Sungenie System FAQS

We appreciate your understanding as we navigate the challenges following Sunverge’s liquidation. We recognise this situation is unsettling, and addressing your concerns is our top priority. Unfortunately, due to this liquidation, Vector has made the decision to discontinue the SunGenie solar programme.

After a thorough investigation of options, we found no ‘like for like’ alternative to meet our commitments under the programme. Your monthly payments to Vector were suspended as soon as we learned of Sunverge’s liquidation (the billing period ending 31 May 2024). We note that this initiative was set up as a trial, and Vector invested heavily in the systems and resources outlined in the agreement.

Below are FAQs to help address your questions and concerns regarding this transition.

Quick links:

General Information
SunGenie option comparison table
Option 1: Vector removes the entire system
Option 2: You keep the solar panels
Option 3: Pause making a decision while we complete testing
Solar provider’s alternative equipment and installation price estimates

General Information

Why did Sunverge go into liquidation, and how does it affect my SunGenie system?

We were told that Sunverge went into liquidation due to financial difficulties that made it unsustainable for them to continue to operate. This liquidation impacts software needed for the monitoring and safe operation of your SunGenie system.

Why has it taken since June for you to come back with options for the SunGenie system?

We needed time to explore several possibilities, including solutions from overseas. There were a range of factors to consider including safety and interoperability with the existing equipment.

Could you advise which other options you explored and why they weren’t included as an alternative?

We reviewed and evaluated several alternatives, including approaching the liquidators to grant access the software needed to safely operate and monitor the system, but this is not possible. We have considered alternative control systems for the SunGenie system, however, after extensive testing this is no longer a viable solution.

What are my options for the SunGenie system now?

Given the unfortunate situation regarding the liquidation of Sunverge, and the lack of viable alternatives, Vector is terminating the SunGenie solar programme and is providing the following options to customers:

Option 1: Vector removes the entire system (as envisaged by the original agreement between us)

Option 2: You keep the solar panels (Vector removes the cabinet (inverter & battery), ownership of the solar panels transfers to you on an “as is, where is” basis)

Why can’t you continue supporting my SunGenie system?

We understand that this situation will have been frustrating for you. With Sunverge’s liquidation, we no longer have access to the software needed to safely operate and monitor the system.

What would have happened with my contract if Sunverge didn’t go into liquidation?

Vector would have continued the programme until the end of your contract and then removed the equipment at our expense as described in our contract. We didn’t seek to end the SunGenie programme early prior to the liquidation and are also disappointed it has come to this. Our primary focus has been to assist you with providing a range of options.

How does terminating the contract affect my energy savings?

If you choose to take ownership of the solar panels and purchase new equipment from a solar provider you can continue to generate energy and potentially save on your energy bills, depending on your use.

What will happen to the equipment after it’s removed?

The equipment will be recycled where practicable, including the battery.

Can I install a different type of solar system instead?

Yes, you are welcome to explore other solar solutions. This will be at your cost. If you choose to remove the entire SunGenie system or retain the solar panels, you can replace the equipment with a different solar setup of your choosing outside of this arrangement. Please discuss this directly with a solar provider of your choice.

How do I decide which option is best for me?

You will need to assess your requirements and energy usage with other solar providers and weigh up the costs vs benefits.

What should I do if I need help deciding or have more questions?

Please contact us on solar@vector.co.nz or 0800 70 70 30 to discuss the differences between the options.

If you have specific questions about the replacement equipment, reach out to solar providers directly.

SunGenie option comparison table

Option 1: Vector removes the entire system

What happens if I choose to remove the entire system?

We will terminate your contract; no further monthly fees would be payable, and Vector will get a technician to contact you to arrange a suitable time for your SunGenie system to be removed. You will also need to sign an acceptance letter which outlines the terms and conditions of this option.

What does removing the complete system mean for me?

The solar panels, cabinet (inverter and battery) will be removed from your property.

