Has anyone had any recent experience of Giv Energy's support? What is the new normal time to hear back.
My system went nuts at midnight and fully discharged into the grid now it wont charge from grid or solar. Its just sitting at 19% saying IDLE.
THALL I've not had an experience but looking at comments on here it can be quite a while. It would seem the best methodology is to call them and press for help
Used to be same day. I am keen to get my issue fixed as meant to be having a second battery added Monday.....
Depends on who and how you ask. Can be a few days, or can be a few mins, if engineers have spare capacity and want to help in their own time, as some do
Now chatting on live chat. It was answered quicker than phoneing.
I sent an email 14 days ago and got a reply yesterday, since then I've had about 5 emails with the same person. This was over a battery just basically not charging while its sibling on the same inverter seemed to be working just fine.
I have a faulty 5.2 battery, and Giv say a site visit is needed by an engineer.
... in 3 to 5 weeks FFS.
The long awaited 'smart plugs' that Giv have thrown out without any proper software control. The long awaited EV chargers, unicorn like, mythical product. Will they work as advertised, or TBA featureless software?
I wonder if Giv are a company expanding out of control, unable to service existing customers, nor provide stable market ready new products.
I no longer recommend Giv solar products to my friends - 3 to 5 weeks to come fix a product that has failed after 9 months?
I honestly wished we'd gone for a more boring less configurable system that just works, or isn't malfunctioning due to bungling updates (firmware 3007 for example).
If you are selling your kit. I'm sure there are plenty willing to take it.
GivEnergy is by far the most advanced kit out there, so yes there can be teething issues. But most stuff I have followed, has been rushed installs and mis configured systems
TheDragon (GivEnergy) Well GE say my battery is dead (not misconfigured) , it has a faulty cell apparently which needs a visit from GE. BUT you shouldn't have to wait 3-5 weeks - that's rubbish. If my new car broke 10 months from new, I don't think anyone would find it acceptable with a garage saying 'we'll be out in 5 weeks to help you' .
The 3007 firmware fix hasn't solved that particular problem either.
The EV battery charger if it does indeed arrive late Nov is nearly 6 months after we were teased with pictures of it.
I like their innovative customer configurable approach, but it's like we're the R&D test bed for their products.
TheDragon (GivEnergy) I would respectfully disagree.
It is nothing but a rushed out system with fixing bugs when they like!
I have had very poor support from GE and they were quick to blame the installer, which I think is a howler.
My EPS is broken and waiting for the installer to come and check. I know I'm not going to get anywhere with GE.
In a parallel universe I'd have installed - Victron, Tesla, Enphase, LG etc.. but not GE. Why is it difficult to have Back To The Future 😜
pjb904 If my new car broke 10 months from new, I don't think anyone would find it acceptable with a garage saying 'we'll be out in 5 weeks to help you' .
You've not bought a Land Rover or Range Rover then 🤣
Not defending the GE response time, but the analogy with a broken down car is not accurate.
Try reading the EV and PHEV car forums from many manufacturers and you will find a huge issue with getting replacement parts following a breakdown, or even a replacement windscreen for one that is cracked.
The demand is so high to ship out new cars that every available part is used in the factory.
The car gets recovered to a dealership then sits there for weeks/months on end, with varying levels of support in providing alternative transport.
🙁 Brand-new system, the faulty inverter was replaced in the mid Sep. It took 6 weeks to replace.
Now, the inverter is broken down again... Let you know when I hear from GE.
I didn't buy GE. I ordering my system from E.on assuming that they know about reliable equipment on the market.
However, it seems it is not the case..
.
Vitali having two faulty inverters is not good. And probably very rare. One is not something that is common. Not unheard of, obviously.
I’d want to know how they failed - assuming the second one has failed and is not something else? Has the installer confirmed it’s broken?
The original inverter had bad control board, so didn't communucate with the battery.
Regarding the second one: Yesterday, 1st-Nov-2022, A Givenergy engineer came and fixed the problem. It was bad battery board in the inverter.
Anyway, 7 days from the report to the fix is actually very good response time. 😄
so.... having reported a faulty battery on 29th Aug
Initial installer visit 21st Sep simply checked connections!
Second installer visit 5th Oct took many hours (mostly waiting for GE responses/call back)
GE engineer visit 11th Nov cancelled on the day (not even told)
GE engineer visit booked for 22nd Nov.
On the day had 2 emails - one saying engineer would be with me. Other one telling me no visit set as they awaited information from installer. Frankly shocking internal comms & organisation at GE
In reality engineer came on day as arranged and swiftly changed the board in the battery - which was always expected to be the issue. Engineer was excellent. But very disappointed with almost 3 months delay to repair
Simon_C I can attest to this. Our new EV needed a repair due to a minor accident. A fairly straightforward repair by all accounts but it took over eight weeks to get the car back due to delays in obtaining the parts. Plus the body shop was rammed with cars so that added to the delay. Sadly it's a fact that global supply chains for parts and labour along with other global events is affecting all sectors.
The car is heading to the dealers in a week for them to hopefully sort out some software issues. I'm reluctant to let them have it as I don't know when I'll get it back.