2
2
4.5
852 reviews
PositivevsNegative
88% · 75088 · 10%
- See all
Return Claim MadeYes · No
Warranty Claim MadeYes · No
Purchase Price$9,458
Value for Money
1.7
Product Quality
2.0
Customer Service
1.6
Timeliness
1.8
Job Satisfaction
2.7
Rates and Fees
2.5
Installation
3.0
Reviews
Ajdina H. Sydney, NSW 3 posts
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Horrible service
We purchased our system through Ikea and installed large 13.2 kwp system with 33 panelsIt worked at the beginning at least we thought it did until one day I pass by inverter and saw it’s off, so we restarted it and it did worked again for couple of days and every time after raining it will be off again.
So we called them , they came out and couldn’t find anything wrong with it
So this kept happening and we kept calling them again and yet gain they said they will need to check the roof and they will be back again so we waited for that too and... Read more finally they did come and once again they were unable or not capable to figure it out They turned the system on and it was working for a while until one day again I noticed it’s off but this time it will stay off and couldn’t be restarted. We called them , reported it and it has been almost 6 weeks that we are waiting I think it died on the 7/10/23 and we are now 14/11 and so far no one is coming, I keep calling and Perth office lady keeps escalating my case and she told me that’s all it can be done and we can’t have phone number for warranty team. It has to be done through her but she can’t do more than escalate to the warranty team herself and we will be waiting and paying high price It is impossible to get this ppl to help you. I mean do not have company if you can’t run according to the consumer law I wish we never went with them because I am still paying high bills even with this large system. Their panels must be off poor quality because they don’t produce much during sunny days
Value for MoneyJob SatisfactionInstallationTrustworthiness
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Kyle V. Southwest, VIC 4 posts
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Poor post installation care
My Fronius inverter firmware was updated and unfortunately there was a bug that caused the smart meter to stop communicating with the inverter.This has now caused my intervert to generate a maximum of 5kw out of 8kw due to a grid limiter and without the smart meter communicating the inverter is unaware of consumption.
Solargain service department was hard to get hold of, I ended up going directly to fronius to troubleshoot the issue and it was determined my datamanger needed to be replaced under warranty.
Fronius requested Solargain to facil... Read more
itate the warranty replacement but SG wanted to charge me an extra fee for travel.. Which I wasn't willing to accept as SG installed the solar so it would be only fair they do the warranty?? Anyway Fronius were willing to pay the extra amount to cover the travel fee. But then SG said they would schedule my warranty job while their tech was local which was 2 week away in the AM. Which I thought was reasonable. Today I got a no show, I tried to contact the service department that facilitated the appointed. Got nothing back. Wait till after 4pm to find out what happened, I was told "unfortunately the electrician is unable to attend and needs to be rescheduled 6th December! So assuming if the next appointment goes ahead it would have taken over 6 week to get it resolved after been reported.Customer ServiceTimelinessInstallationTrustworthiness
Solargain DM
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Hi Kyle, Firstly, we do apologise that it was hard to get in touch with our Service team, this is definitely not our usual standard of service and I will pass on your feedback to find out what the iss... Read more
ue was there. Unfortunately, our technician got held up at a previous job on the day of your scheduled service and we were in contact with you as soon as were advised. You have been rebooked into our next available day, and we will let you know if there is any way we can move this forward. Kind Regards, Solargain
hotkiwi Perth, WA 145 posts
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Despite promises never received a quote, ultimately refusal by Solargains CEO personally to sell the expansion
Some months ago, I decided to increase my Enphase system, that I bought from Solargain, not too cheaply with its micro-inverters, from 5 to 10 kW as I will have an electric vehicle. I phoned with one of their consultants and being a customer from Solargain, he brought up my profile, together we looked at the airview of the house, and decided where the extra panels could be build. We then went through a long list of questions, to make sure the expansion was suitable, which it was.I collected all the necessary paperwork during our 45 minute cha... Read moret, and was promised a quote the next few days. It never came. I sent them 2 reminders but they remained unanswered. I wrote the executive, [Name Removed], who I had contact with in the past, as there were issues with the panels that Solargain placed, but also he remained mute. My conclusion: These guys have it far too good in the solar industry and just do not care about customers. UPDATE 18 OCTOBER 2022: My decision to give Solargain a second chance proved to be a big mistake. Now more than 3 months ago, I am still waiting for my quote, and when I placed this review, and offered not yet to publish it, but accept their mediation process, I had to wait again for weeks after I had given my address and phone number once more. After that nothing happened again, but today the rep I spoke originally with, phoned me and said that he expected someone else to inform me, not him. It emerged, that the CEO, [Name Removed] who was involved with the first installation of these expensive panels that continuously broke down, had decided that Solargain should not do this expansion of the number of panels. I assume that he was afraid to make the same mistakes again, where microinverters broke down and the Solargain technicians had to come out to replace them under warranty. But no one had the guts to tell me. A good lesson for all consumers: Do not give in this industry poor performers a second chance, and be careful who you go with. i strongly disencourage customers to use Solargain.
