GP
Georgette P
1 reviews | Active since Aug 2021
25 Aug 2021, 11:40
Solar Advice
<div>We purchased our Growatt invertor unit from Solar Advice in September 2020 at a cost of approximately R60000 including installation and have had endless problems with the unit. (Installation was done by a reputable electrician in conjunction with a Solar Advice technician online named Stuart as Solar Advice said they didnt do installations.) On installation it started with the first issues. We were asked to courier the unit to Jhb at our cost to have it checked out, which we obviously refused to do. Unbelievable request. Solar Advice then sent a courier. It was insinuated that somehow the courier, our installer or we had damaged the unit which we obviously hadn't as it was apparently brand new when recieved. They had the unit for 3 weeks and to date we are still waiting for the fault report. The invertor was returned to us supposedly repaired or with no fault and has continuously had different faults with technicians in and out to repair it only to be faulty again. Tammy and David Brown were contacted from Solar Advice from the beginning for assistance but no resolution from them unfortunately. Only minimal return feedback, excuses, indirect accusations and handing it over to someone else to handle who never does. The director, Armando Da Silva, has yet to return one of my 3 messages left for him to resolve this issue. We have also been dealing with a gentleman named Deets but we do not get return calls or feedback from him either. Solar Advice actually had the cheek to say the unit must be couriered to Jhb once again for repairs after the latest error on the invertor. We purchased a brand new unit and cannot understand why it has not been replaced as it should have been instead of constant phone calls, emails, inconvenience and cost to us the consumer for having done absolutely nothing wrong but purchase a faulty unit. </div>
Helpful (0)
Replies (6)0
Replies (6)
Solar Advice's replyOfficial
25 Aug 2021, 11:49Hi Georgette,
Thank you for your feed back. We appreciate all feedback to better our service.
I will investigate and revert soonest.
Thank you for your feed back. We appreciate all feedback to better our service.
I will investigate and revert soonest.
Solar Advice's reply25 Aug 2021, 11:49
Official
Hi Georgette,
Thank you for your feed back. We appreciate all feedback to better our service.
I will investigate and revert soonest.
Thank you for your feed back. We appreciate all feedback to better our service.
I will investigate and revert soonest.
Solar Advice's replyOfficial
25 Aug 2021, 12:42Hi Georgette,
We have sent our technician out to you, at no cost I might add, a few times to assist. Our director has personally added your battery to his system to charge, at no extra costs to you, just to assist. To receive a review for 1 star with the title "NO Customer Service once you purchase", is a little exaggerated to say the least. We have offered guidance, tech assistance, sent technicians out to find settings and cables have been changed by others, yet still the staff receives abuse when trying to assist further.
We have followed the supplier procedures with regards to returns or repairs. We are not the manufacturers of the products and of course can only adhere to the rules of the CPA laws.
Unfortunately any further willingness to go above and beyond policy and CPA requirements to satisfy has now dissipated. There is an RMA procedure that is still open and always will be within the warranty conditions that you are entitled to use, further to this we reserve the right and prefer to offer our other clients who better appreciate it.
We have sent our technician out to you, at no cost I might add, a few times to assist. Our director has personally added your battery to his system to charge, at no extra costs to you, just to assist. To receive a review for 1 star with the title "NO Customer Service once you purchase", is a little exaggerated to say the least. We have offered guidance, tech assistance, sent technicians out to find settings and cables have been changed by others, yet still the staff receives abuse when trying to assist further.
We have followed the supplier procedures with regards to returns or repairs. We are not the manufacturers of the products and of course can only adhere to the rules of the CPA laws.
Unfortunately any further willingness to go above and beyond policy and CPA requirements to satisfy has now dissipated. There is an RMA procedure that is still open and always will be within the warranty conditions that you are entitled to use, further to this we reserve the right and prefer to offer our other clients who better appreciate it.
Solar Advice's reply25 Aug 2021, 12:42
Official
Hi Georgette,
We have sent our technician out to you, at no cost I might add, a few times to assist. Our director has personally added your battery to his system to charge, at no extra costs to you, just to assist. To receive a review for 1 star with the title "NO Customer Service once you purchase", is a little exaggerated to say the least. We have offered guidance, tech assistance, sent technicians out to find settings and cables have been changed by others, yet still the staff receives abuse when trying to assist further.
We have followed the supplier procedures with regards to returns or repairs. We are not the manufacturers of the products and of course can only adhere to the rules of the CPA laws.
Unfortunately any further willingness to go above and beyond policy and CPA requirements to satisfy has now dissipated. There is an RMA procedure that is still open and always will be within the warranty conditions that you are entitled to use, further to this we reserve the right and prefer to offer our other clients who better appreciate it.
