Formal Complaint Regarding UPS Contract and Service Issues

I am writing to formally express my dissatisfaction with the handling of my UPS rental contract, which was initially managed by Vox Telecoms and subsequently by Stage Zero. Despite several attempts to resolve the issues I have encountered, the matter remains unresolved.

Replacement Devices Not Meeting Performance Standards After Stage Zero took over the contract, the original green UPS began to experience diminishing battery life. While the replacement units provided were meant to address this, they have consistently failed to support both my MikroTik hAPac2 and Huawei routers simultaneously—a capability the original device handled with ease.

Lack of Resolution Despite Replacements Multiple replacements have been sent, yet none of them resolve the issue. I now have three UPS devices that do not work as promised. This raises serious questions about the suitability and quality of the devices being provided.

Failure to Address the Root Cause I escalated this matter to the CEO, Mr. Van Der Merwe, and was assured that it would be addressed. After providing all relevant documents and contracts, I received a call suggesting that I cancel the agreement because you cannot fix the issue. This is wholly unacceptable. The onus is on Stage Zero to provide a functional solution, as per the terms of the rental agreement.

Unjustified Charges for a Non-Functional Service Despite the ongoing issues, I have been charged monthly for a device that does not fulfill its intended purpose. This constitutes a breach of trust and contract.

I do not wish to cancel the agreement. What I want is: A working UPS device that performs as promised, supporting both my MikroTik hAPac2 and Huawei routers. A full explanation as to why the replacement devices fail to meet the standards of the original unit. Immediate action to resolve this matter and written confirmation of the steps being taken. This experience has been extremely disappointing and calls into question the reliability of your services.