Rather use someone else

Rainbow Refrigeration & Air-Conditioning installed a fairly standard Samsung 12000BTU split unit in small computer room in our home. There is IT equipment in the room which does generate some heat, but the room is only two square meters in size and the Samsung unit was specificed by Rainbow as more than sufficient to cool the room 24/7.

The unit worked at first but eventually the temperature in the room started rising. By the time we had reached January 2021 we had had enough and started asking Rainbow to fix or replace the unit.

It is now September 2021 and despite coming out to our house several times they are unable to fix the unit and/or their installation work. The only positive I can take from the scenario is that they have actually come back several times, but the disruption that all of these visits cause is substantial and frustrating. Customers should be aware that they won't necessarily rush back, it will be on their terms when they have spare time.

They maintain there is nothing wrong with the unit so by their own admission the issue can only be with their own workmanship. All indications are that there is a leak in the system but they cannot find it in 9 months of trying.

Despite the very long time that our unit has not been operating properly we are definitely not a priority to Rainbow. It is common for the technician to only arrive late in the day when there is limited time for him to achieve anything. He simply re-gasses the unit and leaves. He knows full well that the unit will start failing again in about two weeks due to the leak.

Customers should be aware that when dealing with Rainbow staff you will often not get a response to your questions. Their technical failings aside it is being ignored that customers will find the most frustrating. It will be up to the customer to keep chasing Rainbow to get information about what work was done, what is the next step, and when are they coming back.

We have reached the point where we will now need to pay another company to come out and redo the installation work that Raindbow cannot get right, or just replace the entire unit with a new one. It is honestly worth spending another +-R10,000 not to have to go through all of this drama with Rainbow.