KM
Khanyisile M
1 reviews | Active since Feb 2024
20 Jan 2025, 16:11
Terrible product and customer service at ACDC EXPRESS NELSPRUIT.
Terrible service at ACDC Express NELSPRUIT. I bought a 24VDC 6.2A(150W) REGULATED POWER SUPPLY AND 24 VDC COB LED WARM WHITE STRIP LIGHT IP20 10E/M/5M. When the electrician was testing the power supply, he discovered that it was not working and took it back to the store. At the store, was informed that the power supply was damaged and the guy who was assisting me took a new power supply from the store and tested it with the store strip light and discovered that the store strip light were not working, hence I was advised to bring along the strip light that was already installed on the celling at home. On the 11.01.2025 I went back to the store with both the power supply and the strip light, however I was informed that I need to fill in a form that will be send to their technician together with the strip light and power supply. On the 16.01.2025 I received a call from store telling me that the strip light are working , but the power supply is damaged and there's nothing they can assist me with, hence I have to come to the store and collect the items. I went to the store on the 20th of January 2025, I tried to speak with the manger Mr. Andries Mulder who was rude to me and told me were to get off when I was requesting for new power supply. Hence I left the store without being assisted.
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Replies (2)
ACDC Express's replyOfficial
21 Jan 2025, 09:44Dear Khanyisile,
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 investigate this concern with the ACDC Express store, 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
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 investigate this concern with the ACDC Express store, 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's reply21 Jan 2025, 09:44
Official
Dear Khanyisile,
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 investigate this concern with the ACDC Express store, 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
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 investigate this concern with the ACDC Express store, 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's replyOfficial
23 Jan 2025, 14:15Dear Khanyisile,
Thank you for allowing us the opportunity to investigate the concerns you raised regarding the 24VDC 6.2A (150W) Regulated Power Supply (Part No: SNP-150W/24) purchased from ACDC Express, Nelspruit. We greatly value your feedback and are committed to addressing all concerns with care and transparency.
Upon review, we confirmed that the power supply was purchased on December 30, 2024, along with other products, including the 24VDC COB LED Warm White Strip Light (Part No: LD-COB-R-WW). It was later returned to the store after your electrician reported it as non-functioning.
During your visit to the store, it was noted that the voltage selector switch on the power supply had been set to 110VAC instead of 230VAC. Our Store Manager, John, emphasised the importance of verifying voltage settings prior to installation to avoid operational issues.
To ensure a thorough assessment, the unit was sent to the Repair Department at ACDC Dynamics Head Office for further evaluation. Unfortunately, their findings indicated that the incorrect voltage selection had caused internal component damage, and the extent of the damage rendered the product uneconomical to repair.
Regrettably, issues caused by incorrect setup do not fall under manufacturing defects, workmanship issues, or component failures and, therefore, fall outside the scope of our warranty policy (found here for your consideration - https://acdc.co.za/content/17-warranty-policy).
We understand that this outcome may not align with your expectations, however, please be assured that Andries and John made every effort to assist, including offering a replacement unit at a significantly discounted rate as a gesture of goodwill (without any waiver of our rights: all of which are fully reserved). We regret that this offer was declined and that their further efforts to find a resolution were unsuccessful.
We appreciate your understanding in this matter and remain committed to providing quality products and excellent service.
Should you wish to reconsider the goodwill offer or require additional assistance, please don’t hesitate to reach out to us.
Kind Regards
ACDC Express Customer Service Team
Thank you for allowing us the opportunity to investigate the concerns you raised regarding the 24VDC 6.2A (150W) Regulated Power Supply (Part No: SNP-150W/24) purchased from ACDC Express, Nelspruit. We greatly value your feedback and are committed to addressing all concerns with care and transparency.
Upon review, we confirmed that the power supply was purchased on December 30, 2024, along with other products, including the 24VDC COB LED Warm White Strip Light (Part No: LD-COB-R-WW). It was later returned to the store after your electrician reported it as non-functioning.
During your visit to the store, it was noted that the voltage selector switch on the power supply had been set to 110VAC instead of 230VAC. Our Store Manager, John, emphasised the importance of verifying voltage settings prior to installation to avoid operational issues.
To ensure a thorough assessment, the unit was sent to the Repair Department at ACDC Dynamics Head Office for further evaluation. Unfortunately, their findings indicated that the incorrect voltage selection had caused internal component damage, and the extent of the damage rendered the product uneconomical to repair.
