Selling Poor Quality Products and non-client centrality

KwaNothemba Workshop for the Disabled is a non-profit organisation (NPO) dedicated to providing skills training programmes for people living with disabilities. Reliable power supply is critical for our operations, which is why we approached BM Power to purchase a generator capable of supporting both 3-phase and single-phase power. BM Power assured us they would assemble a suitable generator, fitting it with an appropriate alternator to meet our specific needs.

Upon collection of the generator, we requested that a BM Power representative accompany us to our premises to demonstrate the correct starting and connection procedures. This request was denied. Instead, BM Power provided a video demonstration at their premises. During this demonstration, both KwaNothemba representatives observed smoke emanating from the generator, a concern that was unfortunately dismissed by all present as possibly being burning oil.

Upon returning to our establishment, we followed the video instructions and connected the generator to our building via the single-phase socket. The lights inside the building briefly illuminated, and the smoke from the generator persisted. Shortly after, the generator ceased functioning entirely. We initially assumed it had run out of fuel, but after refuelling, the generator failed to restart.

When we returned the generator to BM Power, we were unjustly informed that we had broken the unit. This claim contradicts an immediate statement by one of BM Power's own staff members, who, upon inspection, identified the issue as a "factory fault." Despite this, a representative named Byron informed us that BM Power intended to deduct funds for perceived "damage" from our payment and refund only the balance. When we protested this unfair deduction, Byron directed us to Nico, who was dismissive and uncooperative.

As a direct consequence of this unresolved issue, BM Power still retains both our money and the non-functional generator. This has had a severe impact on KwaNothemba Workshop for the Disabled, as our crucial skills training programmes are currently halted due to the lack of a reliable power supply.