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Outstanding customer service
A huge thanks to Eddy, Nathan Lloyd and the team at Solargain. We experienced panel leakage on two occasions during the warranty period, unfortunate but handled professionally on both occasions at no cost to ourselves. Water was tested by a third party and panels replaced accordingly in a timely manner. I would highly recommend this reputable company who stand by their product and will continue to recommend their services to others.
Invertor warranty replacement
Big thank you to Rockingham Solargain in obtaining replacement Goodwe invertor which failed just on its 5 year warranty period. Excellent customer service with ensuring a new unit installed, highly recommend them
It’s been 5+ years since we had Solargain supply us with our solar hot water system today l rang Matt at 4pm to say a valve had developed a leak, at 5pm l had Nick a plumber on my roof 6pm job done.
These guys are so good don’t look anywhere else 5 star service.
SG installed my 3500W system in 2014 and estimated annual generation from the array as 5371W. It has been within 2% of that every year showing (A ) they use very good software to predict the output and (B) they are very honest at the point of sales .
At 6 yrs the Fronius Inverter failed and SG handled the complete warranty claim with Fronius for me and replaced the Inverter.
The latest software caused messages on the display which I had never seen before but SG technicians came, adjusted the system and explained the latest GDPR software imposed by Western Power Regulations means the latest Inverters work differently from earlier models.
SG are very professional and capable Company and their staff are courteous and helpful throughout .
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.
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.
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Excellent Customer Support
I have been a customer of Solargain in Perth since April 2011, both for initial installation, upgrades, service/solar health checks and advice. The company has always been very professional and installations completed in a safe and efficient manner. Big thanks also to Customer Liaison Officer Evo for co-ordinating my latest upgrade and dealing with all my queries.
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........
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.
Issue 1: Second-hand inverter supplied by Solarg...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.
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...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.
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Very impressed with this company especially their after sales support and service, they are very professional and reliable, I cannot be happier with our dealings with them, I highly recommend them.
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.
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
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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.
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.
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 firstname.lastname@example.org 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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