How long to wait for a GivEnergy engineer?

All In One (a few weeks old) failed at 3am three weeks ago. It has taken 3 trips out by my installers to convince GivEnergy that there actually is a problem when it was pretty obvious from the start (they've tried blaming it on v6 firmware!!). So they are finally going to send someone...some time (we are now "on the planner.... we tend to contact you a week prior to appointment date")

So, could be sometime this year maybe... I've asked for an estimate/clarification. Nothing.

Meanwhile not being about to use 13kWh of battery power charged overnight on Eco 7 is costing us something like £3 a day

If this was something that could be returned to the shop for a refund, I would have done so. But it seems that we are at the mercy of what GivEnergy decide to do if they get round to it.

I am talking to Which Legal tomorrow to see where we stand in (a) ensuring GE do pull their fingers out and (b) suitable compensation if they don't. And even (c) where do we stand in fully rejecting the AIO (I suspect as over a month old they have to be allowed to attempt a repair)

I thought the new RMA procedure was supposed to stop all this BS with Giv having to come out. I was under the impression that if your installer thought it was faulty, then they tell Giv/Supplier its coming back and then fit a new one. Leaving the supplier and Giv to duke it out.
Keep seeing this "wait for an engineer" though so guess it wasn't quite as the fanfair posts from GE marketing made out?
https://givenergy.co.uk/installer-faq-the-new-givenergy-rma-process/

hoggy I missed this when I first read the announcement... "– as you’re installing – ".... no mention of once installed other than they'll organise an engineer if remote help doesn't sort it out.

hoggy Thanks, but reading that I think that applies only to at the point of original installation

You'd hope that at least it works when first installed... so this announcement means next to nothing, unless they are in the habit of untested units

Not waiting the 4 to 6 weeks it mentions for site visits; will definitely be seeking compensation if that's the case. Wouldn't be so bad if it was summer at the moment...

Your problem is really with your installer not GE per say

You can still if within 30 days demand from your installer a full refund due to battery being defective and not fit for purpose under the Consumer Rights Act 2015

Its only after 30 days you have to then allow them one chance to repair the item within 6 months.

If paid on credit card things get even easier as you can demand charge back due to defective goods.

DreadorUK Can't see how a failure after about 8 weeks is installer's problem

They've been out 3 times to provide info to GivEnergy; the batteries are fine, it's the AIO main system that is faulty

It's definitely outside of 30 days; am hoping to get clarification from Which tomorrow about rights etc

It was paid on credit card, so good point, thanks

Ah, whole Devil in the Detail strikes again. So it's only out of the box then.
All this means is the next time the installer either:
A) top loads quotes with extra labour to cover repeated call-outs.
B) stops fitting GE kit.
Lot of onus on installers for unpaid revsits who just want (as does the customer) fit & forget, on to the next.

buchanan101

ahh 8 Weeks means your in offer of fix mode or alternative solution mode.

It is the installers problem your legal contract is with them not GE.

They chose to sell GE batteries and have put their name behind it as such, if they as hoggy mentioned above didn't want to install as perceived issues then they would simply not have offered it to you and offered something else, or refused your request to fit. But they did and so under contract offered to you a working battery that could store 13.5 kWh, and also in that offer they added cost to install and some form of warranty (1 year).

They are now in breach as such as the offer is not fulfilled - they can and are in your case working with GE to fix but they could equally offer you to replace with a power wall or offer you compensation etc

DreadorUK The installer could do those things but Givenergy is not out of this in responsibility terms. They provide a warranty on their equipment. If the equipment is faulty they should replace it or repair it under that warranty.

buchanan101

In answer to your question. I had the same thing. Problem reported on day one, lots of conversation and calibrations, then 3-4 weeks for the engineer to come out each time. Eventually they replaced one of my batteries. Then when they came out the next time they replaced another battery due to a fault in one of the cell banks. (I have 4x 9.5kW batteries and 2 Gen3 5.0 hybrid inverters)

So it was:

1. get the installer out, chat to GE on the phone, run some diagnostics.
2. Book GE visit: Engineer visit with installer present also: Some tinkering.
3. Re-book: Replacement (with installer present to help lift the battery).
4. Other battery diagnosed as faulty online.
5. Book visit: Replaced second battery.

All very frustrating. They seem to be very busy and only have one engineer. Also they needed a second person available to lift the thing. Although that may have changed now and they have more mobile engineers. 🤷🏼‍♂️

I feel your pain. With my system being more modular, I was a bit better off than in your situation though, as I still had half the system working.

They did fix my system but it took far too long for my likeing and much longer than I anticipated. Good luck.

killythebid

Never said they were not - Im just saying it's that the installer should be making GE own up to their side of the warranty not the end customer.

The other inherent risk I see is that if you work directly with GE and they somehow break your battery - your installer kinda has the right to just walk away or charge you labour for any future fix.

DreadorUK and you never said they were hence my post.

killythebid
Implied 🙂 but point taken

My AIO was bricked by a firmware update in early November. The first engineer appointment was the last week in December and he couldn’t fix it so they had to replace the unit. The did the replacement last week.

So yes, it takes them ages.