We have been struggling since 27 May to resolve battery issues. First one wasn’t working. Eventually we had an engineer came in 19 th June and updated our system. Now we are back to square one with the other battery not working. Our problem is getting through to the support desk. Phones have not been contactable for weeks, still not working today, WhatsApp is absolutely useless and no replies to emails. Our installer managed to get hold of Callum at the help desk who tried a few things that did not work and now he does not respond to emails any more. So frustrating. Where do we go from here?
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Im afraid all you can do is keep trying. A month or two back when i was having troubles my ticket seem to die with the engineer when he left the company. I did eventually manage to resurrect it via the whatsApp route but to be honest (not just from on here) it sounds like even that way is a struggle now, so i dont really know what to suggest other than to keep trying and cross your fingers.
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Yes getting hold of any support is dire. I wish I had not bought my GivEnergy Equipment, as this level of support negates the value of the kit when it takes months to resolve an issue.
In my experience there are two things you can do:
Email them constantly bother as many people in their management team as possible. That will work for a while, its horrible because it so difficult to keep the pressure on them without losing your temper.
Whatsap is dire because you get stuck on the “we are all busy try again message”. But, at least it works when you get someone, so keep posting on there and persist until you get lucky.
After an engineer visit that is the worst, because you think “ah finally someone is doing something” but if its still not working then you need to be on them straight away or weeks go by with them ignoring you.
Good luck persist and don’t give up. AND NEVER EVER apply a firmware update.
I have a friend that recently got the Tesla PowerWall, same installer I had, as I recommended them. Customer Support is Amazon next level, I wish I got one too, but really wanted to get on the Octopus IF tariff, which now locked my system out:)) but that’s another story and post I made. OIF now supports Tesla… so if I ever move, I will never touch GivEnergy, just not worth it with poor customer support.
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