ACDC Express
1.6|154 reviews
Responds in 17 hours 37 min
VV
Vanessa V
1 reviews | Active since Member
17 Jun 2025, 10:55
No customer service and still no pump
Company ACDC Express - Secunda
A submersible pump was purchased from the aforementioned company. The said pump was faulty and was sent back for repairs to the aforementioned company. The pump was returned after repairs. However, the pump is still not operational. The faulty pump was sent back again for repairs. To date, there is still no pump. The said pump must be replaced. The current delay is due to the CEO of the company being abroad. The replacement of the faulty pump cannot take place as the CEO is currently overseas. This situation has been ongoing for approximately 2 months.
Helpful (0)
Replies (436)0
Replies (436)ACDC Express's replyOfficial
17 Jun 2025, 13:38Dear Vanessa,
Thank you for taking the time to share your experience regarding the submersible pump returned to ACDC Express, Secunda.
We were truly sorry to hear about the delays you’ve experienced and understand how frustrating this must be.
Please rest assured that we are actively looking into the matter to ensure a timely resolution and will provide you with an update as soon as possible.
We sincerely appreciate your patience while we complete the necessary process.
If you’d like to discuss this in further detail or require additional support in the meantime, please don’t hesitate to contact us at customercare@acdc.co.za. We’re here to assist you in any way we can.
Kind regards,
ACDC Express Customer Service Team
Thank you for taking the time to share your experience regarding the submersible pump returned to ACDC Express, Secunda.
We were truly sorry to hear about the delays you’ve experienced and understand how frustrating this must be.
Please rest assured that we are actively looking into the matter to ensure a timely resolution and will provide you with an update as soon as possible.
We sincerely appreciate your patience while we complete the necessary process.
If you’d like to discuss this in further detail or require additional support in the meantime, please don’t hesitate to contact us at customercare@acdc.co.za. We’re here to assist you in any way we can.
Kind regards,
ACDC Express Customer Service Team
Best regards,
ACDC Express's reply17 Jun 2025, 13:38
Official
Dear Vanessa,
Thank you for taking the time to share your experience regarding the submersible pump returned to ACDC Express, Secunda.
We were truly sorry to hear about the delays you’ve experienced and understand how frustrating this must be.
Please rest assured that we are actively looking into the matter to ensure a timely resolution and will provide you with an update as soon as possible.
We sincerely appreciate your patience while we complete the necessary process.
If you’d like to discuss this in further detail or require additional support in the meantime, please don’t hesitate to contact us at customercare@acdc.co.za. We’re here to assist you in any way we can.
Kind regards,
ACDC Express Customer Service Team
Thank you for taking the time to share your experience regarding the submersible pump returned to ACDC Express, Secunda.
We were truly sorry to hear about the delays you’ve experienced and understand how frustrating this must be.
Please rest assured that we are actively looking into the matter to ensure a timely resolution and will provide you with an update as soon as possible.
We sincerely appreciate your patience while we complete the necessary process.
If you’d like to discuss this in further detail or require additional support in the meantime, please don’t hesitate to contact us at customercare@acdc.co.za. We’re here to assist you in any way we can.
Kind regards,
ACDC Express Customer Service Team
Best regards,
VV
Vanessa V's updateReviewer Update
17 Jun 2025, 14:42Does this mean money spend is now money lost its been two months, when will the new timeline be shared? What if warranty if expired then costs must be for me, while we are waiting for two months already
VV
Vanessa V's update17 Jun 2025, 14:42
Reviewer Update
Does this mean money spend is now money lost its been two months, when will the new timeline be shared? What if warranty if expired then costs must be for me, while we are waiting for two months already
ACDC Express's replyOfficial
17 Jun 2025, 15:02Thank you, Vanessa, for your continued engagement.
We completely understand your concerns and want to assure you that your query is receiving the attention it deserves. A full response will be shared with you upon the completion of our investigation into the matter.
Kind regards,
ACDC Express Customer Service Team
We completely understand your concerns and want to assure you that your query is receiving the attention it deserves. A full response will be shared with you upon the completion of our investigation into the matter.
Kind regards,
ACDC Express Customer Service Team
Best regards,
ACDC Express's reply17 Jun 2025, 15:02
Official
Thank you, Vanessa, for your continued engagement.
We completely understand your concerns and want to assure you that your query is receiving the attention it deserves. A full response will be shared with you upon the completion of our investigation into the matter.