Will I need to pay anything if I choose to remove the complete system?

No, you do not need to pay for any of the removal costs if you chose to remove the complete system.

What is the termination refund?

You may be entitled to a termination refund if described in your contract, Part B clause 6.8. As Vector is ending the Solar Programme early, Vector will refund you according to the contract. We have stopped your monthly fees and as the services have not been available to you the remaining months left on your contract will calculated from 1 June 2024.

How long will it take to receive the Termination Refund from Vector?

We will ask you to confirm your bank account details in your Option 1 Acceptance Letter. Following receipt of a signed acceptance letter, we will direct credit the Termination Refund and Additional Contribution to your chosen account within 4 weeks.

How long will the removal process take?

Once you have a booked in a suitable time for the removal of your system, the removal would take approximately one day. You would need to be home during this time to provide access to your property. Removal is weather dependent due to roof access, and appointments may need to be rescheduled if there is bad weather.

How long will it take until the system is removed?

There are a number of other customers who are also affected, we will contact you to schedule a suitable time for removal which could take place in 1-3 months’ time depending on technician availability and the weather.

What will the condition of my roof be once the system has been removed?

For a corrugated iron roof, the rubber boot will be replaced with a blank one and then sealed.
For a concrete tile roof, the notched tiles will be replaced but may not be colour matched.
Conduits will be removed and switchboards returned to their previous state.
The SunGenie RJ45 (ethernet) socket near the modem can be replaced with a blank plate or left as-is.
Small holes will be patched or filled but not painted. Larger holes that can’t be patched or filled will be sealed and covered with a donbox.
Where applicable, additional work not covered by the above (e.g painting) will need to be arranged by you.

When will the technician get in touch to remove the system from my house?

After you have confirmed that you wish to have the complete system removed, you will be contacted to schedule a suitable time for removal which could take place in 1-3 months’ time depending on technician availability and the weather.

What will happen to the removed system components?

The equipment will be recycled as much as possible, including the battery.

Who should sign the acceptance letter?

The person who the letter is addressed to (i.e. the person who previously signed the Agreement) should sign the letter.

Option 2: You keep the solar panels

What does keeping the solar panels involve?

Our field service provider would visit and remove the cabinet, including the inverter and battery. The solar panels and wiring will be left so you can replace the equipment when you’re ready.

You will also need to sign an acceptance letter which outlines the terms and conditions of this option. The letter transfers ownership and risk of the products on an ‘as is, where is’ basis in full and final settlement, in accordance with the terms of that letter. These include that the transfer will be without warranties, guarantees or assurances, in particular given the equipment has been in service at customers’ property since the beginning of the SunGenie programme.

We suggest you speak to the new solar provider regarding provision of maintenance and spare parts support.

Can I replace the removed components (inverter, battery) with newer technology?

Yes, you can choose replacement components that suit your needs. While we have provided some indicative pricing from a few solar providers (see Solar provider’s alternative equipment and installation price estimates) , you are welcome to engage with any solar provider of your choice.

Will I still be able to generate solar energy if I choose to keep the solar panels?

If you choose to keep the solar panels, Vector will leave them on your roof and we will transfer ownership to you on an ‘as is, where is’ basis on the terms set out in the Option 2 Acceptance Letter. However, to generate solar energy, at a minimum you’ll need an inverter which you need to arrange separately. If you’d like to store the energy for use when the solar panels aren’t generating, such as night-time, you might want to consider a battery as well.

How long is the warranty on the solar panels?

The solar panels are manufactured by TrinaSolar. TrinaSolar provides a 25-year linear power warranty from the date they were installed, which Vector does not manage. If you have any ongoing questions related to the solar panels you will need to approach TrinaSolar directly.

Can I choose the brand or model of the replacement inverter or battery?

Yes, you can choose your own supplier and model of replacement inverter or battery to suit your needs.

