Edwards Solar Water Heating (SolarTech): A lesson in Customer Service

On 25th of November 2005 we were offered a number of options for Edwards solar water heating by Enertech an installer for Edwards. We chose LX180-180L stainless steal cylinder,double jacked cylinder-glycol in panel ( titanium bronze) @ $152 a month interest free for 36 months,excluded building consent $170.00 & timer $150.00 ( timer essential and know fitted ) this price to include plumbing installation, and electrical connection.Next followed an unbelievable long wait for the building consent by the A.C.C. Finally on the 30/03/06 installation was completed The warranty card states What to do if you suspect any problem with your Solar Water heater?your first point of contact is the above installer(Enertech Systems Ltd) if you are not satisfied the installer is dealing with the situation contact us (SolarTech) directly.
After about a year I was contacted by the E.E.C.A. who wanted an independent engineer to audit the installation and report to both my self and the installers, this I agreed to. eventually I received a letter from the E.E.C.A on 28th Jan 2008.with the audit findings :- 'essential Actions, Collector needs to be adequately attached to the roof (through purlins or rafters) note my council L.I.M. report states I'm in a high wind area.
important action, outside insulation needs to be protected with weather resistant membrane(ie paint,pvc tape, denso etc. priority important.
installation of TPR drain pipe.... recommended
protect insulation outside with a weather resistant enclosure...important
recommend tree shading in winter be trimmed...note By some strange coincidence on the 16th February I received a curt letter with a demand for a further payment of $520.80 said to have been overlooked.
Eventually In approximately May2008 I contacted SolarTech expressing my concern that these defects had not been rectified. They promised to bring the matter to Enertech's attention. About a fortnight later I again contacted SolarTech expressing my concern. They promised to have some one from Enertech contact me.
This didn't happen so I E-mailed Edwards in Australia asking if anyone had any concern about customers problems. eventually I was rung by SolarTech who mentioned outstanding monies along with promising to have someone from Enertech contact me.
Eventually someone rung to discuss the outstanding monies, at this time I asked for a detailed, itemized costing breakdown for the entire installation showing where the $520.80 fitted into the costing. I was told they were unable to do this but it was all on the computer?? I had only payed $4951.20 and that the $520.80 was the unpaid deposit. normally we don't proceed with an installation until the deposit is payed it must have been overlooked in your case.
I then pointed out I had a signed agreement with a finance company for $5472.00 and he agreed that this was the total installation cost.
I agreed to provide copies of all my documentation 15 pages which I have done but of course I am still waiting for some customer service.
This experience has put me off solar water heating and I believe I will be dead and buried before the system has payed for its self.
(Name supplied)
_______________________________
Gary Moller comments:
The owners of the companies mentioned in the letter above are invited to respond with their side of the story.

The Edwards solar water heating panels shown in this article are typical of what is seen after just two years in situ. There is no evidence that I know of that gives any confidence that panels of today are any better than those of one or two years ago.

This is one of several cases around the country that have come to my attention. These cases can only be described as poor service by the sellers of Edwards solar water heating systems. I will publish more examples later when I have time. I am not aware of any having had any success with resolving installaton and warranty issues despite years (Not months) of trying.

The same can be said of Solahart. Of the dozens of installations with warranty issues (refer to the many examples on this website). I am aware of only one installation in which parts were replaced. As far as I know everybody else is either still trying or have given up. Sola60 was better at resolving warranty issues.

The greatest disappointment about this ongoing situation is the inaction by the Consumers Institute, the Green Party and EECA to go into bat for these consumers and countless thousands of others who have faulty and underperforming solar water heating systems. Is it because they are all party to the $15 million promotional campaign to get consumers to put these dodgy machines on their rooftops? Do they really want you to know the truth? Please refer to the other articles on rustypanels.co.nz about these organisations and come to your own conclusions.

Come on Greens, EECA, Consumers Institute: Write in and give your take - I want to be fair to you. Representatives of the Sloar Water Heating are always welcome to state their response. That few ever have is a disappointment.