Kind regards,
ACDC Express Customer Service Team
We completely understand your concerns and want to assure you that your query is receiving the attention it deserves. A full response will be shared with you upon the completion of our investigation into the matter.
Kind regards,
ACDC Express Customer Service Team
Best regards,
VV
Vanessa V's updateReviewer Update
17 Jun 2025, 15:36What is the turn around time for completion of the two month investigation? I really need to know what we can do to rectify the situation and we are not helped due to the CEO being abroad, and now all is standing still
I am really concerned
I am really concerned
VV
Vanessa V's update17 Jun 2025, 15:36
Reviewer Update
What is the turn around time for completion of the two month investigation? I really need to know what we can do to rectify the situation and we are not helped due to the CEO being abroad, and now all is standing still
I am really concerned
I am really concerned
ACDC Express's replyOfficial
27 Jun 2025, 12:06Dear Vanessa,
Thank you once again for your continued patience while we concluded the investigation into your warranty claim.
We understand that the process may have felt lengthy, particularly as this was the third time in two months that the unit was returned for evaluation, following earlier goodwill repairs.
We’re pleased to confirm that, after a thorough review of the unit’s return history and the most recent technical assessment, our findings, made in accordance with our internal warranty procedures, have been shared with you via email.
We trust the explanation has brought clarity to the matter and consider the claim process now complete.
Should you require any further assistance or support, we remain available to help.
Kind regards,
ACDC Express Customer Service Team
Thank you once again for your continued patience while we concluded the investigation into your warranty claim.
We understand that the process may have felt lengthy, particularly as this was the third time in two months that the unit was returned for evaluation, following earlier goodwill repairs.
We’re pleased to confirm that, after a thorough review of the unit’s return history and the most recent technical assessment, our findings, made in accordance with our internal warranty procedures, have been shared with you via email.
We trust the explanation has brought clarity to the matter and consider the claim process now complete.
Should you require any further assistance or support, we remain available to help.
Kind regards,
ACDC Express Customer Service Team
Best regards,
ACDC Express's reply27 Jun 2025, 12:06
Official
Dear Vanessa,
Thank you once again for your continued patience while we concluded the investigation into your warranty claim.
We understand that the process may have felt lengthy, particularly as this was the third time in two months that the unit was returned for evaluation, following earlier goodwill repairs.
We’re pleased to confirm that, after a thorough review of the unit’s return history and the most recent technical assessment, our findings, made in accordance with our internal warranty procedures, have been shared with you via email.
We trust the explanation has brought clarity to the matter and consider the claim process now complete.
Should you require any further assistance or support, we remain available to help.
Kind regards,
ACDC Express Customer Service Team
Thank you once again for your continued patience while we concluded the investigation into your warranty claim.
We understand that the process may have felt lengthy, particularly as this was the third time in two months that the unit was returned for evaluation, following earlier goodwill repairs.
We’re pleased to confirm that, after a thorough review of the unit’s return history and the most recent technical assessment, our findings, made in accordance with our internal warranty procedures, have been shared with you via email.
We trust the explanation has brought clarity to the matter and consider the claim process now complete.
Should you require any further assistance or support, we remain available to help.
Kind regards,
ACDC Express Customer Service Team
Best regards,
VV
Vanessa V's updateReviewer Update
27 Jun 2025, 16:20We have received the email indicating the rejection of replacing the pump also to a further telephonic advised that no further debate would be required because of the technical report availability, just bad customer service because business stood still because CEO were not available and from the photos the condition of the pump is clear but still that wasn't share with the customer, what is concerning that this is not a normal pump but actually one made for the condition it was used for and then this is the result maybe the product is concerning because we were told wear and tear
VV
Vanessa V's update27 Jun 2025, 16:20
Reviewer Update
We have received the email indicating the rejection of replacing the pump also to a further telephonic advised that no further debate would be required because of the technical report availability, just bad customer service because business stood still because CEO were not available and from the photos the condition of the pump is clear but still that wasn't share with the customer, what is concerning that this is not a normal pump but actually one made for the condition it was used for and then this is the result maybe the product is concerning because we were told wear and tear
ACDC Express's replyOfficial
30 Jun 2025, 07:00Dear Vanessa,
We appreciate your continued engagement and the opportunity to address your concerns.
