Bad Customer Service and After Care

Update/Correction of Previous Review:

By writing this review I hope I can spare someone else the bad experiences and service that I have had. I really cannot recommend Gosolr. I have been a client since 2023, and I have now cancelled my contract due to bad service and breach of contract.

First of all, they are quick to sell their product, but the after care is terrible.

Things also did not go according to plan even at the installation. They make use of a sub-contractor called Sparki Solar, and let us just say that the standard which I have experienced has been sub- standard to say the least.

They were supposed to connect and additional building to the solar system at an additional cost, which they did. However, it was never done properly because the power kept on tripping.

Long story short: I had to get out my own electrician at great cost, to fix their mess because they tried to squeeze everything into a small DB board and did not wire things properly. Neither Gosolr nor Sparki could be bothered at this bad service.

In Feb of 2025 I put in a request to install an additional battery and to do a quote at the same time to add an additional building to the system. It took Gosolr months to process this request, and only after repeated follow-up from my side. Of course they sent Sparki Solar who did not do the quote, even after repeated follow-up with both of them (Sparki and Gosolr).

Secondly, Sparki phoned me to do annual maintenance and cleaning of the solar panels which is part of the contract with Gosolr. Sparki solar set a date and never pitched up. I phoned Gosolr to complain and another date was set and they again did not pitch up. I consider this as breach of contract.

I tried to resolve these issues with numerous people at Gosolr, including their complaints manager who apologised. He sent someone out to do a quality assurance of system, and he would have done and sent a report to me.

He also said they would appoint a different installer to resolve the maintenance issue. I also never received the COC when the extra battery was installed and he promised to resolve that too.

None of this happened. Instead I was aggressively pushed to upgrade to a higher system. I was prepared to do that but not while my other issues were unresolved I was also thinking of buying the system. However, this lack of response and bad service was last straw and I sent a cancellation of contract. Even here I experienced bad service. My email with signed letter was in the inbox of the support team who could be bothered to pass it on to the retentions team.

I did not even get an automated reference number for my emails to the support email address. Of course I had to phone retentions myself repeatedly and only then did I get and invoice form finance so I could pay the cancellation fee.

Thirdly, you should know that the team of Gosolr does not answer emails sent to support email address. If you phone them, it will take at least 40 minutes before someone answers and calls are often dropped. This makes it clear, in my experience, and opinion, that Gosolr is only interested in getting as many clients as possible, a the expense of client service.

Finally, should you wish to buy their system it will cost you three to four times the actual value of the system should you go and buy it yourself. This is true especially for those of us who became loyal clients in 2023.

What also irked me was that new clients pay less of a premium when they join than what we are paying when we started. But that is neither here nor there, just an observation. I just feel that their employees work in silos, repeated complaints go in on ear and out the other, and clients are treated for granted.

I will probably have to phone again and again and again for a date when they will remove their system before I can end this nightmare and get my own new system installed which I purchased.

I finally got a date for my removal, but only because I kept on pushing for it and had to constantly phone back to get the date. It remains to be seen whether the infamously unreliable (in my experience, and opinion) Sparki Solar will even pitch up on the day to remove the system as promised. For their sake I hope so, because my new system is schedule to be installed the next day, and this was communicated to GoSolr.

At the time I went with Gosolr, I could not afford to buy my own system. However, I cannot recommend them and this has been an expensive lesson.

It has been an ongoing experience of a company who puts profits ahead of people, and expansion ahead of customer service.

I am also annoyed at the copy and past responses to reviews. Are they really learning for bad reviews? Are they really taking to heart our bad experiences? Does their management even really read this or care?