No service

I am writing to express my frustration with the ongoing issues I have encountered regarding the support for my installations. I initially logged a support call on October 17th to request assistance with changing settings on the inverters as they run out of power most evenings and as we have weekly power outages in our area and all units are rentals, this is really an inconvenience for tenants and guests.. Having paid for 9 installations at one address and one at another, I expected a reasonable level of service.

I worked with Anele, who attempted to resolve the settings over the phone despite my request for a technician to visit in person. While Anele was able to correct two of the inverters, we were unable to address the third due to connectivity issues. After several unsuccessful attempts, Anele informed me that the inverter had never been registered by the installers and that Sparki would need to visit to resolve the matter onsite.

However, despite this acknowledgment, I have received no follow-up, and no technician has been sent out to resolve the issue. I have sent numerous emails with no regard from you with regards to my urgency. It is now more than a month later, and the problem remains unresolved. I also made it clear that the affected unit is in a bed-and-breakfast rental, and we are repeatedly inconvenienced by power outages, which impacts our ability to host clients. Unfortunately, this does not seem to be a priority for the support team.

I am now seeking guidance on how to escalate this issue further to ensure that proper service is provided. Please advise on the next steps to address these ongoing concerns.