SG
Simon G
1 reviews | Active since May 2013
30 Mar 2021, 11:38
What you should know - After Sales
What you should know:
Sales process (and taking payment from you) very quick and efficient.
After Sales – Worst experience of my life.
I purchased 5 items from Solar Advice. 1 Inverter and 5 PylonTech batteries. 3 of the items has been return faulty (Inverter and 2 of the batteries).
Inverter has not worked with the batteries since receiving the item. The inverter has been with Solar Advice since the 8th of March, their “process” can take up to 14 working days even on a brand-new item that has never worked. They don’t immediately exchange a brand-new item; they apparently make you wait 7 -14 working days (I’m now on 15 working days – 3 weeks! ). Took my inverter back on the 8th of March and still waiting for a video (“of nothing wrong with your item”) they were going to send me on the 25th of march, today is the 30th of March.
I have written the 12K inverter off as school fees.
If you value your money, go somewhere else!
Helpful (0)
Replies (5)0
Replies (5)
Solar Advice's replyOfficial
31 Mar 2021, 11:30Firstly we greatly appreciate any and all feedback for us to make use of to better our service in any way we believe we should and are able.
I have done some investigating and the following are points to put forward:
1) Please note that we are re-sellers of products and not manufacturers, we cannot take responsibility for defective products, we simply adhere to CPA laws and RMA procedures set by manufacturers.
2) I believe the RMA procedure was attended to 100% by our RMA division, and the inverter was tested and report from the tech centre was there was no issue and subsequently told you can collect it. Which you did not want to.
3) The Pylon batteries were brought in on 25th and are now ready for collection too. 6 days turnaround, very good RMA I would say.
In a nut shell, if we are responsible for any procedure not being met according to a quality service that many have shown we offer, I will admit, however in this case, I see this is simply you wanting to ***** our good reputation. That unfortunately I cannot place on the Solar Advice team and boil it down to a personal you seem to have with us.
Kindly collect your goods that are in working order when you are able should you still want them.
I have done some investigating and the following are points to put forward:
1) Please note that we are re-sellers of products and not manufacturers, we cannot take responsibility for defective products, we simply adhere to CPA laws and RMA procedures set by manufacturers.
2) I believe the RMA procedure was attended to 100% by our RMA division, and the inverter was tested and report from the tech centre was there was no issue and subsequently told you can collect it. Which you did not want to.
3) The Pylon batteries were brought in on 25th and are now ready for collection too. 6 days turnaround, very good RMA I would say.
In a nut shell, if we are responsible for any procedure not being met according to a quality service that many have shown we offer, I will admit, however in this case, I see this is simply you wanting to ***** our good reputation. That unfortunately I cannot place on the Solar Advice team and boil it down to a personal you seem to have with us.
Kindly collect your goods that are in working order when you are able should you still want them.
Solar Advice's reply31 Mar 2021, 11:30
Official
Firstly we greatly appreciate any and all feedback for us to make use of to better our service in any way we believe we should and are able.
I have done some investigating and the following are points to put forward:
1) Please note that we are re-sellers of products and not manufacturers, we cannot take responsibility for defective products, we simply adhere to CPA laws and RMA procedures set by manufacturers.
2) I believe the RMA procedure was attended to 100% by our RMA division, and the inverter was tested and report from the tech centre was there was no issue and subsequently told you can collect it. Which you did not want to.
3) The Pylon batteries were brought in on 25th and are now ready for collection too. 6 days turnaround, very good RMA I would say.
In a nut shell, if we are responsible for any procedure not being met according to a quality service that many have shown we offer, I will admit, however in this case, I see this is simply you wanting to ***** our good reputation. That unfortunately I cannot place on the Solar Advice team and boil it down to a personal you seem to have with us.
Kindly collect your goods that are in working order when you are able should you still want them.
I have done some investigating and the following are points to put forward:
1) Please note that we are re-sellers of products and not manufacturers, we cannot take responsibility for defective products, we simply adhere to CPA laws and RMA procedures set by manufacturers.
2) I believe the RMA procedure was attended to 100% by our RMA division, and the inverter was tested and report from the tech centre was there was no issue and subsequently told you can collect it. Which you did not want to.
3) The Pylon batteries were brought in on 25th and are now ready for collection too. 6 days turnaround, very good RMA I would say.
