Company Store

Nikole Cross

3 weeks ago

My husband and I brought a 100Ah lithium battery into the store to be checked, as it was not holding charge overnight. While speaking with a staff member at the counter and explaining the issue, another staff member interrupted from the opposite end of the counter in a raised voice. She immediately stated that I did not have sufficient solar capacity, without allowing me the opportunity to fully explain the problem. Despite several attempts to communicate and clarify the issue, this staff member continued to speak over me, leaving me unable to properly express my concerns. As a result, I felt embarrassed and dismissed. Once she finished speaking, I requested that the battery be tested. After providing our mobile number, the original staff member advised that there was no purchase record on the system. I then supplied proof of purchase via email and invoice. Shortly after, the staff member who had interrupted earlier returned with testing equipment and again insisted the battery was functioning correctly and that the issue was insufficient solar input. I attempted once more to explain the issue, but she continued to talk over me. The staff member then took the battery, advising she would charge it, place it under load, and test it. Both staff members walked away with the battery, leaving my husband and me waiting at the counter for an extended period without any communication. When the original staff member eventually returned, we asked for an update and were told that we could leave and that the staff member testing the battery would contact us. To date, we have not received any follow-up. There is signage behind the counter stating that staff do not tolerate rude or abusive behaviour from customers. While I respect this policy, I believe it is equally important that customers are treated with respect and professionalism. The manner in which this situation was handled suggests that further customer service training may be required. Additionally, I was under the impression that batteries are sent away to be tested by a qualified specialist, such as an electrical technician. I am now concerned about how the determination of the battery’s condition is being made and whether the individual assessing it is appropriately qualified. Overall, this experience was very disappointing, particularly in relation to customer service and communication.