HL
Heimer L
1 reviews | Active since Feb 2020
30 May 2024, 08:07
GoSolr - Don't be fooled https://www.gosolr.co.za/
https://www.gosolr.co.za/
I am a client of GoSolr since August 2023.
Background:
I have noticed some inefficiencies on your system. I have never got above 1kw of production. Peak summer around 800w. Should be around 3.2kw.
Support has run my battery at 40% for most of the time. My battery depletes, fall to zero or low single digits between 03h00 and 04h00am when we are sleeping and not using much.
After in 2-week telephonic conversation with GoSolr support and doing firmware updates my system detiorated. After exhausted all avenues GoSolr team came out and the Technician stated the system was never properly installed based on regulation. Please note a compliance officer signed off on this installation. List of problems below:
1.) Battery not communicating with inverter 2.) AC fuses used instead of DC 3.) (The Biggest problem) The panels was not split per regulation. Therefore I am unable to get efficient production.
The Technician sent a mail as this needs fixing, since then its been a week with no one following up, calling me or coming out to fix the system. I have been paying them monthly and also paying eskom as I am using eskom only due to system inefficiency. I am the only one that sends mails and call them on daily basis and the feedback is the ticket has been escalated and the support consultant will phone me back personally to give updates. This has never happened and I have spoken with multiple support consultants.
There is also a big catch with this service and that is there is a R22,770 De-Installation fee. Imagine having to pay a monthly bill to reduce, electricity bill, ending up paying GoSolr fee and Eskom simultaneously and then having to pay R22,770 to remove their system.
Easy and responsive to onboard, but after sale service is appalling. You actually can't complain about the service as there are none.
It has been 10 months of an inefficient system and I have exhausted most options, forcing me to write this report on hellopeter and going through the Ombudsman process.
Helpful (0)
Replies (5)0
Replies (5)
GoSolr's replyOfficial
30 May 2024, 08:28Dear Heimer,
Thank you for reaching out and sharing your detailed feedback with us. Your concerns are taken very seriously, and we understand the impact this situation has had on you.
To address your concerns: We are prioritizing your case and have escalated it to our support management team. A dedicated technician will be assigned to your case, and you will receive a call to rectify the installation issues. We will conduct a thorough review of your system to ensure all installations comply with regulatory standards. This includes addressing the communication issues between the battery and inverter. We understand the financial burden this has placed on you, with payments to both GoSolr and Eskom.
We ar always committed to improving our after-sales service. Your feedback will be used to assist our support team to ensure better communication and follow-up with our clients. We deeply regret the inconvenience caused and appreciate your patience as we work to resolve these issues. We value your feedback and are committed to restoring your trust in our services. Thank you for bringing this to our attention. We look forward to resolving your concerns promptly.
Sincerely,
GoSolr Team Management
Thank you for reaching out and sharing your detailed feedback with us. Your concerns are taken very seriously, and we understand the impact this situation has had on you.
To address your concerns: We are prioritizing your case and have escalated it to our support management team. A dedicated technician will be assigned to your case, and you will receive a call to rectify the installation issues. We will conduct a thorough review of your system to ensure all installations comply with regulatory standards. This includes addressing the communication issues between the battery and inverter. We understand the financial burden this has placed on you, with payments to both GoSolr and Eskom.
We ar always committed to improving our after-sales service. Your feedback will be used to assist our support team to ensure better communication and follow-up with our clients. We deeply regret the inconvenience caused and appreciate your patience as we work to resolve these issues. We value your feedback and are committed to restoring your trust in our services. Thank you for bringing this to our attention. We look forward to resolving your concerns promptly.
Sincerely,
GoSolr Team Management
GoSolr's reply30 May 2024, 08:28
Official
Dear Heimer,
Thank you for reaching out and sharing your detailed feedback with us. Your concerns are taken very seriously, and we understand the impact this situation has had on you.
To address your concerns: We are prioritizing your case and have escalated it to our support management team. A dedicated technician will be assigned to your case, and you will receive a call to rectify the installation issues. We will conduct a thorough review of your system to ensure all installations comply with regulatory standards. This includes addressing the communication issues between the battery and inverter. We understand the financial burden this has placed on you, with payments to both GoSolr and Eskom.
We ar always committed to improving our after-sales service. Your feedback will be used to assist our support team to ensure better communication and follow-up with our clients. We deeply regret the inconvenience caused and appreciate your patience as we work to resolve these issues. We value your feedback and are committed to restoring your trust in our services. Thank you for bringing this to our attention. We look forward to resolving your concerns promptly.
Sincerely,
GoSolr Team Management
Thank you for reaching out and sharing your detailed feedback with us. Your concerns are taken very seriously, and we understand the impact this situation has had on you.
To address your concerns: We are prioritizing your case and have escalated it to our support management team. A dedicated technician will be assigned to your case, and you will receive a call to rectify the installation issues. We will conduct a thorough review of your system to ensure all installations comply with regulatory standards. This includes addressing the communication issues between the battery and inverter. We understand the financial burden this has placed on you, with payments to both GoSolr and Eskom.