In a nut shell, if we are responsible for any procedure not being met according to a quality service that many have shown we offer, I will admit, however in this case, I see this is simply you wanting to ***** our good reputation. That unfortunately I cannot place on the Solar Advice team and boil it down to a personal you seem to have with us.
Kindly collect your goods that are in working order when you are able should you still want them.
SG
Simon G's updateReviewer Update
31 Mar 2021, 11:51Hi,
Please provide proof of collection notice (email or phone call) and the promised video (email from your team member Tammy Brown - dated 26 March 2021).
Your very quick to talk about 6 days but forgot you took 15 days (3 weeks) to test a brand new inverter that's supposedly has no fault. Why the wait if nothing was wrong?
Again, I’m still waiting for the Video you promised…..
There is no “*****ing of anyone’s name” as you put it. I have provided facts of your after sales process.
Please provide proof of collection notice (email or phone call) and the promised video (email from your team member Tammy Brown - dated 26 March 2021).
Your very quick to talk about 6 days but forgot you took 15 days (3 weeks) to test a brand new inverter that's supposedly has no fault. Why the wait if nothing was wrong?
Again, I’m still waiting for the Video you promised…..
There is no “*****ing of anyone’s name” as you put it. I have provided facts of your after sales process.
SG
Simon G's update31 Mar 2021, 11:51
Reviewer Update
Hi,
Please provide proof of collection notice (email or phone call) and the promised video (email from your team member Tammy Brown - dated 26 March 2021).
Your very quick to talk about 6 days but forgot you took 15 days (3 weeks) to test a brand new inverter that's supposedly has no fault. Why the wait if nothing was wrong?
Again, I’m still waiting for the Video you promised…..
There is no “*****ing of anyone’s name” as you put it. I have provided facts of your after sales process.
Please provide proof of collection notice (email or phone call) and the promised video (email from your team member Tammy Brown - dated 26 March 2021).
Your very quick to talk about 6 days but forgot you took 15 days (3 weeks) to test a brand new inverter that's supposedly has no fault. Why the wait if nothing was wrong?
Again, I’m still waiting for the Video you promised…..
There is no “*****ing of anyone’s name” as you put it. I have provided facts of your after sales process.
Solar Advice's replyOfficial
31 Mar 2021, 11:58Good day,
The video is not a prerequisite for our service, it was a custom request from you that we had asked the technicians at the distribution centre to assist with, however due to the hostility from your part, we are not willing to give any further service outside of CPA law requirements.
Warehouse details will be sent for collection shortly.
The video is not a prerequisite for our service, it was a custom request from you that we had asked the technicians at the distribution centre to assist with, however due to the hostility from your part, we are not willing to give any further service outside of CPA law requirements.
Warehouse details will be sent for collection shortly.
Solar Advice's reply31 Mar 2021, 11:58
Official
Good day,
The video is not a prerequisite for our service, it was a custom request from you that we had asked the technicians at the distribution centre to assist with, however due to the hostility from your part, we are not willing to give any further service outside of CPA law requirements.
Warehouse details will be sent for collection shortly.
The video is not a prerequisite for our service, it was a custom request from you that we had asked the technicians at the distribution centre to assist with, however due to the hostility from your part, we are not willing to give any further service outside of CPA law requirements.
Warehouse details will be sent for collection shortly.
SG
Simon G's updateReviewer Update
31 Mar 2021, 12:12 Hi,
You rep****: “and subsequently told you can collect it. Which you did not want to” when I asked for proof of this statement you say: “Warehouse details will be sent for collection shortly.”
These replies just provide further evidence of why I posted my experience with your company here.
You rep****: “and subsequently told you can collect it. Which you did not want to” when I asked for proof of this statement you say: “Warehouse details will be sent for collection shortly.”
These replies just provide further evidence of why I posted my experience with your company here.
SG
Simon G's update31 Mar 2021, 12:12
Reviewer Update
Hi,
You rep****: “and subsequently told you can collect it. Which you did not want to” when I asked for proof of this statement you say: “Warehouse details will be sent for collection shortly.”
These replies just provide further evidence of why I posted my experience with your company here.
You rep****: “and subsequently told you can collect it. Which you did not want to” when I asked for proof of this statement you say: “Warehouse details will be sent for collection shortly.”
These replies just provide further evidence of why I posted my experience with your company here.
Solar Advice's replyOfficial
31 Mar 2021, 12:39Best wishes to you further.
Solar Advice's reply31 Mar 2021, 12:39
Official
Best wishes to you further.