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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 $3,500 of my money plus what the taxpayers put in for a PV system that is just unreliable at best. I can't even feel good about saving the planet.
12,000$ 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.
Had a system installed in 2011 3 kw panels with 4 kw solar king inverter.
Had a system installed in 2011, 3 kw panels with 4 kw inverter solar king inverter cost at time 9k investment .Total inverter failure at 3.5 years inverter replace by solargain with a reconditioned unit we paid the service call thinking that Solar gain would again warranty the replacement inverter for another 5 years .Unfortunately that inverter has now totally failed and according to Solargain is out of warranty as they only cover inverter from the original first installation and only option is to pay them 3215 dollars for a replacement inverter ,you would think such a large company would help people out not screw them over very unhappy , Solar system is now useless after only 8 years feel very ripped off by Solargain.
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.
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.
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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.
Avoid Solargain and their subcontractor Elite Solar
Solargain and Elite Solar do not know the technology they are installing. Solargain sent their subcontractor Elite Solar to my house to install a 10kW system. They recommended that the inverter be installed by the front door. I asked if there would be any noise and was told there be a slight hum. When the system was first turned on it was quite noisy and I queried the installer who confessed that he had only installed small inverters before and didn't realise an 8kW inverter would be so loud. The Fronius inverter is so noisy that it is unpleasa...nt to sit in the yard in front of the house. Solargain came out to inspect the inverter and agreed it was noisy. A month later they said it would cost $1500 to relocate. I disagreed. They came back and said they would move it for $750. I disagreed. Now Solargain do not reply to my emails. Additionally, Elite Solar punctured 8 holes through my cathedral ceiling by mistake. On the first day Elite Solar turned up and said I needed to upgrade the cable from my switchboard to street, which has cost about $2000. My recommendation is to avoid Solargain, Elite solar, and Fronius inverters.
Problematic Solar HWU and Terrible Customer Service
We have had problems with our Solar HWU since we built our house, not quite 4 years ago. Every year when the weather cools we get no hot water. Management are rude and unprofessional. The way they speak to clients is disgusting. Management even accused us of having parts changed by a third party! This unit was part of our build, an upgrade from the standard inclusion of a gas HWU, that we paid extra to have. Had we have known what the after sales customer service would be like if we had any problems, we would've chosen a different unit/company to provide our hot water system.
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Total waste of money.
Had a health check on my Solargain inverter and panels
Cost $220.00 for the person who Solargain sent to look at my inverter and stand in the garden and look at the roof where the solar panels are something I can do myself .
He then informed me it was working fine .
He lived around the corner from my property not bad money for twenty minutes work.
Try someone else, not Solargain
Solargain has a pathetic customer service. They failed to submit various documentation in time, lied on the phone about getting it done immediately and did not do it.
They failed to calculate the correct number of panels that would fit on the roof and had to amend the quote on the installation day.
The only positive experience I had with them is at the initial stage when their consultants from pure electric explained the solar technology.
I don't know quality of work of other installers, but next time I would get all the information from solargain, but would hire someone else to do the installation.
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.
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Poor Customer Service
We rang Solar Gain two weeks as our solar system was not working. They were booked in to come today to inspect and more than likely install a new inverter. We were advised it would be after 2pm. At 2.30 we rang and were told that they were not coming and we would need to rebook a new appointment which would not be until the 21st December. This totally unacceptable as that would have meant we waited over a month for a simple service call. Solar Gain have just lost our sale and any recommendation on our behalf.
Gobsmackingly bad customer service
I signed up for new installation on 2nd August 2018. Installation was booked for 3rd September and I was told it'd take 2 days. Installers turned up on that day, started the work, left all the panels in the front yard unsecured and disappeared. A week later I called Solargain to see whats happening and I was told there's a delay in meter upgrade and no confirmed completion was given. So I had to move all the panels to safety. A fortnight later EVO energy upgraded the meter and followed by the installers putting up the rest of the panels on the ...roof but not connected. Again after many phone calls and complaints, another tradie rocked up month later to do a meter box upgrade but didn't complete the job either. Left with a tag on the safety switch warning not to remove the tag or turn it on. It has been like this ever since. Now it is 5th December and still not connected. Every attempt to contact Solargain results in the same response "So and so will call you in an hour and resolve your issues" but that call never comes. Zero marks for communication and zero marks for customer (non) service!!!
requested a quote from this company to upgrade my inverter to three phase and after receiving quote and supplying pictures of DB that were requested I gave them the contract to install. The day before installation I received a text message saying that the installation cost had increased by a whopping 25% and did I still want to go ahead. For a company who self professes to be a market leader this sort of rorting stinks.
Unfinished business and no communication !!
Our solar system was installed over a period of 4 days instead of the one day they told us it would take. Twelve days down the line after the installer visited our property they haven't submitted the inspection form to ACT Planning. A form which is mandatory for the system to be turned on.
So almost 2 weeks after installation we have a non-functional unit which has been fully paid for and no communication as to what is happening.
Only after numerous calls to the Canberra office and the WA office we learnt that the installer is having 'technical' issues in submitting a form !!
I wish I had better feedback to give, we were so excited by out decision to go solar. Not so sure now.
I have had a Solargain Solar system installed in October 2011. Could not have been happier with the reduced electricity bill....but then it failed in 2012. I had a new "Grid Connect Solar PV" put in. Under warranty, this was replaced as new again. But now in 2018, it has failed once more. Solargain want me to sign up to a 2nd hand replacement system with no guarantee that it will work once replaced (again)
I ask myself "it is worth taking that risk"?
Perhaps try another supplier?