We have sent our technician out to you, at no cost I might add, a few times to assist. Our director has personally added your battery to his system to charge, at no extra costs to you, just to assist. To receive a review for 1 star with the title "NO Customer Service once you purchase", is a little exaggerated to say the least. We have offered guidance, tech assistance, sent technicians out to find settings and cables have been changed by others, yet still the staff receives abuse when trying to assist further.
We have followed the supplier procedures with regards to returns or repairs. We are not the manufacturers of the products and of course can only adhere to the rules of the CPA laws.
Unfortunately any further willingness to go above and beyond policy and CPA requirements to satisfy has now dissipated. There is an RMA procedure that is still open and always will be within the warranty conditions that you are entitled to use, further to this we reserve the right and prefer to offer our other clients who better appreciate it.
GP
Georgette P's updateReviewer Update
25 Aug 2021, 12:58WOW, this is unbelievable. If abuse is frustration yes, irritation yes, being straightforward yes, being highly upset when i do not receive feedback then yes your staff have received it from me. Why? Because we purchased a brand new unit and sit with a broken one that has never worked from day 1 with no clear communication as to what is wrong each time. Solar Advice has once again made it the consumers fault or problem and managed to make yourselves sound good.
GP
Georgette P's update25 Aug 2021, 12:58
Reviewer Update
WOW, this is unbelievable. If abuse is frustration yes, irritation yes, being straightforward yes, being highly upset when i do not receive feedback then yes your staff have received it from me. Why? Because we purchased a brand new unit and sit with a broken one that has never worked from day 1 with no clear communication as to what is wrong each time. Solar Advice has once again made it the consumers fault or problem and managed to make yourselves sound good.
Solar Advice's replyOfficial
25 Aug 2021, 13:11Hi Georgette,
The system was purchased September last year. Since then has worked and had issues in between which have been addressed and attended to personally or at our expense when reported. It has worked, we have assisted and given you an after service that we did not need to, yet were willing to do so.
This review and statement of no after service and not working from the start are both examples of non truthful remarks to which are contributions to our decision to let you continue with the standard process that governed by law with no further additional assistance.
Your RMA number has been sent with the details to you, for the unit sent to the supplier, who have been prepared for the arrival and informed of the error now showing. Once completed by the suppliers, we will notify you details for collection.
The system was purchased September last year. Since then has worked and had issues in between which have been addressed and attended to personally or at our expense when reported. It has worked, we have assisted and given you an after service that we did not need to, yet were willing to do so.
This review and statement of no after service and not working from the start are both examples of non truthful remarks to which are contributions to our decision to let you continue with the standard process that governed by law with no further additional assistance.
Your RMA number has been sent with the details to you, for the unit sent to the supplier, who have been prepared for the arrival and informed of the error now showing. Once completed by the suppliers, we will notify you details for collection.
Solar Advice's reply25 Aug 2021, 13:11
Official
Hi Georgette,
The system was purchased September last year. Since then has worked and had issues in between which have been addressed and attended to personally or at our expense when reported. It has worked, we have assisted and given you an after service that we did not need to, yet were willing to do so.
This review and statement of no after service and not working from the start are both examples of non truthful remarks to which are contributions to our decision to let you continue with the standard process that governed by law with no further additional assistance.
Your RMA number has been sent with the details to you, for the unit sent to the supplier, who have been prepared for the arrival and informed of the error now showing. Once completed by the suppliers, we will notify you details for collection.
The system was purchased September last year. Since then has worked and had issues in between which have been addressed and attended to personally or at our expense when reported. It has worked, we have assisted and given you an after service that we did not need to, yet were willing to do so.
This review and statement of no after service and not working from the start are both examples of non truthful remarks to which are contributions to our decision to let you continue with the standard process that governed by law with no further additional assistance.
Your RMA number has been sent with the details to you, for the unit sent to the supplier, who have been prepared for the arrival and informed of the error now showing. Once completed by the suppliers, we will notify you details for collection.
GP
Georgette P's updateReviewer Update
25 Aug 2021, 13:48I am not a ****. I refuse to get caught up in your petty back and forth banter when clearly you refuse to take responsibility for a product that has not worked properly since its installation. You have practiced hinting possible blame at everyone else for the malfunction, including the courier company, the user and the installer who worked with your technician. As a paying customer I expect that the device should work. It is not an unreasonable expectation. I was told after the first errors on the unit, the unit would be replaced if we had further problems, as per the director, so who is lying now? If I had a working unit, would I be an unhappy customer? Is spending R54000 a year ago for the unit that is not working, good customer service?
GP
Georgette P's update25 Aug 2021, 13:48
Reviewer Update
I am not a ****. I refuse to get caught up in your petty back and forth banter when clearly you refuse to take responsibility for a product that has not worked properly since its installation. You have practiced hinting possible blame at everyone else for the malfunction, including the courier company, the user and the installer who worked with your technician. As a paying customer I expect that the device should work. It is not an unreasonable expectation. I was told after the first errors on the unit, the unit would be replaced if we had further problems, as per the director, so who is lying now? If I had a working unit, would I be an unhappy customer? Is spending R54000 a year ago for the unit that is not working, good customer service?
