The installer leaves. What do you do? A Prosumer’s Guide for Though Situations

Let’s talk about the scenario that nobody tells you about when you’re buying a system. You’ve invested in a photovoltaic system with storage. You chose the battery, you chose the inverter, and you paid for the installation. Everything went well. The installer left, shook your hand, and said, “If you need anything, give me a call.” A few months go by, and you notice that the battery isn’t charging the same way anymore. Or the app is showing something strange. Or you simply have a question. You call the installer. No answer. You call again. Nothing. You send a message on WhatsApp. Nothing. You try again the next day. Phone turned off. You search for the company on Google—the website no longer exists. The installer has vanished.

This isn’t a hypothetical scenario. It’s a reality that can affect both you and us, because your frustration—which is entirely legitimate—often turns into a negative review about the battery or about Livoltek. Even though the problem isn’t the battery. The problem is that you’ve lost your point of contact.

This article is for you if you’ve found yourself (or fear you might find yourself) in this scenario. We won’t promise to fix everything with a single phone call. We’ll honestly explain what we can do, what we can’t do, and how you can prepare in advance so you’re never left completely in the lurch.

Why Are Plumbers Disappearing?

It’s not always due to bad faith. Sometimes it’s simply a small plumbing company that has gone out of business. The market is volatile; many companies that were hastily opened on the wave of subsidies have closed just as quickly. The electrician who did plumbing work “on the side” alongside his main job gave it up because it was no longer profitable. The installer moved to another city or switched fields. The company still exists, but it has so many customers that it no longer responds to its old ones.

Regardless of the reason, the result is the same: you have a system that may or may not be working, and you have no one to call.

What Livoltek Can’t Do Without Your Installer

Let’s be honest, because honesty is more useful than vague promises. The Livoltek team in Timișoara monitors systems connected to the cloud. We can see if your battery is functioning normally, if it’s charging and discharging correctly, and if there are any anomalies. And we can intervene remotely for certain types of issues—firmware updates, parameter resets, basic diagnostics.

But there are things we can’t do remotely, because they require a physical presence at your home.

• We can’t reinstall CT clamps. If the current sensor is on the wrong phase or the arrow is reversed, someone needs to open the electrical panel. That requires a licensed electrician, not a phone call from Timișoara.
• We can’t check the physical connections. Loose wires, missing ground connections, connectors that aren’t making a good contact—these can only be seen with the naked eye and fixed by hand.
• We can’t reconfigure the electrical panel. If the GFCI trips in the morning when the inverter starts up, the problem is in the panel, not the battery. And the panel is the electrician’s responsibility, not the manufacturer’s.
• We don’t know the specific configuration of your installation. The installer who set up your system made certain choices: which phase the CT terminal was connected to, how the cables were routed, what type of fuse was used, and how the settings were configured. If that installer disappears without leaving any documentation, we have to piece the puzzle back together from scratch. It’s possible, but it takes time.

That’s why the correct support process is: you contact the installer, and the installer contacts Livoltek if the problem is with the equipment. The installer is the first line of support because they know your specific installation. We are the second line of support because we know the equipment.

When the first line of support is unavailable, we step in directly. But it’s important to understand that we do this with less information and that the process takes longer.

Installation Records: What to Keep from the Electrician and Why It Matters

Here’s the practical lesson of this article. And it’s the lesson we’re giving you before you run into a problem—precisely so you’ll be prepared if one arises.

On the day of installation or immediately afterward, ask the electrician for (and keep safe) the following information:

• Photos of the electrical panel after installation. You don’t need to be an expert. Just take a photo of the open panel, with all connections visible. If another electrician comes to fix something a year from now, these photos will show them exactly how the system was originally configured.
• The wiring diagram the installer used. Every Livoltek device comes with a Quick Installation Guide. Ask the installer to show you which diagram they used (single-phase, three-phase, with smart meter, without smart meter) and keep it. It’s the blueprint of your installation.
• The serial number of each piece of equipment: battery, inverter, smart meter, and Wi-Fi dongle. These numbers are on the labels attached to the equipment. Take photos of them. When you call Livoltek, these are the first pieces of information we’ll ask for—without them, we can’t identify your system in our database.
• Commissioning confirmation from MyLivoltek. Once the installer finishes the installation, the proper procedure includes commissioning the system through the MyLivoltek app. If your system is commissioned, we can see it in the cloud and monitor it. If it isn’t commissioned, it’s invisible to us. Ask the installer: “Did you complete the commissioning procedure?” If the answer is vague, insist.
• Completed warranty certificate. Include the installation date, installer’s signature, equipment model, and serial numbers. This document is your proof that the installation was performed professionally and within the warranty period.
• The installer’s full contact information. Not just a cell phone number. Ask for their full name or company name, CUI/tax ID, business address, email, and at least one or two phone numbers. If the phone goes unanswered in two years, you can look up the company by its CUI in the commercial registry.
• Basic settings configured. Ask the installer to tell you (or write down): what minimum battery reserve they set (minimum SoC), whether they enabled EPS (backup) mode, what operating mode the battery is set to (solar only, grid+solar, time-of-use), and whether the firmware is updated to the latest version.

