Wetility dropped the ball a bit.

Item: Wetility Energy
Rating: 2
Author: Francis K

This review is because Wetility.Energy has gone "Radio Silent" and is not responding to emails, phone calls, social media messages (Facebook) and is for all intents and purposes missing in action.

They started off well hence the first star. They responded to all my questions and promptly and they sent over an engineer to do the site assessment and all seemed in order and good to go. I signed their lease agreement and it all looked OK 4 weeks ago. At that time, Wetility estimated that it would be 4 weeks before installation but now there is no sign of them and they are not responding to ANY communications channels at all.

This is worrying as it looks like they have vanished. I understand if they are struggling to arrange the parts at the given prices. Demand is high and prices are subject to factors like exchange rates bombing etc but then it's the worst idea to ignore the people (like me) who would want to pay money for a product if you cannot deliver at the prior agreement. Rather call and try re-negotiate or cancel the arrangement so that clients know where they stand and can seek alternative arrangements.

The only saving grace in this situation (which is the second star) is that no money has been paid yet, so it's not cost me anything but I remain willing and capable of paying Wetility the money for their product, if they would be willing and capable of delivering it.

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Replies (1)

Wetility Energy's replyOfficial

22 May 2023, 15:45

Dear Francis, We would like to extend our sincere apologies for the delays and any inconvenience caused during your journey with Wetility. We understand your frustration and disappointment, and we want to assure you that we are taking immediate action to address the challenges we have encountered. The primary cause of the delays can be attributed to supply chain issues related to our transition to a new version of our trusted inverter brand and the shortages of solar panels. These unforeseen circumstances have placed significant strain on our operations, resulting in longer waiting times and delayed responses to phone calls and emails as we work diligently to address the backlog.

Please know that we have already started rescheduling installations and are actively increasing our installer capacity to manage the backlog and prevent similar delays in the future. We are committed to delivering on our promise of energy independence and ensuring that you receive the highest quality service. We genuinely appreciate your patience and understanding during this challenging period. We value your loyalty, and we will continue working diligently to resolve the situation and provide you with the exceptional experience that Wetility is known for. If you have any further concerns or questions, please don't hesitate to reach out to our customer service team directly. We are here to assist you and make this right. Thank you for your continued support. Best regards, Wetility Team

Wetility Energy's reply22 May 2023, 15:45

Official