Zero service delivery

I recently shipped an SMA Home Manager unit to IBC Solar which was received by their Centurion office 04/02/2026 (Mr. Martiz Wessel). The unit has been damaged by lightning and since IBC is the authorized distributor for SMA products in South Africa and the unit was originally purchased from IBC Solar I returned the unit for a simple damage report required for insurance purposes. At the point that I returned the unit to IBC Solar I stressed the urgency of the matter as the underwriters require this report to process a valid claim. I have been following up with IBC Solar on a daily basis with emails and phone calls and the service is non-existent.

Firstly they ignore virtually 100% of emails sent to them which I find not only unprofessional but downright rude and trying to raise them telephonically is also a complete waste of time because if they do answer their phones, then no one seems to be available to assist and if you are fortunate enough to speak to a human being then they want to "investigate further" and makes promises to return your call and you never hear from them again.

They provide contact details for all the so-called 'Managers" on the IBC Solar Web Site, however I find it rather interesting that contact details for the Directors have not been furnished which tells me this is another typical South African corporate which does not have a clue about customer service and the fact that you can't raise the Directors of the company tells me everything I need to know - they have zero interest in servicing customers as any company which does not publish the contact details for the Director of the company is not serious about service and clearly does not even know what is going on in their own company!

It has been now almost a week since I shipped the unit to their offices and it is crickets from their side. If this is how they operate then good luck with any large investment in equipment from this company as clearly you are on your own once the sale is concluded!