Solar Flare
For once, the sun will set on Empire.
You may recall my enthusiastic bid to switch Empire House to solar power.
Alas, this initiative has failed, but not without imparting valuable lessons.
Perhaps you’ll make a better fist of it than I.
Price Crash
As a long-time fan of Origin Energy’s green credentials, I jumped at their offer to buy $5000* solar panels via a 24-month payment plan.
I signed the contract, only to see a week later that the price had fallen to $4500.
Heart in mouth, I emailed my contact, asking if the lower rate could apply to me.
To my amazement, it did!
My joy at getting $500 of my $1000 deposit back was only partly sullied by the fact that Origin hadn’t told me about this impending sale when I bought.
But I figured business was business, and happily took the win.
A fortnight later, the price dropped to $4000.
Pushing the Friendship
I got back to my contact and promised to add him to my Christmas card list if he could wangle a second refund.
After a few weeks, I got another $500 back.
This was enough for me to eulogise Origin on Twitter.
Never had I known a company (let alone a utility) to bend the rules and give money back.
My elation, however, was tempered the following month, when the price dropped to $3000.
This time, I promised my long-suffering contact to name my firstborn after him (a safe bet, for those who know me).
But before he could grant my third and final wish, fate intervened.
Site Visit
Two days before the panels were due to be installed, a technician finally came to suss out my home.
I was relieved at this, having nursed a sense of unease from the outset that ten grand of kit could be plonked on my roof sight unseen.
The news wasn’t good.
Seemed the lass who viewed my roof via Google Earth thought I had more sloping roof than I did.
The technician wasn’t pleased. Me neither. And as he started describing possible ‘workarounds’ my hideous renovation memories resurfaced.
Back on the ground, I got another surprise.
Part of the system involved placing a large voltage inverter (or something) on the front of my home.
I never saw this on the brochure. And while the unit would cause no problem to a normal dwelling, my frangible, 120-year-old, 4-metre-wide doll’s house was a different cup of whitebait.
The combined effect of these shocks, coupled with my inability to survive another negative tradie experience, made me (very sadly) pull the pin on the project.
Exit Wound
Origin were apologetic and understanding. Though, due to high demand, it took them many weeks to refund the four payments I’d already made.
I’m terribly sorry I can’t do solar. But I hope the busyness of Origin (and their falling prices) mean people are taking up this beaut offer at a great rate of watts.
I’m now seeing ads from other installers offering the same system for just $2700.
If more people see the light, economies of scale will reduce prices even further.
As a cost-benefit exercise for home owners, business people and Earth lovers, solar power is a no-brainer.
However, if your wings contain wax, don’t get too high.
I’d love to know what you think of all this.
Please add your comment for a place in the sun.
*All prices rounded to the nearest $100 for readability.
Paul Hassing, Founder & Senior Writer, The Feisty Empire
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What a cock up! This is an example of poor planning and execution so what is, or should I say was, a strong marketing opportunity for the business has now turned into a big fat negative.
The wastage and cost to Origin of the time on the phone, making refunds, site visits and other costs is immense not to mention annihilating the good will of proactive customer.
Did they want to put insulation in your roof as well?
Hi, Malcolm. I was pretty devastated, but not angry (for once!).
Yes, it could have been handled better, but I see this problem as a result of Origin being ahead of the curve (e.g. their innovative payment plan and use of Google Earth).
It was indeed a great waste of time and effort, but if Origin can learn from this and adjust their systems, they’ll enjoy a big advantage over their competitors.
Fortunately, I escaped the insulation debacle.
Nice to hear from you, Mate!
Just so everyone knows I have no hard feelings, here’s the email I sent to Origin this morning:
‘Dear X*,
’
I got my refund, thanks very much!
FYI, I’ve just written a blog post about this experience:
http://mybrc.myobnet.com/2010/08/10/solar-flare/
Don’t worry; I make it clear that the problem was with my home.
I remain a big fan of Origin and hope my endorsement sends more business your way.
If you leave a comment or two on this post, you can link to your site for more visitor traffic.
Best regards to you, Y and Z.
P.
* Names suppressed, in case they’re sensitive.
Making the move to green energy is infinitely more important than my piddling domestic drama.
My chief aim in this post is to raise awareness and make it easier for people to switch.
