RD
Roisin D
1 reviews | Active since Oct 2014
12 Apr 2023, 08:30
Incomplete installation and unable to get hold of anyone to finish
We had installation booked for Wed 5th April. The guys came and started to install the inverter, batteries etc. and started on the roof. We were told it would take two days. The guys working inside didn't finish and couldn't because of load shedding but they came back on Good Friday and finished for us. Very happy with them. The guys working on the roof however, left on the Wednesday and a week later, still have not been back. No one has been in touch to advise when they will install the panels on the roof and it is impossible to get hold of anyone through the contact centre! Sat for half an hour being told the next available line is reserved for me - but I never get through to anyone and end up with an automated voice telling me the lines are busy! We need to arrange for someone to be home for the panels so need to know when they will be installed!
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Replies (3)
Solar Advice's replyOfficial
12 Apr 2023, 13:22Good day Roisin
Our profuse apologies about this.
We are taking this up with the contractors as to what the reason was for not showing up on the assigned and agreed upon day.
The team that was scheduled to go out did not give us as Solar Advice any indication of this nor did they let there internal management know.
We have escalated this internally that the correct disciplinary action can be taken.
I know you have been scheduled in now for them to complete the outstanding work.
Our profuse apologies about this.
We are taking this up with the contractors as to what the reason was for not showing up on the assigned and agreed upon day.
The team that was scheduled to go out did not give us as Solar Advice any indication of this nor did they let there internal management know.
We have escalated this internally that the correct disciplinary action can be taken.
I know you have been scheduled in now for them to complete the outstanding work.
Solar Advice's reply12 Apr 2023, 13:22
Official
Good day Roisin
Our profuse apologies about this.
We are taking this up with the contractors as to what the reason was for not showing up on the assigned and agreed upon day.
The team that was scheduled to go out did not give us as Solar Advice any indication of this nor did they let there internal management know.
We have escalated this internally that the correct disciplinary action can be taken.
I know you have been scheduled in now for them to complete the outstanding work.
Our profuse apologies about this.
We are taking this up with the contractors as to what the reason was for not showing up on the assigned and agreed upon day.
The team that was scheduled to go out did not give us as Solar Advice any indication of this nor did they let there internal management know.
We have escalated this internally that the correct disciplinary action can be taken.
I know you have been scheduled in now for them to complete the outstanding work.
RD
Roisin D's updateReviewer Update
05 May 2023, 14:27I'm really not impressed with the service we are receiving from Solar Advice. After the guys installed everything, we noticed that they did not install it correctly and certain non-essential items are 100% on the grid. They should still be powered through solar when possible, just not the battery when the grid/sun is not available. I reached out yesterday (4th May) and Lennon advised that they guys would come sort it out the next day. He advised they would arrive before 12. It is now 2.3pm and we still have no idea where they are. I called the call centre and was told I would get a call back in about 20 mins. Nearly an hour later, surprise surprise, still no call. We also have had no indication of our COC except for - it's coming. This is appalling service! Even if you outsource installers, you should have a better communication plan so the customer doesn't sit at home all day waiting.
RD
Roisin D's update05 May 2023, 14:27
Reviewer Update
I'm really not impressed with the service we are receiving from Solar Advice. After the guys installed everything, we noticed that they did not install it correctly and certain non-essential items are 100% on the grid. They should still be powered through solar when possible, just not the battery when the grid/sun is not available. I reached out yesterday (4th May) and Lennon advised that they guys would come sort it out the next day. He advised they would arrive before 12. It is now 2.3pm and we still have no idea where they are. I called the call centre and was told I would get a call back in about 20 mins. Nearly an hour later, surprise surprise, still no call. We also have had no indication of our COC except for - it's coming. This is appalling service! Even if you outsource installers, you should have a better communication plan so the customer doesn't sit at home all day waiting.
Solar Advice's replyOfficial
05 May 2023, 14:41Good afternoon Roisin,
I'm sorry for your experience and for having to follow up with us/the installers after arrangements were made yesterday. I have just spoken to Lennon who has confirmed he is sending a team to you today, unfortunately, I see there has been a lack of communication as to the time.
His team is finishing up on a site and will be on their way to you thereafter. I will request that they make contact with you to let you know what time they will be arriving.
My apologies again for the lack of communication, have recently hired additional staff which will most definitely assist with this communication gap we have experienced.
I'm sorry for your experience and for having to follow up with us/the installers after arrangements were made yesterday. I have just spoken to Lennon who has confirmed he is sending a team to you today, unfortunately, I see there has been a lack of communication as to the time.
His team is finishing up on a site and will be on their way to you thereafter. I will request that they make contact with you to let you know what time they will be arriving.
My apologies again for the lack of communication, have recently hired additional staff which will most definitely assist with this communication gap we have experienced.
Solar Advice's reply05 May 2023, 14:41
Official
Good afternoon Roisin,
I'm sorry for your experience and for having to follow up with us/the installers after arrangements were made yesterday. I have just spoken to Lennon who has confirmed he is sending a team to you today, unfortunately, I see there has been a lack of communication as to the time.
His team is finishing up on a site and will be on their way to you thereafter. I will request that they make contact with you to let you know what time they will be arriving.
My apologies again for the lack of communication, have recently hired additional staff which will most definitely assist with this communication gap we have experienced.
I'm sorry for your experience and for having to follow up with us/the installers after arrangements were made yesterday. I have just spoken to Lennon who has confirmed he is sending a team to you today, unfortunately, I see there has been a lack of communication as to the time.
His team is finishing up on a site and will be on their way to you thereafter. I will request that they make contact with you to let you know what time they will be arriving.
My apologies again for the lack of communication, have recently hired additional staff which will most definitely assist with this communication gap we have experienced.