Excellent Customer Service by Syntech

I wrote a previous review with regard to a bad experience I had with Syntech (Tuesday 5 July 2022). The same afternoon that I did the posting the Regional Director (Francois Lottering) contacted me. He assured me that the experience that I had was not the normal customer service that their customers receive. I still had my doubts but he asked for my address so that he could organize with their courier company, to have the unit picked up at my house, so that they could do a proper assessment on the power station. He mentioned that the assessment would take a day or two.

The process would thus be: (1) Pickup would be Wednesday 6 July. (2) The unit will be at Syntech by Thursday 7 July. (3) Assessment of the unit Thursday & Friday - 6& 7 July. (4) Feedback by latest the following week Tuesday - 12 July . In total 5 days including the time for the courier service.

The following did actually happen: (1) I received an email that on Wednesday morning 6 July from Ashley Fourie - Technical Supervisor. The email included the courier company tracking order as well as a Company Repair Order. (2) At ± 10:00 Wednesday morning 6 July the courier company picked up the unit. (3) On Thursday 8 July 14:09 I received an email from Ashley Fourie - Technical Supervisor stating that the unit has been received and is being assessed. (4) On Friday morning ± 09:30 a courier service arrived at my gate with a package. When I opened it it was a brand new replacement unit.

I would just like to thank Francois for the following : (1) Taking the time to actually read the complaint that I posted. (2) Having a telephonic conversation with me to fully understand my complaint. (3) Willingness to assist and getting the right people involved to address my complaint fairly. Francois your intervention together with your team (one person can not do everything) changed my perception of Syntech 100%. After this experience I can now highly recommend the services provided by Syntech.