Review Time
Avoid,
My inverter just started to charge and discharge all day for months costing a lot.
I called the help desk and nothing was achieved. I can only think that they did a firmware upgrade and all my settings did not retain. They did another update as per my request but that made no difference. Just powered and dumped to the grid all day long. I was away for work and came back to a massive bill. Not the first time it’s done what it wants so I think the updates can drop your settings.
I set to self use and disabled export but it still exports. I then just set export limit to 30w to stop the draining of the battery.
Shocking logic, some settings just don’t respond.i have the evidence and considering a claim.
Avoid,My inverter just started to charge and discharge all day for months costing a lot.I called the help desk and nothing was achieved. I can only think that they did a firmware upgrade and all my settings did not retain. They did another update as per my request but that made no difference. Just powered and dumped to the grid all day long. I was away for work and came back to a massive bill. Not the first time it’s done what it wants so I think the updates can drop your settings. I set to self use and disabled export but it still exports. I then just set export limit to 30w to stop the draining of the battery. Shocking logic, some settings just don’t respond.i have the evidence and considering a claim.
I have been having trouble connecting to the wifi dongle. I have phoned multiple times over the last few months to be either told they are too busy and I would get a phone call, which they don't instead sending me an email on how to fix the problem, which I have tried to do but can't, they followed by an email closing the ticket! Some agents are better than others but overall they can't stay on the phone long enough to help me! Happy to take the money when purchasing the inverter which was a new (second one) last November...fitted by a technician who I can't get a hold of! It should be simple enough for someone to talk me through the connection! If anyone has any suggestions please help!
I had an issue getting a newly purchased data logger working with my existing inverter.After a few photos and details, the customer service team were able to resolve the issue within 24 hrs.For me, it was a positive experience that solved my issue,
Terrible customer service! Our inverter failed and we had an electrician come to our house and confirm it was not working. When we called Solis and they accepted the inverter was only 5 years into a 10 year warranty, the customer service member then started asking to speak to the electrician and was annoyed when I said he had left (even though we paid the electricians bill). I had to keep following up for weeks to see if our claim had been accepted, multiple emails and calls only to be told it would progress to a ‘senior team’ over and over. Finally a month later they accepted the claim and sent it out. Once the new inverter turned up, they closed our ticket yet we still hadn’t had the old inverter picked up or the electricians invoice refunded to us for the new install. I asked them to re-open the ticket which they did and then picked up the inverter. We had the new inverter installed in September and I’m still chasing them up in late December for our refund. No one calls back, no one replies to emails and now they have started to say that they don’t normally refund people for the electrician (even though it’s a warranty job and they told me to organise the replacement and will refund me). The ticket has been closed a few times since we lodged it before they have even resolved the entire job. You’d think they’ve never done a warranty claim before, it’s beyond a joke how poor their customer service. I left a poor review with them directly too and they had the audacity to write back asking me to change my review because they had worked out I was unhappy due to a ticket merge?!? Avoid at all cost!!
⸻Unfortunately, I’ve experienced very poor customer service from Solis.I’ve had an issue with my inverter while trying to set the Economy 7 charging times, and I wanted to demonstrate that I’m not wasting energy and that the batteries are fully charging. I’ve had no success getting support from the installer, so I contacted Solis directly.I was promised a call back no later than the following day. Since then, I’ve phoned again and received more apologies — but still no action.Tomorrow marks a full week since my initial call. I completely understand they are likely busy, but if you tell customers they’ll get a call back within a day, then simply don’t bother following through, it’s not acceptable.It’s a very simple request, and the lack of follow-up just isn’t good enough.
Put in my first support ticket on Monday to help resolve a third party battery issue and was pleasantly surprised how quickly the ticket was actioned. The first item, giving the battery supplier guest access to my Solis cloud account was actioned in less than an hour. The second action, updating the Solis inverter firmware, was completed within 24 hours.The Solis inverter is still running smoothly since installed in April 2023.
I waited several months for the installation of a SOLIS solar and battery system costing over $30,000, only to experience ongoing problems and significant stress since installation.It has now been almost one month since full payment, yet the system I paid for — including four batteries and a hybrid inverter — has never operated correctly. Since installation, I’ve dealt with repeated faults, inconsistent battery behaviour, inverter alarms, and an inability to reliably use the system as intended.Support has been extremely frustrating. The electrician blames the installer, the installer blames the manufacturer, and the manufacturer has sent technicians to my home who spent an entire day onsite and still could not identify or resolve the problem. At this point, it feels like responsibility is being passed around with no clear ownership or urgency.To make matters worse, the system’s configuration has cost me money, as excess solar is being exported during the day at negative feed-in rates (Amber Electric), rather than prioritising battery charging as expected.Unfortunately, the installation itself also caused property damage. During the install, someone entered my ceiling space to run wiring and damaged my ceiling, resulting in visible cracks. At the same time, my security camera wiring was disconnected, leaving my home without monitoring. I was forced to pay $100 for an electrician to restore the wiring and $1,500 for a plasterer to repair the ceiling. To date, no party has accepted responsibility or offered compensation for this damage.This entire experience has been exhausting — countless phone calls, messages, site visits, and follow-ups — all while I still do not have a properly functioning system. For a project of this size and cost, I expected far better coordination, accountability, and after-sales support.I strongly recommend that anyone considering this company ensure clear accountability, written guarantees, and escalation paths are agreed upon before committing.
I had to buy a new datalogger ‘stick’ for my inverter after changing my router and the previous stick would not reset. The new stick does not report inverter data on its local web page. Solis’s reply after many emails from ‘support’ is that they have discontinued this feature although they still advertise it as its main function and the advertisements and installation instructions describe it fully. A waste of my money and hours of my time by a company that doesn’t care about its customers.
I've had my Solis RHI-3.6 K for 3 years with no problems. Managed to "tune" it meet my needs precisely. Unfortunately the display went blank. I could see it was all working but had no idea how to change parameters. Bought a datalogger and connected to an app. Raised a "ticket" on the customer service site with Solis and within 3 hours I had my firmware updated which brought back the display and they gave my App and PC permission to control the inverter.Great Service from Mohit Raperia at Technical Support.
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Established in 2005, Ginlong (Solis) (Stock Code: 300763.SZ) stands as the world's third-largest PV inverter manufacturer. As a global provider of solar and energy storage solutions catering to residential, commercial, and utility-scale customers, we deliver value across the solar supply chain. Operating under the Solis brand, our solar inverter product line employs innovative string technology, ensuring top-tier reliability validated through rigorous international certifications.
By amalgamating a global supply chain with world-class R&D and manufacturing capabilities, Ginlong tailors Solis inverters to each regional market, with dedicated teams of local experts providing exceptional service and support. Our proven bankability has garnered support from leading financial institutions, assuring robust, long-term returns on investment. Collaborating with stakeholders, we are committed to expediting the world's journey towards a more sustainable future.See more
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