Suntank Solar warranty and service

I installed two SunTank solar geysers just over 10 years ago on two different properties, with a 10yr guarantee. Have not received a response to my email of March 24 to date and therefore sending this report to you. (One geyser replaced under guarantee thanks to me tracking down the staff member who serviced it before. The second geyser has been a problem since installation and have had no success dealing with it.)

From: dschaal Sent: Friday, March 24, 2023 12:07 PM To: 'helenm@suntank.com' <helenm@suntank.com> Subject: 24 MARCH 2023 - SUNTANK REPLACEMENT

Hi Helen:

By changing the “subject” heading to “THANK YOU” was my reasoning to get a response from you considering the poor response, or total lack of response, from you previously.

I was in the process of drafting a report on Hellopeter about the poor experience I have had with SunTank. You appear to be the only person dealing with emails and telephone calls and it is more than frustrating as a customer not to get a response as an existing client for over 10 years.

I have on record the many emails sent to you since last year which did not elicit a response. I left several telephone messages with Margaret for you, with no response. Messages which were previously exchanged on WhatsApp were ignored. I left a message on Facebook, absolutely no response. Yet SunTank advertise their product/s immediately after the Government announcement promising a rebate on solar. I strongly felt the public ought to know that your sales are good but the after sales service is nonexistent.

I waited for my geyser replacement for almost 4 months after it was cancelled on 8 November due to heavy rain and had it not been for the fact that I had retained Jerry’s cell number and elicited his assistance, I would not have heard from you as you ignored my emails and calls. This was finally replaced on 24 February 2023 without any apology for the delay or lack of response.

I did not ask for a new warranty for the replacement…… I simply need to know if the new geyser has the same warranty which you now appear to answer. I will now simply await your reminder to service it as in the past 10 years.

I repeatedly raised the problem of the second geyser at Oakdene which Jerry also knew was leaking both times he serviced both geysers and just filled them both with antifreeze before the warranty expired and I explained why this was specifically not documented because of the traumatic family circumstances. You said you would “look into it”. Jerry’s service report would have confirmed this. I strongly feel SunTank should have honoured this and replaced the tank as it had leaked before the warranty which had just recently expired. I told you that if SunTank do not replace it, my family will revert to electricity as I cannot afford to replace the geyser. For the record, the Oakdene geyser caused problems since installation due to being fitted on tiles which constantly were leaking due to the solar fittings and despite SunTank sending someone years back to check, it was left no better and had to be dealt with privately. My daughter informs me that there has been no benefit of solar and has had to rely on electricity for hot water. In effect, it has proven to be a worthless investment for me.

I need not repeat my frustration and disappointment dealing with SunTank.

Regards Dot Schaal From: helenm@suntank.com <helenm@suntank.com> Sent: Wednesday, March 22, 2023 12:49 PM To: dschaal Subject: RE: 7 MARCH 2023 - THANK YOU!

Hi Dot,

My apologies for the delay in getting back to you. The geyser was replaced under the existing 10 year warranty, we are honouring this warranty and do not issue a new warranty when the geyser gets replaced.

Regards, Helen Maier SUNTANK – Hi-GreenTech. Since 1994. Head Office & Factory: 43 Eland Street, Koedoe****rt Industrial, Pretoria, RSA WhatsApp: 082 321 9463 +27 (012) 006-5094 helenm@suntank.com www.suntank.co.za

From: > Sent: Tuesday, March 7, 2023 1:06 PM To: helenm@suntank.com Subject: 7 MARCH 2023 - THANK YOU! Importance: High

Good day Helen:

Thank you for replacing my geyser at Bassonia under guarantee on 24th February 2023.

Am I correct to presume it is also covered by a 10yr guarantee and will be serviced by SUNTANK by arrangement.

Kind regards Dot Schaal

“From: Helen - SunTank <helenm@suntank.com> Sent: Wednesday, 02 November 2022 16:37 To: dschaal Subject: RE: 1 Nov 22 - SUNTANK REPLACEMENT AT OAKDENE

Hi Dot,

I acknowledge receipt of your email. Let me see what I can do about the 2nd geyser