Minus40 (Pty) Ltd

Poor After-Sales Support and SLA Engagement – Minus 40 Refrigeration

Nelson Mandela Academic Hospital has procured multiple pharmaceutical and clinical fridges from Minus 40 Refrigeration. Unfortunately, our experience with after-sales support and SLA engagement has been consistently disappointing and operationally risky. Over several weeks, we have attempted in good faith to finalise a Service Level Agreement (SLA) that reflects the realities of a tertiary academic hospital, where equipment downtime directly affects medicine integrity and patient care. Despite detailed, reasonable, and professionally motivated proposed amendments, Minus 40 has repeatedly stated that it will only use a “standard national contract” and has declined to meaningfully engage on site-specific risks and requirements. This position is concerning because: The SLA in question does not adequately address emergency response times, loan units, or mitigation measures for temperature-critical equipment. Repeated delays and non-responses were experienced despite multiple follow-ups. Minus 40 and its subcontractor have already failed to meet scheduled service requirements, with documented email evidence showing repeated follow-ups were required to complete even recent services. Pharmacy fridges identified as faulty remain unresolved, placing temperature-sensitive medicines at risk. When performance concerns were raised, they were met with assurances that the same contract is used nationally, rather than a willingness to address documented service delivery gaps at facility level. An SLA is a negotiated agreement, not a one-size-fits-all template—particularly in a clinical environment. I have requested yet another quotation for repairs already identified, further delaying resolution while critical equipment remains compromised. This post is not made lightly. It is shared to highlight the importance of responsive after-sales support, accountability, and constructive engagement, especially when supplying equipment to healthcare institutions where failures have real clinical consequences. We remain open to a professional, solution-focused engagement that protects both parties and ensures reliable service delivery—but the current approach falls short of that standard.