How long should I expect to wait for a response to an email to support@givenergy.co.uk? I sent an email yesterday and haven't had as much as an automated acknowledgement.
There doesn't seem to be any way of contacting them by phone - the number on the feedback page of the web portal doesn't even exist, and the one on the web page plays a message to say the line is now closed.
Don’t bother! I’ve been waiting since 25th November for my response! Go through your installer if possible! They may have more clout!
KC73 I would, but my installer was First4Solar and they no longer exist.
andydsmith my experience of sending emails is it could take 2 or 3 days for a response. I found a quicker response was to phone up GivEnergy support but not sure if that is available at the moment.
geoffreycoan Customer support line is currently closed!
geoffreycoan The support number on the web site is for installers only. I'm sure the number was on the customer page earlier today, but it's gone now. When I rang it and selected the end user/ homeowner option I just got a message to say the line was closed. I'll just have to be a bit more patient, but I'm definitely not impressed. Most companies at least manage to send an automated acknowledgement.
andydsmith If you have a glassdoor account it'll be pretty obvious why GE has inadequate support staff 😉
Edit - they're still looking for a new managing director amongst other vacancies. Doesn't exactly inspire confidence in their future really....
andydsmith Thanks, I had heard on here that it was closed due to high call volumes following the storms.
No comment
Vestas not anymore, the reviews are gone...
hoggy Convenient...
Customer Service. There's an oxymoron
I just got my issue sorted over the phone by using the installer option. It only took a few minutes.
andydsmith Any bets on a new menu option appearing where you need to enter a valid "installer id" to get further? 😉
Vestas although like whack-a-mole they just keep popping up.
The erratic ability to contact GE Support via the phone (the response used to be quite good) is another reason for me to not press the firmware upgrade button any more. In the past, I have had 2 out of 3 upgrade events fail and have had to get GE support to fix things. While things are working OK I do not wish to risk it especially if I cannot get help if it goes wrong again.
In those circumstances I cannot see how GE can say contact your installer as it has nothing to do with them they are not there to support the update process or something I foolishly elected to do on my own. I will only update on GE-specific guidance to do so in response to a fault query.
NGL - I really do feel for those who did in good faith and I’m just so glad I didn't.
killythebid 100% agree with you.
There is no feature they could possibly add to justify me pressing Update button. If system is down for any reason, for example after a faulty update, I may be losing dozens of pounds every day or week, in increased electricity costs.
Unless it's for existing fault fixing or mandatory security update or something, I will not be upgrading anything.