gg
gloria.dangale gloria.dangale
1 reviews | Active since Sept 2016
26 May 2023, 16:20
Disappointed wit Gosolr and the lack of service
I installed solar less than a month ago on the monthly subscription which include maintenance. My inverter just stopped working. When I called the call-centre the first time, the consultant told me to give it time, for the solar to generate power (this was middle of the day, no clouds). 3 hours later I called and insisted that there is a problem with the inverter. I was told to switch the inverter off and on, and that did not fix it. Needless to say that the consultant showed lack of interest and spoke to me like an idiot. The 3rd consultant said he would log a ticket and send me a ticket number. It is over an hour later, no email or SMS with th ticket number.
The company came highly recommended, but clearly the test of their service only happens when there is a problem and they have no interest in assisting.
I am very disappointed to say the least.
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Replies (2)gg
gloria.dangale gloria.dangale's updateReviewer Update
29 May 2023, 11:41I would like to ask you to please escalate this to your supervisor/manager, and I would like to receive feedback.
The folowing calles were made on Friday 26 May 2023
- I called at 10h27 and the call lasted for 3 minutes 58 seconds. I was told at this point that I should get an electrician to come to my house and investigate the issue.
- I called at 10h33 and the call lasted for 11 minutes. I was told that there is something about the voltage and I should give it time. I asked how much time, and was told "I dont know". So I waited for 4 hours before my next call.
- I called at 14h31 and the call lasted for 5 minutes
The gentleman I spoke to on Friday in our last conversation told me he will log a ticket, I kept holding the call waiting for the reference number. He said he would send it to my phone. I enquired as to how would he know my details as he never asked me for my details at any point during the call. In fact in all my calls on Friday 26th, no one asked me for my details. The last gentleman even made a joke when I was insisting on the reference number that he even knows how much I earn.
I called this morning, to my surprise there was no ticket logged.
I used Gosolr because it was recommended by my colleagues, and I have in turn been recommending it to my friends and colleagues.
I am shocked by the lack of interest and service I received on Friday. It is also going to impact on the resolution time. I would like to believe your calls are recorded and ask that someone listen to the recordings, and let me know what will be done to ensure that next time if I have a similar issue, my concerns will be taken seriously.
I am incredibly disappointed at the lack of after-service I received on Friday and intend to take this further.
Please forward this email and let me know what the next steps are.
gg
gloria.dangale gloria.dangale's update29 May 2023, 11:41
Reviewer Update
I would like to ask you to please escalate this to your supervisor/manager, and I would like to receive feedback.
The folowing calles were made on Friday 26 May 2023
- I called at 10h27 and the call lasted for 3 minutes 58 seconds. I was told at this point that I should get an electrician to come to my house and investigate the issue.
- I called at 10h33 and the call lasted for 11 minutes. I was told that there is something about the voltage and I should give it time. I asked how much time, and was told "I dont know". So I waited for 4 hours before my next call.
- I called at 14h31 and the call lasted for 5 minutes
The gentleman I spoke to on Friday in our last conversation told me he will log a ticket, I kept holding the call waiting for the reference number. He said he would send it to my phone. I enquired as to how would he know my details as he never asked me for my details at any point during the call. In fact in all my calls on Friday 26th, no one asked me for my details. The last gentleman even made a joke when I was insisting on the reference number that he even knows how much I earn.
I called this morning, to my surprise there was no ticket logged.
I used Gosolr because it was recommended by my colleagues, and I have in turn been recommending it to my friends and colleagues.
I am shocked by the lack of interest and service I received on Friday. It is also going to impact on the resolution time. I would like to believe your calls are recorded and ask that someone listen to the recordings, and let me know what will be done to ensure that next time if I have a similar issue, my concerns will be taken seriously.
I am incredibly disappointed at the lack of after-service I received on Friday and intend to take this further.
Please forward this email and let me know what the next steps are.
GoSolr's replyOfficial
06 Jun 2023, 09:37Hi Gloria,
Thank you for your feedback. We are continuously looking to improve our products, services, and procedures. Even though your review has not been positive, we can use it to better our offering going forward.
Regards,
Gosolr Team Management
Thank you for your feedback. We are continuously looking to improve our products, services, and procedures. Even though your review has not been positive, we can use it to better our offering going forward.
Regards,
Gosolr Team Management
GoSolr's reply06 Jun 2023, 09:37
Official
Hi Gloria,
Thank you for your feedback. We are continuously looking to improve our products, services, and procedures. Even though your review has not been positive, we can use it to better our offering going forward.
Regards,
Gosolr Team Management
Thank you for your feedback. We are continuously looking to improve our products, services, and procedures. Even though your review has not been positive, we can use it to better our offering going forward.
Regards,
Gosolr Team Management