bad customer service to attend to complaints

GoSolr is a company with a great sales team and sales service but a terrible customer service once their product is installed. I am writing on behalf of my father and mother in law, in their 70's who installed goSolr earlier this year, however the inverter keeps tripping, there is an error in the system and they cant switch back to eskom. The problem with Gosolr is that when their "support" is contacted they say they can only attend to it in a day or two, and they have to send pictures to Go solr before they escilate it to have someone send out to assist. They are not interested in assisting. They keep asking for photos, and now I have to try and explain to my 70 year old mother in law to send fotos without internet, and they just refuse to send someone out to assist without a foto. There is no will to assist. They advertise as 24hour support but there is non. Now they "might" attend to it today but they are not sure. How is this even service. Two elderly people without power because GoSolr wont send someone.