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No after installation support
My experience was very bad. The company did not support me at all post installation ( after they received all the money from me). The installer and inspector was arguing with each other as they forget to turn the solar system on and I didn’t receive any support from solargain to rectify the issue. Each time I have to call them to make sure they progress the issue with the system and found that no progress on the issue. I don’t recommend this company at all.
Incorrect estimation of plant output
Initially I was having a very good experience but when I finalised my installation with Solargain guys I realised that there is a shadow problem on my roof which was NOT told to me by your sales agent at the start. When I asked him about it, he said yes there is a shadow problem on your roof and I factored it in our estimation of yearly output from your system. Then I asked him again by sending the copy of quote that is it really true that you have factored in the loss due to shadow? When I asked this question over email he flipped and said, no...we have not, there will be additional 5% loss. Since I finaliased the installation I did not change it and continued with those guys. Now actually after using this system for 4+ months what I am getting from my plant is even lesser, so loss is more than 5%. This is not right and company like Solargain should have proper tools and equipment to estimate the plant output as close as possible so that customers can make the right decisions. I even asked this agent to your "Fisheye" but he said we don't use that. Very bad experience on this front. You have high prices for your system, you don't negotiate the price much on the promise of quality but at the very beginning you don't give right information and service
Process of two parts. Good then bad.
The initial process was fantastic. The customer service representative was attentive and answered my questions in a timely manner. Sadly for us, it was a 7 month delay for installation because of the lockdown in Victoria. I would recommend Solargain for all your solar power requirements. Their knowledge is very solid and helpful.
I deducted two stars because of the following. Post installation (installation completed 17/01/21) has been a major disappointment to say the least. The process of dealing with Solargain, the installer, our electrici...
Caution is advised!
Had issues with FRONIUS Galvo 2 had Solar gain tech come out and with assistance from Fronius seems to have rectified system. However I have LOST a lot in rebates because of this issue and requested restitution of such and was told QUOTE"Just emailing in response to your recent txt RE the lost rebates you would like to claim from us.
I have reviewed your portal and the technicians notes and due to this being a manufacturer fault rather than an error of Solargain or the overall installation of the system, we would at this stage not be compensat...ing for the loss of rebates. You are most welcome to contact Fronius directly on 03 8340 2910 and seek reimbursement from them directly if you wish and this will be up to their discretion. So literally NOT our PROBLEM see the manufacturer WHOM I Quote also: Dear Peter, Thank you for contacting Fronius Australia regarding compensation for low production of your solar system.
The customer service support is terrible
That company has the worst customer service support. After 2 weeks of having the rebate and the loan approved. I haven't received any call to arrange the installation and when I call them the excuse is that they are busy because of Covid. If you want solar panels from this company you have to beg them.
Don’t use solargain. Buyer beware.
Absolute rubbish chromagen solar hot water system that solargain sold us just 6 years ago. The main connection into the tank had rusted and we were told we would have to buy a whole new system. Solargain were rude and dismissive about selling such rubbish. Be aware of their salesman crap speech. I will never recommend this disgraceful company to anyone.
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Terrible after sales service!
Having just paid over $12,000 on a brand new product..Q Home from Solargain I am really disappointed with the after sales service...or rather lack of service! Although the installer did a good job, despite having never installed this product before, the technical communications with the inverter continues to be a problem that neither Solargain or QCell want to resolve! Very much over it now! Will never recommend either of these companies and will be heading to consumer protection!
Do not use! There's some gotcha!
I am extremely disappointed being a return customer for my second installation. The initial quote and follow up process was prompt and sweet. But as soon as the Solar VIC approval is completed, things went down hill.
The installation time given was more than three and a half months and the final installation date keep getting moved further out. When questioned, the I asked nicely to see if they can do anything to expedite the install, the sale rep bluntly send through a cancellation confirmation email with no other information. I sucked this u...p as my approval was last year with $2250 rebate and this query was done after the new year with reduced rebate, decided to wait until late March. While all my friends using other installers all got their systems installed within a month of approval, my wait until late March was ridiculed by all of them but there's nothing I could do. Fast forward a few months, few days closer to the installation date, nothing was heard from Solargain until I sent them a follow up email, only to be told to hold off for another couple weeks as they are waiting for approval from the power supplier (Powercor), paperwork was not done in time. From my understanding, the Powercor approval lasts for three months so I'm not sure why they have to wait until the last few days to submit (when I emailed them) and then there's extra wait time for it to complete. Also got hit with an extra $300 for the inverter to restrict power export to 0 KW at the last minute, the same device can be bought at other place for around $100. When questioned why this potential cost not disclosed at the start of the process, they just said sorry we'll improve the process and I'm still gonna get charged the full fee. They have came to know of the 0 KW export limit for other installations around the area since January but didn't bother to let me know. So out of frustration with all the stuffing around, I decided to cancel the installation even though I know I will pay way more for another systems as the rebate has reduced (silly me! or not), however I am feeling good as Solargain will not get a cent from me as they are not looking after their customer.
