Power loss.

Over the last several months I have noted that on several occaisions my batteries have have an issue and have lost the power stored in them. This has occured mostly at about 18.00 to 19.00 on a Thursday and the power graph has showed the loss completely, from approx 7.00kw completely to 0.00kw, and I have noted that i have had to import power to be able to cook etc from then onwards until 01.00 when my system charges up at the cheap rate.

I understand from Simon at SA Energy that there is a problem with your firmware.

As this is costing me money can you confirm when / if this been resolved and do other users realise this problem occurs.

martinA check out the other threads on this

https://community.givenergy.cloud/d/1342-new-givenergy-inverter-bms-firmware-beta-testing-chat/1082
https://community.givenergy.cloud/d/713-firmware-3007-has-not-fixed-sudden-soc-drop-to-0-problem/2325

Hey first post here and I’m getting similar issues.

Mine jumped from 60% to 100% today.

So I’ve probably lost about 3kwh of potential charge. Which I now have to buy from the grid.

Annoying.

martinA yep - this is a known issue, and GE is pretending to be working on the fix for at least 7 months - refer to the links.
I had my kit installed in January this year and when I first approached GE support with this problem they lied to me and told me that my system is not correctly calibrated. Only when I setup an account here my I became aware of how wide spread this problem is.
You have two options here:

1. Do nothing and hope that one day they will fix it, be aware GE is good with promises but not so good with delivery - on 14 Feb - they promised that the fix is almost ready - but if you read the beta testing chat you will see that they are no were near the fix (kind of 1 step forward 5 steps back)
2. Start legal action - you are within your rights to demand a fix to be provided in a timely manner - if you are in the UK then the Consumer Rights Act 2015 is your friend. If they fail to provide that you are within your rights to demand compensation for any cost incurred as a result of this issue such as increased electricity bills due to battery dying in the middle of the day despite the fact that is should still have enough charge to last until the next cheap tariff. You can add to that the distressed this issue is causing you (after all you have spent $$$$ on that kit) and time you spent on this issue, etc - contact your lawyer, or Citizen Advice lawyer (it you are in the UK) or use one of the many AI bots to write nice letter for you. In the UK if the company fails to respond to your request for fix/compensation you can take them to small claims court to get your compensation and make a complaint to trading standards. This doesn't seem like much but if enough people took that action I'm sure we'd already had the fix ready. (I am taking this route)

Ah one more thing - don't forget to spread the word and tell all your friends to avoid givEnergy kit (more like takeEnergy)

Point of note. The consumer's contract is with the vendor of the kit, not the manufacturer. Any claim would have to be made to the company that you purchased the kit from and not against GE. Such a claim would have to show that the goods were not of satisfactorily quality, work as described, fit for purpose and last for a reasonable length of time. I would suggest that these forums provide clear evidence that the kit fails on at least three of those points.

Also, if you paid any part of the purchase with a credit card you could also claim directly against the credit card supplier under Section 75. You do not have to make a claim against the vendor as well as the card supplier is jointly and severally liable for the kit. See here: https://www.moneysavingexpert.com/reclaim/consumer-rights-refunds-exchange/

alfwro @martinA @matbarnard You are all justified in feeling you've been sold a pup. If you read through the firmware-3007-has-not-fixed-sudden-soc-drop-to-0-problem you will find plenty of others in the same boat. If you read it carefully, you will also see that there are many Givenergy customers whose plant is not subject to this issue.

I'm not denying the problem of their failure to adequately communicate, just pointing out that not every device they sell is a pup.

@Tim i understand i think what you are saying but faulty products sold under false promises not the installers fault and as i see that my installer measured the nothing coming from the hy5 to my battery they say wire wrong. I have a dead battery that cant be seen, worked then stopped and now dead because of the cold. now they want money from installer as deposit to check. strange passing the blame. sold as uk find out it from china, i know they make the majority of these things but probably a rebadge of something.

they were also saying the size of battery is 5.2 but a loss on it mine 80% discharge, only find out when you get it, so cant do what you want then release new ones so old no good.
It should work straight from the box. alot of extra meters and other stuff needed?

if it a bit gobbledygook i have Huntingtons disease so struggle with comprehension.

Zakalwe I get that but the kit is under warranty - and they way I see it it is faulty and GE is unwilling or unable to provide a fix in timely manner - as such they are liable for the compensation.
Also I would like to stress that I'm not after big payout but if we do not cause them enough grief the big fish at GE will keep ignoring this issue.
Just look at their official Facebook page- there is nothing about this, no apologies to existing customers (and warning for others) - https://www.facebook.com/GivEnergyUK/ instead their CEO Jason Howlett is shaking hands with other crooks @ Westminster. Also note this statement:
"As a company that has hit circa 500% growth for the financial year ending March 2023, we at GivEnergy know first-hand how to accelerate business growth." They are making money at our expense selling defunct and untested equipment!

alfwro I get that but the kit is under warranty - and they way I see it it is faulty and GE is unwilling or unable to provide a fix in timely manner - as such they are liable for the compensation.

I am not a lawyer, but I believe that you are incorrect here. Your contract exists with the vendor. In turn, they have a contract with the supplier. Your dispute is with the vendor.

Zakalwe Well I have spoken to a lawyer and they told me the issue is with GE and not the installer (unless the fault is theirs i.e. the faulty/incorrect installation).

Zakalwe https://kb.givenergy.cloud/article.php?id=55&oid=16 - this is the warranty document --> see section 5 performance warranty. I have a 9.5kWh battery and on more then 1 occasion my battery level dropped from 50%+ to 0%, then it took 10kWh to charge it up to 100% - where did the 5kWh? go? Why should I be paying for that lost energy?
The warranty document clearly states they warranty energy retention: "70% within 10 years of the initial installation date" - my battery was installed last month

A warranty is not the same as the rights protected under Consumer law. Different things.

Either which way, it is appalling that GE are selling this kit when they know it is faulty and not performing to specifications.

alfwro interesting, but my question is "who did you pay" as that entity is who you have the contract with.

matbarnard Hopefully you've left 'Feedback > Bug report" as well as adding to the discussion.

wilfleek I think it like diesel gate, they are the manufacturer nobody sued VW/Audio/BMW and more its there product. The contractor is installer. like he said they fit a faulty product which needs to be warm but can be outside.
just hope people get sorted. Its very expensive if dud?

Actually, there is a class action lawsuit against VW group for their part in the emissions scandal. But in the case here, the contractor is both installer and supplier - no consumer pays Ge directly for their products AFAIAA.

not sure how you mean, anyone who bought the diesel can sue, as in 2nd hand.
My point is we have a contract with an installer who maybe the supplier or you bought yourselves. Unable to read the full warranty but it isn't with my electrician if it worked then stopped. they monitor to keep longevity.
But buy as washer from currys, they would send an engineer from the suppliers if a problem.
My annoyance is it doesn't work from the box needs lots of cuddling and aftercare which might not be possible.
As Zakalwe said different parts of consumer law, and the suppliers would also be suing.