How can I get some Support from GivEnergy to resolve my problem

not sure where to post this really: I hav panels installed a couple of years along with a givenergy inverter and battery. we rely on a wifi dongle to monitor this. we have lost all communication with the Inverter because of Water ingress into the Inverter Cabinet and then ito the Dongle. The Company that installed the System has Ceased trading. So my only option is to go to Givenergy directly to sort this out. The Support has been attrociously poor so far I tried emailing in late December early January to the support email address and guess waht No Response! I am now on my third day of sitting on a phone waiting for someone to actually pick it up and speak to me. I need a new dongle!! I have no idea if i am generating any power, need to update Firmware or what state the battery is in!

Can anyone give me some advice on how to get this sorted ?

pennockp@gmail.com

Sorry your contract was with the installer and not GivEnergy and it sounds like a poor installation.

If you paid any amount on a credit card you will have some recourse to the credit card company. Check Money Saving Expert website and forums for advice.

If / when you get in touch with GivEnergy I would be super nice to them in hope of a good will gesture as unless you can prove it is not a poor installation they are likely to not be of any help to you.

The staff are snowed and under pressure so please be pleasant to them...

Just my 2p and I would use MSE forum as they have more expertise on dealing with failed businesses.

pennockp@gmail.com I need a new dongle!!

I think someone posted on here a few days ago saying they'd bought a dongle direct from one of the wholesale companies. Or I think some models allow an ethernet cable connection as an alternative to WiFi dongle.

pennockp@gmail.com how to get this sorted

To get the kit replaced and repaired you will need to find another installer as GE are just the manufacturer and I am pretty certain won't accept liability for a ceased installation company.

M_J To get the kit replaced and repaired you will need to find another installer

That's easier said than done right now. If you have a look on Trustpilot (most recent filter) you'll find more than one installer on there complaining about GE in some detail. For them to do that indicates how bad things are getting.

The very least GE could do is find the OP an installer willing to undertake work on GE equipment near his/her location.

M_J If you paid any amount on a credit card you will have some recourse to the credit card company. Check Money Saving Expert website and forums for advice.

You could also try contacting MCS (assuming this was an MCS certified installation)

pennockp@gmail.com If its just the wifi dongle that has failed then as someone else said, you can buy a new dongle. If you google GivEnergy wifi dongle there are loads of companies selling them.

The instructions for how to set it up to clone your existing dongle are on the forum (somewhere). You can do this yourself.

If the inverter has failed then I think you are going to have to get it replaced and its likely that givenergy will say the warranty doesn’t cover it so you’ll need to find a new installer. The support line is overloaded so it could take a while before they even respond so suggest you start with trying to find an installer.

Sorry