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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.
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.
Rubblish Aftersales Service
Rubbish aftersales service.
Solargain are chasing me for $202 for a callout fee despite continuing to tell me the fee would only be $160 and when I booked the callout not being able to tell me the sytem was out of waranty.
After not responding to my emails for a month Solargain finally told me my system is out of waranty.
Their tech told me the inverter on the unit they installed only ever produced 440 units and which Synergy shows only exported power for 6 months so it definitely failed during the warranty period.
In addition to the $202 they want $1000 for a "new" inverter........
I can't believe the magnitude of issues I have experienced with Solargain - It is just a Nightmare!
The pictures below tell the sorry story! My experience with Solargain has been extremely stressful to say the least. I have had multiple serious issues with them. If you are considering Solargain, think again! Do you really want to risk having the issues I have, and go through the stress and hassle that I have to endure with Solargain? There are plenty of Solar companies out there so why take the risk! Do not make the same mistake as I have.
Issue 1: Second-hand inverter supplied by Solarg...ain: Being “fobbed off” with a second-hand inverter while being invoiced full price. The inverter was installed on 31st Oct 2019 but was registered since 18th July 2019 and has logged more operating hours than the time installed confirming it is NOT a new inverter Issue 2: Panels badly placed and in shade - Producing much less than expected solar output. Issue 3: Switchboard fire - Causing a dangerous electrical fire. Issue 4: Internal property damage - Water ingress and damage to the ceiling.
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
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.
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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...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.
2Kw micro inverter array installed but Envoy failed less than 3 years in.
Was reasonably happy with the install although the sales guy on the phone didnt know much about how solar panels function when the sun was low in the sky. Anyway the install was fine and everything was good until the Enphase Envoy stopped reporting data. Solar gain sent a tech out who concluded their was "noise" in our power cables and that was messing with the Envoy. We tried moving it to other power points, testing where the noise might be coming from but it was all inconclusive. In the end Solar gain just said we'd have to buy an updated version for over $600!!! It was still under warranty but the "noise" issue is apparently our problem even though it worked fine for 2.5 years. Very poor customer service. Would not recommend.
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...n, 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.
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...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.
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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...d 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.
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...cian 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.
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.
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|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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