Value for MoneyProduct QualityCustomer ServiceTimelinessJob SatisfactionRates and FeesInstallationTrustworthiness
Solargain DM
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Hello, The fault with the Enphase system only came about after the installation of a Tesla from another solar installer/contractor. Regardless, our team still worked to troubleshoot the issue , we ass... Read more
ume you were happy with this service since you requested a quote from us to expand your existing Enphase system. However due to the history of issues since the Tesla installation we do not feel comfortable expanding your current system. Kind regards, Solargain
Sean Goulburn Valley, VIC 24 posts
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Warranty replacement takes forever
My system worked ok until my inverter stopped working. It took them about 1 week to come out to me to tell me the inverter does not work and it will be replaced under warranty.Over 3 weeks later I still have no information as to when it will be replaced. So I have had no solar power for over 1 month.
The manufacture of my system claims they sent a replacement to solar gain over 1 week ago.
But solargain still say they don't know how much longer it will take as they are still waiting to hear from the manufacturer!
My solar system is only about 2 years old.
Edit:
System was eventually replaced Show details
Value for MoneyTimelinessJob SatisfactionInstallation
Solargain DM
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Hi Sean, thank you for the feedback - this is not the standard we have built our brand/name on. We have looked into your case and found that the delays were caused by a large number of our team member... Read more
s being off sick and public holidays. We believe our local team have been to your site today to replace the inverter and rectify the issue. We have passed your feedback onto management, if there's anything else we can assist with please contact us on 1300 73 93 55 or sg.info@solargain.com.au. Kind regards, Solargain
Ssid Sydney, NSW 3 posts
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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. Show detailsProduct Quality
Solargain DM
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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 more
and 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.Get quotes from Solar Panel Installers servicing your area
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elsie perth 6 posts
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3
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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........ Show details
Solargain DM
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Hi Elsie. We've investigated your service case, and can see that your system was installed in 2012, and had a 5-year warranty. If it did fail during the warranty period, unfortunately, you did not rep... Read more
ort it until this year. For a warranty to be claimed it must be reported within the warranty period. In terms of pricing as you were advised, if a full health-check is undertaken, the price increases to $202. We are happy to talk through this if you would like to give us a call on 1300 73 93 55. Kind regards, Solargain.
Robert T.
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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.----------------------------------------
The Issues:
Issue 1: Second-hand inverter supplied by Solarg... Read more
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. Issue 5: Terrible panel Installation and damage to roofing beams. Structurally unsafe and costly to repair. ---------------------------------------- Their Qld representative has been extremely rude and arrogant, and I am just tired of arguing with him to rectify these issues. He did not tell the truth about the second-hand inverter, he blamed me for the badly placed panels, he tried to rip me off by offering a refund of $400 to have 4 panels taken away to improve the shading issue when it cost me more than $1000, and he said Solargain is already losing money for the relocation of the panels so why would they pay for optimizers if required to improve the shading issue. I have ceased communicating with him as I have found him to be unethical, unprofessional, unable to tell the truth, uncooperative and disrespectful. A formal written complaint has been raised with the CEC and to the owners of Solargain to resolve these issues more than 4 weeks ago in the hopes that the owners will get someone more ethical and professional to resolve these issues. I am astounded no one from Solargain thus far has had the decency to acknowledge my complaint just to reassure me that they will look into it so that I can regain some faith in them. It just shows the poor level of customer service this company has to offer. This debacle has already wasted me a lot of time and it has cost me a whole lot of inconvenience. Even if they do come back and fix the issues, once again it will cost me time and inconvenience. Just thinking about it is giving me a headache and a whole lot of stress! Clean Energy Council (CEC) Compliance Breaches: Go to clean energy council website ---------------------------------------- Frankly, this whole debacle could have been avoided if I did not make the mistake by choosing this so-called CEC retailer! Their sub-standard workmanship is a nightmare and a failure to the CEC standards! Their customer service in my experience is appalling! ---------------------------------------- Making a Complaint: If you have had an install completed by Solargain I would urge you to have it inspected by an independent CEC installer and report any issues to Solargain’s head office and lodge a written complaint to the CEC if head office does not jump to it. ---------------------------------------- New Purchase: If you are thinking of using Solargain, think again! Ask yourself, why would you want to risk having any of the issues I have had when there are so many solar installers out there to choose from. Do not make the same mistake as I have! ----------------------------------------Customer ServiceInstallation
Solargain DM
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This case is currently under legal investigation with the Clean Energy Council (CEC). We are still, currently in mediation with this Customer and have been attempting to reach out to them and would we... Read more
lcome them to give us a call at their earliest convenience. We are working with [Name Removed] to resolve the issues he has had to the best of our abilities and are hopeful for a positive outcome to this case.
