PROTON SOLAR DISTRIBUTORS

<div>I ordered 4x 400W solar panels online from Proton Solar Distributors. I placed the order on the 14th of May 2022 and received the panels on the 24th of May. I paid R9160,00 for the 4 panels and R417,05 for shipping.

One of the panels was broken by the courier company. The delivery company said that there was no insurance on the parcel and Proton Distributors says it is not their fault, the panels left in good condition.

Their own return policy on their website says that if it is broken they will replace it. https://protonsolardistributors.co.za/wp-content/uploads/2021/11/RETURNS-AND-REPLACEMENTS-PROTON.pdf

I phoned the sales manager at proton solar multiple times and at first she blamed the courier company and then tried to shift the blame to me saying I should have taken out insurance. When I asked her where in this process I should have taken out insurance, she said at check-out, but I double checked, there is no such insurance option, their website calculates the shipping automatically. I have attached some screenshots of the check-out process to show there is no insurance option.

Even after she was pointed to the consumer protection act section 19(2)c and their company's own policy she responded: “The quoted email as per our policy is only valid when goods are being delivered directly from us The client do an online payment and make a payment, thus means he is then responsibly for courier etc We send out the panel in a good working condition with fragile stickers attached If there is a problem then the client needs to resolve it with the courier company.”

I lodges a complaint with CGSO.

Proton Solar Distributers organized the courier, there was no option at any stage for me to have an option in the courier service or if there would be insurance or not.

My advise is to rather buy solar equipment from a reputable supplier. This company is quick to deliver but slow to take responsibility.</div>