If I choose to install alternative equipment, will Vector assist with the installation and setup?

No, Vector won’t be involved in the installation and set-up as once ownership of the solar panels is transferred to you, the solar panels will be your property and responsibility. The solar provider you approach would handle the installation and setup for you. We have provided some indicative pricing from a few solar providers (see Solar provider’s alternative equipment and installation price estimates); you are welcome to engage with any solar provider of your choice.

What happens if the new equipment I purchase doesn’t integrate well with the existing solar panels?

A site visit may be required by the solar provider to verify your choice of equipment is suitable. The solar provider will be best placed to talk through any concerns regarding integration.

What is the cost to me if I choose to keep the solar panels?

There is no cost to choose to keep the solar panels, but you will be accepting them on an ‘as is where is’ basis. Full terms and conditions will be outlined in our Option 2 Acceptance Letter which you will need to sign if you choose to keep the solar panels. Vector will be responsible for the removal costs of the cabinet (inverter and battery) and will provide a refund for ending our programme early (if described in your contract). You will need to pay the costs of replacement equipment, which will depend on your personal preference. We have provided some indicative pricing from a few solar providers (see Solar provider’s alternative equipment and installation price estimates). Under the Option 2 (you choose to keep the solar panels), Vector will also contribute an additional $350.

What is the Termination Refund?

When and how will I get the Termination Refund and Additional Contribution from Vector?

We will ask you to confirm your bank account details in your Option 2 Acceptance Letter. Following receipt of a signed acceptance letter, we will direct credit the Termination Refund and Additional Contribution to your chosen account within 4 weeks.

Why is Vector giving an additional contribution if I wish to keep my solar panels?

We acknowledge this has been an unfortunate situation and, while the contract does not outline any contribution beyond the Termination Refund, we would like to offer something towards the cost of replacement equipment if you wish to keep your solar panels.

What happens to my contract with Vector if I choose this option?

We are unable to continue to provide solar services, so we are terminating your contract. No further monthly fees will be payable, and Vector will transfer ownership of the solar panels to you on an as is, where is basis. You would own the solar panels and be responsible for maintaining these; the full terms and conditions will be outlined in the Option 2 acceptance letter.

Will I need to sign a new contract for the replacement system or any ongoing maintenance?

You will need to approach a solar provider and discuss this with them.

Who should sign the acceptance letter?

The person who the letter is addressed to (i.e. the person who previously signed the Agreement) should sign the letter.

Option 3: Pause making a decision while we complete testing

Why is Option 3 no longer available?

Option 3 is not a viable solution due to inconsistent operation, inadequate technical support and other limitations identified during our extensive testing. Our team, in collaboration with Astech Electrical and an ex-Sunverge employee, conducted a comprehensive assessment of an alternative monitoring and control system from Schneider.

This included testing over 20 different system functions in both a lab setting and a real-life home environment, to ensure reliability, safety and consistent operation.

Unfortunately, the system demonstrated inconsistent operation, including irregular battery charging and energy export to the grid, and intermittent shutdowns of critical circuits.

Additionally, the Schneider unit is only available in the US, limiting local support and access to parts, especially as this model has been discontinued. Without prompt technical support and availability of spare parts, we do not consider it appropriate to offer a system that Astech will not be able to support.

What does an alternative control system do?

The alternative control system is responsible for safety and operation of the SunGenie system. It monitors and controls the battery state of charge and solar generation, as well as detecting any errors with the system.

What solutions did you find when researching alternative options?

We conducted research to identify and then test an alternative monitoring and control system to replace the original Sunverge system.

We found that communication between the Schneider components uses encryption, which limited us to the Schneider brand. Only one alternate Schneider system was available. Initially, this Schneider system looked promising following simulated tests in a controlled lab setting that included solar panels. However, when it reached the next stage for trial in a home environment, we encountered several challenges, including inadequate technical support, operational inconsistencies and other limitations.

