JH
Johann H
1 reviews | Active since Feb 2023
06 Feb 2023, 10:41
SOLAR MASS ENERGY
Bought a Solar Backup System in Dec'22 from Solar Mass Energy and after a week the unit showed Error 02 display. Received no support from Solar Mass Energy and my calls and request to assess and repair the unit was ignored. I had to liase with their supplier ongoing to get the unit back. I personally collected the unit from their supplier on 3 Feb'23. I was told by Solar Mass Energy the Warranty is their Supplier and not with them. Poor Service and communication non existend from Solar Mass Energy
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Solar Mass Energy's replyOfficial
13 Feb 2023, 13:54 Johan, we apologize for the service you received. We contacted the distributor/importer numerous times, but they didn't have the parts you needed. We provided you with the distributor/importer's number so that you could verify that the parts were not available. Solar Mass Energy depends on the distributor/importer to deliver repair services. They were waiting for a replacement part. It was beyond our control. Our Ts &Cs also stipulate that the distributor/supplier carries the warranty. On Monday, 6 February, you collected your repaired unit after the parts were installed by the distributor/supplier.
Solar Mass Energy's reply13 Feb 2023, 13:54
Official
Johan, we apologize for the service you received. We contacted the distributor/importer numerous times, but they didn't have the parts you needed. We provided you with the distributor/importer's number so that you could verify that the parts were not available. Solar Mass Energy depends on the distributor/importer to deliver repair services. They were waiting for a replacement part. It was beyond our control. Our Ts &Cs also stipulate that the distributor/supplier carries the warranty. On Monday, 6 February, you collected your repaired unit after the parts were installed by the distributor/supplier.