ALERT Solar energy problem !!!!

Julie from St Heliers

We have solar heated hot water. Trying to save the planet.

More correctly - had solar hot water - installed by Mercury Energy. We now have no hot water.

The system stopped heating the cylinder the night before yesterday and hot water ran out yesterday morning. At three pm yesterday I started phoning to find someone to fix it.

I phoned two local electricians. After taking about two hours to call back, they said they don't fix solar. Don't know anything about it. The problem is that we have a solar power system linked to our hot water cylinder. Mercury Power installed it about a year ago. They said call Mercury.

So I called Mercury, who asked me who installed the system. I said you did. They said no, we used a subcontractor, who was that? I said we do not know because we thought you installed it, because we paid you. They said, sorry, but we don't know who installed it. Never mind, we will put you in touch with our technical people, they might be able to help.

Opps, it was now after 4.30 pm and they had all gone home. No after hours service.

So I called Mercury again. They said oh dear. We will put you through to Vector. They will be able to help.

Vector said... no we don't help. We don't do Solar. But Mercury said you did, I pleaded. So they checked with the supervisor. Oh, yes, Vector DO have a Solar technical team. Its another number. But they have gone home. They will ring you, I was told. we waited.... Of course... no call.

Today is a new day. At 9am I started again. I called Mecrury 0800101810. The nice lady told me they don't fix solar. But she would put me through to Vector Solar. 0800707030. I said I would call it.

So I called that number and an automated voice said "we can help" - but the extension puts you through to a voice message that cheerfully says " Leave your number - we will ring you back".

Hmmm. They didn't ring us back last night, so I was a bit cross. My message was not friendly, icily compliant, I might say. I blew it.

Now I think I need to resort to cunning. I called the Vector sales inquiry number and left my number. Ah ha! A human called back just about straight away. She was very nice. She said the Technical Team probably checked our address from the number I left and realised we are not their customer.

But Mercury told us to call them... I pleaded. I am becoming confused. desperate. She took pity. She said someone from the Vector technical team will call me. But not for a few hours. Because they need to have a few conversations. It is 09.34 am.

HELP. HELP. Any suggestions???

A glimmer of hope. Someone at Vector called a local electrician. They called us. The person I spoke with provided great customer liaison service. Really nice. We are waiting. Fingers crossed.

Progress. After more phone calls clarity is emerging. No service, and no hot water, but a more clarity about the situation.

The local electrical company called. Very well informed and professional person. They cannot help, he said and explained why. He asked not to be named. I will respect that.

Then Vector's Client Resolutions Service called. They were helpful. If this was a Network problem, Vector should be involved. But it is apparently not, so they are not.

We don't know for sure, because no-one qualified has been here, but 'reading the runes' (a small electronic message on the Solar Heating panel that repeatedly flashes the message "Fan Failure - Hot water not heating') suggests this is the case. Vector advised going back to Mercury.

Now Mercury has called. This is wonderful. A Mercury technician will be calling me back.... I hope he will call me back.

The thought of a whole Labour Weekend with no hot water looms.Worse, the thought of another lock down with no hot water threatens.

Our system was installed in 2019. We are likely to still be within warranty.

Thank you for your very encouraging messages Neighbourly readers.

We wait.

It is now almost two hours since Mercury told me someone would ring back. We are running out of day.

Perhaps I should call.

Ah ha, dear Neighbourly readers. A Mercury Technician called and he is on his way.

When we have hot water I shall let you know.

Post Script: I am pleased to report that we again have hot water.

Some might say hot water is not an essential prerequisite for civilized life, although from Roman times a domestic supply of hot water has been valued, it does help!

Senior people at Mercury took the time to speak with me, and I wish to acknowledge and thank them. Also the technician who came promptly, once the correct notification occurred.

Running a large and complex organisation such as Mercury is a challenge and those in leadership roles take on huge responsibility. That fact you took the time to reply to a single bemused and distressed customer is a credit to you and your company. Thank you.