Dissatisfied with Warranty Support for Promac Roof Paint

I would like to share my disappointing experience with Promac Paints regarding a warranty claim for their roof paint. The product was purchased in June 2023 from Builders Warehouse, Klerksdorp, and came with a 12-year guarantee. Despite following all the manufacturer’s application instructions and preparing the surface professionally (as confirmed by Promac’s own assessor, Joshua), the paint started fading within 1.5 years. When I contacted Promac Paints for support, they required proof of purchase (a till slip or warranty registration). Unfortunately, my client, assuming the 12-year guarantee would suffice, discarded the slip. I reached out to Builders Warehouse to retrieve the proof, but they informed me that their system only retains invoices for three months, leaving me unable to produce the original proof. I even provided alternative proof, including the transaction amount (R3,087) from the ABSA bank credit card statement used to purchase the product, but this was not accepted. Promac Paints’ lack of flexibility and unwillingness to honor their warranty based on available evidence has caused financial losses for my business and harmed our reputation. As a professional painting service, I trusted Promac Paints to uphold their warranty commitment. However, their rigid policies and lack of support have left me feeling frustrated and let down. I believe this situation highlights a need for more customer-focused service and better transparency in resolving warranty claims.