Hi Paul,
Thanks for sharing your experiences and sorry to hear you can’t go solar. We’ve held off from taking up any of the available offers because it’s all too vague, the ads and even proposals don’t have any detail, and the prices vary too widely between providers and over time. If costs are that flexible, it just can’t be right. I’m so afraid it’s another one of those roof insulation schemes in the making, with providers just wanting to sign up as many people as possible as quickly as possible. I’ll continue to adopt a wait and see approach until it’s all 100% clear and the pricing is stable. Thanks again for sharing.
Thanks, Micky. It’s tricky alright.
In the great bell curve of major change, early adopters sometimes cop a clapper in the back of the nut.
But I’ve no doubt it’ll all sort itself out in the end.
Ideally before ours!
It was utterly tragic that something as simple, inert and ‘good’ as insulation was perverted into a complex nightmare.
For the record, I’m not a mindless Origin fanboy. I formed my views with the help of this independent site: http://www.greenelectricitywatch.org.au/
If you click VIC, you’ll see Origin holds the top three spots. So, even though solar may be a hard nettle to grasp, doing so with a crowd like this seems an excellent risk minimisation strategy.
Always nice to hear from you!
Nicely said, as ever, Paul. Pity you couldn’t see the light. But solar flair indeed.
Thank you, Adam. I’d have said it even nicer if you were still editing my posts!
Still trying to raise that $200K counter offer. Bear with me …
G’Day Paul,
Sorry that your efforts were terminated so brutally and abruptly.”The best laid plans….” and all that.
I think that the message for we marketers is that we are the Origin Energy in this story. In particular it raises the issue of increased potential for problems the further the end user is from the primary provider. For instance, affiliate marketing comes to mind.
It seems that Origin did their best. The “middlemen” seemed to be the source of the problem.
Well…that’s enough heresy for one day.
Make sure you have fun.
Regards
Leon
That is a fantastic point, Leon.
I never have any trouble with the fish and chip shop on our corner. We deal direct.
Many thanks for your valuable thoughts.
Sorry it did not pan out as expected Paul. Leon makes a really good point and the importance of making sure all partners are on the same page. To me this is the responsibility of the main contact which was Origin.
Thank you, Susan; I must agree with you and Leon.
Looks like there may have been a lemon in the food chain.
I really hope we live and they learn!
Paul – you have found the achilles heel of the solar power industry. It would appear from what I’ve seen – as long as you live on the old 1/4 acre block, have plenty of room for collectors (or whatever they call them) have the right pitched roof AND on gas hot water, you don’t have a problem.
But being in high-densisty, there is a problem with component placement on the roof and the ground, (as you’ve found out), with the added problem that if the neighbours build out your light – you have nothing, not even the RESCODE can help you out.
But if in my case – you have electric hot water, NO-ONE (we looked for 2years) can assist (or advise) what the ramifications might be for off-peak V peak usage etc.
NO-ONE and we tried everywhere.
But then you could also end up like a family member, who bit the bullet, got the unit, the unit appears to be working, but NO electricity bill has been received in over 18months.
Thankfully there is legistation in place to protect said home owner from backing bill to a maximum of 9 months *wipes brow*
That’s why we haven’t commited.
Paul – good luck in your hunt – I think the technology is good in theory – but may not work for all, I just hope that those that can;t get it to work for them, aren’t punished.
Thank you, Heather, for your generous comment. I know you’re flat out these days.
It’s great to get your perspective on this vital issue. Fingers crossed the relevant parties can get this sorted out!
Best regards and thanks again! P.
Hi Paul,
We’ve got solar panels on our HQ in Burwood East. Along with sensor lighting. You would love it!
I think it’s fabulous that businesses want to go as green as they can. Go you!! Unfortunately sometimes there are some hiccups that come up along the way – but with new technology, you never know what the case might be next year. That voltage inverter might have advanced and be the size of a matchbox! (well maybe not quite, but you get my drift)
Naomi
Thanks, Naomi. It’s great to have your input. I was most impressed at the piccie I saw today of your HQ with all the solar panels on it.
A CEO I once worked for (very very rich man) told me that its always better to take the customers money first and then have to worry about giving it back.
To be taking orders and having the price drop to nearly half in a few weeks/months. I am sure they are giving refunds left right and centre.
Hi, Arthur. I was wondering whether I was alone in my refunds or not. And I wonder if others who paid $5K are now ruing their early adoption.
Still, at the time, I felt it was WORTH $5K to take a stand on the solar front.
And if the units had’ve got up without incident, they’d be paid off in two years and I’d be flogging electricity back to the government.
Oh well. In my next home FOR SURE. Thanks for dropping by!