I’m trying to make a warranty claim on a GenTrax 3.5 kVA generator but am running out of patience and would appreciate advice.
The generator was brought from Crazy Sales https://www.crazysales.com.au/online-free-shipping-gentrax-3-5kva-pure-sine-silent-inverter-generator-77617.html and worked for a while, Then it suddenly would immediately shut down when trying to go off choke and up to full running speed. It was still within the 12 month warranty and so we approached Crazy Sales, as the retailer, for a repair, replacement or refund.
They asked for a video of the issue which we supplied. There was about three or four days awaiting a reply, which asked what items had been run off of it. We advised that it had run items from a caravan: small hot water heater, microwave, aircon, normally at different times, with care not to exceed maximum continuous rated output (3000W).
They advised they needed to contact their supplier, again a week delay. They said we had exceed the rated output because the aircon (1400W) could draw up to four times the current during start.
We advised that the instruction manual gave no warning about that situation, and indeed the website said that it was suitable for caravan aircon (with a “Massive Power” tag - see link above). We also noted that they had still not inspected the generator, so we didn’t know for sure what the issue was.
Again the week delay ‘talking with their supplier’, and an offer was made to supply a replacement inverter. A check revealed that it would cost a minimum of $200 to fit, even if we could find someone to fit it (most repair services we spoke to would not handle that generator).
Again we advised it was unacceptable and that a repair, replacement or refund was in order… and we would want refund of any shipping charge to return the unit (we’re in NSW, the store is in VIC). We also reminded them that as the retailer, it was their responsibility to honour the warranty… not the supplier.
Once again we have the week delay whilst they “consult their supplier”. I believe we have been patient and want to now take the matter up with the authorities.
Who do I see? The ACCC? Fair Trading NSW? Consumer Affairs Victoria (the company is in Victoria)?
Many thank for any advice.