Goal Zero Avis 67

I had an issue with my Sherpa 100. I emailed the customer service and got a quick response. They gave me some trouble shooting advice, and after that was unsuccessful they are sending me a new device. I very much appreciate the responsiveness and it shows the dedication to their customers. 5 stars for Goal Zero!!

Horrible product reliability and after sales support. Paid $2k for battery and solar charging panels. Used it on 2 camping trips and the battery won’t take a charge from wall charger nor solar. GZ offered 10% discount on a new battery. Rep stated my issue is “the first they’d heard.” A simple google search shows that there are many exact instances. Avoid GZ products and save yourself a headache.

My experience with Goal Zero was fantastic! The customer service was amazing. Chase went above and beyond to answer all my questions thoroughly and made sure I understood everything clearly. It’s rare to find such knowledgeable and friendly support these days. Highly recommend Goal Zero for both their products and outstanding customer care

I have to hand it to Goal Zero! They come through and stand behind their products! I had a 2 year old yeti 500x that had a glitch in the screen and they covered it under warranty with a replacement rushed out to me. It’s so nice when a company is always thinking of their customers first. Things happen and no product is perfect, but from my experience Goal Zero has the best quality as well as a great warranty that they actually follow through on. Props to a great company! I will continue to buy GZ!

I wish they had a 6th star. Went way beyond "outstanding customer service" level to deliver a small part we needed. Very proactive looking for a solution. Can't say enough about the company. We have 2 power packs and 1 solar and all have performed flawlessly, one for over 6 year and the other for 1 year.

My experience with Goal Zero's 1500x power bank and their customer service has been excellent for me. My first experience was a situation where I didn't have my bank connected correctly. That time I happened to be near their SLC, Utah business. I came from their parking lot and they literally came out to help me. This time, the same bank did finally give out. It was not under warranty, but Goal Zero tried to help me with prompt and personal messages and checks on my situation. I was offered a decent discount for replacement (that they did not owe me) and specifically did all they could to expedite the new unit to me so I wasn't stranded without power States away. Thank you, Chayce. In the process,I had actually tried a different brand, but the quality difference in the two units was astounding. Needless to say, I can't wait to have the Goal Zero back. It charges fast and lasts- so much peace of mind on the road in my van. The other brand I tried was rated high, and I can't imagine why because it honestly doesn't hold a candle to the Goal Zero. I'm a fan because of my personal experience since 2019 with Goal Zero and their 1500x.

Top tier customer service! Will be back for more! … Thanks Chayce , you’re amazing!!

Purchased a Goal Zero Yeti 4000 pro and a Yeti 4000 tank battery for a new solar project on our home. Pretty excited until the electricians could not figure out how to wire the 3600w passthrough cable for automatic switching to the battery in case of grid failure. I have sent a few messages to Goal Zero over the past few weeks and have had one reply, and that just said customer service is running behind. The electrician states he needs more instructions as how to wire the unit and there is zero documentation on how to do it. Right now it’s $4000 worth of useless junk. I’m on the verge of returning it for a refund. I have bought Goal Zero in the past and have enjoyed the products but the awful customer service currently has soured me on the whole company. There are other companies to choose your solar needs from and I would check them out before choosing Goal Zero.

My Yeti 1500X lasted 3 years which seems like extraordinary service compared to all the premature failures these products produce. The Scout camper forum Im on people are getting 4 replacement in the first year. I would not recommend this product to anyone.

I have never been so disappointed by a company as i have by Goal Zero. We purchased a GZ Yeti 4000 Pro with an extra tank for our Van build. It worked fine for a bit then the 12V DC charging went out. I sent in a ticket for support and they responded asking if I had “restarted” it ( Had of course tried this numerous time). Since that time and despite about 10 follow up emails, it has been radio silence from GZ Customer Support. Zero support, response, customer concern, or action from them. I wish I had used a different product on my van and encourage all that read this to absolutely stay away from this company.

Goal Zero is at Ground Zero for customer support and quality. DO NOT BUY. I have been a customer years and have multiple products. They do NOT back up thier products and their customer support is the worst I have ever delt with. Try to return something, even for repair: good luck; better to take the loss and drag that 80 lb lithum battery back up power supply to a reclyling center.
This get worse: I have attempted to return a cable that did not fit my Yeti 8000; this started in June 25; I finally got a email from CS on 31 July 25; I had to send the cable back at my own expense: sent USPS on 2 Aug: it was return to sender, me, on 11 Aug. The USPS postmater told me it was because the address GZ sent me did not have a forwarding address!!! This company in my view has folded; the buy out company Biolite has no clue on customer support. AGAIN: DO NOT BUY ANYTHING FROM Goal Zero or Biolite!!!