At ACDC, we are committed to delivering high-quality products and reliable solutions to our valued customers, and we treat all product returns with the utmost seriousness.
Please rest assured that a full and thorough investigation was conducted for each of the returns of your submersible pump.
We fully understand the importance of reaching a fair and timely resolution and have made every effort to assist, including offering two goodwill repairs as added support. Although the outcome of the most recent return may not have met your expectations, we are confident that our actions were fully in line with our policies.
We would also like to clarify that the unavailability of our CEO did not affect the handling of your case. Contingencies are always in place to ensure such matters are managed efficiently in his absence. In this instance, the timeline reflected the need to follow the proper returns procedure to validate your warranty claim.
Should you have any further questions or require additional assistance, our team is here to support you.
Kind regards
ACDC Express Customer Service Team.
We appreciate your continued engagement and the opportunity to address your concerns.
At ACDC, we are committed to delivering high-quality products and reliable solutions to our valued customers, and we treat all product returns with the utmost seriousness.
Please rest assured that a full and thorough investigation was conducted for each of the returns of your submersible pump.
We fully understand the importance of reaching a fair and timely resolution and have made every effort to assist, including offering two goodwill repairs as added support. Although the outcome of the most recent return may not have met your expectations, we are confident that our actions were fully in line with our policies.
We would also like to clarify that the unavailability of our CEO did not affect the handling of your case. Contingencies are always in place to ensure such matters are managed efficiently in his absence. In this instance, the timeline reflected the need to follow the proper returns procedure to validate your warranty claim.
Should you have any further questions or require additional assistance, our team is here to support you.
Kind regards
ACDC Express Customer Service Team.
Best regards,
ACDC Express's reply30 Jun 2025, 07:00
Official
Dear Vanessa,
We appreciate your continued engagement and the opportunity to address your concerns.
At ACDC, we are committed to delivering high-quality products and reliable solutions to our valued customers, and we treat all product returns with the utmost seriousness.
Please rest assured that a full and thorough investigation was conducted for each of the returns of your submersible pump.
We fully understand the importance of reaching a fair and timely resolution and have made every effort to assist, including offering two goodwill repairs as added support. Although the outcome of the most recent return may not have met your expectations, we are confident that our actions were fully in line with our policies.
We would also like to clarify that the unavailability of our CEO did not affect the handling of your case. Contingencies are always in place to ensure such matters are managed efficiently in his absence. In this instance, the timeline reflected the need to follow the proper returns procedure to validate your warranty claim.
Should you have any further questions or require additional assistance, our team is here to support you.
Kind regards
ACDC Express Customer Service Team.
We appreciate your continued engagement and the opportunity to address your concerns.
At ACDC, we are committed to delivering high-quality products and reliable solutions to our valued customers, and we treat all product returns with the utmost seriousness.
Please rest assured that a full and thorough investigation was conducted for each of the returns of your submersible pump.
We fully understand the importance of reaching a fair and timely resolution and have made every effort to assist, including offering two goodwill repairs as added support. Although the outcome of the most recent return may not have met your expectations, we are confident that our actions were fully in line with our policies.
We would also like to clarify that the unavailability of our CEO did not affect the handling of your case. Contingencies are always in place to ensure such matters are managed efficiently in his absence. In this instance, the timeline reflected the need to follow the proper returns procedure to validate your warranty claim.
Should you have any further questions or require additional assistance, our team is here to support you.
Kind regards
ACDC Express Customer Service Team.
Best regards,
VV
Vanessa V's updateReviewer Update
30 Jun 2025, 07:16After reading all 112 concerns about the company, it's concerning to see that a few customers had similar difficulties with the company. Also a few times we were advised that the CEO was abroad and that we couldn't be helped and it took much longer for feedback, there was no customer feedback. It's clear that all 112 customers had to learn hard from their experiences with the company at different branches
Customers hopefully going forward will use hello Peter before purchases
Customers hopefully going forward will use hello Peter before purchases
VV
Vanessa V's update30 Jun 2025, 07:16
Reviewer Update
After reading all 112 concerns about the company, it's concerning to see that a few customers had similar difficulties with the company. Also a few times we were advised that the CEO was abroad and that we couldn't be helped and it took much longer for feedback, there was no customer feedback. It's clear that all 112 customers had to learn hard from their experiences with the company at different branches
Customers hopefully going forward will use hello Peter before purchases
Customers hopefully going forward will use hello Peter before purchases