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Took months just to do a PV service...
Tried to book them to do a solar system health check but they kept sending incorrect quotes, and just generally not responding. Despite me sending them an email more than a week before the appointment, stating that unless I received a pro-forma invoice or quote, for the correct amount, I did't want to continue with the job, they still sent an engineer. This is also despite their Ts&Cs stating that, if I didn't pay the pro-forma invoice at least a full day prior to the appointment (which I didn't) the appointment would't go ahead (which it did!)...Only because I called them and got them to agree to send the corrected pro-forma invoice through, today, did I agree for their engineer to attend. We'll see if they deliver on yet another promise. However, the work is done and the ball is now in their court, as I haven't paid yet. I would be involving CAV at this point, if I had. Solargain have made what should be a very straight forward process unnecessarily difficult.
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
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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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.
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.
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
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.
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.
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.
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.
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.
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.
Questions & Answers
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.
Some years ago Solar Gain put us in 6 panels and later a new hot water system. We were impressed with the service but would like some advice/quotes on possibly upgrading the current system we have. We live in Maida Vale
Hi David, thank you so much for taking the time to write a review. We're so happy to hear that you're impressed with Solargain! We've sent you a message regarding the advice/quote. Kind regards, Solargain.
David, like you we installed six panels and a 1.2 kW inverter along with a solar hot water system with a gas booster. The solar panels was via solargain and after ten years our inverter failed. Our hot water tank started leaking so we had Solargain install 9 panels, a 2 kW inverter and an i store hot water system. So far we are very happy but it has only been installed for about five weeks. We are producing a lot more energy and lots of hot water.
Hi Golly, thank you for the advice. iStore is an exciting new & innovative product and we are sure that you will be very happy with it. We look forward to getting your feedback in the future. Kind regards, Solargain.
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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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