Waited over a month to for communication about inverter under repairs

We purchased a Magneto 600 Watt Inverter from Incredible Connection Somerset Mall. It cost R10,000. It only worked from April 2023 to November 2023. Thereafter, we were no longer able to charge it.

Since it was under warranty, we contacted Incredible Connection and they said we had to send it in for repairs and that the repairs would take 3 weeks maximum.

We both work from home, so we’re super dependent on our inverter and were already quite upset that we would have to wait 3 weeks in the middle of peak loadshedding to get our inverter back.

We sent it in in January and never heard a word back until today (9th March!) - WAY past the due date we were guaranteed and the worst part is that WE had to follow up with THEM.

When we got in touch with them, they told us they weren’t able to repair it, so they’re going to send us a credit note from the supplier on Monday (12th March). I do not trust them to get back to us on Monday as promised.

The audacity to not even let us know and now we have to wait even longer. They won’t give us cash back and insist we have to purchase another inverter from them?

Completely ridiculous. When they say something is under warranty, it comes with missed deadline, no communication and terrible customer service.