Picture this: You have settled into your forever home and are enjoying financial stability. You are acutely aware of the hype surrounding solar and are convinced that it’s a worthwhile investment. Unlike consumer electronics that you upgrade every few years, solar systems are a one-shot deal. Committing a huge chunk of your savings to a product that is supposed to endure for the next 25–30 years is no trivial matter, so you need to be a savvy customer from the get-go.

Over-the-phone transactions might be quick and convenient. Phone salespeople can hypnotise you with the illusion of a good deal or employ high-pressure tactics—and the ease of saying “yes” over the phone can be tempting, especially if you’re busy, vulnerable, or unequipped with the necessary knowledge to distinguish an ethical solar business from a shady one.

Here’s more on why you should resist the temptation to make snap decisions about what is possibly the most valuable asset you will own in your lifetime.

Site Inspection is Not Optional

Every solar installation is different because every home has its own infrastructural pros and cons. How can a remote salesperson take you from ‘Hello’ to ‘Done Deal’ without knowing what your home is like?

Phone sales can’t assess your roof’s suitability for solar panels. A technician needs to visit to check factors like roof size, angle, shading, and switchboard capacity—all crucial for optimal performance and system design.

Solar power systems are complex and require careful planning to ensure they meet your energy needs efficiently and effectively. This is why a site inspection is non-negotiable.

Understanding Your Home’s Solar Potential

• Roof Inspection : The condition, material, size, and angle of your roof dictate the type of solar panels you need and how they should be arranged. For example, a roof with multiple angles or obstructions like chimneys and vents may require a customised panel layout to maximise sun exposure.
• Shading Analysis : Solar panels need direct sunlight to operate at their peak. A professional will evaluate the shading on your roof throughout the day and across different seasons to predict impacts. Nearby trees, taller buildings, or other structures can affect your system’s performance.
• Structural Integrity : Your roof must be able to support the weight of solar panels. Technicians will assess if structural reinforcements are needed because a compliant solar installation will never compromise the safety of the residents.
• Electrical Infrastructure : An inspection of your current electrical system, including the switchboard, is used to determine if it can handle the added load from solar panels. Local solar installation crews will know the postcode’s regulatory and compliance requirements like the back of their hands.

Tailored Solar Solutions

A site visit allows solar specialists to design a system that perfectly corresponds to the needs of your home. Customisation positively affects the efficiency and output of your solar panels. Consequently, you reap better energy savings and accelerate the return on your investment. During the visit, technicians gather data that helps in:

• System Sizing : Determining the most effective size of your solar system based on your typical energy usage and the physical constraints of your property. No standard-issue products.
• Orientation and Tilt : Deciding the best orientation and tilt for the panels to maximise solar gain and energy production throughout the year.

The Risk of Skipping a Site Inspection

Opting out of a site inspection might seem like a shortcut or a way to speed up the process, but it compromises the effectiveness of your solar investment. Without a professional evaluation:

• You risk installing a system that is not right for your home’s layout and environmental conditions. Consequences? Lower energy production and inadequate returns on investment.
• There could be unforeseen installation challenges or technical issues that could increase the cost or lead to system underperformance.
• Compliance issues might arise if the system does not meet local building codes or utility requirements. You might have to pay fines or pay through your nose for mandatory system modifications.

Your Buying Journey Should be Unrushed

A solar system is a major expense, similar in scale to buying a car or renovating your home. When navigating a big financial decision, you need careful consideration, detailed information, and a personalised journey—elements that quick, over-the-phone transactions shun.

To understand the pitfalls of uninformed snap decisions, let’s compare the purchase process of a refrigerator or a high-end phone to that of a solar power system.

The Shopping Experience: Phones and Refrigerators

When buying a phone or refrigerator, the parameters are relatively straightforward. Key considerations might include:

• Brand Preference : Often influenced by past experiences or marketing.
• Features and Specifications : Easily comparable and understood, such as storage capacity in phones or energy efficiency ratings in refrigerators.
• Budget : Clear options available at various price points.
• Immediate Need : Replacement urgency can influence the speed of the purchase.

These items, while important, typically involve a lower financial outlay compared to solar systems and do not require customisation based on your home’s characteristics. The decision-making process is often quick, and the consequences of a less-than-perfect choice are manageable.