GP
Georgette P's updateReviewer Update
25 Aug 2021, 14:37This response is from my certified and registered electrician who has been involved through this whole process.
Good day
I am the registered Electrician that installed the system at Georgette Parker residence, the system was installed according to code and specifications, the day of installation and on switch on for the first time the inverter was giving an error code 56, break in battery cables which I tested and was continuous, I spoke to a technician from Solar advise and after numerous testing via telephone he suggested the the unit be removed and sent back to be seen to and repaired.
The inverter was removed 30 September 2020, I received notification from the client on the 9 November that the inverter had been returned and to be installed, The client did inform me that the communication response in that month was very minimum regarding the return date, also that the client requested a report form from Solar advice as to what was wrong with the brand new unit as per the client still no report has been provided, all the necessary forms were filled in from myself as per Solar advice to return the unit.
I then install the brand new/repaired unit and it functioned correctly for a day or two, Solar Advice sent out their technician to set up and program, it then worked fine for awhile which was basically in idle mode as there was not much loadshedding only until End of May when loadshedding was scheduled, there too I received a call from the client saying that the inverter is beeping and showing alarm, I advised to reset the inverter as per Solar advice technician, this was twice in a 2 week period, there after it seem to work fine, once again in idle mode up until 22 July 2021, the client notified me, as I anitially installed the unit that the system was completely dead, the battery was flat and inverter could not charge the battery, this could have been a incorrect setting, Solar advice suggested that the battery be charged with a special charger, which was done over a week period, Solar advice then sent a different technician to install the battery and it then gave BMS errors, after some long struggling to get it write the technician said he would return with the correct settings, he returned two days later to have found the fault with the comms cable, all worked fine for about a week, now there is a error on the inverter again.
I have been at the client's residence throughout this whole process and the lack of service and communication that she has received throughout this process I feel is not good at all, as a service provider that supp**** the unit should take responsibility and assist as best as possible, yes its a product fault but being the provider of this unit I feel that the supplier being Solar advice should take it up with the inverter supplier and get it resolved and then send competent technicians out to program and set up.I was on site with Solar advice technicians at all times and can say 100% that the client was not at all rude or any foul language, still offered coffee, if anything perhaps a little upset with this whole experience but was always nice, I do feel the service provided to Georgette was not to standard, minimum correspondence, minimal feed back, blaming the product that they advised her to purchase, unacceptable. Regards Bryan Sinclair.
Good day
I am the registered Electrician that installed the system at Georgette Parker residence, the system was installed according to code and specifications, the day of installation and on switch on for the first time the inverter was giving an error code 56, break in battery cables which I tested and was continuous, I spoke to a technician from Solar advise and after numerous testing via telephone he suggested the the unit be removed and sent back to be seen to and repaired.
The inverter was removed 30 September 2020, I received notification from the client on the 9 November that the inverter had been returned and to be installed, The client did inform me that the communication response in that month was very minimum regarding the return date, also that the client requested a report form from Solar advice as to what was wrong with the brand new unit as per the client still no report has been provided, all the necessary forms were filled in from myself as per Solar advice to return the unit.
I then install the brand new/repaired unit and it functioned correctly for a day or two, Solar Advice sent out their technician to set up and program, it then worked fine for awhile which was basically in idle mode as there was not much loadshedding only until End of May when loadshedding was scheduled, there too I received a call from the client saying that the inverter is beeping and showing alarm, I advised to reset the inverter as per Solar advice technician, this was twice in a 2 week period, there after it seem to work fine, once again in idle mode up until 22 July 2021, the client notified me, as I anitially installed the unit that the system was completely dead, the battery was flat and inverter could not charge the battery, this could have been a incorrect setting, Solar advice suggested that the battery be charged with a special charger, which was done over a week period, Solar advice then sent a different technician to install the battery and it then gave BMS errors, after some long struggling to get it write the technician said he would return with the correct settings, he returned two days later to have found the fault with the comms cable, all worked fine for about a week, now there is a error on the inverter again.
I have been at the client's residence throughout this whole process and the lack of service and communication that she has received throughout this process I feel is not good at all, as a service provider that supp**** the unit should take responsibility and assist as best as possible, yes its a product fault but being the provider of this unit I feel that the supplier being Solar advice should take it up with the inverter supplier and get it resolved and then send competent technicians out to program and set up.I was on site with Solar advice technicians at all times and can say 100% that the client was not at all rude or any foul language, still offered coffee, if anything perhaps a little upset with this whole experience but was always nice, I do feel the service provided to Georgette was not to standard, minimum correspondence, minimal feed back, blaming the product that they advised her to purchase, unacceptable. Regards Bryan Sinclair.
