What is going on??

I recently noticed that my battery f/w needed to be updated to 3020.
I attempted to do this but the update failed.
Since I had the system installed, this has been the same. Everytime an update was required, Givenergy had to email me the file, BMS_ARM.bin, for me to copy to the dongle and install.
Now it is impossible to contact them unless I have Whatsapp installed, which I don't and don't want and emails are just being ignored.
The system, as a whole, I am happy with, but support and customer service is becoming non-existant.

IamFof They're at over 30% 1 & 2 star reviews on Trustpilot all basically saying exactly the same over the last 2-3 months - nobody answers phones/email or whatsapp. When they do then they lie to you - and that's installers saying that as much as end-users.

Its my understanding that at least one consumer TV programme is going to be featuring them in the next couple of months, at which time I fully expect GE to collapse into administration/reappear as a pre-pack company.

NOBODY should be buying anything from GE at this point in time.

Vestas
If this comes to pass then what are the options for the end user?

[unknown]
Probably bugger all.

IamFof I see you have been here since 2022, so presume you have Gen 1 inverter.

First there is no reason for you to upgrade battery firmware to 3020. Just leave it alone.

If you know of a good reason for upgrading, then just download the files from the installer area. You can do this yourself without contacting anybody.

Sounds like your system is still working fine, so leave it alone, and leave the support lines free for those whose systems aren't working and genuinely need help.

Meta don't allow commercial use of Whatsapp (at least not for free). If they realise GE are using it for customer support, the account will be closed.

Whatsapp is not a good way to deliver support IMHO.

Tenkaykev

Take local control. Several options for that.

There are too many systems out in the wild for someone not to see a business opportunity.

Tenkaykev Who knows. Currently GE are failing to provide support for existing customers and are NOT honouring warranties in a reasonable timescale, if at all.

They are in breach of section 49 of the Consumer Rights Act 2015 - "Every contract to supply a service is to be treated as including a term that the trader must perform the service with reasonable care and skill." They're also in breach of sections 50, 51 and 52.

Remedies include -

(1)The right to a price reduction is the right to require the trader to reduce the price to the consumer by an appropriate amount (including the right to receive a refund for anything already paid above the reduced amount).

(2)The amount of the reduction may, where appropriate, be the full amount of the price.

They shouldn't be permitted to continue to sell product until they comply with the law.

Saw this today from a disgruntled linkedin user.

[https://www.linkedin.com/posts/aly-davidson-b1a5181b3_givenergy-leadership-customerexperience-activity-7363147024940048384-kYxk?utm_medium=ios_app&rcm=ACoAAATdTZcBDkV41cH05BAkq2B1eNeiM5RP3Nw&utm_source=social_share_send&utm_campaign=copy_link](https://)

Hook Simon Taylor is now a director.

Might be useful to have someone on-board with a proven track record of liquidating and dissolving companies.

https://find-and-update.company-information.service.gov.uk/officers/BiT4FRjKsqGs6mHmv05fwI6Cd28/appointments

With respect to his specific talents....... What actions should the more computer illerate now be taking?
I only use the portal to control my AC3 and batteries. This forum to improve understanding and Rubik's App to watch battery voltages. I have now upgraded the App and purchased the suggested tablet so that I can communicate with the Dongle. THe software is working as expected ( 210 / 3020 ), I am not into social media.
What else would be prudent ?

With respect to his specific talents....... What actions should the more computer illerate now be taking?
I only use the portal to control my AC3 and batteries. This forum to improve understanding and Rubik's App to watch battery voltages. I have now upgraded the App and purchased the suggested tablet so that I can communicate with the Dongle. THe software is working as expected ( 210 / 3020 ), I am not into social media.
What else would be prudent ?

Newman

IMO not a lot else...

At some point a battery will fail or something on the inverter.

There will likely be a second hand market to replace battery cells or motherboards and the same for inverters.

There are so many out in the wild they will be supported somehow.

At some point you may find you need help and GE are unavailable and your original installer is uncontactable/unhelpful. In this instance a list of other GE trained installers might be useful.

