Energy Tech Store

<div>I purchased a 1.5kW / 2.56kWH 'Kool Energy' battery / inverter system for home use for load shedding in December 2022. During the sales process they were very efficient and responsive. As soon as it was delivered, their service level disappeared, suddenly no interest or urgency to deal with me.

Out the box the unit's USB outlet ports did not work, I informed them within a couple of days and they failed to reply. The charging aspects of the unit then started to malfunction after about 5 weeks and I complained. The unit was eventually taken back to their importer after an extended complaint period. The importer claimed to have fixed it but basically did not read my complaint. They got the USB ports working but otherwise the problem with the charging remained. I complained again and it went away a second time for fixing and when it returned, the problem remained.

I have a problem when the company that sells me a product hides behind their supply chain, says that the warranty is carried by the importer and therefore I must just suck it up while they sort things out with their importer. Imagine buying a TV from Game, it goes wrong, you return it and they explain it will take an age to sort out because of their supply chain. No, Game would offer a refund or swap out and not leave the customer with the problem.

I am now 4 months since first complaining and this week they said I could bring it in to be replaced, refusing for a third time my request for a full refund. They did not plan properly with their supplier and now my unit sits at the importer and I have no replacement to use and they've told me I have to wait for the importer to have stock and they don't know how long that will take.

This should not be my problem and they should refund me. I have reported them to the Consumer Goods & Services Ombudsman who have picked up the case. Their rules are simple, that if something is repaired and the problem recurs within 3 months they have to refund or replace. The problem recurred within a week each time of supposedly being fixed. How do I get a refund? I wish I knew.

As a company they do not take responsibility for what they sell, they do not put the customer interests upfront and are very difficult to get answers from.</div>