1 reviews | Active since Mar 2023
Aftersales sucks
I bought my load-shedding backup power kit in 2021 everything went really well, everything was delivered on time, the installation went smoothly and it was straightforward to use everything, basically, just something running in the background with little thought as it just worked.
On the 19th of February, we had a failure on our inverter and the system never came back online. Monday morning I reached out via their website chat after making a couple of calls that were not answered. While talking to Dean I inquired about their RMA process and was told after it was received it would take 4 weeks.
Dean told me his team would call me back. I have never gotten a call back as of yet, I also personally continued calling and trying to use the chat on the website. I got through to a service agent who also promised to call me back and never did so.
I also found out that there were no swap-out units or assistance within the 4-week RMA period, nothing so I needed to make a plan for power over the next 4 weeks, since I work from home this was a nightmare. I, therefore, had to contact a local installer who told me that the inverter I was sold in his opinion is a low-quality Chinese device which is sold under many names. Luckily lent me a replacement unit for the time being till I could get this sorted out.
I still have no feedback from Solar Advice, their after-sales service really is lacklustre and the fact that they have no swap-out units compounds this fact. My local installer said that any competent provider would have swapped out units and even him who is a much smaller provider, provides swapped-out units if something is faulty.
I am kind of hopeless at this point and just have a very heavy door-stopper at this point and really feel that i will either need to claim from my insurance or fork over a huge amount of cash for a new one.
Thanks for your time on the phone earlier today.
As discussed, the RMA process was not completed online and hence no card/ticket was created for us to follow up on. Hence the reason for no call from our side. We have not be able to even have a chance to assist you in the process.
I apologize if there was missed or crossed communication that you received from the sales team about the process for returns.
You however mentioned you did try and log the case online but did not have all the information and hence did not complete it?
The information on the form is from our suppliers and inline with the info required to check the unit under warranty.
2 points I would like to address:
1. The unit you have is the Deye/Fusion Hybrid inverter. This is not a low-quality unit as your local installer advised.
2. Loan units are not provided as part of the warranty process as per the manufactures. I explained the reasons for this during our call.
While I understand you have already purchased another unit we can still go through the returns process and check what we can do to repair the inverter. This will at least give you the option of selling it and recovering some cash.
I have sent you a mail in private with the info I need for me to try and assist you in logging it manually.
Thanks for your time on the phone earlier today.
As discussed, the RMA process was not completed online and hence no card/ticket was created for us to follow up on. Hence the reason for no call from our side. We have not be able to even have a chance to assist you in the process.
I apologize if there was missed or crossed communication that you received from the sales team about the process for returns.
You however mentioned you did try and log the case online but did not have all the information and hence did not complete it?
The information on the form is from our suppliers and inline with the info required to check the unit under warranty.
2 points I would like to address:
1. The unit you have is the Deye/Fusion Hybrid inverter. This is not a low-quality unit as your local installer advised.
2. Loan units are not provided as part of the warranty process as per the manufactures. I explained the reasons for this during our call.
While I understand you have already purchased another unit we can still go through the returns process and check what we can do to repair the inverter. This will at least give you the option of selling it and recovering some cash.
I have sent you a mail in private with the info I need for me to try and assist you in logging it manually.