Solarway Suppliers JHB
2.3|18 reviews
JW
Joe W
1 reviews | Active since Member
08 Jun 2023, 13:29
Stay Away. ********* company selling broken goods.
Don't support. My experience with Solarway Suppliers has been terribly poor. That's if you can get hold of someone! You get given the run around, directors never phone back and it is my opinion to STAY AWAY. Their ********* behaviour and sale of broken goods should speak for itself. We bought a Luxpower inverter and Dyness battery and the battery's on and off switch is falling out, and then there's a dip switch that's loose? This is directly out of the packaging and in the end you get told you've signed an indemnity? How does that work, is there proof that this was in working condition when it was picked up? What should I do with something I paid almost R60 000 for and can now do nothing with? Best of all, it was a gift for someone else, a broken one!
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Replies (53)JW
Joe W's updateReviewer Update
10 Jun 2023, 07:27This was the reply from Solarway Suppliers:
Kindly note that Solarway Suppliers received your call regarding the issue on hand, while we don’t live in a perfect world we strive to meet our customer’s expectations, however sometimes certain experiences are beyond our control. We apologize for the inconvenience caused and would like to confirm the following :
1. You reported a loose button to our technical department – in response the technician requested you to return the defective unit to us and we will address the issue. You knowingly went ahead and installed the unit anyway. Kindly refer to our policies and conditions of sale which you have agreed to - https://www.solarwaysuppliers.co.za/policies/
2. The reference to the Indemnity form highlights the risks regarding theft and losses due to other circumstances as quoted below, however in your case an out of box failure would apply. “Y N R SOLAR (PTY) LTD will not be held liable for any damages or losses that may be incurred during transit via theft, looting, hijacking, fire, mishandling, negligence, acts of God, or any other cause that is out of our control [force majeure].” https://www.solarwaysuppliers.co.za/policies/
3. We requested that the defective unit be returned to us to replace the unit as an out of box failure, however the conditions apply as per sale agreement that this must be done prior to installation, you did not comply with this requirement and installed the unit thus voiding the warranty - https://www.solarwaysuppliers.co.za/policies/
4. Our records also indicate that you have tampered with the unit ,opened the unit in an unsafe environment knowing lithium batteries as dangerous goods and thus unfortunately your warranty has been voided. Please refer to our warranty policy and conditions of sale. https://www.solarwaysuppliers.co.za/policies/
5. The value you are referring to is incorrect as per our records, hence you are seeking to defame our organization using incorrect information and will be addressed legally with you.
6.We have photo proof of your tempering with a the battery .. will any other supplier accept this ?
This was my latest response:
Solarway Suppliers your dealing with customers leaves a lot be desired. Let me help you with a couple of facts that you seem to have conveniently not stated or didn’t bother to get behind the real details with your team of what has taken place during the last week. Please have a look at my profile and I think you will soon realise I use social media more for Name and Fame and positivity, but had to resort to social media as not once have you bothered to call us back to discuss the matter and to try and resolve it, we have to keep calling you back, I have lost count with how many times we have asked for someone senior to contact us, and we’re still waiting. Even emails don’t receive a response and there too have I requested a director to contact me in order to sort this out.
Kindly note that Solarway Suppliers received your call regarding the issue on hand, while we don’t live in a perfect world we strive to meet our customer’s expectations, however sometimes certain experiences are beyond our control. We apologize for the inconvenience caused and would like to confirm the following :
1. You reported a loose button to our technical department – in response the technician requested you to return the defective unit to us and we will address the issue. You knowingly went ahead and installed the unit anyway. Kindly refer to our policies and conditions of sale which you have agreed to - https://www.solarwaysuppliers.co.za/policies/
2. The reference to the Indemnity form highlights the risks regarding theft and losses due to other circumstances as quoted below, however in your case an out of box failure would apply. “Y N R SOLAR (PTY) LTD will not be held liable for any damages or losses that may be incurred during transit via theft, looting, hijacking, fire, mishandling, negligence, acts of God, or any other cause that is out of our control [force majeure].” https://www.solarwaysuppliers.co.za/policies/
3. We requested that the defective unit be returned to us to replace the unit as an out of box failure, however the conditions apply as per sale agreement that this must be done prior to installation, you did not comply with this requirement and installed the unit thus voiding the warranty - https://www.solarwaysuppliers.co.za/policies/
4. Our records also indicate that you have tampered with the unit ,opened the unit in an unsafe environment knowing lithium batteries as dangerous goods and thus unfortunately your warranty has been voided. Please refer to our warranty policy and conditions of sale. https://www.solarwaysuppliers.co.za/policies/
5. The value you are referring to is incorrect as per our records, hence you are seeking to defame our organization using incorrect information and will be addressed legally with you.
6.We have photo proof of your tempering with a the battery .. will any other supplier accept this ?
