Inverter went ‘pop’ on Saturday and likely needs replacement (21 months old), it has taken a while but I managed to get a case number for support, but no feedback on ETA’s and status.
‘Rachel’ didn’t do what she said she would, but an automated email reply to my support@ email did provide a case number.
Should I be contact Givenergy, or trying to get my original installer back out to look? I’ve tried them in the last couple of months to quote for an extra battery, but they’ve not replied… and I’m n ot sure if they are the main contact after the first 12 months.
GE under the warranty will be your first port of call to chase. The CS is patchy - at best. Unfortunately you need to keep chasing them - and escalate as appropriate if they aren’t dealing with it in a timely fashion.
Do you have a handover pack from your installer? You could check to see how long they support your system is mentioned in the pack.
In mine the installer will support the system for two years. This is backed by an insurance, in case they go out of business. It also states I should contact them in the first instance, if there are any equipment failures and they will handle the warranty claims within the first five years.
Contact your installer and get them to contact Giv. They seem to have a separate contact avenue. When I had a problem with my battery it was replaced within a couple of weeks of me contacting the installer. Hope you get a resolution soon.
Spoke to my installer today (couldn’t yesterday as I was at work).
They will be replacing the inverter on 2nd or 3rd Feb (unfortunately they are busy next week but will call if any availability crops up) as they are allocating a day in case any recommission and tech work is needed.
We have had our inverter since late 2022 and in those early days you could simply ring up the normal technical support number and speak to a technical support person and they would even do online investigations while you were on the phone. But that’s no longer the case I’m afraid.
We had a problem with our inverter more recently (Nov 25) and despite raising numerous tickets it took about 3 weeks before someone from technical support actually investigated our problem.
These days they seem to expect you to use your GIVenergy installer (ie whoever installed your system) to provide first line support as they have access to an installer portal where they can run remote checks on the GIVenergy systems that they have installed. And that was a problem for us as our GIVenergy installer has gone out of business.
All you can do on the normal technical support line now is report a problem – but you wont get to speak with anyone technical, well that’s my experience anyway. I believe GIVenergy installers also have access to GIVenergy technical support line number that only they can use as it requires entry of a password to get through.
That said GIVenergy technical support DID eventually get back to me and they were right about the source of the problem, which turned out to be a faulty AC isolator, which is now sorted and we are back up and working. The whole thing took a lot longer than I was happy with though, with the battery out of action the whole time ):.
