Lack of communication when something goes wrong
I bought my system around 2 years ago. Everything has been fine and the system worked well until recently.
Suddenly the system stoped working correctly 27 days ago so I raised a ticket with ese solar. They contacted me within a week and said they would get an engineer to come out and the pre booking team would be in touch. That was 3 weeks ago and I still have not been contacted by the pre booking team at all! This is despite sending numerous emails. When trying to ring I was informed that I needed to raise a ticket and that is the only way to contact them.
I am very disappointed with the maintenance service provided and extremely disappointed in the lack of communication.
Before this incident I would have recommended ese solar but after this I don't think I would any more.
ESE Solar からの回答
Hi Joseph,
Thank you for taking the time to share your feedback, and we’re genuinely sorry to hear about your recent experience.
We’re pleased to hear that your system has been performing well over the past two years, but we completely understand how frustrating it must be to experience an issue and then feel a lack of communication while trying to get it resolved. That’s certainly not the level of service we aim to provide.
Following your report, our team did raise the request for an engineer visit, and we regret that there has been a delay in our pre-booking team reaching out to you. At times of high demand, there can unfortunately be some delays in scheduling, but we recognise that this should have been communicated to you more clearly and proactively.
We can also confirm that a technical agent is now actively assisting with your case and working to move this forward as quickly as possible.
We truly value your support over the past two years and are sorry that this experience has impacted your view of us. We hope to have the opportunity to restore your confidence in our service.
Many Thanks
Samantha
ESE Team