The Solar System Buying Journey

In contrast, purchasing a solar system involves several layers of complexity that are not conducive to snap decisions:

• Customised Energy Solutions : Your 6.6kW solar system isn’t going to perform the same as another person’s. Every home has different energy needs and consumption patterns. A phone call does not allow for an analysis of your electricity bill, which technicians use to calculate the optimal size and configuration of your solar system.
• Education on Options : Solar technology comes with various panel types, inverter technologies, and warranty terms. Understanding the differences and how they affect performance and longevity is vital.
• Long-term Financial Implications : Solar systems are not just purchases but investments that affect your energy bills for decades. The financial benefits, including feed-in tariffs and tax incentives, need thorough exploration to maximise your returns.
• Regulatory Compliance : Solar installations must not deviate from local building codes and electrical safety standards. These cannot be adequately assessed or explained over a simple phone call.

Consequences of Rushed Decisions

Opting to purchase a solar system over the phone without a detailed assessment and proper information can lead to several negative outcomes:

• Suboptimal Performance : Without a site-specific design, the solar system may not perform at its best. Energy production will be disappointing and return on investment will be slower.
• Increased Costs : Unforeseen installation challenges or the need to retrofit unsuitable systems can unexpectedly inflate costs.
• Warranty and Service Issues : Misunderstandings about warranty types, coverage, and service terms can complicate repairs and maintenance. System uptime and longevity take a hit when there is too much tinkering.
• Customer Dissatisfaction : Feeling misled or uninformed about the product can lead to buyer’s remorse, which will undermine your satisfaction and trust in solar technology.

Just as you wouldn’t remodel your kitchen based solely on a contractor’s phone pitch, you shouldn’t commit to solar without a comprehensive, on-site evaluation and a clear understanding of the product and its benefits.

Without Local Support, You’re Done For

When investing in a solar energy system, the quality of post-purchase support is as important as the technology itself. A malfunctioning inverter or a panel issue can cause the efficiency of your solar system to plummet—and impact your energy savings. In such situations, dealing with an overseas call centre can add layers of frustration and delay. That’s why choosing a solar company with robust local support is not up for debate.

The Risks of Overseas Customer Service

Your solar inverter stops working or your panels begin to malfunction. Now, imagine trying to resolve these issues through a call centre based in China or India. Language barriers, time zone differences, and a lack of local regulatory knowledge can complicate what should be a straightforward fix. Here’s what you might face:

• Delayed Response Times : International call centres may not operate on Australian time, leading to delays in response and longer downtimes for your solar system.
• Miscommunication : Language barriers and a lack of familiarity with Australian slang and expressions can culminate in misunderstandings and incorrect advice.
• Inadequate Local Knowledge : Call centre executives usually talk from a script. As they are unfamiliar with Australian standards and installation specifics, they may provide advice that will land you in hot soup with the regulatory authorities.

Benefits of Australian-Based Support

Opting for a solar provider with a dedicated Australian support centre ensures that you receive:

• Timely and Efficient Service : Local customer service can respond more promptly to inquiries and service requests, often able to dispatch technicians from around the corner to handle your issues directly.
• Regulatory Compliance : Australian-based technicians are familiar with local codes and standards, and they ensure that all maintenance and repairs meet strict regulations.
• Understanding of Local Conditions : Local support staff have a better understanding of the environmental factors and textbook issues faced by solar systems in Australia, from extreme weather conditions to local wildlife interactions.

Verify the Authenticity of Local Operations

Some companies might claim to have local support offices, but a closer inspection could reveal that these are merely administrative fronts or non-technical outposts. Always ensure that the support offered is genuine and capable of providing the technical assistance needed. This includes:

• Physical Presence : See if the company has a physical office with a full-time, technically adept staff within Australia.
• Financial Stability : Check the financial health of the panel and inverter manufacturers. A financially stable company is less likely to go out of business. This is helpful when you need support and warranty coverage.
• Reputation and Reviews : Look at reviews and testimonials from other customers in Australia. This can give you a real sense of the company’s support efficacy and reliability.