Regrettably, issues caused by incorrect setup do not fall under manufacturing defects, workmanship issues, or component failures and, therefore, fall outside the scope of our warranty policy (found here for your consideration - https://acdc.co.za/content/17-warranty-policy).
We understand that this outcome may not align with your expectations, however, please be assured that Andries and John made every effort to assist, including offering a replacement unit at a significantly discounted rate as a gesture of goodwill (without any waiver of our rights: all of which are fully reserved). We regret that this offer was declined and that their further efforts to find a resolution were unsuccessful.
We appreciate your understanding in this matter and remain committed to providing quality products and excellent service.
Should you wish to reconsider the goodwill offer or require additional assistance, please don’t hesitate to reach out to us.
Kind Regards
ACDC Express Customer Service Team
ACDC Express's reply23 Jan 2025, 14:15
Official
Dear Khanyisile,
Thank you for allowing us the opportunity to investigate the concerns you raised regarding the 24VDC 6.2A (150W) Regulated Power Supply (Part No: SNP-150W/24) purchased from ACDC Express, Nelspruit. We greatly value your feedback and are committed to addressing all concerns with care and transparency.
Upon review, we confirmed that the power supply was purchased on December 30, 2024, along with other products, including the 24VDC COB LED Warm White Strip Light (Part No: LD-COB-R-WW). It was later returned to the store after your electrician reported it as non-functioning.
During your visit to the store, it was noted that the voltage selector switch on the power supply had been set to 110VAC instead of 230VAC. Our Store Manager, John, emphasised the importance of verifying voltage settings prior to installation to avoid operational issues.
To ensure a thorough assessment, the unit was sent to the Repair Department at ACDC Dynamics Head Office for further evaluation. Unfortunately, their findings indicated that the incorrect voltage selection had caused internal component damage, and the extent of the damage rendered the product uneconomical to repair.
Regrettably, issues caused by incorrect setup do not fall under manufacturing defects, workmanship issues, or component failures and, therefore, fall outside the scope of our warranty policy (found here for your consideration - https://acdc.co.za/content/17-warranty-policy).
We understand that this outcome may not align with your expectations, however, please be assured that Andries and John made every effort to assist, including offering a replacement unit at a significantly discounted rate as a gesture of goodwill (without any waiver of our rights: all of which are fully reserved). We regret that this offer was declined and that their further efforts to find a resolution were unsuccessful.
We appreciate your understanding in this matter and remain committed to providing quality products and excellent service.
Should you wish to reconsider the goodwill offer or require additional assistance, please don’t hesitate to reach out to us.
Kind Regards
ACDC Express Customer Service Team
Thank you for allowing us the opportunity to investigate the concerns you raised regarding the 24VDC 6.2A (150W) Regulated Power Supply (Part No: SNP-150W/24) purchased from ACDC Express, Nelspruit. We greatly value your feedback and are committed to addressing all concerns with care and transparency.
Upon review, we confirmed that the power supply was purchased on December 30, 2024, along with other products, including the 24VDC COB LED Warm White Strip Light (Part No: LD-COB-R-WW). It was later returned to the store after your electrician reported it as non-functioning.
During your visit to the store, it was noted that the voltage selector switch on the power supply had been set to 110VAC instead of 230VAC. Our Store Manager, John, emphasised the importance of verifying voltage settings prior to installation to avoid operational issues.
To ensure a thorough assessment, the unit was sent to the Repair Department at ACDC Dynamics Head Office for further evaluation. Unfortunately, their findings indicated that the incorrect voltage selection had caused internal component damage, and the extent of the damage rendered the product uneconomical to repair.
Regrettably, issues caused by incorrect setup do not fall under manufacturing defects, workmanship issues, or component failures and, therefore, fall outside the scope of our warranty policy (found here for your consideration - https://acdc.co.za/content/17-warranty-policy).
We understand that this outcome may not align with your expectations, however, please be assured that Andries and John made every effort to assist, including offering a replacement unit at a significantly discounted rate as a gesture of goodwill (without any waiver of our rights: all of which are fully reserved). We regret that this offer was declined and that their further efforts to find a resolution were unsuccessful.
We appreciate your understanding in this matter and remain committed to providing quality products and excellent service.
Should you wish to reconsider the goodwill offer or require additional assistance, please don’t hesitate to reach out to us.
Kind Regards
ACDC Express Customer Service Team