What was involved in the testing process?

The process involved more than just testing – we carefully assessed the suitability of various potential solutions, reaching out to manufacturers and ordering the necessary device from overseas. Once the equipment arrived, we conducted comprehensive testing on Schneider’s alternative monitoring and control solution, evaluating over 20 functions and safety features in both controlled lab setting and real-life home environment using a setup designed to replicate typical home usage patterns. Our goal was to ensure the SunGenie system with Schneider controller and basic programme met our safety, reliability, and performance standards, but unfortunately, it did not fulfil these requirements.

What specific issues were found during testing?

During testing, the SunGenie system with Schneider controller and basic programme demonstrated inconsistent operation, including irregular battery charging and energy export to the grid, and intermittent shutdowns affecting critical circuits.

It also couldn’t measure a home’s total energy consumption and was limited to only offsetting electricity usage on the backup circuit. This would result in poor matching of your home’s energy needs, leading to excess energy import and exports – and, a higher power bill.

The system was also unable to set a reserve for the battery to save energy for a power outage.

Did Astech support this decision?

Yes, Astech is fully aligned with this decision. After working closely with Astech and an ex-Sunverge employee to test the system together, we agreed that it wouldn’t meet our standards for an acceptable replacement.

Why was technical support from the supplier an issue?

Technical support from the supplier, Schneider, and their reseller, Zonna, was limited to remote assistance from the US. During testing we faced delays in receiving timely responses and this is critical to ensure the system’s long-term operation, which is why the level of support contributed to our decision.

What are my next options now that Option 3 isn’t available?

With Option 3 off the table, you can choose between the remaining options:

Option 1: Vector removes the entire system
Vector will arrange for the removal of your entire SunGenie system, including all associated components (solar panels, cabinet, inverter, and battery). This option is entirely free of charge. Vector will cover all costs related to the removal process.

Option 2: You keep the solar panels
Vector will remove the cabinet, including the inverter and the battery, and transfer ownership of the solar panels to you, on an “as is, where is” basis in full and final settlement. To keep using the solar panels, you would need to arrange and pay for a new inverter with a new supplier separately, when you're ready.

Please refer to the options outlined in our letter sent to you on 26 September 2024 and our FAQs for more information.

How can I make my decision on the remaining options?

Please refer to the detailed information provided in the recent customer letter, which outlines each option as well as the FAQs above. If you still have questions or need further assistance, feel free to reach out to our customer support team.

Who can I contact for additional questions or support?

Please contact us on solar@vector.co.nz or 0800 70 70 30 if you have additional questions or if you want to discuss the differences between the options.

Can I keep the battery, or the entire system as is?

No, due to unacceptable health and safety risks we can’t allow customers to take ownership of the entire system as is (or just the battery) because without a fully tested controller that integrates seamlessly with the battery management system there is a significant risk of issues like overcharging or overheating.

This could potentially lead to serious safety hazards, including the risk of fire. After a thorough search for suitable alternatives (both locally and abroad), we were unable to find a reliable, compatible solution that meets the necessary functionality, reliability and support standards. Without Sunverge or a suitable step-in, we will also no longer have a supplier or warranty for key components, such as the inverter and battery.

Will there be any further alternatives or solutions offered?

At this time, no further alternatives have been found or are being pursued, and no further testing will be done. We understand this may not be the news you want to hear, but after comprehensive testing Option 3 is no longer feasible.

Solar provider’s alternative equipment and installation price estimates

The below list of solar providers, alternative equipment and installation price estimates is provided to help you make an informed decision. You can approach any solar provider of your choice, not just the ones listed below.

Prices below are illustrative only and are based on estimates provided to us. (For example, we have been advised that prices can vary depending on how many levels your house has, roof materials, whether any additional cabling or access equipment is required, etc.) To confirm an actual quote, you will need to contact a solar provider and arrange a site visit to assess your property and condition of your solar panels.