Your relationship with your solar provider is long-term, not just a one-off transaction. Choosing a provider with strong, accessible, and knowledgeable local support ensures that you have a reliable partner throughout the life of your solar system, something a phone sales team cannot promise or provide.

Other Reasons You Should Be Wary of Solar Phone Sales

Customers new to solar might not be aware of the importance of foolproof warranties. Phone sales might not clarify warranty details. Ensure your panels and inverter have local warranties backed by a reputable Australian office, not just an administrative address. You are running a financial stability risk if you get stuck with unsupported products and the call centre shutters or forgets how to answer the phones.

Solar Run has dealt with many cases where customers with normally functioning solar systems experience an issue three years down the line and reach out to the solar business that did the installation only to realise it has gone bust. When they reach out to us, we have to break the shattering news that their $5,000 investment has gone down the drain because the installation method was non-compliant with the terms and conditions of the warranty. Before they even have a chance to process the rude shock, they realise they have no choice but to pay us another $2,000–$3,000 to make things right.

Salesperson vs. Solar Expert

A persuasive salesperson might come across as knowledgeable, so a naive customer might believe they’re getting a good deal that doesn’t mandate further investigation. Salespeople might use urgency or limited-time offers to pressure people into a quick decision, leaving them with little time for research or comparison. Your phone conversations about solar should be with a solar installation professional who prioritises customer ethics and education over sales.

Beware of Solar Fraud in Australia

Solar fraud is a real concern in Australia. The Clean Energy Regulator and the Australian Federal Police were investigating a case in Western Australia involving a Perth-based business that had accrued ill-gotten gains to the tune of $2.5 million through 640 solar installations.

Why Solar Fraud is More Easily Perpetrated Over the Phone

Solar fraud is a real concern in Australia. The Clean Energy Regulator and the Australian Federal Police were investigating a case in Western Australia involving a Perth-based business that had accrued ill-gotten gains to the tune of $2.5 million through 640 solar installations.

Lack of Transparency

Over the phone, it’s nearly impossible for customers to verify the quality of the solar equipment being offered. Fraudsters can exploit this by making exaggerated claims about product efficiency, lifespan, and warranty coverage without any immediate means for the customer to check these assertions.

Pressure Tactics

Phone sales enable high-pressure tactics that can rush customers into making decisions. In the absence of face-to-face interaction, it’s easier for unscrupulous salespeople to push customers into agreeing to deals before they have the chance to thoroughly research the products or compare other offers.

Distance Creates Difficulty

When issues arise post-installation, resolving them with a company based overseas or outside local jurisdiction can become incredibly challenging. Local support is essential for effective warranty enforcement and quick repairs. Dealing with distant companies over the phone complicates these to no end.

Fake Credentials

It is much easier for scammers to impersonate legitimate companies over the phone. They might use names that sound similar to reputable brands or falsely claim affiliations with well-known organisations like the CER to seem credible.

Prepaid Deposits

Phone sales often require upfront deposits to “secure the deal.” This practice is particularly risky as it gives fraudsters an opportunity to disappear with the deposit, leaving the customer out of pocket and without any solar installation.

Contrasting with the risky nature of phone sales, dealing with a local solar company in person offers multiple layers of security and assurance.

Invest in Solar, Wisely

If you want a quote to install a veranda, mow your lawn, or install five power points in your home, you can receive one over the phone, but with solar you’re buying something worth $4,000–$5,000, if not more. Are you willing to buy the biggest asset you’ll ever own over the phone from a sales rep in another country? No! You want to make sure the system is looked after.

A cold call can’t assess your roof’s suitability for solar panels. While it may be tempting to expedite the purchase process with a quick phone call, doing so bypasses the essential steps needed to ensure that your solar investment is sound, satisfactory, and perfectly suited to your home.

In the grand scheme of things, the advice you get is the most important part of the process. Installation costs slightly more with Solar Run, but that’s because we don’t cut corners. We don’t make more margin but give you the high-quality system that you need. A cheap system might have a 3-year ROI, but our ROI is 4–5 years because all our installation plans are not born from a photocopier—they are tailored for each home.

If you live in Sydney, Newcastle, Victoria, Queensland, Adelaide, or Canberra. Contact Solar Run for a consultation and property assessment. Once we’re through, we will give you a no-obligation solar quote.