Immersun 

Knowledgeable and patient advisor. Understood the issue very quickly and helped me through step by step to sort the problem.thank you

I have an old diverter (branded Immersum). I had some issues in relation to a heating engineer coming. I asked Immersum if they had a manual.

Within an hour someone called Anish wrote back saying that it was not one of theirs but including a link to the relevant manual on another site.

This was extremely helpful given that they could have siad it was nothing to do with them

After a couple years of good service, our immersun unit started to freeze (i.e. it would not recognise that the hot water cylinder was cold and would not divert power to it even when the solar array was exporting power)
After spending some time with the local installer and electrician, he told me he could not get information from immersun and suggested I could try communication with them directly. I had a hell of a time with the customer service team. They made everything difficult, despite numerous video and photos showing the issue. They were rude to the point of being obnoxious in their emails and never manage to fix anything. At the end I simply removed the unit and installed a simpler and much better unit from a different company. It has been working perfectly well since.

Worst aftersale support for their PV remote monitoring, as the same for other reviewers, I thought it was just me or my slow internet connections but when I saw others having exactly the same issue as me. Works great when it is working then nothing, I contacted the Support service but still waiting after 3 weeks, nothing at all, I wonder is anyone even working for this company.

May 2023 update
I contacted Immersun help desk a few times but they do not reply back to me after they asked me to contact them.
The app for monitoring the Immersub is useless and pointless.
It doe sont show accurate solar power generate or used.
The old version was far better and show in real time but this new management took over from the original Immersun company have made it far worse with difficult to contact helpdesk.
I will not be buying this product for my new home.
Shame on you for very poor service.

The system dropped out on Sunday 3rd April and I am still unable to connect to App. Have created a Ticket on Wednesday but still have only had a reply saying they were busy and not to contact them again or I would go to end of queue. This is becoming a regular occurrence now. When the system works it is great but unfortunately their support system is failing.

Having worked well for a few months a power outage has stopped the unit working at all. I asked for 'help' 2 weeks ago and got one of their fabled 'tickets'. Nothing has happened, I think 2 weeks of lost use is sufficient to be unhappy. The after sales service is non existent. So I pay Immersun £500 it works for 6 months, goes wrong and they ignore you. There is no way to contact anyone. PLEASE DO SOMETHING IMMERSUN !
UPDATE: This was a one star and now upgraded to a 3 star because a couple of days after this Trustpilot post I was contacted and they provided the fix to get the system working again, so thank you Immersun. But you really need to speed up customer service and make people feel they are being listened to and not ignored.

When the immersun app is working it's an invaluable tool for monitoring solar PV generation and export. However, if they suffer an outage on their servers, you get locked out (invalid username/password and/or server not reachable) and the response time to tickets logged is poor (this time I've been waiting 4 days). They also advise you not to add comments to the support ticket as this will automatically reposition you to the back of the queue. I have had to log 5 tickets in the past 6 months. It's a shame, because when it's working the functionality is great. The only upside is that the power diverter to hot water still works because that's independent of the app.

I have received no response from Immersun since mid Feb. Basically my immersun has stopped working - no energy produced although screen is still lit. I would like to know how to fix this problem. Have sent in photos of my immersun because it does not have a serial number visible

I have received your response but all you say is that my product is not supported any more without even trying to understand what went wrong.

I had more analysis from Eddi sales person that Immersun. Basically the Eddi rep said that there was nothing wrong with my Immersun - it was the transmitter or the sensor which may have died. He asked me to ask Immersun how to check if this has died or get a replacement but Immersun does not want to know. To ensure you get lots of good review, Immersun must support their customers and go the extra mile!!!

On the 12 Feb 2022 Immersun made changes. Since then I have not been able to logon the the Immersun App. I have sent 3 messages "Tickets" and I have received no response. I have no idea if there is a major problem or if I am being ignored. Personally I think I am being ignored.

A few hours later all problems now solved.

The immersun WiFi link is extremely unreliable. Almost every 6-8 weeks it stops working. I have an immersun unit from before the initial company ceased trading. Although the actual immersun unit had worked great for 9 years it has just failed due to burnt connections on the unit's main board. Can probably fix by upgrading the connectors and a bit of soldering. I'm told by Immersun now that their new units are more reliable. I'd suggest buying from a different company.
There is one who set up after Immersun went into administration who do a better alternative.

Great support from Anish M. I have been having ongoing exchanges with him about how best to use Immersun kit for a 3-phase immersion heater fed from a 3-phase solar panel installation. He has been very helpful explaining how best this should be done.

Although our Solar Immersion is no longer supported as its so old!, we did manage, with your technical support staff AMISH, to work out how to override the error message - usual problem with computers, just turn them off and reboot.
All fine now.
Excellent support

Anish sorted me out. Thank you. Diagnosed the issue and listed a set of steps to follow. Several issues were resolved in one solution.

Excellent customer service. Thank you again.

For some time I have not been able to log into my Immersun from my iPhone. After contacting the company they reminded me my username and password and all is well

I've had this until for about 6 years now and it brilliant the customer service it great they've changed there server system a few times but just contacted them and resolved it immediately 👍

My query about registration of the excellent remote control ilink function was dealt with very promptly by the immersun team. Thank you

The unit has worked seamlessly for 7 years or so but when a smart meter was fitted the clamp must have been put back either the wrong way round or on the wrong cable. I raised a ticket and it was sorted, all back working perfectly.

A potential customer here, asking a couple of questions about how the system works and can be configured. Very quick and clear replies, which I suspect will secure the sale

We used 5 different makes power directors on different house this one seems to work I’d buy again it isn’t the easiest to understand I think and last word - the worst one we had was solarimmersion It last 13 months and no support so replace with solar boost my 5 star choice

The response was very prompt and the information was accurate. The issue was resolved quickly.