48 Hours Generator Warranty ****!!! Beware!!!

I bought the Ryobi RG-950 Generator (950W) at Blu Valley Cash Crusaders on 22 December 2020 for R1500.00. The intention of the purchase was to use the generator for drilling purposes when installing the solar system at my mom’s place in North of PTA and to use it thereafter as a back-up for a refrigerator during cloudy days.

The generator started giving problems on 28 December 2020, on start-up it will remain on briefly then switch off thereafter. I took the generator to the store on Friday 08 January 2021, the store rep tested it and it switched itself shortly after running as described above. The store rep said I should leave the generator in-store and a technician will test it on Monday 11 January 2021. I then left it at the store.

On Monday 11 January 2021 I received a call from the store informing that the technician tested the generator and found that I overloaded the generator. I disputed this allegation and informed him that it is impossible for me to have overloaded the generator because the drill which I was using (Ryobi Impact Drill 500W (HID-500) was drawing at most 350W when used. The fridge was drawing at most 100W when powered from the inverter. I informed him that the fridge was only powered from the inverter (solar system) because the generator was no longer working by the time I finished with the solar system installation. The values above were measured with a Sonoff Power Meter and they are repeatable. The store rep insisted that I overloaded it and the storeowner is refusing to refund me or to repair the generator. I asked to speak with storeowner and the rep said I cannot do it over the phone; I will have to come to the store.

I went to the store on again on 11 January 2021 and spoke to Tatenda . He repeated the narrative provided by the store rep earlier on over the phone. I asked for a diagnostic report of the fault and said they do not have it. He told me the technician came to their store on Sunday 10 January 2021 and the generator ran for 30 minutes without stopping. He also told me they powered a 2200W kettle, a claim I found hard to believe. He then said the technician would have to come to my mom’s place to test if the generator is capable of powering my load (the fridge). I explained to him that the fridge is in North of PTA and it does not make financial sense to drive there just to do the test. We agreed that the technician would come to my place and test the generator with my fridge (which is bigger than my mom’s fridge). He said I should take the generator with me. I left the store perplexed about this arrangement as Tatenda told me he has to do stock taking.

On Tuesday 12 January 2021 I called the store again and spoke to Wellington requesting the contact numbers of the generator technician that I will meet over the weekend. Wellington told me that he would first have to confirm with the technician to see if he agrees to give me his number. I told him I do not see why this is a big deal since I have to meet the technician in any case. He refused. I went to the store on the same day and asked to speak to Wellington regarding the issue of the technician contact details. While I was speaking to Wellington, Tatenda interrupted said they cannot give the contact details of the technician because he is a third party. At this point, I was agitated and requested to speak to the manager, Tatenda identified himself as the storeowner and I was surprised at how he is handling this issue. After exchange of words, I told him he is running the store like a ****a shop, a remark he did not take kindly.

Tatenda insisted that as a store, they are the main contact of the generator technician and they are responsible for making appointments with him. I explained to him that when I left the store with my generator, I got the impression that the store is washing their hands and leaving me at the mercy of the technician, hence my insistence on getting the technician’s contacts. I told Tatenda he has an obligation to repair the generator or to refund me. He showed me a back of a slip (not mine) which shows that the warranty of generators is only valid for 48 hours and as such, he is not taking responsibility for my generator since the warranty period has long elapsed. I told him I bought the generator under the impression that it is covered for 6 months (that is what is printed on my slip) and would not have purchased it if I knew the warranty is only covering 48 hours.

After a long discussion and an apology from me for saying he is running his store like a ****a shop, Tatenda gave me an assurance that he will refund me if the technician can prove that I did not overload the generator. He said he would arrange with the technician to come to my place in North of JHB to test the generator with my fridge on Saturday 16 January 2021. He asked me to send him the specifications of the generator and my mom’s fridge. I sent him the specifications via Whatsapp on the same day.

I sent a Whatsapp to Tatenda on Wednesday 13 January 2021 requesting to postpone my appointment with his technician to next weekend (23/24 January 2021) and he agreed. On Thursday 21 January 2021 I sent a Whatsapp to Tatenda informing him that I will be available on weekend and he should make arrangements with his technician to come over my place. On Friday 22 January 2021 I informed him of my unavailability on Saturday (23 January 2021) and asked him to make the appointment for Sunday 24 January 2021 and he responded by saying he will call the technician. On Sunday 23 January 2021 I sent him another Whatsapp and he did not respond until today as I am writing this email.

It is clear from the above information that Blu Valley Cash Crusaders has no intention to repair or refund me for the faulty generator and they are apportioning the blame on me without factual evidence. This is an unaccepted level of customer service and I feel like I am being ****** of my hard earned money. If Tatenda had explained to me about the 48 hours clause when I was buying this generator, I would not have bought it. Why would I buy it if I could get a similar but new generator for a difference if R500 at another store with a 12 months warranty? I am writing this complaint in order to seek clarity on the way forward. The best solution for me now is to get a refund. The last option is to get the generator repaired by a technician of my choice.