Shockingly poor service

My husband and I bought our first 50kVA generator from Generator King in May 2023. The only problem we had with it, was an intermittent start problem. Even though it was a brand new machine, we did not receive satisfactory support and service from Generator King. We were left no choice but to resolve it on our own. Thereafter, the generator has been working perfectly. We bought a second 50kVA generator in February 2024, and what was supposed to be an exciting and positive experience (going off grid), has become unpleasant and utterly frustrating. Our generator enclosure was the mirror image of the photo on the brochure attached to the quote (and also that of our first generator), rendering our installation design useless. Our second problem arose when the Service Manager blatantly refused to supply us with the password needed to complete the installation. Furthermore we discovered factory faulty wiring, causing the generator to display negative kW’s generated. Once again we experienced intermittent starting problems. After bringing the issues under the attention of the Service Manager, supplying him with photos, videos and even getting an electrician to confirm the situation, the only response we got, it that we should pay more than R10000 to get a technician to come out. And should he find that the fault is on the part of Generator King, they will replace parts but the call out and transport cost will not be refunded to us. So, is this a money making scheme from Generator King? Sell great generators, but put in a snag to ensure your customers to need to spend more money before they can enjoy the use of their machine? We also run a business and can’t fathom anyone being satisfied with such poor service. Frustratingly, my husband has been told that the service manager’s superior doesn’t take any calls from clients. We will NEVER recommend Generator King to anyone. And we wish we had taken our business elsewhere.