1 reviews | Active since Jun 2020
No aftermarket service and feedback
The installation went well and the system was installed over a three-day period due to rain that was hampering the progress. Everything was done very neatly and professionally. However, I did a Firmware upgrade Saturday 12 April 2025 and the system completely crashed. I logged a call and was phoned back but could not answer the phone. On Sunday I called the call center and was assisted very professionally, the problem could not be solved over the phone and the agent told me that she thinks we need to do a changeout on the two inverters. She said that the inverters were stored and that the team could only access them on Monday 13 April 2025. No contact was made for Monday 13 April to confirm the fixing of my problem, I logged two calls 8789 and 8836, I also called the call center twice to find out if the people were coming to fix the problem. They told me that the Project engineer had to look at something. I asked that I just be updated about the progress regarding the fixing of my problem but received absolutely no feedback. In the meantime, I am still running just off Escom and have no benefit from my solar system.
Thank you for taking the time to share your feedback.
We’re glad to hear that the initial installation met your expectations in terms of professionalism and quality, even with the weather challenges. However, we are truly sorry to hear about the issues you’ve experienced following the firmware upgrade and the lack of timely communication thereafter.
Your experience does not reflect the service standard we strive to uphold, especially when it comes to follow-up support and keeping our clients informed during technical resolutions. We completely understand how frustrating it must be to have your system down and not receive the updates you were promised.
Please rest assured that we take this matter seriously. Your case has already been escalated to our technical and operations teams, and we’re working to ensure your system is restored as quickly as possible. Additionally, we are reviewing our internal processes to improve response times and client communication.
Thank you for your patience and for bringing this to our attention. A team member will reach out directly with an update and next steps.
Regards
Wetility Energy
Thank you for taking the time to share your feedback.
We’re glad to hear that the initial installation met your expectations in terms of professionalism and quality, even with the weather challenges. However, we are truly sorry to hear about the issues you’ve experienced following the firmware upgrade and the lack of timely communication thereafter.
Your experience does not reflect the service standard we strive to uphold, especially when it comes to follow-up support and keeping our clients informed during technical resolutions. We completely understand how frustrating it must be to have your system down and not receive the updates you were promised.
Please rest assured that we take this matter seriously. Your case has already been escalated to our technical and operations teams, and we’re working to ensure your system is restored as quickly as possible. Additionally, we are reviewing our internal processes to improve response times and client communication.
Thank you for your patience and for bringing this to our attention. A team member will reach out directly with an update and next steps.
Regards
Wetility Energy
I would really promote Wetility and recommend their systems to anybody looking for a decent solar system in future.
All in all a great Company and a good product.
I would really promote Wetility and recommend their systems to anybody looking for a decent solar system in future.
All in all a great Company and a good product.