Called Solargain on the Monday and was advised I would receive a call back within 48 hours, come Saturday no call back and inverter is still not working. Very disappointed.
Multiple delays and a failure to meet the CEC code of conduct
My experience with Solargain was poor to say the least. This is a long review, but hopefully steps out the multiple failures of Solargain across the quote - install - post install process so you can avoid the same mistakes I made in choosing them for your system.
I requested a quote from Solargain on 09/09/19. Over the next couple of days via phone and email I asked for some simple amendments to the quote. Some of these were made, others (such as removing 1 panel from the quote) were not. I went back and forth about 4 times before being to...ld that the quote didn’t really matter as it could be amended after submission to the Solar Victoria portal. I finally asked the consultant to provide a copy of the quote to my specifications that could be accepted by myself and submitted to Solar Vic by solargain. This simply didn’t happen and the consultant stopped responding to my calls or emails. As a result, I missed the rebate window and my install was delayed. The CEC code of conduct states that ‘Approved retailers will provide you with the necessary information in writing to enable full education about your purchase prior to entering into a contract.’ I should have listened to my gut and avoided Solargain based on my initial interactions, but they had so many good reviews that I led myself to believe that things would get better - they didn’t. I tried again to get the correct quote uploaded by Solargain for the October rebate and again the consultant was unwilling to correct the quote to the system I’d actually asked for (13 panel Jinko, 5kw Growatt inverter - nothing complex!). Finally the consultant promised to correct the quote and submit it to the portal with two days to spare before the next rebate. Frustratingly he then failed to do so, and when I called to find out why I was advised that he’d gone on holiday. If I hadn’t followed up and chased a new consultant I would have missed that round of rebates as well.
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The actual product is very good but the people that recommended us to Solargain have not received any reward. We have recommended two others and have received a spotters fee ($100.00) for one. When I contact to find out if I am getting a rewards it's always, "I'll pass this on to the rep". Don't expect me to forward any more names.
12,000$ system not working
This company was proficient at selling an installing the service. But they failed to do the engineering required to ensure the system would function. We're on rural residential with a long wire run to the street and that situation causes the system to turn on and off due to an overload. The second technician that arrived said the first team should have immediately known the system would fail to operate. Some fixes were made (took a month at least during which we couldn't run our system) and still the system shuts on and off. If you have anything slightly different than the suburban norm, this company might not have the brain power to suit.
BEWARE: After sales support is atrocious, untrustworthy
I had to update my review and change it to 1 star, because from the initial install date on 18 August 2019 until now, 4 February 2020 (that's almost 7 months!) I am still having problems.
Since my initial review, a few extra problems arose:
1. Leaking roof - (partially fixed)
2. My switchboard was "upgraded" as part of installation - the result: my oven is not working, including some power points in the house and some lights in the garage. It looks like Solargain are trying to wash their hands of this one.
I don't know who this is, So...largain or their subcontractors but where I come from, neither of them should be in the business. I called to report (yet) another problem on 4 January 2020, only to be told that "someone" will give me a call back. Same story every week. I call, I am told that someone will call me, and nothing happens. Is this Solargain's business model? Tell the customer that someone will call you back, stalling for time hoping that the problem will go away by itself? I referred 2 other customers to Solargain (before the problems started) and this is what I get.
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poor quality after sales service
Hot water system failed after less than three years. The switch for the booster seemed clearly faulty, something was clearly 'not right' about it when switched on, and flicked off of own accord. Described problem accurately to Solargain who concluded was likely the element or the thermostat (neither covered by warranty btw) as that is what it "usually is". Sent the repairman. When he arrived we immediately described the problem to him (that something was wrong with the switch) - his repsonse "oh I don't deal with that, can't touch it". Proceed...ed to charge us a call out and went on his way. Now we have to get electrician. Had they listened to us and explained that repairman could not deal with electrical issues we would have called an electrician in first place. Waste of money and more days without hot water.
Installation process is good but after service is bad
Installation process is smooth. But after service is bad. Govt has chose my house for inspection and found lot of issues with the installation, i have contacted regarding this from October 2018, 2- 3 times but till now the problems are not rectified.
Questions & Answers
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.
How to download the solar gain app
Hi Pat. We do not have our own app, but the inverters we supply often do. What brand of inverter do you have installed at your home? Kind regards, Solargain
Thats what children are for, remotes & Apps
I have just had a solar system installed and they put the wrong panels on my roof. They gave me 22 stp 300s suntech panels and we should have had 21 315 watt trina split cell panels. My question is should I get them to swap the panels to the correct panels or are the ones I have been given just as good and I leave them on the roof save messing about.
Hi Gary, was the system installed by Solargain or a different company? We don't stock the products you're referring to (Trina or Suntech). If you would like to discuss this over the phone, please call us on 1300 73 93 55 and ask for our Service Department.
Get an answer from our members and Solargain representatives
|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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