GP
Georgette P's update25 Aug 2021, 14:37
Reviewer Update
This response is from my certified and registered electrician who has been involved through this whole process.
Good day
I am the registered Electrician that installed the system at Georgette Parker residence, the system was installed according to code and specifications, the day of installation and on switch on for the first time the inverter was giving an error code 56, break in battery cables which I tested and was continuous, I spoke to a technician from Solar advise and after numerous testing via telephone he suggested the the unit be removed and sent back to be seen to and repaired.
The inverter was removed 30 September 2020, I received notification from the client on the 9 November that the inverter had been returned and to be installed, The client did inform me that the communication response in that month was very minimum regarding the return date, also that the client requested a report form from Solar advice as to what was wrong with the brand new unit as per the client still no report has been provided, all the necessary forms were filled in from myself as per Solar advice to return the unit.
I then install the brand new/repaired unit and it functioned correctly for a day or two, Solar Advice sent out their technician to set up and program, it then worked fine for awhile which was basically in idle mode as there was not much loadshedding only until End of May when loadshedding was scheduled, there too I received a call from the client saying that the inverter is beeping and showing alarm, I advised to reset the inverter as per Solar advice technician, this was twice in a 2 week period, there after it seem to work fine, once again in idle mode up until 22 July 2021, the client notified me, as I anitially installed the unit that the system was completely dead, the battery was flat and inverter could not charge the battery, this could have been a incorrect setting, Solar advice suggested that the battery be charged with a special charger, which was done over a week period, Solar advice then sent a different technician to install the battery and it then gave BMS errors, after some long struggling to get it write the technician said he would return with the correct settings, he returned two days later to have found the fault with the comms cable, all worked fine for about a week, now there is a error on the inverter again.
I have been at the client's residence throughout this whole process and the lack of service and communication that she has received throughout this process I feel is not good at all, as a service provider that supp**** the unit should take responsibility and assist as best as possible, yes its a product fault but being the provider of this unit I feel that the supplier being Solar advice should take it up with the inverter supplier and get it resolved and then send competent technicians out to program and set up.I was on site with Solar advice technicians at all times and can say 100% that the client was not at all rude or any foul language, still offered coffee, if anything perhaps a little upset with this whole experience but was always nice, I do feel the service provided to Georgette was not to standard, minimum correspondence, minimal feed back, blaming the product that they advised her to purchase, unacceptable. Regards Bryan Sinclair.
Good day
I am the registered Electrician that installed the system at Georgette Parker residence, the system was installed according to code and specifications, the day of installation and on switch on for the first time the inverter was giving an error code 56, break in battery cables which I tested and was continuous, I spoke to a technician from Solar advise and after numerous testing via telephone he suggested the the unit be removed and sent back to be seen to and repaired.
The inverter was removed 30 September 2020, I received notification from the client on the 9 November that the inverter had been returned and to be installed, The client did inform me that the communication response in that month was very minimum regarding the return date, also that the client requested a report form from Solar advice as to what was wrong with the brand new unit as per the client still no report has been provided, all the necessary forms were filled in from myself as per Solar advice to return the unit.
I then install the brand new/repaired unit and it functioned correctly for a day or two, Solar Advice sent out their technician to set up and program, it then worked fine for awhile which was basically in idle mode as there was not much loadshedding only until End of May when loadshedding was scheduled, there too I received a call from the client saying that the inverter is beeping and showing alarm, I advised to reset the inverter as per Solar advice technician, this was twice in a 2 week period, there after it seem to work fine, once again in idle mode up until 22 July 2021, the client notified me, as I anitially installed the unit that the system was completely dead, the battery was flat and inverter could not charge the battery, this could have been a incorrect setting, Solar advice suggested that the battery be charged with a special charger, which was done over a week period, Solar advice then sent a different technician to install the battery and it then gave BMS errors, after some long struggling to get it write the technician said he would return with the correct settings, he returned two days later to have found the fault with the comms cable, all worked fine for about a week, now there is a error on the inverter again.
I have been at the client's residence throughout this whole process and the lack of service and communication that she has received throughout this process I feel is not good at all, as a service provider that supp**** the unit should take responsibility and assist as best as possible, yes its a product fault but being the provider of this unit I feel that the supplier being Solar advice should take it up with the inverter supplier and get it resolved and then send competent technicians out to program and set up.I was on site with Solar advice technicians at all times and can say 100% that the client was not at all rude or any foul language, still offered coffee, if anything perhaps a little upset with this whole experience but was always nice, I do feel the service provided to Georgette was not to standard, minimum correspondence, minimal feed back, blaming the product that they advised her to purchase, unacceptable. Regards Bryan Sinclair.