Solar/battery customer service

Mardlerboi

How many of you have found, after investing in a solar array and storage batteries getting any form of advice and customer service from the installer or the hardware manufacturer has been nigh on impossible?

We had GivEnergy batteries and inverter installed followed by a very rudimentary introduction by the installer on connecting via the app and then…….. nothing, nowt, zilch from either the installer or GivEnergy despite many attempts to try to speak to them

Lesson hard learnt - check and double check what customer service and backup plus references will be provided before you shell out for the gear

We had 12 panels, 10.3 kW of batteries and an inverter fitted in late March 2025 and were never able to get any direct customer service to help with operating and software problems encountered - all learning came from Web searches and YouTube videos. It took nigh on 11 months to get the system understood and working effectively

So check, check, and check again about after sales service and backup you’ll get and get the assurance in writing before signing on the bottom line - or you will regret it when you encounter issues with the system and there is nobody interested from your installer or hardware manufacturer to help you find the solution. Your sanity is at risk!!!!

QrizB

Welcome to the forum.

You might like to read the "GivEnergy Woes" thread; you're not the only one with problems.

https://forums.moneysavingexpert.com/discussion/6365985/givenergy-woes

Some other brands are much better supported.

born_again

Givenergy are appointing administrator's.

No surprise there, giving making staff redundant previously this year.

debitcardmayhem

Sadly I installed Givenergy inverter and battery, 3 1/4 years ago, happily thus far the kit is good, and my installers have been excellent. Just over a year ago I experienced a problem with my system , GE wouldn't engage with either of us until I slated them on trustpilot, and lo they got back to us. The writing appeared on the wall then, and my installers have stopped using them too. Just before I got my system they were the flavour of the day and you think ok let's go for it. Indeed they were the first ,AFAIK, to be accepted on Octopus Intelligent Flux, now who knows if that will still work … caveat emptor ☹️

edit I can't blame Trumplestiltskin either

Screwdriva

You raise an important issue. For each and every one of the 200+ homeowners I have helped with their Solar PV systems, I always recommend several golden rules.

The first - always pay with a credit card for Section 75 protection. The last - always agree with the installer (in writing) to pay the final deposit of 10% of the contracted amount only when the system is seen generating in the Tesla/ SolarEdge app. This incentivizes the installer to ensure the system is performing as contracted and the customer has a basic understanding of the app in question.

The full list is below. Without these simple precautions, I am afraid you are at the installer's mercy.

1) Pay the installer you end up contracting with a credit card, even if it's just the deposit. This will provide Section 75 protection incase the installer disappears. 

2) Always check each component (but especially the panels) when they arrive at the location prior to installation. Sometimes they get incorrectly switched due to error etc. (Make sure your panels actual say Eurener 515W etc.)

3) Be politely detailed with any installation instructions when it comes to panel placement and wiring on the day of. Installers always select the path of least resistance, which may not match your aesthetic requirements, so remember to be upfront and specific on the day.  Doesn't hurt to the team for a rough drawing of the panel layout on installation day, as an example. 

4) Always fit the max. # of panels you can fit on your roof's South/ West/ East aspects for the best return on investment. Mention all this clearly during your survey, and ask them to bring a couple extra panels "just incase”.

5) Ask for a video of the entire roof only if you can't see it from ground level, just to make sure none of the tiles have cracked/ broken.

6) Insist in writing that final installment (10%) will only be made after 48 hours of successful continuous operation, visible in the Tesla app.