solar company fitted second hand equipment

bluealpaca

Can anyone give me advice on this situation?
Ive recently had solar panels fitted by a company, wasnt all straight forward but its all running and generating solar power.

After the fit I went in my loft and noted the inverter was a different model than what was quoted. It all seem to be working and had bluetooth so didnt say anything.

Using my own bluetooth monitor I have just found information, a log of solar generation showing on my inverter which dates back to 2011. My system was fitted in February 2014. So I can only think that the data has got there by being used elsewhere on another system, so is this inverter second hand?

I am in the process of possibly exchanging my solar monitor they supplied and fitted, which is faulty and the model wont work on my system either. I have been offered a different model or cash refund for it. I do need to speak with them soon to sort that out. I have inspected the monitor they installed and for an item that is supposed to be new it is showing many scratches and marks. The box states it should come with batteries but the fitter said that they have not been included because they have had reports they were not holding their charge so it was best to have it plugged in and powered from the mains, so no batteries included. There is a serial number on the monitor which differs from the serial number on the box.

My concern is that I like the inverter having bluetooth and wouldnt want them to end up swapping it for a model without it. Should I hang on to the monitor for now as evidence, although I have taken photos.

I spent a lot of money on this system and have a guarantee from this company. They have a contract to come out to clean and check my system every year for first 5 years, and my panels have a 10 year guarantee. If I upset them now will it have any effect on the guarantee in the future?

I could do with getting the whole system checked out by an independent solar expert, if one exists, and obtain a full written report on the job and the products they have used, without having to fork out shed loads of cash.

Before I say anything to the company I want to check out my legal rights, what I could demand from the company and who I should involve.
Any advice appreciated thanks.:(

Kins

I was checking the forum and found this old thread. It rings a bell with a problem I have with mine, namely the signal going to the monitor.

My installer has been helpful and kept me posted. As I understand it the problem is with the inverter, which is branded "Aurora". The installer says this company is very difficult to deal with. I am told Aurora trade on being Italian. Hence all communication has to be to Italy, but my installer does not speak Italian. Aurora, I am lead to believe, are not helpful with communicating in English. To this, the installer has added that Aurora are known for being awkward and disinterested in any guarantee claims.

Maybe the poor communication is part of this strategy? Certainly in a global world this is the standard of service delivered in The Dark Ages.

So if OP is still following the forum it would be good to know if your inverter is an Aurora, and how long it took to get resolved.

Lomast

I know the OP is fairly old but anyway in case he is subscribed to the thread and comes back, how much data is on the old logs as if it was only a short period it could of been hooked up to a test rig when manufactured and they never bothered deleating the old test data then the unit sat in a warehouse for a couple of years before it was sold to your installer.

Kins, what exactly is the issue you are having i have a friend who had an issue with an italian inverter (ill check if it was Aurora when i see him) that kept loosing data but i think that was stored onboard and downloaded by linking a cable to the PC, in the end he managed to get the installer with a different inverter as they couldnt get any joy from the manufacturer

stevemLS

If they are an Italian company it doesn't seem unreasonable to expect to communicate in Italian?

Kins

stevemLS wrote: »

If they are an Italian company it doesn't seem unreasonable to expect to communicate in Italian?

I do not see it in this light.

The Italian company ship their products around the world - I say this because the guarantee is written in many languages, including English. The Italian company have a UK Office, which my installer tells me is somewhere on the South Coast. It appears that when problems occur the UK Office sit back and do nothing. They refer the installer to the Italian Office. It is then found that the guarantee is written in perfect English, by the Italian Office, but (surprise, surprise) the company are not able to communicate in English.

I consider this questionable, or sharp, practice. A more streetwise person might consider this evading legal duties written in the guarantee.

Basically, the company do not care about anything. Perhaps Customer Care does not exist in Italy? This is beyond my knowledge, so are there any Italian Forum users who could educate me, please?

bluealpaca

my inverter is a sunnyboy and it has over a year of data on it, definately not testing data. The problem is still ongoing as there are other problems, I discovered some time later, with the feed in application. Basically a terrible company to deal with and an awful experience. I may update later.

Kins

Lomast wrote: »

Kins, what exactly is the issue you are having i have a friend who had an issue with an italian inverter (ill check if it was Aurora when i see him) that kept loosing data but i think that was stored onboard and downloaded by linking a cable to the PC, in the end he managed to get the installer with a different inverter as they couldnt get any joy from the manufacturer

Hi Lomast
The inverter is not sending information to the monitor on the worktop in the kitchen. The installer says the monitor is OK, and the fault lies with the inverter. I am told Aurora agree there is a significant fault - which means fitting a new inverter.

The crux seems to be that a new inverter is a serious sum of money. Mine is a big one receiving electricity from two arrays of panels. Aurora are able to supply a new one if I pay for it, and I fund the fitting, and administration costs.(Apparently this will increase their profits). Aurora also admit that the issue is covered under the guarantee, but, they have no intention of honouring any guarantee claims! I am told this directive comes from Head Office in Italy, who consider themselves immune from the requirements of UK Law.

I get the impression that Aurora are a criminal, money laundering operation. Whilst you may consider this extreme, I have run this past the installer. He implies that those with knowledge are aware of this, and that my perception may be correct. Of course, if they are criminals then I stand no chance of a resolution - but then nothing satisfactory has been offered. I rest my case!