Smart shop

Thank you for your great customer service. Your patience and assistance in troubleshooting my system was outstanding and very much appreciated. I look forward to doing business with you in the future.Thank you

Thank you for your time this morning. It is not often I write to thank someone or business for their willingness to assist without the need to say “I will call to see you BUT there will be a $XX call out fee first”. And in this case I am writing this testimonial without request.In your case you have done the opposite. You have guided me through a problem solving list then step by step you have explained the procedure to me. Following this I have managed to resolve the problem and all is fixed but only costing my time and a little patience.Your process of elimination and then a step by step to fix was invaluable. I know you did say that failing this I would have to call you but then again if it had failed I would have been only too willing to call you.The problem at the end of this was that one of the wires had come loose behind the inlet pipe but also the holder was quite difficult to take off but then again patience won out (one of your great suggestions). Having redone both wires I tested before putting it all back together and then a further test when all in place and now works a treat.I wonder if more people were like you we would have a better world. Who Knows???May I say keep up the excellent work and may I wish both of you and your company all the very best for the future.Yours sincerely,John and Wendy

I just wish to thank management and the whole staff for the promptness of service , information and knowledge of their products in reviewing and installing my new security system for my home. They were efficient and excellent in answering all my questions and giving me their time to ensure I was happy form start to finish. I could not of asked for better value for money and service .Thanks very much.

Lovely people and prompt with fixing broken parts, however, be aware that the parts they sell with the vacuum system are very poor quality and break continually, yes, they will replace them but never admit to it being the quality of their goods, rather blame the customer for using them incorrectly..... I have returned broken parts at least 5 times !

Hi Ann-Marie,I just wanted to thank you again for your help yesterday.The service you provided to us was exceptional. Your compassion to our situation and the speed that our problem was dealt with was second to none.Richard and I won't hesitate in recommending you to everyone.

We have dealt with this company since we purchased our home in 2015. They are one of the friendliest companies I have ever dealt with! A husband and wife run company who will always go the extra mile. When we first called Solarvac to update our video intercom when we purchased our home, Ann-Marie remembered what systems were installed on the property with just giving her the address (the house was built 10 years earlier!)! The change over of the intercom was quick and easy and the staff were professional, friendly and tidy. Over the years we have dealt with them for our ducted vacuum parts, alarm service and intercom service. I can 100% recommend this company.

I just want to write and say your customer service this last week was outstanding. Your assistance in troubleshooting my system was over and above normal customer service expectations and very much appreciated. I shall for sure be back in to see you when I need to upgrade my intercom/door security system.Thanks !!

Fantastic service, I used SolarVac back in 2012 for my new home. Fixed my ducted vac within 24 hours and went out of their way to get parts for old equipment that wasn’t made any more. Excellent advice and would highly recommend.

Great Service. Very Friendly staff and very responsive to any questions.They had excellent knowledge of the system, even though it is 15 years old and fixed the problem quickly and efficiently. Great after sales service too. Highly recommend them!!!

Terrible customer service- Want to preface this by saying that this started with us getting the date of our repair wrong. When we missed the call on the day their technician arrived, we phoned the technician back immediately, however nobody answered. Since then, we placed 3-4 separate phone calls to their technicians mobile number and not once did he phone us back.Though we do agree that it was our fault that we missed this initial appointment, a little understanding that mistakes do happen would be appreciated. Receiving an email from them capitalising with “NO REPLY TO DATE!” and making untrue and misinformed comments like “We will be charging for the callout on Tuesday as well as any future appointments, THAT IS IF ANYONE CALLS BACK” is very rude and most unappreciated. We don’t make a habit of missing appointments, however after a stressful weekend facing an upsetting personal issue, we simply forgot the date. Something we tried to rectify by calling to confirm, however couldn't get through.Additionally, we actually phoned on the weekend before the apt to double check the time, and nobody answered. When I emailed you back after your horrible email you informed me you “will certainly discuss this with my boss and we will then invoice accordingly.” And then without even another email to us to tell us how that discussion went, you invoice us for the call out fee.To top it all off, when they came yesterday to ‘fix’ the ducted vacuum head, the part that they used doesn’t even fit properly and falls out. So we have had to tape it up using electrical tape.Seriously one of the worst customer service experiences I have ever had. Avoid at all costs.RESPONSE TO OWNERS RESPONSEFirstly, you email and message us at 7.55 am on a Friday when you know we both work full time to tell us that you would be around in 15 minutes to discuss these issues with us/ fix the still broken vacuum piece- giving us 15mins notice is not an acceptable amount of time, especially given that we were both at work by then.I appreciate the apology for the ‘inappropriate’ email and am glad to hear that training was issued to the staff member in question. Although, suspect given the nature of the email she sent us, I doubt that will help.I have seen the email you have since sent promising the refund to the call out fee we were charged and acknowledge that I haven’t responded. To be honest, we don’t even care about the refund anymore, we just don’t want to deal with your company again. The part is not fixed, blaming it on ‘inexperience’ is ridiculous, given that all it is, is just slotting two things together and then a twist should lock it. The handle still just falls off.Stand by my original statement being that this company should be avoided at all costs.