Goal Zero responded within 24 hours to my negative review, then corrected the problem and fulfilled the warranty.

As a result, I changed the review to 4 stars. Thank you, Courtney, for responding and correcting the problem.

Mark

PREVIOUS REVIEW
So far 25 days later: 11 emails to support and 3 responses that did not result in the unit working properly after following explicit instructions. I've sent the same info TWICE with no response (purchase receipt and address to repair or exchange the unit under warranty). 4 calls, no return calls, I’ve had 80+ minutes on hold! DON’T BUY THEIR PRODUCTS!

Dear Goal Zero,
I didn’t expect a candlelit dinner, just... an answer?

After buying the pricey-but-promising Yeti 1400, I reached out for help with an issue (you know, the kind where the power station stops being a station of power). I got one friendly reply. I responded with a video and details. Then: crickets. For a whole month. Pinged three times. Still nothing. I’ve had more emotional support from a potato.

Apparently, customer service is like solar charging in the Arctic winter: slow, dim, and deeply unreliable.

So if you're considering Goal Zero for "peace of mind" — you may want to consider a second option. Or a third. Or just a campfire. I'll declare default on my unit, although I would have loved to have it repaired.

"hullo do you have a defibrillator for a dead Yeti , it won't hold a charge?"
Nice Zero person "don't think we can help you if its out of warranty"
It so is, its a Norwegian Blue of a Yeti, how do I replace it, I need some guidance on the right model."
Nice person "If you let me know what model you want I can tell you if we have it in stock?"
"No thats why I need to talk to someone.'
"Nice Zero Person "oh you just need to email us explaining your needs and we will write back"
You mean I can't just get it now and and buy it over the phone"
Nice Zero person "No we don't do that"
"Thats sad I was needing a small family of Yetis for three off grid cabins, I will go to Jackry or Bluetti, thanks !
Moral: If you cant be bothered to provide the most basic of help I cant be bothered to give you my money.

Unfortunately bad customer service. They don't like to honor their warranties and they will try to weasel their way out of giving you a working product, they will keep recommending unplugging it and plugging it back in and turning it on and then depleting the charge by waiting and then recharging it in a different method and then leaves you hanging for days and then suggests a different recharge method. Plugging it in didn't work? Let's try depleting it and then charging it through the back DC port... That doesn't work? How about we try the front port? This goes on for weeks on end with no results. After the first broken port you should have just taken the thing back and done diagnostics at your facility.

I had one week before the warranty ended and I had to throw a tantrum on the phone and get a manager and flip out at them for not honoring their warranty for them to finally issue a refund and take back their defective products.

I bought nearly $15k of product that supposedly came with a five year warranty. Two of the items no longer hold a charge, one has a reduced charge. Emailed customer support and did not receive response for days. Finally, when I did it was the equivalent of, did you try unplugging and plugging back in? Clearly they didn't read the complaint which outlined the details. After repeating the issues and sending pictures they never responded again. I left them one final message letting them know I would be sure to share my absolutely abysmal experience on places like Trustpilot so that other customers don't get ripped off like I did.

Not sure what's worse, the reliability of their products or the quality of their customer service. My Sherpa 100 pd, stopped holding a charge after a few months. so I contacted customer service. After confirming that the item was eligible for a replacement, they asked me to provide my address. I responded with my address, and then nothing. Followed up a week later, and crickets...... Followed up again, and finally got a response. They told me that they were moving warehouses, and wouldn't be able to handle my warranty replacement until it was completed. No date was provided. Neither was a general time frame given. I was just told to wait......

Talking to a Goalzero representative Becca she answered my questions professionally and in a well calm voice. With communication and solving the problem I have goalzero has gain my trust that if there is any problem we have for our units they'll be the ones to handle it. I give her 5 stars on Beccas performance.

I live in tornado alley (shoutout to Ryan Hall, Y’all), where I have 5 Yetis of various capacities throughout my home. Some are in warranty, some out of warranty, I’m not sure what is what, but one AC Adapter smoked out after an extended power outage. I asked Goal Zero what can I do ASAP, and Chayce B replied, “Say no more Fam” and sent me a new one. I understand this is not always possible, however I really appreciate this gesture. Reliable Always On Duty power alternatives are a super important part of our preparation plans. Thank you Goal Zero!

I had been using my Light a Life 350’s for years when 3 shorted. Still not sure what happened, they always worked great. Anyway, after sending a message through their website, I got in touch (via email) with customer service, who worked with me to get my products replaced. Prompt, courteous, and professional. This experience with the people at the company, coupled with how much I’ve liked my Light a Life’s, will keep me coming back to Goal Zero for 12v accessories. If any higher-ups at GZ are reading this and want to know who to commend, C.B. helped me out. This is how customer service should be done :)