We ar always committed to improving our after-sales service. Your feedback will be used to assist our support team to ensure better communication and follow-up with our clients. We deeply regret the inconvenience caused and appreciate your patience as we work to resolve these issues. We value your feedback and are committed to restoring your trust in our services. Thank you for bringing this to our attention. We look forward to resolving your concerns promptly.
Sincerely,
GoSolr Team Management
HL
Heimer L's updateReviewer Update
18 Jul 2024, 10:21It is now mid July and after my initial complaint end of May I have been back and forth with one of the GoSolr managers. Upon realising that GoSolr is not all about delivering a service and or clients needs.
I contacted the Ombudsman and in a lengthy process to get some sort of compensation due to system incorrectly installed and not providing correct load which they get paid monthly in full. Please refer to my initial complaint as to what happened and WHY YOU SHOULD NEVER MAKE USE OF GOSOLR SERVICES!
Since working with the Ombudsman, GoSolr Manager is not willing to acknowledge or compensate my financial loss due to the issues at hand. After fixing my system (This took a month for them to come out - where I phoned them daily, yes I did the calling not GoSolr) They told the ombudsman that they fixed my system at NO COST. Also said that the system was performing as expected before fixing it??
First of all HOW IS THAT POSSIBLE?? I am paying for 8 panels, but only half of them are even connected to the inverter! This was peak Summer and underlying issues went unnoticed, once load and coverage declined NO ONE from GoSolr noticed discrepancies in my performance (They recommend that they monitor your system - NO MONITORING TOOK PLACE), but they come and take their monthly fee on time! Secondly, if the system was installed correctly the first time, there would have not been any cost involve. Making it sound like they are doing me a favor at the Ombudsman.
Given loadshedding and the nature of GoSolr one would think they are there for the people of South Africa, to help and provide them with essential electricity, but its just another money making greedy player.
I am now escalating this to the National Energy Regulator as well as the Energy Ombudsman.
I will do my small part and keep Consumers safe from GoSolr by adding to this post and keep you updated.
I contacted the Ombudsman and in a lengthy process to get some sort of compensation due to system incorrectly installed and not providing correct load which they get paid monthly in full. Please refer to my initial complaint as to what happened and WHY YOU SHOULD NEVER MAKE USE OF GOSOLR SERVICES!
Since working with the Ombudsman, GoSolr Manager is not willing to acknowledge or compensate my financial loss due to the issues at hand. After fixing my system (This took a month for them to come out - where I phoned them daily, yes I did the calling not GoSolr) They told the ombudsman that they fixed my system at NO COST. Also said that the system was performing as expected before fixing it??
First of all HOW IS THAT POSSIBLE?? I am paying for 8 panels, but only half of them are even connected to the inverter! This was peak Summer and underlying issues went unnoticed, once load and coverage declined NO ONE from GoSolr noticed discrepancies in my performance (They recommend that they monitor your system - NO MONITORING TOOK PLACE), but they come and take their monthly fee on time! Secondly, if the system was installed correctly the first time, there would have not been any cost involve. Making it sound like they are doing me a favor at the Ombudsman.
Given loadshedding and the nature of GoSolr one would think they are there for the people of South Africa, to help and provide them with essential electricity, but its just another money making greedy player.
I am now escalating this to the National Energy Regulator as well as the Energy Ombudsman.
I will do my small part and keep Consumers safe from GoSolr by adding to this post and keep you updated.
HL
Heimer L's update18 Jul 2024, 10:21
Reviewer Update
It is now mid July and after my initial complaint end of May I have been back and forth with one of the GoSolr managers. Upon realising that GoSolr is not all about delivering a service and or clients needs.
I contacted the Ombudsman and in a lengthy process to get some sort of compensation due to system incorrectly installed and not providing correct load which they get paid monthly in full. Please refer to my initial complaint as to what happened and WHY YOU SHOULD NEVER MAKE USE OF GOSOLR SERVICES!
Since working with the Ombudsman, GoSolr Manager is not willing to acknowledge or compensate my financial loss due to the issues at hand. After fixing my system (This took a month for them to come out - where I phoned them daily, yes I did the calling not GoSolr) They told the ombudsman that they fixed my system at NO COST. Also said that the system was performing as expected before fixing it??
First of all HOW IS THAT POSSIBLE?? I am paying for 8 panels, but only half of them are even connected to the inverter! This was peak Summer and underlying issues went unnoticed, once load and coverage declined NO ONE from GoSolr noticed discrepancies in my performance (They recommend that they monitor your system - NO MONITORING TOOK PLACE), but they come and take their monthly fee on time! Secondly, if the system was installed correctly the first time, there would have not been any cost involve. Making it sound like they are doing me a favor at the Ombudsman.
Given loadshedding and the nature of GoSolr one would think they are there for the people of South Africa, to help and provide them with essential electricity, but its just another money making greedy player.
I am now escalating this to the National Energy Regulator as well as the Energy Ombudsman.
I will do my small part and keep Consumers safe from GoSolr by adding to this post and keep you updated.
