Interacting with the service has been nothing short of frustrating, filled with miscommunication and a lack of accountability. Our solar battery ceased functioning around late November 2025. From the moment we reached out, we were met with a series of evasive responses. We were repeatedly asked to perform several forced resets, none of which solved the problem. Weeks passed without any real progress. By late December 2025, after filing a formal complaint, we were finally informed that the service had reached out to the battery manufacturer and that a technician would come in the new year. This turned out to be false information. After January 5, we followed up and were told they were “waiting for a response.” When we contacted the manufacturer directly, they confirmed they had no record of any request from the service regarding a technician or the reported issue. Once again, the service claimed they were waiting. We reached out to the manufacturer, who promptly contacted the service. They then informed us that replacement parts had been approved, and the service simply needed to arrange for a technician. When we communicated this back, the response was once again evasive — they now needed to consult their technical team. We are at our breaking point. We are attempting to sell our house, and having a non-working solar battery is causing significant stress. The lack of responsibility, honesty, and urgency from the service has been wholly unacceptable. The so-called “formal complaint” process resulted in a misleading last-minute email before the holidays. If you value accountability and customer service, consider this carefully before engaging with the service.
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Smart Energy was founded on a commitment to provide Australians quality energy solutions and exceptional customer care. We’re focused on empowering Australian households with reliable, sustainable energy solutions that deliver lasting impact for both customers and the planet.
