Solar geyser warranty problem - Advised needed

[Spudman]

Hi guys,

I would please like some advise regarding the following situation:

I had a solar geyser (Geyser, Solar panels [Indirect], and heat pump) installed in a new house during March 2013. The company that did the installation has subsequently gone out of business.

During December 2014 I noticed a leak in the geyser and got a 3rd party solar specialist out to come and evaluate the problem. It turns out that the outer shell of the geyser (the solar indirect part) has burst. He advised me that the remainder oft he installation is up to spec, including expansion tank and safety valve on the solar portion.
He suggested that I contact the manufacturer of the geyser, as they have a 5 year warranty on the geyser.

I subsequently contacted the manufacturer, but getting the run around regarding a replacement. Their technician came out to inspect the geyser, confirming geyser jacket failure and also noted the installation.
The feedback I got from the company however indicated that there is no 1Bar safety valve installed in the solar portion - which is incorrect by the way. There is an expansion tank as well as 1Bar safety valve installed.
Currently getting flat out refusal from them to do a warranty replacement,claiming that they did not do the installation.

What is my rights as a consumer? Does the CPA provide for manufacturer warranty issues where the initial supply / installation was done by a third party (obviously if the installation is according to specification, which it is)?

Any constructive advise would be appreciated.

Thanks!

 

[ciscoyeti]

Where are you located? What is the make of the solar geyser? If it is under warranty the manufacturer must come out and sort it out for you.

 

[Beachless]

One option is to take them to the small claims court just the initial letters of intent may wake them up a bit especially if you claim the full R15000 you are allowed to so as to replace it with a new unit.

 

[Spudman]

Hi

It is a Suntank Indirect Geyser system.

All I can say is - be very careful if you consider this company. Just on my experience with their customer service, I would not recommend them.
I eventually got hold of the owner, who said that they will replace the geyser. However, they will inspect the geyser afterwards and if the fault is due to installation, I would be liable for the full amount. I can already see where this thing is going - they will replace it but claim that it is an installation fault. This, of course, is total bull*****. The initial installation is 100% correct. I have however requested that they first verify the correctness of the installation before removing the geyser. I also made it very clear that I reserve my right to inspect the geyser myself as well as have it inspected independently afterwards.

Anyway, apparently now waiting for stock.

I am actually just so fed-up for this company that I am thinking of doing a new solar geyser (reusing my solar panels) in a pre-feed setup, feeding into the current geyser (with heat pump backup).

I will give feedback regarding the situation.

 

[ToxicBunny]

Hi

It is a Suntank Indirect Geyser system.

All I can say is - be very careful if you consider this company. Just on my experience with their customer service, I would not recommend them.
I eventually got hold of the owner, who said that they will replace the geyser. However, they will inspect the geyser afterwards and if the fault is due to installation, I would be liable for the full amount. I can already see where this thing is going - they will replace it but claim that it is an installation fault. This, of course, is total bull*****. The initial installation is 100% correct. I have however requested that they first verify the correctness of the installation before removing the geyser. I also made it very clear that I reserve my right to inspect the geyser myself as well as have it inspected independently afterwards.

Anyway, apparently now waiting for stock.

I am actually just so fed-up for this company that I am thinking of doing a new solar geyser (reusing my solar panels) in a pre-feed setup, feeding into the current geyser (with heat pump backup).

I will give feedback regarding the situation.

How exactly are you supposed to be responsible for it if it is an installation fault? That is just amusing.

 

[Spudman]

How exactly are you supposed to be responsible for it if it is an installation fault? That is just amusing.

The initial installation was not done by Suntank themselves, but by a third party (which is not open for business anymore) - so they are obviously trying to shift blame here.
It is actually irrelevant, as the installation was done correctly. The humorous part is that the initial inspection by Suntank confirmed this and the technician even said that the solar bursting thing is actually not uncommon.

This then followed by a complete turnaround from management - Typical company BS just not to replace a faulty geyser....

A quick look on HelloPeter shows me that I am not alone in this situation. Quite shocking is that there is no apparent effort on their part to handle this bad PR...

 

[ToxicBunny]

Yeah I gathered it was a third party, who were acting as Suntank's intermediary.

If Suntank themselves have given you a report stating that the installation was correct and now management are trying to back track, you have one very easy and simple solution. Small Claims Court.

 

[Hemi300c]

Who appointed the installer, their web says installed. Was it one of their installers, if so they have nothing to stand on.
Give them 7 days to fix the problem or you going legal and viral.

 

[Spudman]

Yeah I gathered it was a third party, who were acting as Suntank's intermediary.

If Suntank themselves have given you a report stating that the installation was correct and now management are trying to back track, you have one very easy and simple solution. Small Claims Court.

Yes, the installer was contacted by me though and not directly appointed by Suntank.
The report from correct installation was verbally given by the first technician visit.

Anyway, we will see where this leads. Replacement date scheduled for 11 March 2015.

 

[Hemi300c]

So what happened here?