NW
Northlite W
1 reviews | Active since Feb 2023
22 Feb 2023, 15:16
Disappointing performance, assistance and service.
Bought a GK03-55 FAW 50kVA generator from Generator King on the 3rd of February 2023 and installed on 15th of February 2023. Currently the machine is standing on 63hours, but it has an oil leak on the crank seal between the engine and alternator. Finally after Multiple unanswered calls, we got through to them only to hear we must follow the right change of command and give electrical COC's and max load drawn before we can be assisted with any query or warranty claim. Really poor service, bad performance and assistance from a company of their claimed stature.
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Generator King's replyOfficial
06 Sept 2023, 13:00Dear Northlite Electrical,
We're truly sorry to hear about your disappointing experience with your Generator King GK03-55 FAW 50kVA generator. Your feedback is deeply concerning, and we want to extend my sincere apologies for the inconvenience and frustration you've faced.
The fact that your generator, with only 63 hours of operation, is experiencing an oil leak on the crank seal is entirely unacceptable. We understand the frustration and inconvenience this must have caused you.
The generator passed all of our Pre-Delivery Inspection (PDI) Tests and showed no signs of any fault or leak prior to delivery to you.
With regards to obtaining a COC and Load Draw reading; this is critical in order for us to begin diagnosing what may have caused the issue. Often times there could be an installation issue or over-loading of the generator that can cause issue. In these instances, the COC and Load Report help us get to the heart of the matter to diagnose and fix the issues you faced.
Furthermore, the difficulties you encountered in reaching our customer support and the request for additional documentation before assistance or warranty claims were considered are not reflective of our standards of service. We have bolstered our support and communications to better address these concerns moving forward.
Your feedback is invaluable, and we have taken steps to investigate this situation thoroughly. Rest assured that we are dedicated to improving our service quality and rectifying any shortcomings on our levels of customer support.
Once again, we sincerely apologize for the frustration you've experienced. We hope that you'll consider giving us another opportunity to provide you with the service and support you expect from Generator King.
Best regards,
Customer Care Team
Generator King
We're truly sorry to hear about your disappointing experience with your Generator King GK03-55 FAW 50kVA generator. Your feedback is deeply concerning, and we want to extend my sincere apologies for the inconvenience and frustration you've faced.
The fact that your generator, with only 63 hours of operation, is experiencing an oil leak on the crank seal is entirely unacceptable. We understand the frustration and inconvenience this must have caused you.
The generator passed all of our Pre-Delivery Inspection (PDI) Tests and showed no signs of any fault or leak prior to delivery to you.
With regards to obtaining a COC and Load Draw reading; this is critical in order for us to begin diagnosing what may have caused the issue. Often times there could be an installation issue or over-loading of the generator that can cause issue. In these instances, the COC and Load Report help us get to the heart of the matter to diagnose and fix the issues you faced.
Furthermore, the difficulties you encountered in reaching our customer support and the request for additional documentation before assistance or warranty claims were considered are not reflective of our standards of service. We have bolstered our support and communications to better address these concerns moving forward.
Your feedback is invaluable, and we have taken steps to investigate this situation thoroughly. Rest assured that we are dedicated to improving our service quality and rectifying any shortcomings on our levels of customer support.
Once again, we sincerely apologize for the frustration you've experienced. We hope that you'll consider giving us another opportunity to provide you with the service and support you expect from Generator King.
Best regards,
Customer Care Team
Generator King
Generator King's reply06 Sept 2023, 13:00
Official
Dear Northlite Electrical,
We're truly sorry to hear about your disappointing experience with your Generator King GK03-55 FAW 50kVA generator. Your feedback is deeply concerning, and we want to extend my sincere apologies for the inconvenience and frustration you've faced.
The fact that your generator, with only 63 hours of operation, is experiencing an oil leak on the crank seal is entirely unacceptable. We understand the frustration and inconvenience this must have caused you.
The generator passed all of our Pre-Delivery Inspection (PDI) Tests and showed no signs of any fault or leak prior to delivery to you.
With regards to obtaining a COC and Load Draw reading; this is critical in order for us to begin diagnosing what may have caused the issue. Often times there could be an installation issue or over-loading of the generator that can cause issue. In these instances, the COC and Load Report help us get to the heart of the matter to diagnose and fix the issues you faced.
Furthermore, the difficulties you encountered in reaching our customer support and the request for additional documentation before assistance or warranty claims were considered are not reflective of our standards of service. We have bolstered our support and communications to better address these concerns moving forward.
Your feedback is invaluable, and we have taken steps to investigate this situation thoroughly. Rest assured that we are dedicated to improving our service quality and rectifying any shortcomings on our levels of customer support.
Once again, we sincerely apologize for the frustration you've experienced. We hope that you'll consider giving us another opportunity to provide you with the service and support you expect from Generator King.
Best regards,
Customer Care Team
Generator King
We're truly sorry to hear about your disappointing experience with your Generator King GK03-55 FAW 50kVA generator. Your feedback is deeply concerning, and we want to extend my sincere apologies for the inconvenience and frustration you've faced.
The fact that your generator, with only 63 hours of operation, is experiencing an oil leak on the crank seal is entirely unacceptable. We understand the frustration and inconvenience this must have caused you.
The generator passed all of our Pre-Delivery Inspection (PDI) Tests and showed no signs of any fault or leak prior to delivery to you.
With regards to obtaining a COC and Load Draw reading; this is critical in order for us to begin diagnosing what may have caused the issue. Often times there could be an installation issue or over-loading of the generator that can cause issue. In these instances, the COC and Load Report help us get to the heart of the matter to diagnose and fix the issues you faced.
Furthermore, the difficulties you encountered in reaching our customer support and the request for additional documentation before assistance or warranty claims were considered are not reflective of our standards of service. We have bolstered our support and communications to better address these concerns moving forward.
Your feedback is invaluable, and we have taken steps to investigate this situation thoroughly. Rest assured that we are dedicated to improving our service quality and rectifying any shortcomings on our levels of customer support.
Once again, we sincerely apologize for the frustration you've experienced. We hope that you'll consider giving us another opportunity to provide you with the service and support you expect from Generator King.
Best regards,
Customer Care Team
Generator King