Hellopeter
Share Your Experience
CV
Corrie V

1 reviews | Active since Nov 2024

29 Nov 2024, 09:02

After sales service of Generator King TERRIBLE!!

We bought 5 generators of varies sizes from Generator King over the past 3 years. We developed a problem with our latest purchase of a 138-kVa generator that is still under warrantee. (Safriblue Blueberry farm). We currently have an Eskom power outage on the farm and need the generator urgently. We have a fruit cooling facility where export fruit needs to be cooled to under 5 degrees Celsius and cannot afford to be without the service of this generator. We contacted Generator King to urgently assist and was told they can only help within a week. We then requested to speak to the owner and was told he does not take any calls?? Due to this we were forced to hire a generator which is costing us thousands unnecessarily!!! The after sales service of Generator Kind is by the least terrible and has the potential to cost your business millions. DO NOT DEAL WITH THEM!

0
Replies (1)
Generator King
Generator King's reply11 Dec 2024, 09:04
Official
Dear Corrie,

Thank you for bringing your concerns to our attention. We take all feedback seriously and would like to clarify the situation to ensure transparency.

Upon your request, we promptly provided a warranty call-out quotation. Following confirmation that the alternator on the unit had burned out, it was explained that to determine the cause of failure and adhere to the warranty process, an onsite diagnosis was necessary while the unit remained connected. Although our schedule was fully booked for your requested date, we made arrangements to allocate a technician to your site on November 29, 2024.

Unfortunately, the circumstances were challenging:
  • The replacement of a unit of this size cannot be completed onsite or on the same day due to its complexity
  • .Proper warranty procedures require comprehensive diagnostics and supporting documentation, which ensures a thorough and fair resolution.

Regrettably, your refusal to wait for the diagnostic process and unwillingness to cover the call-out fee meant we could not proceed with the repair or warranty submission. While we understand the urgency of the situation, immediate repairs without proper evaluation would not align with warranty protocols or our commitment to delivering reliable service.

We value your business and would be happy to assist further if you reconsider proceeding within the necessary framework. Please feel free to reach out if you have any questions or wish to discuss this matter further.

Kind regards,

Generator King Customer Support