Perhaps someone here has a contact that can help solve my frustration with sunsynk. 

I sent a sunsynk 5kw inverter for repair. It arrived in their offices in JHB on the 3rd jan when they opened after the holidays as told to me per a conversation with Chantelle one of their agents. The only way I know it's been delivered is because of the courier. 

It's now been 6 days and despite 10 whatsapp messages, multiple emails and at least 20 attempts at phoning I can get absolutely no response. I cannot get an acknowledgement of receipt, a job number or any contact in any way shape or form.

The best I have gotten is their UK based call centre who actually answer the phone but can give me no information either other than it's been recieved. 

Absolute disappointment. I'll certainly not be recommending sunsynk to anyone. You've got about the same level of support you'd get as a as a no-name brand of aliexpress. 

 

Unfortunately it may end up being upto 6 weeks. 

 

1 hour ago, abd7 said:

Unfortunately it may end up being upto 6 weeks. 

 

I can understand a wait, what I cannot understand is the complete inability to even respond to a customer request for information or even acknowledgement they the unit has been recieved. 

 

@Keith Gough

This is really terrible service. In another posting on this forum you committed to 2 weeks in March last year or full replacement. Does that promise still stand? 

I have sent Kieth an alert to draw his attention to the forum. Hope this helps.

Sincerely

Jason

Yeah, as per the other thread. Inverter has been with Sunsynk since 5 Dec 2023. Excl holidays, it's already 3 weeks. Can't see it being ready this coming week either. Sunsynk support seems completely broken. All aspects of it. Support is broken. App/data is still broken. Seems they might have some serious internal issues tbh.

Looks like Keith is in SA with Herholdts now in Jan. I think first on the agenda must be the repair/ support centre. They look a shambles at the moment. 

 

10 hours ago, Steve87 said:

Looks like Keith is in SA with Herholdts now in Jan. I think first on the agenda must be the repair/ support centre. They look a shambles at the moment. 

 

Somebody should go to the roadshow event and pose the questions raised here.

So an update. After sending them a screen shot of the CEO posting here where he said he'd replace the inverter if not resolved in 2 weeks I was told the very next day my inverter was ready for collection. Sigh. Still no job number however, nor any information as to what was repaired... but at least it is back and working

58 minutes ago, brussel said:

So an update. After sending them a screen shot of the CEO posting here where he said he'd replace the inverter if not resolved in 2 weeks I was told the very next day my inverter was ready for collection. Sigh. Still no job number however, nor any information as to what was repaired... but at least it is back and working

Please share this screenshot, it may come in handy am sure, given this sad state of affairs.

Yeah, the Sunsynk support is not great in my experience and I've given up trying to use their regular support channels. Their support via the app or when raising a ticket, in all my interactions have been abysmal. There is very limited technical competence available through these channels. Tickets get closed without resolution or feedback, or the technical support received does not appear to understand the question/information presented or provide any useful solutions.