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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.
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
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.
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I was sold a 3kw system by a [Name Removed] from Solargain back in 2014 I was assured by [name removed] it would have a 10 year warranty on the Fronius inverter as this was a must have on my check list. On install I did not receive any warranty cards just a document stating a ten year warranty.
In the middle of 2020 I noticed my power bills increasing, the inverter was only producing 3 to 5 kw a day far from the 11 kw a day I should have been getting, on contacting Solargain for a inspection under warranty I was advised in an email from [Name ...
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.
do not use this supplier
My advice to any one contemplating using SOLARGAIN or ARISESOLAR or NQElectrical, DON’T, I believe the inverter they supplied was not new, the date was stuck on 01/01/2018 and had possibly been repaired. The customer care and after service was deplorable they have not honored any of the claims OR STATEMENTS on the web sites. And where not interested in the problem that was evident from day one on the inverter they sold me. They did not offer to repair it, replace it or refund the purchase price.
I was sold an Inverter by [Name Removed] of S...olargain and NQElectrical and was told it was brand new, I paid for a Growatt inverter which was fitted on the 11 May 2020, during the commissioning process it was found that the date time function was not working and was reading 01/01/2018 I contacted NQElectrical for help was advised they would go on line and look, after managing to amend the date function with out any assistance from the supplier, I noted that it would revert to 01/01/2018 over night, I decided to claim a warranty replacement on the 09/06/2020 and asked the supplier for help, on the same day I was advised by [Name Removed] as follows “With your warranty claim for it to be processed we need the contact details of the Accredited CEC installer who replaced your inverter. This will enable us to process the warranty claim”. On the 12/06/2020 I received the following “the warranty on the inverter will have to be submitted by the installer with photos of the fault.” After visiting SOLARGAIN web site I noticed that they have listed Growatt as one of the Inverters they repair and service and asked them if the could look at the inverter they had supplied, They informed me the do not service this model, In the end I submitted a warranty claim and after Growatt tried to rectify the defect on line the replacement arrived on the 07/07/2020,
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!
Checking hot water panels on a two storey home
We had a solar hot water system with Solargain. They were ok when we needed to engage them for replacing the pump and also when we needed to change the gas heating booster which are all on ground level. When the problem is up on the roof for a 2 storey home then the problem is more complicated and needs scaffolding. Sourcing of this scaffold will be for the owner.. It looks like for a small family it is not practical for hot water solar panels if the house is 2 storey. The problem it creates down the line is greater than the benefit. Ok f...or one storey homes as accessibility by ladder is safe and easy. No extra cost. I would think twice about hot water panels for a two storey home. Taking it out too if one no longer wants the system is costly due to the weight of the panels. My suggestion is think over the need. Is it really necessary especially for a two storey home. To take it out to make room for solar electricity panels creates extra big bucks cost for us now.
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Agree with other reviews re poor after sale follow-up
Be wary of using Solargain in the ACT due to their use of some pretty ordinary sub-contractors to do the installation. Solargain are very professional on the sales side of things...good advice, good price and good organisation of the job. Unfortunately the wheels start to come off after that. Installation was very sloppy, didn't clean up properly, no explanation of how everything worked (I had to ask) and Solargain didn't want to know me when I sent them a detailed email outlining my concerns. My neighour has just used Solarhub for his installation - much more professional in every way and I regret my choice of supplier for solar.
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........
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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