AlphaESS Reviews 

Quick, reliable service, near 100% satisfied....

Using Smile-G3-S5 Inverter with solar panels and batteries in the Netherlands. The control is very limited via app. You are not going to get what you are promised. Worst customer service. Having problems with grid export and they are giving non sense answers for more than 6 weeks without any solution. Doesn't deserve even a single star...

I have a battery that was installed Feb of last year. Since then I have had issues with it. It doesn't charge and I get a warning light. The company in the Netherlands that installed it conveniently went bankrupt so I am stuck with following up directly with AlphaESS myself at my own costs, despite the fact that I have a 10 year warranty. Please people don't get any battery from these guys. They do not respond to technical issues, for all I know I have a dangerous device in my home and it is not working properly. two months in communication with the company and no one even cares to send a technician.

I had a battery backup installed 2 or 3 years ago. My main motive was that I would have power if there was a power fail. It worked in the first power fail. but not again. the installer tells me it could never have worked as I need more storage, When I installed I was assured if I need more storage, I could extend. Now that I want to extend I am told Alphaess is no longer in business and I have to install a brand new system.

Unfortunately Alpha Ess has just updated their app and it's clear it hasn't been user tested. They have clearly let a techo loose and they have come up with a mind boogling list of statistics which are meaningless to most users.

Basic operating functions are hard to find. The information isn't refreshing. The only information on the home screen that is real time now is how much charge the battery has. The graphics screen hasn't updated since 2:00am and accessing grid charging functionality is now buried so deep in the menu you have to drill down multiple screens to access.

Hopefully whoever is responsible for this mess is held accountable.

We have had the best an most professional service from alpha can't fault them joe was very helpful would recommend them to anyone love our battery setup
Jill

I bought an alpha ess 22kw offside system 3 years ago and the hybrid inverter failed still under warranty. I battled to get hold of the responsible people after I called the guys that installed the system. They do not want to deal with Aplpha Ess as they say Alpha does not pay them full cost of replacement when the install the replacement inverters. I finally managed to contact Aplpha ESs in Australia where I had to speak to a person who either could not speak English properly or was being dishonest when answering questions. They were vague about who they use for installation. Vague about stock levels and vague about when I would receive a new inverter.. this after me telling them that it was costing me $150 a day to run the generator on the farm. They told me that they are sending the new inverter to me immediately. 5 days later I contacted them again and once again had to speak to someone that couldn't speak or understand English.... I finally dragged it out of them that they sent the inverter to their installer I. CHRISTCHURCH... I STAY IN THE NORTH OF NAW ZEALAND... I then contacted Sunshine solar to find out what was happening. They told me that they didn't know about it and they would check. A couple of days later I received an email that that inverter was on its way as high priority. Cool.... I thought great it would be here in a day or two.... WRONG. They sent the inverter up to Auckland on a normal consignment with a small logistics company that only send items to the far north when they have a full truck. So it's 2 weeks later and I still dint have an inverter. Trying to run a farm that has stock behind electric fences that need to be kept away from the bull.... So FRUSTRATING. Now I know the inverter is in Auckland and they have now suddenly marked it as high priority, GREAT! NAH, then I get an email saying I should let them know when the inverter arrives so they can arrange for installation. THEY CANNOT EVEN TRACE THEIR OWN PRODUCTS AND PLAN INSTALLATION. It is a disastrous company to work with and I will not recommend them to anyone. One would think if you spend 50k on an off grid system they would at least look after you seeing you have no backup should the system fail. Instead you get poor customer service and a bunch of amateurs.

Thank you to the lovely blonde lady in tesco who took the time to explain how solar panels work and that i could have battery storage now and add panels later, I now have paid my deposit for an Alpha ess system. Happy days.

Just got my AlphaESS SMILE G3 installed with my solar PV system.
Even with the short winter days, I can already notice the benefits.

The installer hit a small snag during setup, but the AlphaESS engineer jumped on a call straight away, was super helpful, walked us both through everything, and got it sorted in minutes.

Couldn’t be happier. Great product, great service.

The solar system with a maximum power of 15kW produces not more than 7-8 maximum. And I live on a tropical island in Thailand where there’s no lack of sun.
Customer service is horrible, they just close tickets without any message and without solving my issues

Cham from customer services has talked me through resetting my inverter. He was amazing and has successfully cured an issue that I’ve been struggling with for months.

I’m a 73 yrs old lady, he was very patient and his instructions were very clear.

I can’t praise him enough.

Thank you
Cham Alpha.

Alpha Ess is hopeless. After warranty period, you need to buy another battery. Battery only lasts just over 5 years and during that time, lots of problems. Customer service from this Chinese Company tells you to go back to installer. So you have to keep buying another battery.
Buy another brand that works better and don’t cop their non existent service.

I don't want to give one star even. very bad service. The worst ever experience ever. I have complained to SA fair trading as well. I tried to fix my battery from last 4 weeks but no one want come and resolve the issue. Big NO NO.. never buy anything from this company. poor performance, bad customer service....

System has faulted and unable to get tech support. They advise that telephone support is only available between 8 and 10 am (WST), but it is impossible to get hold of them. Always waiting in a queue which goes nowhere.

AlphaESS 10kWh System installed July 2023 by Power-Aid, who have now disappeared. All working fine. It’s good but comms with Alpha very disappointing. Big problem now is that I can’t find anyone to support me. They are all too busy with new installs to take on maintenance work.

Battery recomended for outside installation and advertised to opperate up to -10. At first cold snap of winter -5 min it stops working.

Technical support say:
when the temperature is between 1C and 5C, the charging power is reduced to 0.252kW; when the temperate is below 1C, the battery charging is stopped.

If you pretty much anywhere in Europe or outside the most southern states in US don't install outside.

We had our Alpha ESS system installed early March 2023 and it started solar generation March 10th.
We paid the full cost of the installation March 15th on the day we received the invoice.
The total out of pocket cost $13,440AUD to cover solar panels and battery.

The system was intended to have the capacity to charge our battery and surplus production would feed into the grid for which we would be paid.

July 27th I contacted Solar Link to advise that PV generation appeared well below expectation.
July 28th the installer confirmed that the PV1 string stopped working on July 16th which means the system is operating at or below 43% capacity.
August 4th AlphaESS claim there are no errors being recorded
August 7th the contract installer completed a site inspection and declared the installation was completed correctly and there are no installation problems.
Our system has been working at or below 43% capacity now for over a month and no solution.
I have asked for faulty components to be replaced under warranty - no response from the installer (Solar Link Australia) or Alpha ESS.

I am keeping this thread up to date as this progresses.
Consistently I will update with the outcome - whether it is positive or negative.
All comments in this thread are factual and I can produce email evidence of all communication.

Don't go with Alpha ESS components.
The after sales care does not exist.
There are plenty of other products out there, use one of them.
Do you homework people.
There is insufficient regulation in this industry in Australia to provide any real protection to end users.

Ref ticket No 202326

Oct 10th our inverter was replaced and the system is now working as it should. It took 86 days and to achieve this. We had to fight for our rights to get this result, and the fight well beyond just a simple request.

I have an Alpha-ESS Smile 3 Kw battery, which I purchased approx. 2 years ago and have experienced a constant problem with monitoring, despite replacing the dongle within 6 months. Stopped monitoring this morning yet again, previously stopped less than 6 weeks earlier. After sales service non-existant.

I bought an inverter + 20kw SMILE5 batteries
installed on April 14th after 1 week the batteries have entered failure mode, today July 6th they haven't replaced them yet.
Bad assistance, to stay away from it like the plague.