Aftersales Service
Not Everyone Answers the Phone Afterwards.
A solar installation takes a day. The system stays on your roof for many years to come.
Somewhere in those years, an inverter will throw an error code, a possum will chew something, a battery firmware update will change how your app looks, you will buy an electric car, or you will sell the house and need the paperwork. What happens in those moments is the real measure of a solar company.
Companies chase the sale, install the system, and then become very hard to reach. Some of them are gone entirely within a few years, which quietly takes your workmanship warranty with them. Homeowners are left ringing a manufacturer call centre, trying to describe a fault.
Solarpro is built the other way around. We install in Northern Sydney, we stay in Northern Sydney, and the person who answers your call knows your system because we put it there.
When Something Goes Wrong
You should not have to become a solar expert to get your system fixed. You should just have to make one call.
You call us. Your first point of contact is our team, not a manufacturer’s overseas support line and not an automated ticket queue that goes quiet.
We look before we drive. Most modern systems tell us what is wrong from where we are sitting. We log into your monitoring, read the fault history and often identify the problem while you are still on the phone. A genuine share of callouts turn out to be a tripped breaker, a grid voltage event on the street, or a network outage — no visit needed and nothing to pay.
When it needs hands on it, we come out. If the fault is real, we book a site visit and bring the right parts, because we already know what is on your roof and in your switchboard.
We fix it properly. Isolate, diagnose, repair or replace, retest, and show you the system working before we leave. Not a temporary reset that leaves you calling again in a fortnight.
Then we tell you what actually happened. In plain English, including whether it is likely to happen again.
We Chase the Warranty. You Do Not.
A warranty is only worth what it takes to claim it. On paper your panels, inverter and battery all carry long manufacturer warranties. In practice, claiming one means fault evidence, commissioning records, serial numbers, proof of compliant installation and a fair amount of persistence.
That is our job, not yours.
- We lodge the claim with the manufacturer
- We supply the monitoring data and commissioning records that prove the fault
- We track the replacement unit and chase it when it stalls
- We install the replacement and recommission the system
- We keep you updated while it is happening, rather than leaving you wondering
We also keep the records. Every system we install has its documentation, compliance certificates, serial numbers and commissioning data on file, which is exactly what a manufacturer asks for eight years later and exactly what most homeowners cannot find in a drawer.
And if a claim is not covered, we say so early and give you costed options rather than letting you hope.
Most Calls Are Not Faults. We Take Those Too.
Real aftersales service is not only about breakdowns. Most of what our customers ring about is changing shape around a system that is working perfectly.
“I cannot make sense of the app.” We will set it up, log you in, and explain what the numbers mean — what a good day looks like, what winter looks like, and what is worth ignoring.
“Am I on the right electricity plan?” Tariffs move. Feed-in rates move. We will look at your actual production and consumption data and tell you whether your plan still suits the system you own.
“My bill looks higher than I expected.” Often the system is fine, and something else changed. We will read the data and tell you which it is, honestly, even when the answer is that nothing is wrong.
“We are buying an EV / putting in a pool / renovating.” Your load profile is about to change. Better to plan the charger, the switchboard and any expansion before the concrete goes in.
“Can I add a battery to the system you installed?” Usually yes, and we designed it so you could.
“We are selling the house.” We will provide compliance certificates, warranty details and a performance summary for your agent and conveyancer, and we will happily brief the new owners after settlement.
“My insurer wants a report.” After storm damage or a claim, we will inspect and document what they need.
What Happens When You Call
No ticket numbers, no runaround
1. You reach a person
A local team member who can pull up your job file, your equipment list and your install date while you are talking.
2. We diagnose remotely
We check your monitoring and fault history first. Many issues are identified, and some are resolved, without anyone leaving the office.
3. We book a visit
A technician attends with the right parts and the history of your system, at a time that suits you.
4. We close the loop
You get an explanation of the cause, the fix, what it cost and what to watch for.
Still Here in Ten Years
The most important thing about a workmanship warranty is that the company offering it is still trading when you need it. Hundreds of Australian solar retailers have closed their doors since the industry took off, and every one of them left customers holding a warranty document with nobody to give it to.
We install across a defined patch of Sydney, at a rate our team can actually support, using equipment from manufacturers with a real Australian presence.
It means our technicians are local. When you ring from Pymble or Lane Cove, we service and support you locally:
North Shore: Chatswood, Willoughby, Artarmon, Lane Cove, Crows Nest, North Sydney, Mosman, Cremorne, Neutral Bay, Roseville, Lindfield, Killara, Gordon, Pymble, St Ives, Turramurra, Wahroonga, Waitara, Hornsby
Northern Sydney and the Hills: Ryde, West Ryde, Eastwood, Epping, Carlingford, Beecroft, Pennant Hills, Thornleigh, Castle Hill, Baulkham Hills
Northern Beaches: Manly, Balgowlah, Seaforth, Frenchs Forest, Dee Why, Narrabeen, Mona Vale, Avalon
Aftersales Service FAQs
What does Solarpro's aftersales service include?
Everything that happens after the installers drive away. That includes answering the phone when you call, remote diagnosis through your system monitoring, site visits when a fault needs hands on it, managing manufacturer warranty claims on your behalf, helping you read your monitoring app, advice when your circumstances change, and documentation when you sell or insure the property.
My solar system has stopped working. What should I do?
Call Solarpro before you touch anything. In many cases we can log into your system monitoring and identify the fault remotely, often while you are still on the phone. A surprising number of issues are a tripped breaker, a grid voltage event or a network outage rather than a hardware failure. If it does need someone on site, we book a visit rather than sending you to a manufacturer call centre.
Who handles the warranty claim if my inverter or battery fails?
We do. Solarpro lodges the claim with the manufacturer, supplies the fault data and commissioning records, arranges the replacement unit and installs it. You are not the one sitting on hold trying to explain an error code to an overseas support desk.
What happens if the manufacturer of my solar equipment goes out of business?
The manufacturer warranty goes with them, which is a real risk in this industry. Your remaining protection is Australian Consumer Law and your installer’s workmanship warranty. We will tell you honestly where you stand and give you costed options, including replacing a single failed component rather than the whole system where that makes sense.
I am selling my house. Can you provide documentation for the solar system?
Yes. We keep the records for every system we install, so we can supply compliance certificates, commissioning data, warranty details and a performance summary for your conveyancer, agent or the incoming owner. We are also happy to walk the new owner through the system after settlement.
How quickly does Solarpro respond to a service call?
We aim to respond to service enquiries the same business day and to diagnose remotely wherever possible. Where a site visit is needed, we book the earliest slot that suits you. Because our technicians work across Northern Sydney rather than the whole state, we are not scheduling you weeks out to fit a route.
