Gentech Industries

Good Day, 2023.02.23

I am from Durban, South Africa

I had purchased a new Gentech Generator GP8500AS and the user manual does not have the wiring diagram on how to connect and wire the ATS.

I contacted Dean from Genetech Industries (Technical Division) on Tuesday 2023.02.21 at about 12h30 requesting a wiring diagram to connect the generator. He advised me to purchase a 6 pin plug and drop him an email requesting a wiring diagram, of which I had sent Dean a mail at 12h35 on the same day.

I did not receive any communication from Dean for the rest of the day.

On Wednesday 2023.02.22 at 10h21, I sent a mail to Dean enquiring if he has any news for me, of which he had not rep****.

At 12h07 I called Dean to enquire about my request, his reply was that he is waiting for the Head Office from Australia to respond, ......I found this very disappointing that I was not kept updated.

He referred me to Kam, who had promised that I would receive a mail today because because Australia has an 8 hour time difference, (This did not make any sense to me). I did not receive any mail from Dean of Kam.

So I mailed customer care, I received a mail from Agnes Kgasi at 12h40 today, she marked the mail for Kam's attention to assist me accordingly. I had requested assistance from Kam and Dean via mail at 15h24 today. And I still do not receive any joy.

I need to connect this generator by midday tomorrow.

I hope that I receive some joy from this review.

My question is that "Is this the kind of service one would expect from Gentech Industries?"