1 reviews | Active since Apr 2022
Terrible After Sales Service
I paid R238k for a 12kW Deye 3 phase Solar power kit with 2 x Alpha 10.1 kWh Lithium-ion batteries in May 2022, the actual installation took place in July. Everything worked well until the end of November, when the system wasn’t working. I called Solar Advice’s customer care line several times and I was promised that they would contact an installer to resolve my problem. No one came until 7th December- after numerous calls to both Solar Advice and their Installer. The problem wasn’t fixed since the batteries were very low and needed to be jump started. They promised to come back the following day, that didn’t happen and they only came back on Friday 9th December. They still couldn’t resolve the issue, and told us that the inverter wasn’t functioning when on Lithium mode (the correct mode) and left it on Voltage mode, which only works for 25 to 30 minutes and the batteries switch off even though they are fully charged. Since then, they have not come back and have not kept their numerous promises to send someone.
I spoke to David from the Customer care on several occasions with no success Their installer - Lenon and Mariska are now ignoring our calls. We don’t know how to fix this problem while we deal with loadshedding
Compliments of the season and apologies for the late reply on this message.
Lennon our installer has already made contact with you during this period to set a date to get this problem sorted out for you.
We have also made contact with both Alpha and Deye for them to assist with the issues as we have installed this setup on a number of occasions and not experienced these issues. I will keep in contact with you and Lennon to ensure that this matter is resolved.
Compliments of the season and apologies for the late reply on this message.
Lennon our installer has already made contact with you during this period to set a date to get this problem sorted out for you.
We have also made contact with both Alpha and Deye for them to assist with the issues as we have installed this setup on a number of occasions and not experienced these issues. I will keep in contact with you and Lennon to ensure that this matter is resolved.
Feedback: 3 January 2023. Someone came to pick up the batteries in order to get them checked. Before he took them he decided to make sure that the comms cable between the batteries and the inverter was in working order.. and he found out that one of the cables was disconnected due to it not being flexible. After putting it back into its socket and ***** back the battery panels, it came out again. So they left one panel un*****ed (and it is safe as the decorative panel is concealing the battery) and promised to come back with a suitable cable replacement. The system is now working.
Feedback: 3 January 2023. Someone came to pick up the batteries in order to get them checked. Before he took them he decided to make sure that the comms cable between the batteries and the inverter was in working order.. and he found out that one of the cables was disconnected due to it not being flexible. After putting it back into its socket and ***** back the battery panels, it came out again. So they left one panel un*****ed (and it is safe as the decorative panel is concealing the battery) and promised to come back with a suitable cable replacement. The system is now working.
Thank you for confirming the above I am glad the system is now working. I will keep in touch with both you and the installer regarding the battery and the cable required.
Thank you for confirming the above I am glad the system is now working. I will keep in touch with both you and the installer regarding the battery and the cable required.