I contacted the Ombudsman and in a lengthy process to get some sort of compensation due to system incorrectly installed and not providing correct load which they get paid monthly in full. Please refer to my initial complaint as to what happened and WHY YOU SHOULD NEVER MAKE USE OF GOSOLR SERVICES!
Since working with the Ombudsman, GoSolr Manager is not willing to acknowledge or compensate my financial loss due to the issues at hand. After fixing my system (This took a month for them to come out - where I phoned them daily, yes I did the calling not GoSolr) They told the ombudsman that they fixed my system at NO COST. Also said that the system was performing as expected before fixing it??
First of all HOW IS THAT POSSIBLE?? I am paying for 8 panels, but only half of them are even connected to the inverter! This was peak Summer and underlying issues went unnoticed, once load and coverage declined NO ONE from GoSolr noticed discrepancies in my performance (They recommend that they monitor your system - NO MONITORING TOOK PLACE), but they come and take their monthly fee on time! Secondly, if the system was installed correctly the first time, there would have not been any cost involve. Making it sound like they are doing me a favor at the Ombudsman.
Given loadshedding and the nature of GoSolr one would think they are there for the people of South Africa, to help and provide them with essential electricity, but its just another money making greedy player.
I am now escalating this to the National Energy Regulator as well as the Energy Ombudsman.
I will do my small part and keep Consumers safe from GoSolr by adding to this post and keep you updated.
GoSolr's replyOfficial
18 Jul 2024, 10:58Dear Heimer,
Thank you for your feedback. We want to clarify that the issues you mentioned were resolved before you contacted the Ombudsman. Our technical team addressed the installation concerns and ensured your system was functioning correctly.
Our goal is to provide reliable solar solutions and exceptional service. We have reviewed our monitoring and communication processes to prevent similar issues in the future. Additionally, our support line is still actively discussing this case with the Ombudsman representative to ensure all concerns are thoroughly addressed.
Regards,
GoSolr Team Management
Thank you for your feedback. We want to clarify that the issues you mentioned were resolved before you contacted the Ombudsman. Our technical team addressed the installation concerns and ensured your system was functioning correctly.
Our goal is to provide reliable solar solutions and exceptional service. We have reviewed our monitoring and communication processes to prevent similar issues in the future. Additionally, our support line is still actively discussing this case with the Ombudsman representative to ensure all concerns are thoroughly addressed.
Regards,
GoSolr Team Management
GoSolr's reply18 Jul 2024, 10:58
Official
Dear Heimer,
Thank you for your feedback. We want to clarify that the issues you mentioned were resolved before you contacted the Ombudsman. Our technical team addressed the installation concerns and ensured your system was functioning correctly.
Our goal is to provide reliable solar solutions and exceptional service. We have reviewed our monitoring and communication processes to prevent similar issues in the future. Additionally, our support line is still actively discussing this case with the Ombudsman representative to ensure all concerns are thoroughly addressed.
Regards,
GoSolr Team Management
Thank you for your feedback. We want to clarify that the issues you mentioned were resolved before you contacted the Ombudsman. Our technical team addressed the installation concerns and ensured your system was functioning correctly.
Our goal is to provide reliable solar solutions and exceptional service. We have reviewed our monitoring and communication processes to prevent similar issues in the future. Additionally, our support line is still actively discussing this case with the Ombudsman representative to ensure all concerns are thoroughly addressed.
Regards,
GoSolr Team Management
HL
Heimer L's updateReviewer Update
18 Jul 2024, 11:11That is a lie! I have explicitly told numerous sales consultants that I will contact the ombudsman and nothing came of it. Only once the Ombudsman mailed GoSolr (After I contacted them), the manager took over the conversation. No issue was resolved! I was already in contact with Ombudsman making my case. More to follow!
You should revise your Goals as you are NOT providing RELIABLE solar solutions and for the service part, can't complain on the level of service as there are NONE!
You should revise your Goals as you are NOT providing RELIABLE solar solutions and for the service part, can't complain on the level of service as there are NONE!
HL
Heimer L's update18 Jul 2024, 11:11
Reviewer Update
That is a lie! I have explicitly told numerous sales consultants that I will contact the ombudsman and nothing came of it. Only once the Ombudsman mailed GoSolr (After I contacted them), the manager took over the conversation. No issue was resolved! I was already in contact with Ombudsman making my case. More to follow!
You should revise your Goals as you are NOT providing RELIABLE solar solutions and for the service part, can't complain on the level of service as there are NONE!
You should revise your Goals as you are NOT providing RELIABLE solar solutions and for the service part, can't complain on the level of service as there are NONE!
HL
Heimer L's updateReviewer Update
18 Jul 2024, 11:23Based on reading Dismal Reviews in only the month of July, I would say ZERO has been done on a service level since my issue! 192 bad reviews tell me a different story than the smoke and mirrors of your response!
HL
Heimer L's update18 Jul 2024, 11:23
Reviewer Update
Based on reading Dismal Reviews in only the month of July, I would say ZERO has been done on a service level since my issue! 192 bad reviews tell me a different story than the smoke and mirrors of your response!