The "Find an installer" link has been nobbled, but there is a hidden link that still gets you access to the installer database:

https://givenergy.co.uk/find-an-installer-2024-old/

I would stick your postcode (or one nearby) into that page, and copy the names/addresses of about 12 local installers into a text document/spreadsheet/notebook just in case you ever need them.

This was the big reason I used a local installer. I'm still in contact with him and we discuss other battery systems.

[unknown] I reckon the best systems are ones that do not rely on some major cloud service in China. Unfortunately, and I think it'll end in tears, a lot of these battery systems with long warranties are probably not worth the paper they're written on as they're not backed by anyone. If the company goes bust after 8 years, your system will only have basic functionality and you'll never get your money back. It's a lot of faith to put in a company that it'll be around for the next 15-20 years... sadly I don't think GE will be.

I don’t pay any attention to warranties over 5 years on anything. Past experience has proved all to be next to useless. I have budgeted to replace battery and inverter after 5 years so any longer life span is a bonus

I've not been paying attention lately to innards of Giv but it doesn't sound like it's got much better since last time.
The linkedin post thing, think I'll respectfully disagree with the new boss. Can't use the 'we're a startup' excuse forever, given you've been around since 2018. Although the initial service failures last year were likely due to a glut of installs, the likes of glassdoor paint a completely different reason for this one.

Ultimately, current end user support is funded from the next customers purchases. Unless you have a very consistent and predictable stream of new customers this was always going to go really well when the good times roll & be a serious financial liability when they aren't.

I think I'd prioritise keeping the installers happy at the expense of end users but to be honest it doesn't sound like they fare any better at being able to get through. Maybe they need to setup a proper community support system that rewards community sourced fixes with points/amazon vouchers (and leverage the "deligate access" mode for temp read only viewing of settings provided it can be set to timeout / not risk GDPR) leaving support to actually help get the kit installed in the first place.

Hmm all job postings appear to have now gone on the usual sites. So I guess Simons either filled them & things should start to perk up or there's a hiring freeze.

[unknown]
Yes I have a Gen 1 battery and GIV-HY3.6 inverter. The only reason I went to upgrade the f/w was because I noticed it was pending. I do realise that some upgrades can be minor, while others, major. How am I supposed to know?

[unknown] Sounds like your system is still working fine, so leave it alone, and leave the support lines free for those whose systems aren't working and genuinely need help.

I have to say that I found this comment a bit off. How was I supposed to know that they were in difficulties? As I said, since day 1, I have been unable to upgrade the f/w via the portal, so I just presumed it was a case of "Here we go again!"
As for downloading it from the installer area, that would be a good idea if a) I knew it was there and b) had access to the installers' portal.
Now, thanks to this thread, I know they are having internal issues, which, hopefully they can and will resolve, I will just sit back and hope for the best.

Rubikcube
Yes I have a Gen 1 battery and GIV-HY3.6 inverter. The only reason I went to upgrade the f/w was because I noticed it was pending. I do realise that some upgrades can be minor, while others, major. How am I supposed to know?

Rubikcube Sounds like your system is still working fine, so leave it alone, and leave the support lines free for those whose systems aren't working and genuinely need help.

I have to say that I found this comment a bit off. How was I supposed to know that they were in difficulties? As I said, since day 1, I have been unable to upgrade the f/w via the portal, so I just presumed it was a case of "Here we go again!"
As for downloading it from the installer area, that would be a good idea if a) I knew it was there and b) had access to the installers' portal.
Now, thanks to this thread, I know they are having internal issues, which, hopefully they can and will resolve, I will just sit back and hope for the best.

If the installation failed if you wait long enough on the web page you get a link to download the file.

Well I did and other users have too...

The installer page is wide open and you can grab files from there.

Moving forward I suggest you check the release notes before choosing to upgrade.

hoggy Who would like to bet on the first of those options? 😉

M_J
I guess I didn't wait long enough. Why would I?
When you say the "installer page", is that the page that opens if you wait long enough?
With other programs I use, I do check the release notes, but I've never seen an option to view them on the portal. Where are they located?

IamFof https://givenergy.co.uk/installer-resources/ Installer Resources

Mouton
Thanks.