This was my latest response:
Solarway Suppliers your dealing with customers leaves a lot be desired. Let me help you with a couple of facts that you seem to have conveniently not stated or didn’t bother to get behind the real details with your team of what has taken place during the last week. Please have a look at my profile and I think you will soon realise I use social media more for Name and Fame and positivity, but had to resort to social media as not once have you bothered to call us back to discuss the matter and to try and resolve it, we have to keep calling you back, I have lost count with how many times we have asked for someone senior to contact us, and we’re still waiting. Even emails don’t receive a response and there too have I requested a director to contact me in order to sort this out.
- On your first point – we reported a loose dip switch, and we were advised by your team that it is not a problem, and it is for when we have two batteries and we were requested to send a photo, which we did. Never were we advised to not install or even offered the option of returning the unit.
- This unit seems to have been defective from the start, the packaging doesn’t have a dent or scratch on it but the actual unit had issues right from opening the box, i.e., the loose dipswitch reported in point 1.
- Please refer to point 1, as not once were we told to not install, and we were never given the option to return the unit, when we were told the dipswitch isn’t an issue and we can proceed with installation, the installer also realised before installation that the power switch is broken, i.e., standing out of the unit completely. Again, we called, and we were told the matter is being referred to a director. At this point we requested that a new unit be delivered to the original shipped address in the Free State and asked the installer to be on his way, awaiting response from you. Again, we had to follow up later that day as nothing happened from your end and were told we will be called back even if it’s after hours. This never happened. Next morning, we followed up again, your team told us that due to the indemnity the unit cannot be replaced but you can send us new buttons to the Free State. We asked whether this implies that we can get the installer to try and fix the unit, but questioned whether this will not impact the warranty to which your team member responded no it won’t affect the warranty which will remain in tact and was going to send an email to back up the statement on our request, but you gave the green light for our installer to fix it. When starting the process, the installer soon realised that there are a whole bunch of other issues which we then reported to you, sending pictures of the state of the battery and proceeded to repackage the unit and we mentioned that will get the battery back from the Free State and we will be returning to you on Monday hoping to get some positive resolution to the unsavoury matter.
- Please refer to the above and your permission to get the installer to try and fix, even to the point that you were willing to send new button to the Free State.
- Not seeking to defame anyone, just want this resolved, and you clearly have no intention to do so, not even calling us back. The value stated is correct as we have taken into account the installation, additional parts required to install and inverter, multiple trips from an installer in the Free State that has to drive quite a distance to our remote area, not even to mention time spent on phone calls and trying to resolve this. And we have to pay the installer whether this is working or not, so really have nothing to show for the expense at the moment. Don’t forget that this is gift for someone, so a nice gesture has become an absolute nightmare.
- Please refer to my answer in point 3. We sent you the pictures of the state of the battery, so you got those from us to show you the state of what we are dealing with. Do you have pictures of the battery being intact when it left your premises?
JW
Joe W's update10 Jun 2023, 07:27
Reviewer Update
This was the reply from Solarway Suppliers:
Kindly note that Solarway Suppliers received your call regarding the issue on hand, while we don’t live in a perfect world we strive to meet our customer’s expectations, however sometimes certain experiences are beyond our control. We apologize for the inconvenience caused and would like to confirm the following :
1. You reported a loose button to our technical department – in response the technician requested you to return the defective unit to us and we will address the issue. You knowingly went ahead and installed the unit anyway. Kindly refer to our policies and conditions of sale which you have agreed to - https://www.solarwaysuppliers.co.za/policies/
2. The reference to the Indemnity form highlights the risks regarding theft and losses due to other circumstances as quoted below, however in your case an out of box failure would apply. “Y N R SOLAR (PTY) LTD will not be held liable for any damages or losses that may be incurred during transit via theft, looting, hijacking, fire, mishandling, negligence, acts of God, or any other cause that is out of our control [force majeure].” https://www.solarwaysuppliers.co.za/policies/
3. We requested that the defective unit be returned to us to replace the unit as an out of box failure, however the conditions apply as per sale agreement that this must be done prior to installation, you did not comply with this requirement and installed the unit thus voiding the warranty - https://www.solarwaysuppliers.co.za/policies/
4. Our records also indicate that you have tampered with the unit ,opened the unit in an unsafe environment knowing lithium batteries as dangerous goods and thus unfortunately your warranty has been voided. Please refer to our warranty policy and conditions of sale. https://www.solarwaysuppliers.co.za/policies/
5. The value you are referring to is incorrect as per our records, hence you are seeking to defame our organization using incorrect information and will be addressed legally with you.
6.We have photo proof of your tempering with a the battery .. will any other supplier accept this ?
