Lack of customer service and lies to customers

I contracted Solar Beam to install a Solar electricity system for me which was done in July 2019.

On 7 February 2020 I contacted Solar Beam by e-mail and advised them that when we put the kettle on the loadshedding system was beeping and it thereafter shut down (only 5 house indoor lights (6w each) and the TV was on). On Thursday, when we had loadshedding the system shut down when we put the kettle on – hereagain only 5 house lights and the TV was on. Again on 7 February 2020 when we had loadshedding in the morning (after sunrise) the system shut down when we put the kettle on – no house lights or other appliances were on since it was bright enough. I spoke to some electricians who said there could be a problem with the batteries and these should be checked/tested. As the solar system was only installed in July 2019 everything was still under warranty. Solar Beam has subcontracted the installation to another company. (This company advised me that I should not use a kettle and microwave at the same time i.e. don’t have these appliance on at the same time. I ensured that if we used the kettle, the microwave was not used and vice versa.)

The situation got worse subsequent to my initial email to Solar Beam on 7 February 2020. After speaking with electricians I was advised that Lithium batteries or 200AH batteries should have been installed. Solar Beam designed the system and did not advise me that 200AH batteries should have been put. On 12 March 2020 I agreed with Solar Beam that the 200AH batteries should be installed so that this problem does not recur and further agreed with Solar Beam that I will pay for the difference in the price of the 100AH and 200AH battery.

On 12 March 2020 I received an email from Solar Beam and was told that the batteries will be changed as soon as the company that Solar Beam subcontracted the installation to, gets stock. When I followed up with Solar Beam on 19 March 2020 I got no response. On 24 March 2020 I confirmed with the subcontractors that they had stock of the batteries and requested Solar Beam to have the installation done. On 25 March 2020 I was told that the finance person needed to approve the payment to the subcontractors and then the batteries will be replaced. This did not happen.

On 7 April 2020 the inverter shutdown and I had no electricity causing some of my food to get spoilt. I did e-mail Solar Beam but since it was lockdown they were closed. Once lockdown had ended I followed up on 6 May 2020 and was told that Solar Beam was “waiting for head office” – Solar Beam only has it office in Durban, the office with which I’ve been in contact with! So this was clearly a lie. I continually followed up with Solar Beam and at the end of May 2020 was told that a technician will be coming out to check the inverter and the batteries and provide a report to Solar Beam. Thereafter upon my follow ups, Solar Beam is not taking responsibility for anything and seems like it is blaming the subcontractors.

Clearly Solar Beam lied to me, especially in the e-mail date 12 March 2020 where Solar Beam told me the batteries will be changed once the subcontractor gets stock (the contractor had stock in the last week in March 2020). It’s clear that Solar Beam lies to customer and does not value customers and does not care. People should know what Solar Beam does to customers.