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Carla K

1 reviews | Active since Jan 2022

14 Feb 2025, 11:03

Bad customer service and products

Our company purchased an inverter form AC DC Express Centurion, upon the first use the overload sign was already on, and after close inspection you could see that the product was used before, we returned the faulty item and was informed that it will be sent in for assessment and repairs, however if you buy a brand new product it should work and not be repaired as you paid for something new, they have now done their assessment and advised that it was due to overload, yet there is an overload protector which was then obviously not working, they also dont give you their return policy on these products when you purchase it you are given a copy upon return, if they had shown us their policy before hand we would have never purchased the product, the staff also didnt deal with the manner in a professional way

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Replies (2)
ACDC Express
ACDC Express's reply14 Feb 2025, 13:55
Official
Dear Carla,

Thank you for taking the time to share your concerns with us. We were sorry to hear that your experience did not meet your expectations.

We strive to ensure customer satisfaction, and we will further review this concern, whereafter we will furnish you with feedback.  

If you have any questions or need assistance in the meantime, please feel free to reach out to us. 

We’re here to help. 

Kind regards 
ACDC Express 
Customer Care Team 
ACDC Express
ACDC Express's reply28 Feb 2025, 12:38
Official
 
Dear Carla, 

Thank you for your patience while we investigated your concerns regarding your experience at ACDC Express Centurion.
We sincerely regret the delay in our response, as a recent system failure significantly impacted our usual service efficiency. We truly appreciate your understanding as we work to navigate these challenges.

Following a thorough investigation, we determined the following:
  1. Your PBU-PS-1300 unit was returned to ACDC Express Centurion as it entered protection mode when powered on. A detailed assessment at our Repairs Department revealed that this was caused by a short-circuited output MOSFET, which triggered the unit’s protection system to prevent further damage. From our experience, this type of issue is not typically due to a manufacturing defect, workmanship fault, or faulty components, but rather overloading conditions, such as excessive current demand or thermal stress beyond the MOSFET's rated capacity. As a result, this did not qualify as a warranty claim.
  2. While the unit does include an overload protector, it’s important that it is used within its rated specifications to prevent potential damage. Our assessment confirmed that the protection system functioned as intended, minimizing damage and resulting in only a minor cost to repair.  
  3. A store-level investigation verified that the unit was sold in its original, sealed packaging, making prior use highly unlikely.
We acknowledge that the interaction at the time of return became increasingly challenging, and we regret any misunderstandings that may have contributed to this. As a gesture of goodwill, ACDC covered the full repair cost, and the unit was thoroughly tested to ensure it was in perfect working condition before being returned.

We’re happy to confirm that your unit was collected from ACDC Express Centurion on 24/02/2025
We truly hope this resolution meets your expectations. If you need any further assistance, please don’t hesitate to reach out—we’re always happy to help!


Kind regards
ACDC Express Customer Service Team