Beware of Purchasing Ellies Surge Protector and POOR Customer Service

I purchased an Ellies Multiplug 1 x 16AMP + 1 x Sch Adaptor in September 2022. On 29th May 2023 when I switched my television set on, the television did not work, which was attached to the Ellies Multiplug 1 x 16AMP + 1 x Sch Adaptor.. I took the television into a local audio visual repair service provider, who advised that the main board was faulty as a result of a power surge. I requested a damage report, which I sent to Ellies.

I sent an e-mail to Ellies Customer Support on the 30th May 2023 advising them of their surge protector failure.

I requested to please advise how I can submit a claim to Ellies for the replacement of the damaged television because of the failure of an Ellies surge protector, and to replace the 12 Way Surge Power Protector and Multiplug 1 x 16AMP + 1 x Sch Adaptor.

I sent several e-mails to them requesting a response. On the 9th June 2023 they responded and asked “--confirm that all your appliances were connected to the surge protector plug and that no extension cord or multi plug was used.” And “Please take your affected appliance, surge plugs, warranty documents to your nearest Ellies trade counter for further assessment.” I responded on the same day stating, amongst other things, that “---our inverter was plugged into the Ellies surge protector and the appliance, namely the television that was damaged by a power surge, was connected to the inverter” and “Regarding the affected appliance being assessed by Ellies trade counter, for the record it was assessed by a local audio visual equipment repair service provider and a report was generated and supp**** to our insurance company. As a result of our insurance policy there was an excess of R3 000 payable and that is the amount that I am requesting Ellies Holdings to settle as well as replacing the surge protector. With respect to the warranty, according to Ellies Holdings website "All of our products are backed by a 12-month warranty ..........to show our commitment to high-quality products." That is the warranty that I expect that Ellies Holdings will uphold. Consequently, it is expected that Ellies Holdings will be unashamedly ethical and do the right thing and settle what has been requested and replace the surge protector. If Ellies Holdings is not prepared to replace their damaged surge protector with their own surge protector because it is not a high quality product then please provide another supplier's surge protector.”

On the 13th June they responded stating “Thank you for your email. Before any payout is made an assessment is done and we wait for the report to determine what caused the fault on the plug or on your appliance. Please take your affected appliance,surge plug ,warranty documents to 302 Boomstreet Pietermaritzburg.”

My response to their request on the 14th June 2023 was “I understand an assessment needs to be made but unfortunately I do not live in Pietermaritzburg ---. According to Ellies Fab Sheets 'Surge Safe Plug has a built-in mains tester. ... Shows if the surge protector is working correctly.' This was not working. So please advise who I can take my surge protector plug in Howick for them to take it to Ellies Pietermaritzburg to be assessed and/or what agent do you have in Howick who can undertake the assessment? Regarding wanting my warranty document as I stated in my 9th June 2023, which you appeared to have not read, I stated that "With respect to the warranty, according to Ellies Holdings website "All of our products are backed by a 12-month warranty ..........to show our commitment to high-quality products." That is the warranty that I expect that Ellies Holdings will uphold."

On the 19th June 2023 I was advised by Strini Mark Pulingam via e-mail that “Our team will be coming out to you on Wednesday to uplift your surge plug and damaged equipment (TV).” I had a telecom with Strini Mark Pulingam and advised that the television had been taken to the audio video visual equipment repair service, so was unavailable to be assessed . Then as a follow-up on the 20th June 2023 I advised Ellies that “--the TV was assessed by an audio visual equipment repair service provider and they reported that the damage to our television was caused by a power surge. And the ‘report was attached to my initial e-mail to Ellies.

The surge protector was collected and in an e-mail dated 21st June 2023 Trade Counter Manager stated “Please treat this as high priority.” I followed up on the 28th June 2023 because it appeared that Ellies were not treating this matter as high priority. On the 29th June 2023 Project Manager (KZN) Commercial Solutions responded stating that “I have followed up on your report, unit has been assessed, report is being finalized and will be sent through during the course of today.” Report was received to which I responded as follows - --- you state under 'TECHNICAL CONCLUSION' that "There is no evidence of a surge on the Surge Protector." The statement is incorrect because the evidence of a power surge is in the 'Damage Report on JVC 40" LED TV' received from an audio visual equipment repair service provider, an independent organisation, who stated that "Damage caused by power surge." As the evaluation of my television was performed by an independent service provider as opposed to Ellies, who were not independent in evaluating their own device but rather undertook an evaluation themselves, the question that beckons is "whose 'report/evaluation' is more credible"?”

I further stated that “My understanding is that a surge protector should be a device that protects electronic equipment from power surges or "spikes. Therefore, the fact my television was damaged by a power surge yet the Ellies surge protector was not ‘visibly damaged’ infers that the Ellies surge protector failed. Despite this failure there is no 'corrective action by Elllies' in the PRODUCT EVALUATION indicating what remediation regarding my television that was damaged and/or other corrective steps.”

On the 3rd July 2023 I sent another e-mail stating, inter alia, that “I am placing on record that in your PRODUCT EVALUATION on my Ellies Surge Protector at item 4 you stated “Neon (indicator) is blackened”. Furthermore in your 'Surge Product Findings"you state at point three - "The Ellies surge protector light has only burnt out." According to industry sources, a surge light should be continually illuminated to reflect the device is functional and provides protection. If the surge light is NOT illuminated it indicates that the surge protector has received a catastrophic surge. All Ellie can say is "--only burnt out." i.e. the surge protector is still safe to use.”

No response was received to the 3rd July 2023 and the Ellies surge protector had still not been returned ao I followed up on the 10th July 2023. On the 12th July 2023 the Project Manager (KZN) Commercial Solutions advised that surge protector will be returned on the 13th July 2023. I responded on the same day that “I find it astonishing that Ellies have not responded to my 3rd July 2023 e-mail, but in reading reviews from Ellies customers I suppose this is what is what should be expected. What an indictment of Ellies values regarding not only their products but also customer service.”

I received the 'damaged Ellies surge protector' on the 13th July 2023 and advised Xolani Radebe on the same day but no further communication was received and/or action taken. Beware when purchasing Ellies surge protectors because their response/action demonstrate they do not really show their commitment to high-quality products because if they did they would have provided a replacement surge protector. Instead they merely returned a ‘damaged surge protector’ thus not upholding their own warranty claim on their website that states “All of our products are backed by a 12-month warranty.”