We’ve been experiencing ongoing technical issues with our GivEnergy solar battery system (CE2231G259 / CE2209G080), including:
Batteries not charging correctly or discharging unexpectedly.
System pulling from the grid despite being set to eco mode.
One battery dropping to 5% while the other charges to 100%.
Suspected firmware update causing plant mode to malfunction.
Despite multiple emails from myself, our installer (Tony Edwards at Jem Energy), we’ve had no response from GivEnergy since 22 July. We’ve requested a rollback to the previous firmware version, which worked correctly, but have received no update or support.
This lack of communication and resolution is unacceptable, especially given the system is live and not functioning as intended. We are requesting urgent escalation and technical support to resolve the issue.
To resolve this: We would like a response from GivEnergy ASAP and ideally get them to revert to the original firmware or suggest an alternative fix so that both of our batteries are working.
I wish you the very best of luck with this. GivEnergy’s support has been dire. Unfortunately I have never seen GivEnergy respond to any messages posted in this forum. Its a bit of a mystery to me why they keep it running.
Alternatives you can try:
Facebook.
This is a GivEnergy group on there where there are GivEnergy people who try to help customers. As much as you rightly feel frustrated with GE these people do seem to be helpful and want to do the right thing.
There are many post per day in here and there is support being given. Why this is not “official” beats me.
Linkedin.
Messaging directly on linked in got me the contact details of some of their management team. This worked for a while until they stopped responding to my queries. Naturally I was persistent, which probably annoyed them, but the frustration I had was the huge gaps between getting some action taken e.g. Engineer visit, followed by 2 weeks wait to find out what the next step was. I tried not to be rude but it was very hard. Perhaps my suggestions that there was a link between good service, revenue and the long term sustainability of their business was too hard to hear or perhaps they were fired or left the company.
New Phone number: 01377 252874
According to GE they have invested in more support and plan to answer this number. I also saw a post that suggest that they have a bit of a mess in their support system with duplicate tickets slowing them down.
Persistence as much as it is frustrating is the only thing you can do without legal help. I have had success with Whatsapp, but only by regularly checking and submitting my query.