This was my latest response:
Solarway Suppliers your dealing with customers leaves a lot be desired. Let me help you with a couple of facts that you seem to have conveniently not stated or didn’t bother to get behind the real details with your team of what has taken place during the last week. Please have a look at my profile and I think you will soon realise I use social media more for Name and Fame and positivity, but had to resort to social media as not once have you bothered to call us back to discuss the matter and to try and resolve it, we have to keep calling you back, I have lost count with how many times we have asked for someone senior to contact us, and we’re still waiting. Even emails don’t receive a response and there too have I requested a director to contact me in order to sort this out.
Kindly note that Solarway Suppliers received your call regarding the issue on hand, while we don’t live in a perfect world we strive to meet our customer’s expectations, however sometimes certain experiences are beyond our control. We apologize for the inconvenience caused and would like to confirm the following :
1. You reported a loose button to our technical department – in response the technician requested you to return the defective unit to us and we will address the issue. You knowingly went ahead and installed the unit anyway. Kindly refer to our policies and conditions of sale which you have agreed to - https://www.solarwaysuppliers.co.za/policies/
2. The reference to the Indemnity form highlights the risks regarding theft and losses due to other circumstances as quoted below, however in your case an out of box failure would apply. “Y N R SOLAR (PTY) LTD will not be held liable for any damages or losses that may be incurred during transit via theft, looting, hijacking, fire, mishandling, negligence, acts of God, or any other cause that is out of our control [force majeure].” https://www.solarwaysuppliers.co.za/policies/
3. We requested that the defective unit be returned to us to replace the unit as an out of box failure, however the conditions apply as per sale agreement that this must be done prior to installation, you did not comply with this requirement and installed the unit thus voiding the warranty - https://www.solarwaysuppliers.co.za/policies/
4. Our records also indicate that you have tampered with the unit ,opened the unit in an unsafe environment knowing lithium batteries as dangerous goods and thus unfortunately your warranty has been voided. Please refer to our warranty policy and conditions of sale. https://www.solarwaysuppliers.co.za/policies/
5. The value you are referring to is incorrect as per our records, hence you are seeking to defame our organization using incorrect information and will be addressed legally with you.
6.We have photo proof of your tempering with a the battery .. will any other supplier accept this ?
This was my latest response:
Solarway Suppliers your dealing with customers leaves a lot be desired. Let me help you with a couple of facts that you seem to have conveniently not stated or didn’t bother to get behind the real details with your team of what has taken place during the last week. Please have a look at my profile and I think you will soon realise I use social media more for Name and Fame and positivity, but had to resort to social media as not once have you bothered to call us back to discuss the matter and to try and resolve it, we have to keep calling you back, I have lost count with how many times we have asked for someone senior to contact us, and we’re still waiting. Even emails don’t receive a response and there too have I requested a director to contact me in order to sort this out.
- On your first point – we reported a loose dip switch, and we were advised by your team that it is not a problem, and it is for when we have two batteries and we were requested to send a photo, which we did. Never were we advised to not install or even offered the option of returning the unit.
- This unit seems to have been defective from the start, the packaging doesn’t have a dent or scratch on it but the actual unit had issues right from opening the box, i.e., the loose dipswitch reported in point 1.
- Please refer to point 1, as not once were we told to not install, and we were never given the option to return the unit, when we were told the dipswitch isn’t an issue and we can proceed with installation, the installer also realised before installation that the power switch is broken, i.e., standing out of the unit completely. Again, we called, and we were told the matter is being referred to a director. At this point we requested that a new unit be delivered to the original shipped address in the Free State and asked the installer to be on his way, awaiting response from you. Again, we had to follow up later that day as nothing happened from your end and were told we will be called back even if it’s after hours. This never happened. Next morning, we followed up again, your team told us that due to the indemnity the unit cannot be replaced but you can send us new buttons to the Free State. We asked whether this implies that we can get the installer to try and fix the unit, but questioned whether this will not impact the warranty to which your team member responded no it won’t affect the warranty which will remain in tact and was going to send an email to back up the statement on our request, but you gave the green light for our installer to fix it. When starting the process, the installer soon realised that there are a whole bunch of other issues which we then reported to you, sending pictures of the state of the battery and proceeded to repackage the unit and we mentioned that will get the battery back from the Free State and we will be returning to you on Monday hoping to get some positive resolution to the unsavoury matter.
- Please refer to the above and your permission to get the installer to try and fix, even to the point that you were willing to send new button to the Free State.
- Not seeking to defame anyone, just want this resolved, and you clearly have no intention to do so, not even calling us back. The value stated is correct as we have taken into account the installation, additional parts required to install and inverter, multiple trips from an installer in the Free State that has to drive quite a distance to our remote area, not even to mention time spent on phone calls and trying to resolve this. And we have to pay the installer whether this is working or not, so really have nothing to show for the expense at the moment. Don’t forget that this is gift for someone, so a nice gesture has become an absolute nightmare.
- Please refer to my answer in point 3. We sent you the pictures of the state of the battery, so you got those from us to show you the state of what we are dealing with. Do you have pictures of the battery being intact when it left your premises?