Disappointed with the service and after sales support

Hi to anyone who is reading this,

While I want to try be sensitive to the issues we face in South Africa and the issues that businesses run into, I do want to share a bit about my experience with Sustainable (in regards to wanting to purchase an inverter to replace my existing unit).

At the beginning of the year, I queried with Sustainable about what is a good inverter to get to replace my existing one. I had the Ellies 1440w inveryet trolley setup. Very easy for plug n play. However I started having issues with it and then needed a new inverter unit. I explained to the person from Sustainable what setup I had. He recommended the RTC Axpert unit. So I took their advice and ordered tgat unit.

It stated it would take roughly 5 working days for my order to arrive. Purchased on the 4th of Jan. I waited over a week and no response. Not even a confirmation as to what is happening with my order. It took roughly 3 weeks before my order arrived. During that time, I tried contacting Sustainable via email. However, I didn't receive any responses. I used both the info and sales addresses. I queried and also complained about not receiving any status. I did receive a phone call back in which the lady said they are sorry, loadshedding has caused a backlog and tgat she would find out what is happening. I was happy to wait. However, she didn't get back to me. I waited a few days. I did send further comes to them. I believe I did receive a comm back. But there was still no confirmation or status update.

Eventually I get a call or sms saying that my order is out for delivery. So I did at least get my order, which I am thankful for... but the experience wasn't good. They would need to get better at status updates for their customers.

I was happy to receive my unit... but it quickly turned sour because I realized that I can't use it... not based on my current setup. I did not have any of the needed cabling or anything that would be needed for the input/output and battery connections. The salesman didn't inform me what all I would need... and the inverter unit did nor come with any of these cables.

So I emailed them back explaining this and asking for assistance as to how do I get this installed. This is not my expertise. I just need a way to plug thr inverter into the power from the wall, have an adapter connected to the output so I can connect devices and whatever cables to connect to my lead acid batteries. But they didn't respond to assist me in what I may need to do. Even though I had initially explained my set up prior.

Eventually after another email yo them, I got a response. They said that they logged a ticket with the technical team. This was probably like 2 weeks ago. I am still yet to receive any comms from the technical team.

I did respond to the email that someone emailed me back during that time. I explained again the issue. He said a technician would need to install. So I asked about it and explained what I need. No response back... still nothing today.

So I am very disappointed in their service. I do get that load-shedding can cause issues and delays, but I feel as a first time customer that their service is very lacking as there were no updates from them without me having to query or complain. And it gives more of an impression that they are more focused on big money spenders than those who spend less. So not a good experience for me. I'm still left with trying to figure out what to do. It is clear that I can't trust that Sustainable will offer any helpful after sales support for small fry purchases.

Not sure if anyone else has had issues with Sustainable in terms of service/communications/assistance. Hopefully you've had a better experience than what I had.