CR
Clive R
1 reviews | Active since Dec 2022
27 Feb 2024, 11:17
Refusal to offer telephonic operational advice.
<div>In the past, Generator King have given me technical advice over the phone regarding an FAW 22KVA emergency diesel generator. I am not at home to consult my printed operating manual and cannot find an operating manual on-line. Hence a call to Genking for operating advice that I could pass on to my adult son who is at home. Today, ****, their technial advisor refused to even take a simple operational query from me and insisted that he would book a callout for their technician to come resolve whatever my problem is. I feel that this is simply ************.</div>
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Replies (3)0
Replies (3)
Generator King's replyOfficial
27 Feb 2024, 13:33Good day, Clive,
Thank you for reaching out to us, and we appreciate your feedback regarding your recent experience with Generator King's technical support.
We sincerely apologise for any inconvenience or frustration caused by the response you received from Chris, our technical advisor. It's important to us that our customers receive the support and assistance they need, especially when it comes to operating our generators effectively.
We offered to send a technician to site to explain to your domestic worker how to operate the unit, rather than issuing instructions to you to relay to her. This is contrary to the SHEQ standards and something that our technicians are not permitted to do by law. The last thing we want is for someone to get hurt with their hands near live electrical connections.
If you would like a technician to report to site, please do let us know on ***
Thank you for bringing this matter to our attention, and we appreciate the opportunity to address your concerns.
Best Regards,
Customer Support Team
Generator King
Thank you for reaching out to us, and we appreciate your feedback regarding your recent experience with Generator King's technical support.
We sincerely apologise for any inconvenience or frustration caused by the response you received from Chris, our technical advisor. It's important to us that our customers receive the support and assistance they need, especially when it comes to operating our generators effectively.
We offered to send a technician to site to explain to your domestic worker how to operate the unit, rather than issuing instructions to you to relay to her. This is contrary to the SHEQ standards and something that our technicians are not permitted to do by law. The last thing we want is for someone to get hurt with their hands near live electrical connections.
If you would like a technician to report to site, please do let us know on ***
Thank you for bringing this matter to our attention, and we appreciate the opportunity to address your concerns.
Best Regards,
Customer Support Team
Generator King
Generator King's reply27 Feb 2024, 13:33
Official
Good day, Clive,
Thank you for reaching out to us, and we appreciate your feedback regarding your recent experience with Generator King's technical support.
We sincerely apologise for any inconvenience or frustration caused by the response you received from Chris, our technical advisor. It's important to us that our customers receive the support and assistance they need, especially when it comes to operating our generators effectively.
We offered to send a technician to site to explain to your domestic worker how to operate the unit, rather than issuing instructions to you to relay to her. This is contrary to the SHEQ standards and something that our technicians are not permitted to do by law. The last thing we want is for someone to get hurt with their hands near live electrical connections.
If you would like a technician to report to site, please do let us know on ***
Thank you for bringing this matter to our attention, and we appreciate the opportunity to address your concerns.
Best Regards,
Customer Support Team
Generator King
Thank you for reaching out to us, and we appreciate your feedback regarding your recent experience with Generator King's technical support.
We sincerely apologise for any inconvenience or frustration caused by the response you received from Chris, our technical advisor. It's important to us that our customers receive the support and assistance they need, especially when it comes to operating our generators effectively.
We offered to send a technician to site to explain to your domestic worker how to operate the unit, rather than issuing instructions to you to relay to her. This is contrary to the SHEQ standards and something that our technicians are not permitted to do by law. The last thing we want is for someone to get hurt with their hands near live electrical connections.
If you would like a technician to report to site, please do let us know on ***
Thank you for bringing this matter to our attention, and we appreciate the opportunity to address your concerns.
Best Regards,
Customer Support Team
Generator King
CR
Clive R's updateReviewer Update
27 Feb 2024, 17:37I did not need instructions on how to operate the generator normally. I wanted to learn more about the technical details associated with the generator controller. I am a professional Electrical Engineer with over 50 years experience in the electrical generation field in South Africa, but could not find sufficient info on line about my specific controller or my specific problem. I tried to explain to Chris that I was looking for operational detail, but he absolutely refused to even give me an opportunity to ask any questions.
I believe that your response is disengenuous and attempts to explain away your technician's unwillingness or inability to engage in constructive information sharing.
I remain disappointed in your company's poor after sales service.
I believe that your response is disengenuous and attempts to explain away your technician's unwillingness or inability to engage in constructive information sharing.
I remain disappointed in your company's poor after sales service.
CR
Clive R's update27 Feb 2024, 17:37
Reviewer Update
I did not need instructions on how to operate the generator normally. I wanted to learn more about the technical details associated with the generator controller. I am a professional Electrical Engineer with over 50 years experience in the electrical generation field in South Africa, but could not find sufficient info on line about my specific controller or my specific problem. I tried to explain to Chris that I was looking for operational detail, but he absolutely refused to even give me an opportunity to ask any questions.
I believe that your response is disengenuous and attempts to explain away your technician's unwillingness or inability to engage in constructive information sharing.
I remain disappointed in your company's poor after sales service.
I believe that your response is disengenuous and attempts to explain away your technician's unwillingness or inability to engage in constructive information sharing.
I remain disappointed in your company's poor after sales service.
Generator King's replyOfficial
23 Dec 2024, 14:38Good day Clive,
Unfortunately we do not offer any remote support assistance, due to the high risk for possible injury or loss of life when dealing with high voltage equipment.
We however will be able to provide a technician on site that will be able to assist with commissioning as well as on-site training and information regarding the specific unit and the operation thereof.
Our customers can then also request any technical information regarding the unit, should the information be relevant to the operational or specification requirements of the unit.
We hope this meets your expectations and thank you for your understanding.
Yours in Power
Generator King
Customer Support
Unfortunately we do not offer any remote support assistance, due to the high risk for possible injury or loss of life when dealing with high voltage equipment.
We however will be able to provide a technician on site that will be able to assist with commissioning as well as on-site training and information regarding the specific unit and the operation thereof.
Our customers can then also request any technical information regarding the unit, should the information be relevant to the operational or specification requirements of the unit.
We hope this meets your expectations and thank you for your understanding.
Yours in Power
Generator King
Customer Support
Generator King's reply23 Dec 2024, 14:38
Official
Good day Clive,
Unfortunately we do not offer any remote support assistance, due to the high risk for possible injury or loss of life when dealing with high voltage equipment.
We however will be able to provide a technician on site that will be able to assist with commissioning as well as on-site training and information regarding the specific unit and the operation thereof.
Our customers can then also request any technical information regarding the unit, should the information be relevant to the operational or specification requirements of the unit.
We hope this meets your expectations and thank you for your understanding.
Yours in Power
Generator King
Customer Support
Unfortunately we do not offer any remote support assistance, due to the high risk for possible injury or loss of life when dealing with high voltage equipment.
We however will be able to provide a technician on site that will be able to assist with commissioning as well as on-site training and information regarding the specific unit and the operation thereof.
Our customers can then also request any technical information regarding the unit, should the information be relevant to the operational or specification requirements of the unit.
We hope this meets your expectations and thank you for your understanding.
Yours in Power
Generator King
Customer Support