Terrible Customer Experience and False Advertising

We are based in a little town named Nko****owa in Limpopo about 15km from Tzaneen. On 21 August 2024, we purchased (see invoice SFQ ***) 2 x 200 litre high pressure solar geysers from Sunfire based in Johannesburg. The geyser was couriered to us with no installation instructions, these were later sent to us via WhatsApp.

When our plumber arrived to do the installation as per the instructions. He found that it was only the tank and the tubes that were delivered and to his knowledge of solar geyser products, there were missing fittings/connections to complete the installation. We then had to enquire again with Sunfire (Natalie) about the missing items, and she said that they don’t supply those items. We had to go to the hardware store and buy those items separately which costed an additional R4 000

In April 2025 ,6 months later, we noticed water dripping down from the geyser through the gutters. After consulting with our plumber he highlighted that one of the geyser tanks is leaking. We immediately contacted Natalie again, what she said was because we are using borehole water we have voided the warranty of the geyser and that there is nothing they can do about it, and that we need to spend more money to buy new "low pressure solar" geyser from them. What's puzzling about this is that Sunfire has come to this conclusion from pictures only, they didn't come to look at the geyser physically.

Confused and frustrated we started searching online to find Crossby Menzies, the owner of Sunfire, and contacted him directly. He sent voice notes stating that he doesn’t know how we ended up with a "high pressure geyser" when we should have should have ordered a "low pressure geyser". He goes on to say that Natalie no longer works for Sunfire and confirms that we need to spend more many to buy a new “low pressure geyser” and pay for the transport to get it here (Nko****owa)

[SIDE NOTE: The "high pressure geyser" was suggested by our plumber, in addition we also consulted with Plumblink and Builders Warehouse and they both said that it's okay to use a "high pressure geyser" with a borehole as long as we are using a filter and the correct element for borehole water, they also mentioned low pressure is not optimal for taking showers and that additional pump would be needed if we needed to shower]

We don’t understand way we should be paying for another geyser because the geyser is only 6 months old, the geyser has a 5 year warranty, this also means that the other geyser which is seemingly working now also does not have a warranty, if it fails it means that we would have wasted R32 700 + R4 000 = R38 700 because of the product we bought at Sunfire. Sunfire did not send any information about the limitations of that warranty hence all the confusion.

After being so frustrated with Crossby Menzie we asked him for a number for the manufacturer, hoping for a more understanding outcome, we spoke the Safraz Khan who claimed that he could tell if geyser was damaged by borehole water, so I sent him a 2 sets of pictures first was our leaking geyser, the other was a leaking geyser from a municipal water. He claimed that borehole water corrosion had a greenish colour which was not evident in any of the pictures. Safraz still has not responded to my messages