SC
Shep C
1 reviews | Active since May 2012
25 Jun 2019, 11:25
Warranty Claim? No chance, buy somewhere else where quality is good!
I purchased a pure sinewave UPS from ACDC in Cape Town a few years back. Virtually as soon as the warranty expired so did the unit! Not learning my lesson I purchased a new KR1000LCD in January this year. In April it went wheels up. I took the unit into Riverhorse branch on 23 May for a warranty claim/repair. 3 weeks later they finally came back to me telling me that, because of evidence of condensation and corrosion it is not a valid warranty claim. They now want ME to pay almost 50% of the original purchase price to have it repaired after 3 months! As I explained to their Service Manager, Pieter Conradie, the UPS has been in a room with 2 servers (aged about 2 and 5 years respectively), a laptop, external drives and comms equipment all of which have been running without any problems but the NEW UPS failed. The "Service" department obviously has a brief to bring in money at all costs therefore, in achieving this it means that they must keep warranty repairs to a minimum by finding excuses for not honouring them. Interestingly on FB the reviews are 90% bad for ACDC and on Hellopeter of 63 reviews all except 1 were rated 1 star. Does this not tell Management something??? And, if anyone's out there ACDC, the repair reference in question is R76383K
Helpful (0)
Replies (7)0
Replies (7)
ACDC Dynamics's replyOfficial
25 Jun 2019, 11:44Hi Shep,
We apologise for the experience that you have had. Thank you for providing a reference number, we will follow up with our returns department, and give you some feedback ASAP.
We apologise for the experience that you have had. Thank you for providing a reference number, we will follow up with our returns department, and give you some feedback ASAP.
ACDC Dynamics's reply25 Jun 2019, 11:44
Official
Hi Shep,
We apologise for the experience that you have had. Thank you for providing a reference number, we will follow up with our returns department, and give you some feedback ASAP.
We apologise for the experience that you have had. Thank you for providing a reference number, we will follow up with our returns department, and give you some feedback ASAP.
ACDC Dynamics's replyOfficial
27 Jun 2019, 16:22Hi Shep,
We have investigated with our repairs department. Unfortunately we are not in a position to analyse the conditions that the unit was used in, only the unit itself. The unit you returned clearly showed signs of humidity and compensation around the components, which indicates that the unit was used in an environment not suitable to it's application. This is the reason the warranty was rejected.
Currently you are talking to our Repair department manager over email, this is the absolute best person for you to be talking to, we are happy for the conversation to continue in this way if you do not mind.
We have investigated with our repairs department. Unfortunately we are not in a position to analyse the conditions that the unit was used in, only the unit itself. The unit you returned clearly showed signs of humidity and compensation around the components, which indicates that the unit was used in an environment not suitable to it's application. This is the reason the warranty was rejected.
Currently you are talking to our Repair department manager over email, this is the absolute best person for you to be talking to, we are happy for the conversation to continue in this way if you do not mind.
ACDC Dynamics's reply27 Jun 2019, 16:22
Official
Hi Shep,
We have investigated with our repairs department. Unfortunately we are not in a position to analyse the conditions that the unit was used in, only the unit itself. The unit you returned clearly showed signs of humidity and compensation around the components, which indicates that the unit was used in an environment not suitable to it's application. This is the reason the warranty was rejected.
Currently you are talking to our Repair department manager over email, this is the absolute best person for you to be talking to, we are happy for the conversation to continue in this way if you do not mind.
We have investigated with our repairs department. Unfortunately we are not in a position to analyse the conditions that the unit was used in, only the unit itself. The unit you returned clearly showed signs of humidity and compensation around the components, which indicates that the unit was used in an environment not suitable to it's application. This is the reason the warranty was rejected.
Currently you are talking to our Repair department manager over email, this is the absolute best person for you to be talking to, we are happy for the conversation to continue in this way if you do not mind.
SC
Shep C's updateReviewer Update
27 Jun 2019, 17:14Thanks for the reply. Yes, the pictures showed signs of condensation which obviously would have lead to the corrosion but the unit had been in a warehouse in Durban prior to being transported to Johannesburg for a week prior to the pictures being taken! The unit was housed in a room which faces west along with other computer equipment which has withstood at least 18 months in that environment with no problems. Surely a UPS can exist in an environment in which PCs thrive??
The majority of the negative reviews on this forum and on Facebook are to do with rejected warranty claims - this, unfortunately, leads one to believe that ACDC has a problem honouring their warranties.
I am being stonewalled by the service manager, Pieter Conradie, and have asked for his manager's name and email, so far with no success. Perhaps you can give me these details because I would like to escalate the issue?
The majority of the negative reviews on this forum and on Facebook are to do with rejected warranty claims - this, unfortunately, leads one to believe that ACDC has a problem honouring their warranties.
I am being stonewalled by the service manager, Pieter Conradie, and have asked for his manager's name and email, so far with no success. Perhaps you can give me these details because I would like to escalate the issue?
