SHOCKING AFTER-SALES SERVICE – HOW MANY TIMES MUST A CUSTOMER ASK FOR HELP?

I am extremely disappointed with the level of after-sales service we have received from GoSolr.

I logged a support ticket because something does not appear to be right with our solar system.

After Eskom power was unavailable for nearly two months due to a cable fault, our solar system was sufficient to run the property. However, once Eskom power was restored, we suddenly started consuming approximately R200 per day in Eskom electricity again.

That amounts to approximately R6,000 per month for Eskom electricity, ON TOP OF the monthly GoSolr solar subscription.

All I have asked GoSolr to do is send a technician to our property to:

• Inspect the installation • Confirm that all connections are correct • Check the system settings • Explain why we are drawing so much electricity from Eskom when the solar system previously managed the property without Eskom

This should not be an unreasonable request from a paying customer.

I initially logged the ticket in August.

I followed up on 27 August.

I followed up again on 1 September.

Again on 9 September.

Again on 11 September.

I emailed, called and contacted multiple GoSolr departments, simply trying to get someone to take ownership of the problem.

Eventually, on 11 September, GoSolr apologised for the delay and asked what time they could contact us on Monday, 14 September.

I immediately rep**** that ANYTIME ON MONDAY WOULD WORK FOR US.

And yet I still had to follow up again asking:

WHEN WILL SOMEONE ACTUALLY COME OUT AND CHECK THE SYSTEM?

This is not the level of service I expect from a company receiving a monthly subscription from a customer.

The frustrating part is that I am not asking GoSolr to accept liability or replace equipment without investigation. I am simply asking them to send a qualified technician to inspect THEIR system and establish whether it is operating correctly.

How many emails, telephone calls and support tickets must a customer log before someone actually takes ownership?

Tickets: #137305 / #140047

GoSolr, please stop sending apologies and generic responses and arrange for a technician to attend to this matter.

I would like:

A confirmed technician appointment. A proper inspection of the complete installation and system settings. An explanation for the excessive Eskom consumption. Confirmation that the solar system is configured and operating as it should.

At this stage, the lack of action and follow-through is simply unacceptable.