Solargain poor experience
Signed up for a solar system with solargain, when the installers came to fit the system I was informed that it would not fit on our roof. Installer said this was common as salesmen designs the system with a picture from Google earth. installer said that the salesman should have organised a site visit prior to installation. Phoned salesman and got all the apologies in the world. within half an hr got another system design that felt very cobbled together. We were extremely disappointed and decided to hold of and look at different systems.
Poor Customer Service
We purchased a new inverter for our solar panels, and were told that they will install it yesterday afternoon. so we shifted and cancelled our appointments and waited the whole afternoon at home and they never arrived.
After it has passed the time frame they have given us we called them to make sure that they ARE still coming since we have freed up the afternoon for them. We were told that she will check and get back to us. Waited and waited no call back.
So we made another call again, this time we were told they had some delay in the j...ob and can not get to us. (so why didn't anyone call us?? if they knew the delay and that they are not going to deliver what they promised, just give the customer a call first to apologise, if you are sincere and prompt, most customer would understand and accept it) We had to arrange another appointment for someone to come in this morning. The female employee who took the call first suggested to get someone out today at 8am. But we made it clear to her that its inconvenient for us, can we arrange it for 9am. She said no problem. Guess what? we had our door bell rang at 8am this morning!! Surprised!! When I questioned the worker, he said he did let the girl know that he can not make it at 9am, it has to be 8am. (Again why didn't she call us back? all she had to do is to call us back, apologise that she cant arrange for 9am as promised, and see if we could compromise for someone to come at 8am. If she had done that, we would have been willing to do that for them)
Delay in replacing invertor and Worst in Compensation Claim
I got the system installed in April/May 2015, invertor system stopped working in June/July 2017 (aprrox.) got it fixed, same problem came back and it took more then 1 month for solar gain to replace the system. 1 month is not a problem when they promise you compensation claim. But that replacement was a such a struggle, all the staff member you will speak with, will promise you that you will get a call back from someone - that someone may be do not exist. In short it was frustrating to have it replace and I literally had to chase them every wee...k 2-3 time as they keep saying that 'someone will contact you and I have left notes that that someone will call you'. I was simply frustrating and not worth it for the amount of $ i spent. So I will rate customer service as Zero star or even negative. I registered my complaint on 12th Jan 2018 via email had finally got it fixed by 19th Feb 2018. My complaint via email was not even acknowledged until I actually called back in 1 weeks time to see what are they doing about it, and the person I spoke with confirmed that email has been received but o action has been taken. So why to have this email service if there is no one to read them. Now for the last 3 weeks I have been waiting and following up with THAT SOMEONE that their customer service staff have been promising that SOMEONE will call me back shortly. On 9th Mar 2018 I spoke to a customer service staff and she said that [name removed] from their department is looking into my case and she promise me that she will have her call me back, as after two minutes of trying she found that [name removed] is with SOMEONE else on the phone. I really hope that SOMEONE do exist in Solar gain. For solar gain, I live in Aveley - just in case you may thing it is a bogus review, I am sure with my name and suburb you can track the whole case. As this is how each time, you customer service staff is been identifying me.
Great sales not so good on warranty
I installed a solar system with solargain 7 years ago, the panels had a 25 year warranty and the inverter 10. The installation all went well and I have had 7 years of trouble free solar power. Recently the inverter faulted and I contacted solargain to seed about replacing the inverter, they replied first asking for proof the inverter had a 10 year warranty which I did but since then they have not responded to my emails or phone calls. I will not be using them again. When I posted on here I received a response from Solargain but once again nothing afterwards. The customer service from this company is awful, do not expect a response from them if you have issues with your system after installation.
5 months later, no meter-box upgrade, higher bills, 3 holes in roof
It has taken over 5 months, after having the solar panels installed and the bills are far far higher because they failed to send the job to Origin to have our meter-box upgraded, but switched on the inverter before leaving and told us to keep it running anyway until the meter-box is upgraded, which it never was.
By doing this, our meter-box which is not equipped for solar has ran up our bills by hundreds of dollars instead of reducing them. I even had Origin confirm that this is what happened because we didn't have a spinning disk meter, it...wasn't able to run back the bill, only add to it. During this time, I have received appalling service from the team and manager of this company and would not recommend them to anyone. It's honestly the worst incident with a company I've ever experienced, as what they did was illegal and yet they would not admit to anything and the Manager ([name removed]) was extremely rude and was trying to place the blame back on us. It wasn't until I proved that this has happened to several other customers in the past that they then offered financial compensation, but not enough to cover all of the damages. They also have created 3 leaks in our roof, which was not previously there and we are going to have to pay for someone else to come fix them. Please refer to reviews from Steven Moon and Meera Khan (on trustpilot) who appear to have experienced the exact same screw up from this company. There is another local man a street down from me who also suffered from the same screw up from Solargain and had higher bills also.
Been waiting all day (Monday), at substantial cost, for the installation of a replacement inverter, having been assured that the installer would phone over the weekend to confirm. No call!! Rang their 1300 number spoke to sales person who arranged this. Gave the lame excuse that my phone number had been recorded incorrectly and couldn't contact me. Response "White Pages" you have my name and address, look it up! Too hard!! Now i have to waste another day waiting for the installer to come, on Wednesday, sometime. I'll believe it when the job is finished. The only reason I'm staying with these cowboys is cost and that no-one else will come out bush. The original provider went belly up soon after my system was installed.
Inverters are Crap
Have been with Solargain for a few years now and on what will be our third or fourth inverter. Each time the 12 months was up the inverter shat itself instead of giving us a new inverter they have always replaced with ones that they have repaired. 12/18 months down the track happens again. Not impressed at all. Just about to phone with fault on this inverter (no 3 I think) and our warranty is probably out which will mean they will charge us for a brand new inverter and once again give us one they have repaired. Not happy at all Solargain.
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