Submitted
by WL C on 02/18/2024
1 Star Testimonial by WL C
Poor customer service.
I have had an issue with my solar installation which the installers were not able to resolve. They escalated it to Fronius and got a case number but I have not heard from Fronius, not so much as an acknowledgement that it is being looked at and to expect a response/update by a certain date.
Forget trying to call them for an update because no one picks up the phone and a recorded message keeps repeating the same message, to troubleshoot it with some tutorials or raise it with the installer, who themselves have trouble getting an update from Fronius.
A huge thank you to Dronika In Technical Support who was so very helpful in resolving an issue that was caused by Amazing Solar not doing the right thing so thank you very much again - it is a load off my mind to know that you’ve resolved this issue thank you.
Submitted by John Potts on 07/30/2024
Installed a Solar PV System with BYD battery and want to get customised charging plan to match with my lower overnight rates. Spoke to Sriv from the technical team and really helpful in setting this up. There are couple of more tweaks we will work though, but experience was fantastic. Might go with Watt pilot charger for my EV as well.
Submitted by Isuru Wickramasinghe on 07/17/2024
Good to have someone call me and talk me through how to set up a new wifi network and password. Got instructions for future a You Tube - would have preferred a words version - easier to follow and retain for future. The consultant was a little hard to understand but we got there in the end. Thanks
Submitted by Ellen Ferris on 07/16/2024
Recently, I encountered an issue with my Fronius inverter after replacing my internet modem. The inverter lost connection, rendering me unable to access solar monitoring data. Seeking assistance, I reached out to Fronius, and their response time was commendable. Within a few hours, I received clear instructions on troubleshooting the issue.
The tech support representative Shatjit Yadav patiently guided me through the steps to check my inverter’s internet connection. He explained that the “offline” status could result from faulty or interrupted internet connectivity. Additionally, I was advised to review my firewall configuration, which turned out to be the actual problem. Once the firewall was properly configured, the connection was restored, and data began streaming to the monitoring software.
I am grateful for Shatjit Yadav (Fronius tech) support’s timely intervention during this network configuration hiccup.
Submitted by Chris Whitefield on 04/05/2024
I did thorough research online and went with Fronius GEN24(BR) Primo 5.0 inverter and one of the recommended solar installers by Solar Quotes. My solar system got install in July 2023. The inverter ran for less than a week then it stopped working totally. I reported to the installer immediately, Essential solar couldn't find the problem; then reported it to Fronius; Fronius Australia couldn't find the problem; then reported to Fronius International. The whole "kicking the ball" process took them 2 whole weeks 14 days! During this period, none of the companies bother send their technician to come to my house to give an actual diagnoses for the problem. After two week, they eventually showed up with an electrician and find a tiny issue that could be solved immediate onsite!
7 months on, here comes my 2nd bad experience - again the Fronius GEN24 inverter stopped working at Tuesday 13th Feb. at 15:31 immediately after the catastrophic weather conditions in Melbourne. I live only 9km from city so we didn't experience power outrage or anything too serious in the whole area. I reported it to Essential Solar on Wednesday morning 14th. The whole "kicking the ball" process starts again! The technical from Essential Solar can not diagnose the issue remotely, it was then passed to Fronius Australia, and now I was told it has been escalated to Fronius International. I am still waiting... no one has come to my house to even have a look, all done remotely! I have been paying my electricity bill since the inverter broke down, and we have experience few hot days and today will be another 38C but I can't use my solar energy!
I won't recommend Fronius to anyone as their service is the worst! Don't expect to get problem solved quickly as their technicians are not capable to doing so quickly.
Submitted by Sarah Chen on 02/21/2024
Working with Ahmed is such a pleasant!
We’ve got our solar system installed by Arise Solar which is our big mistake. They didn’t do their job properly and left when the inverter setup was incompleted. They lied to us when saying all done. The system then of course didn’t work. We have been waiting, chasing and waiting Arise Solar to fix it up but they couldn’t. After 10 days, nothing changed. We ended up with deciding to contact Fronius directly seeking for help.
Ahmed was extraordinarily helpful. He patiently listened to me and immediately identified the issue. His response was clear and efficient. He carefully sent me instructions to allow him remotely access. Issue was resolved quickly and professionally after that.
We are glad that we chose to purchase Fronius inverter as we believe we will work with a great team in the future.
Thank you Ahmed and all the best.
Submitted by Han Lee on 01/25/2024