SC
Shep C's update27 Jun 2019, 17:14
Reviewer Update
Thanks for the reply. Yes, the pictures showed signs of condensation which obviously would have lead to the corrosion but the unit had been in a warehouse in Durban prior to being transported to Johannesburg for a week prior to the pictures being taken! The unit was housed in a room which faces west along with other computer equipment which has withstood at least 18 months in that environment with no problems. Surely a UPS can exist in an environment in which PCs thrive??
The majority of the negative reviews on this forum and on Facebook are to do with rejected warranty claims - this, unfortunately, leads one to believe that ACDC has a problem honouring their warranties.
I am being stonewalled by the service manager, Pieter Conradie, and have asked for his manager's name and email, so far with no success. Perhaps you can give me these details because I would like to escalate the issue?
The majority of the negative reviews on this forum and on Facebook are to do with rejected warranty claims - this, unfortunately, leads one to believe that ACDC has a problem honouring their warranties.
I am being stonewalled by the service manager, Pieter Conradie, and have asked for his manager's name and email, so far with no success. Perhaps you can give me these details because I would like to escalate the issue?
ACDC Dynamics's replyOfficial
28 Jun 2019, 07:50Hi Shep,
The type of condensation and resultant corrosion that the unit displayed could not happen in the space of one week in our warehouse in Durban. Again, unfortunately we are not in a position to analyse the conditions that the unit was used in, or any of the other products running together with it, all we can do is analyse the unit in the condition which we receive it.
The service manager is as high as a repairs issue can be escalated, which is why we have said that you are already speaking to the best person for this situation.
The type of condensation and resultant corrosion that the unit displayed could not happen in the space of one week in our warehouse in Durban. Again, unfortunately we are not in a position to analyse the conditions that the unit was used in, or any of the other products running together with it, all we can do is analyse the unit in the condition which we receive it.
The service manager is as high as a repairs issue can be escalated, which is why we have said that you are already speaking to the best person for this situation.
ACDC Dynamics's reply28 Jun 2019, 07:50
Official
Hi Shep,
The type of condensation and resultant corrosion that the unit displayed could not happen in the space of one week in our warehouse in Durban. Again, unfortunately we are not in a position to analyse the conditions that the unit was used in, or any of the other products running together with it, all we can do is analyse the unit in the condition which we receive it.
The service manager is as high as a repairs issue can be escalated, which is why we have said that you are already speaking to the best person for this situation.
The type of condensation and resultant corrosion that the unit displayed could not happen in the space of one week in our warehouse in Durban. Again, unfortunately we are not in a position to analyse the conditions that the unit was used in, or any of the other products running together with it, all we can do is analyse the unit in the condition which we receive it.
The service manager is as high as a repairs issue can be escalated, which is why we have said that you are already speaking to the best person for this situation.
SC
Shep C's updateReviewer Update
28 Jun 2019, 09:01I have once again asked Pieter Conradie for his manager's name and email address because I'd like to now address the issue from the point of view of Customer Service and the reputation of the company as a whole.
SC
Shep C's update28 Jun 2019, 09:01
Reviewer Update
I have once again asked Pieter Conradie for his manager's name and email address because I'd like to now address the issue from the point of view of Customer Service and the reputation of the company as a whole.
SC
Shep C's updateReviewer Update
19 Jul 2019, 08:27Just an update for anyone out there who's interested. After my complaint/claim had been escalated to "higher management" (I was told) on 3 July I waited 2 weeks with no response. A further email to Pieter Conradie elicited the reply that ACDC had repaired the UPS out of "goodwill" (still not acknowledging a valid warranty claim, note!) and that it was being returned to Riverhorse, my nearest branch. After all is said and done I achieved my objective of having my almost new UPS repaired under warranty, although I now have to travel another 200kms to go and collect it. It just shows that persistence can pay off.....
SC
Shep C's update19 Jul 2019, 08:27
Reviewer Update
Just an update for anyone out there who's interested. After my complaint/claim had been escalated to "higher management" (I was told) on 3 July I waited 2 weeks with no response. A further email to Pieter Conradie elicited the reply that ACDC had repaired the UPS out of "goodwill" (still not acknowledging a valid warranty claim, note!) and that it was being returned to Riverhorse, my nearest branch. After all is said and done I achieved my objective of having my almost new UPS repaired under warranty, although I now have to travel another 200kms to go and collect it. It just shows that persistence can pay off.....
ACDC Dynamics's replyOfficial
19 Jul 2019, 08:42Hi Shep,
Thank you for the update. We hope that the situation has been resolved to your satisfaction.
Thank you for the update. We hope that the situation has been resolved to your satisfaction.
ACDC Dynamics's reply19 Jul 2019, 08:42
Official
Hi Shep,
Thank you for the update. We hope that the situation has been resolved to your satisfaction.
Thank you for the update. We hope that the situation has been resolved to your satisfaction.