It may seem like a lot. But take 15 minutes on the day of installation, and it could save you weeks of frustration a year from now.

What should you do if the installer has already left?

The first step is to check what’s working and what isn’t, starting with the MyLivoltek app. If you see up-to-date data (production, consumption, battery level), it means the system is online and the team in Timișoara can see it. That’s the good news. If the app shows nothing or the data is days old, it means the Wi-Fi dongle isn’t communicating. The problem could be simple (your router has been replaced, the Wi-Fi password has changed) or more complex.

Step 2: Document what you observe. Take screenshots of the app. Note exactly what isn’t working: “The battery isn’t charging during the day,” “It isn’t discharging in the evening,” “The app shows zero production even though it’s sunny outside,” “The circuit breaker trips in the morning.” The more specific you are, the more effectively we can help you.

Step 3: Contact Livoltek directly. Call the support team. When you call, have the following information ready, if available: the serial numbers of the battery and the inverter (found on the equipment labels), the address where the system is installed, a clear description of the problem, and screenshots from the app.

Step 4: Be prepared that certain issues will require a local electrician. If the remote diagnosis indicates a physical problem (reversed CT terminals, missing ground connection, improper fuse), someone will need to come to your home. Livoltek can recommend a certified installer in your area from its partner network. It won’t be the original installer, but it will be someone who is familiar with Livoltek equipment and can handle the issue competently.

Step 5: Keep everything. Every email, every screenshot, every service confirmation. If the initial problem was caused by a faulty installation (not the equipment itself), these documents can help you if you decide to file a formal complaint against the original installer.

The Real Problem: Why Dissatisfied Customers Blame the Battery

You paid a significant amount of money. Something isn’t working. The installer isn’t responding. You’re frustrated and want a solution. Who do you turn to? The manufacturer. And if the manufacturer can’t fix it right away (because the problem is a hardware issue in your electrical panel, not a software issue), your frustration grows.

So you write a review: “The Livoltek battery doesn’t work.” Or “I called, but they didn’t help me.” Or “I don’t recommend it.”

We understand your frustration. But please consider that the battery is doing what it’s supposed to do. It was designed, tested, and certified. If it’s installed correctly, it works. If it doesn’t work, in most cases the cause lies in the installation, not in the equipment.

Your negative review doesn’t just affect us. It also affects other prosumers who could benefit from a good product but are discouraged by an experience that wasn’t caused by the product.

And, to be very clear: we understand your dissatisfaction; we’re simply suggesting that you direct it appropriately.

How to Prevent This Scenario: 3 Golden Rules

Rule 1: Choose a Livoltek-certified installer. Not because others aren’t competent, but because a Livoltek-certified installer has specific training on our equipment, knows the commissioning procedure, and is listed in our database. If they’re no longer available, we have the installation details and can more easily take over support. The complete list is available at hexing.ro/ro/parteneri-livoltek.

Rule 2: Put together your installation file on the day of installation. Include all the items listed above: photos of the control panel, installation diagram, serial numbers, commissioning details, warranty certificate, contact information, and settings. Fifteen minutes today will protect you for years to come.

Rule 3: Check within the first 3 days that everything is working properly. Don’t put it off with “I’ll check next week.” Check now, while the installer is still available. If something isn’t right, call them back immediately. After 3 months, you probably won’t be able to reach them anymore.

What Livoltek Does to Reduce These Situations

We’re not writing this article just to offer you advice. We’re also writing it as a commitment on our part.

We continuously invest in our network of certified installers. Livoltek training isn’t optional for our partners—it’s mandatory, with periodic recertification. A certified installer not only knows how to install the equipment but also knows how to carry out the complete commissioning, testing, and handover procedure.

We maintain proactive monitoring from Timișoara. Every system that’s been properly commissioned is monitored 24/7. If something doesn’t look right, our team can contact the installer or you directly. We don’t wait for you to call.

We have local inventory and clear replacement procedures. If the problem is with the equipment and not the installation, the replacement is shipped from our warehouse in Timișoara within 3 business days. The 10-year warranty is backed by the Hexing Group’s infrastructure in Romania. We don’t rely on a third-party importer.

And yes, if your installer has gone missing, we can connect you with a certified installer in your area. It’s not the ideal situation—ideally, the original installer would still be available. But it’s a concrete solution, not a vague promise.

The Final Word

The “installer disappears” scenario is unpleasant, but it’s not catastrophic. Not if you’re prepared.

Your battery operates independently of the installer. Once properly installed and configured, it does what it’s supposed to: it stores solar energy, discharges it in the evening, and protects you during power outages. It doesn’t need an installer to function on a daily basis.

What you need from the installer is their presence during the first few days (for adjustments), their availability during the first year (for any necessary tweaks), and their support throughout the warranty period (as your first line of support).

If you have all three, that’s excellent.