thislo Perth, WA 23 posts
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Poor communication regarding after sales service
My original review stated: My system hadn't worked since mid December and had been trying to get them to fix it (under warranty) since early February. They usually don't answer emails and it takes more than one call to get them to call back - and then little or nothing happens. Eventually a tech called out, updated the software on the inverter and left. It was worse after the update.Update: It did turn out that they had activated a warranty process with Fronius after the tech called. My Fronius inverter was replaced some weeks after the tech... Read more
called out. The problem was I was kept completely in the dark until a few days before the tech returned to install it, despite numerous attempts to find out what was going on. A lot of angst could have been avoided if they sorted out their communications.Value for MoneyProduct QualityCustomer ServiceInstallation
Solargain DM
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Hi Trevor. Unfortunately in the case of this inverter manufacturer, we do not always have the information until the replacement inverter has arrived at our offices. Nonetheless, we could have done bet... Read more
ter in terms of communicating this information to you and will strive to improve on this in the future. Thank you very much for your feedback and patience and we're glad to hear that your system is now up and running. Kind regards, Solargain.
Steve Victoria 2 posts
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Great until something goes wrong
Ordered a 10kw Enphase system off Hugo in Melbourne a few years ago.He offered a great price and service and everything was installed as promised.
For the last 6 months or so inverters keep failing.
Solargain service has been less than perfect, slow to get people to respond to issues. Show details
Value for MoneyProduct QualityCustomer ServiceInstallation
Solargain DM
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Hi Steve, I'm hoping to follow up your case, but so that I can investigate your order on our internal system, can I please have your details, so that I can look into the case properly? Kind regards, Solargain.
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connorling Perth, WA 4 posts
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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 Show detailsSolargain DM
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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 do... Read more
, however, require that you provide a photo of the sticker and fault-code so that we can proceed with the claim if you want us to attend site to retrieve these images, that is when a call-out fee is incurred. We deeply apologise for any misunderstandings in this, and if you would like any assistance in acquiring these photos so we can assist in processing a warranty claim, please don’t hesitate to contact us on 1300 73 93 55. Kind regards, Solargain.
Girish Perth, WA 4 posts
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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. Show detailsSolargain DM
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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 more
the 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.
Toomas J. Perth, WA 2 posts
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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.Solargain DM
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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 more
further assistance by contacting us on 1300 73 93 55. Kind regards, Solargain.
The D. 10 posts
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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.Value for MoneyProduct QualityCustomer ServiceInstallation
Solargain DM
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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.
Joey Tribbiani
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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.Solargain DM
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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 more
ncluding how to clean your panels please feel free to call our service department on 08 9550 1550. Kind regards, Solargain.
Resinc Solar5.0
Regen Power4.9
Go Run Solar5.0
Zip Solar4.9
Sun Select4.8
Sunboost4.7
Solarmaxx4.8
Solarhub4.9
Sync Energy4.8
Solar Miner4.7
Details
| Category | Online Shops, Physical Shops, Solar Panel Installers and Solar Retailers |
|---|---|
| Offers Free Standard Shipping | No |
| After Sales Service | Yes |
| Services Provided | Installer and Solar Product Retailer |
| Clean Energy Council Member | Yes |
| Clean Energy Council Recognition | Member |
| Solar Connection Type | Grid-Connected and Hybrid |
| Awards | 2018 |
Contact info for Solargain
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Hi Ajdina, Thanks for reaching out - unfortunately we are unable to locate a record in our customer database under your name. Could you please confirm your full name and email address or telephone num... Read more
ber so that we can check our database again. We look forward to hearing back from you. Thank you The Solargain Team