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There is a complete lack of after sales
Emails re wifi for inverter ignored. They have no interest in after sales service. Beware at time of installation the installer asked me where I would like the inverter inverter placed. I having no knowledge about them said near the fuse box. Later. I was told that this area was in full sun and not good for the inverter. Warranty problems. Overheating. I had to buy inverter cover $ 350 my money. Their motto should We pass the buck
Installation went very well, but question sales on their knowledge.
Fortunately, the installation went smoother than interface with sales team. Team that installed the panels led by team leader Ricky seemed to of done an excellent job, they arrived on time and left the site free from any debris involved in the installation. The hot water system was installed prior to panels and unfortunately I was not able to be on site but like the panels the site was left clean of any debris. Both panels and hot water system were connected electrical, to the Synergy power board and again everything seems to be operating with ...no clichés. My area of concern has been with information passed on from theSolarGain sales team, in the original contract details it was stated that installation generally occurred within 25 working days after acceptance of quote, in our case this was considerably longer. We requested that the synergy power supply fuse box be upgraded and were informed that SolarGain would approach Synergy to have the upgrade completed. We found it necessary to have the installation put back by 2 weeks, I emailed the sales department and got reply accepting the change and was informed that we would be advised of new installation date. In the same message I advised SolarGain that Synergy had yet to upgrade the fuse box. When I had not heard from SolarGain regarding new installation date I had to phone Sheldon about the issues identified above, after this I eventually got the new installation date and was told that there had been contact with Synergy regarding the upgrade. A few days prior to installation, 14th December, I was contacted by sales department regarding stock levels of panels that I had agreed to be installed and that their solution was to install a different panel from what I had agreed to on contract. When I said that this was not acceptable to stock levels me I was then advised that the same panels which were presumably on order would now cost me an additional $500 on arrival. I advised that I had signed the contract for a particular sized panel and was not prepared to accept their alternative and was prepared to cancel the contract if I was required to pay an additional $500. Ultimately the panels called up on the contract were eventually installed on the 14th December. The upgrade to the fuse box was carried out by the installation team contrary to what I was led to believe by the sales team. When Ricky was identifying what was to be installed I felt that the inverter could not be correct because I was led to believe that that what I was to be supplied had an LED screen identifying generation and usage of power. Ricky, who all through the process had been extremely helpful, advised that access to this information was via a link to the inverter company and could be read from either a laptop or mobile phone, and was never available directly of the inverter module.
Solargain - No Gain Just Pain
Contacted Solargain to purchase a 10KW system and iStore Hot water service, (over $11K) Signed a quote in August under pressure to avoid a price rise, They went silent for 2 months, couldn't find ot what was happening, then they said all the prices are going up by 20-25% and would I like them re-quote, despite having signed a quote at an agreed price. Probably the most unprofessional Solar co I have ever experienced, impossible to speak to someone to find out what's happening, want to increase cost after you sign and treat you like a fool. They did the same thing to a friend I referred them to.
After sales service non existent
Could not fault the installation in 2013.
But beware after sales service non existent.
Waiting nearly 15 months for service to fix problem with “controller”
Told yesterday only 2 sub contractors in Victoria. I find this hard to believe but this is what National Manager has informed us.
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.
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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,
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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.
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.
Questions & Answers
I would like to know does Solargain install solar panels on 30-35 degree terracotta tile roofs (mine is up to 32-33 degrees). What about 35+ degree roofs (asking for a relative). Please advise if there is a limit to what Solargain can install.
Hi Rick. Due to our installation and safety guidelines, our installers are unable to work on a roof of this pitch. Thank you for your question. Kind regards, Solargain.
Can I claim the current government rebate to install a battery to an existing system?
Hi Les, I am not sure about the battery, but you can ring up Solargain and ask them.
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.
Have you heard anything back from Solargain? Also at what point did the installer come to tell you about your roof not being adequate, was it on the day of the scheduled install or before? Did you have to pay for the installers inspection at all? I hope you were able to sort things out and info on Solargain would be helpful.
Hi Colin. We're very sorry we missed your question until now. Would you be able to contact us at email@example.com so that we can find you in your database? Kind regards, Solargain.
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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