I hardly know where to start; it's such a bad company
I hardly know where to start. I've had two batteries and inverters installed for a little more that three years and I've had a few issues here and there but as I was able to get support these were resolved eventually. However, several months ago my system went hay-wire. Charging at peak rather than off peak, discharging to the grid for free and generally becoming a great source of frustration. After literally dozens of calls to Givenergy and advice from my installer who believes that the most recent problems relating to connectivity are a result of the Company being hacked and them having to change their software I again rang Givenergy support. Most denied any issues and tried to say it was wifi issue, that had never before been an issue but eventually one did Admit what had gone on and that I wouldn't get resolution until I paid for the installation of an EMS unit. I made an official complaint in July this year both on their complaint portal and personally by email and telephone. Despite the fact that this complaint has been acknowledged on the phone, no one has responded or even attempted to resolve the issues.
I have asked Givenergy to be open and honest about what effect the data hack has affected our systems and I requested transcripts of my conversations with the call centre help personnel as these proved the above. These requests have not been answered, even to this day.
The promise that the EMS system being fitted would resolve my issues too was false. More than two weeks ago I contacted Givenergy and told them that my battery and inverter system was again not working and they gave me a 72 hour ticket, which is their way of buying three days grace. Four days later and having heard nothing I again contacted Givenergy and their new front of house system (this puts you through to a call handler, rather than a technician) told me that there were significant issues and that there was no guarantee of when I could be dealt with.
In view of this and because the system is not fit for purpose I contacted my Givenergy Authorised Re-Seller and informed them that for the reasons given above I shall be holding them responsible and would be making a claim under Section 75. The re-seller was understandably shocked at this and was able to contact a senior person in Givenergy immediately, not like we the public can do. Amraan from Givenergy then immediately emailed me offering to assist and asking if the system was flashing blue. I advised that because no one had contacted me for two weeks and the system was acting erratically I had switched it off but would switch it back on if they promised to perform a long lasting repair to my system, reply fully and honestly to my three month old complaint and forward the data protection items that I had mentioned. I then switched my system back on and informed Armaan that I had done so and asked him to confirm if he was going to help. That was last Friday and I'm still waiting.
I genuinely believe that they know something that they are keeping from us the public and from the installers, given the huge number of complaints from those in these pages. I am in the process of considering my legal options and would suggest that a large class action case should be considered. sorry this is long winded but they get you that way.
Update. Trust Pilot have reached out to me to provide details to pass onto Givenergy, which I've just supplied, it will be very interesting if the Company actually responds to this review below like they do in so many other cases and tries to resolve this issue or whether they ignore this as well as they have my complaint.
Reply from GivEnergy