I am new here so hope I am doing this correctly. We have an inverter that is faulty and if has been since May. Our installers have already taken forever to come out and finally establish that it’s the inverter that is faulty and we have had 50% generation going through the inverter for the whole summer. The installer has fobbed this off to GivEnergy under the warranty. But in spite of many emails and several phone calls, I have had no assurance in writing that it will be replaced and no indication of a date when a replacement will be sent out. We need it sorted desperately.
Can anyone help? Thanks
Your contract is with your installer, they should be fixing any issues including replacing the inverter and getting themselves reimbursed with a warranty replacement off GivEnergy. Especially the case if it has never worked properly from new.
Ultimately it could be small claims court, or at least threatening that to get traction with your installer.
Get proper legal advice but I’d suggest a strongly worded letter, laying out the details of all prior correspondence, reminding them of their obligations under the sale of goods act, and giving them a fixed period of time (e.g. 14 days) to either replace the faulty equipment or give you a full refund. Send it recorded delivery.
All of this is the sort of paper trail you need for small claims court.
Thanks. It’s taken us months with the installer to even get to diagnosing it. We just couldn’t get them out. I have threatened them with small claims. They said that they don’t keep anything in stock and that they have got to wait for the replacement from GivEnergy. So I wanted to find out how long it’s going to take for GE to send out a replacement under the warranty. But I can’t get an answer to that. Their customer service is non existent for end users.
It sounds very much as if your installers are fobbing you off. They can quite easily buy a replacement inverter from midsummer wholesale or its technologies and then sort out the warranty process with GE.
My own experience of a warranty claim with GE wasn’t too bad, I logged a support call with GE, it took a few days to diagnose that there was a fault with the inverter, they then had to get ‘management approval’ for the warranty replacement, that took a day or so, and then I was basically in a queue for a field engineer to come out from GE and replace it. They scheduled the engineers week by week so they did work in a similar part of the country and I think I had to wait 2 weeks in total, so maybe 3+ weeks end to end.
But I was directly dealing with GE as it occurred over a year after install I didn’t involve my installer who are not particularly local.
If you haven’t I suggest you get a support ticket logged with GivEnergy and just keep hounding them via phone, whatsapp and email for an update on the warranty replacement. Having said that their customer service is very overloaded at present, they have got more agents but several reports that it’s still struggling.
Ok so unfortunately you put in writing a letter to the installer it’s called pre action protocol. Sating that if not fixed say in 7 days, under the sale of goods act you will start a county court action for the full amount you paid. Your contract is with the installer. I stated this to GivEnergy 2 days ago and in (I hope) an hour or so someone will contact me and get me either on line or an appointment for their engineers to come out.
Leaves a bad taste in the mouth, but that’s the times we live in. They’re all happy to take your money but getting them to honour the warranty is a nightmare. But the law ( not starters law) is on your side. Try the letter see how you go.
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Thank you. It seems to have worked. I have now received confirmation that they have sent out a replacement to our installer
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Thank you. The official letter has worked.
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