Read moreuence: ever since the panel produces 60% from what it did before. Without doing a site visit, Solargain claims it must be shade. However, there is no shade in the area of that one panel, that worked well before the inverter broke. They have escalated to Enphase who seem to be bad of hearing. Conclusion remains: Solargains is expensive, installs well, but do not want to know you anymore if you have a problem with their product. Fool me twice ..............Hi. I have sent you a private message, could you please respond to it with your details so that we can find you in our database and investigate your case properly to see if we can do anything further to help. Kind regards, Solargain.
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Questions & Answers
I would like to know does Solargain install solar panels on 30-35 degree terracotta tile roofs (mine is up to 32-33 degrees). What about 35+ degree roofs (asking for a relative). Please advise if there is a limit to what Solargain can install.
Hi Rick. Due to our installation and safety guidelines, our installers are unable to work on a roof of this pitch. Thank you for your question. Kind regards, Solargain.
Can I claim the current government rebate to install a battery to an existing system?
I have a question. Your company was going to install a 6.6KW system on our roof last week but they said the roof could not support your panels.
I then asked for a quote for solar stands on the back lawn and they were suppose to contact me this morning but no one has.
Due to your company stating my roof will collapse if the panels go in I have contacted my insurance company and they are sending out their own structural engineers to see if the roof has been damaged by recent storms and then get it fixed so it can hold panels.
It seems I am phoning up about this to see what is going on.
So decided to post in here in the hope that some one gets back to me.
Hello
Have you heard anything back from Solargain? Also at what point did the installer come to tell you about your roof not being adequate, was it on the day of the scheduled install or before? Did y...
Hi Colin. We're very sorry we missed your question until now. Would you be able to contact us at sg.marketing@solargain.com.au so that we can find you in your database? Kind regards, Solargain.
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Details
| Category | Solar Panel Installers and Solar Retailers |
|---|---|
| After Sales Service | Yes |
| Services Provided | Installer and Solar Product Retailer |
| Clean Energy Council Recognition | Approved Retailer and Member |
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Hi Criag. Great to hear that our Rockingham team were able to assist you in replacing your inverter. We hope you keep on enjoying your solar energy system now that it's back up and running. Let us kno...
Read morew if you ever need any further assistance. Kind regards, Solargain.