Genelite

Terrible company to deal with (even trying to purchase from them), contacted them about a generator from a sale email they send out. Was called by the salesman, gave me a price for freight and I asked a few questions. Never answered or replied, tried 4 times to make contact to follow up with answers. Must be hiding something. No response, clearly… Read more

don’t want a Sale. Was ready to purchase after a few answers was received. Now this has raised red flags how they will deal with a sale. So best to stay away and purchase from other company.

Product was in stock but took two weeks to dispatch, terrible customer service

Worst customer service, cheap generic product, don’t care about retail customers. Hopefully leaving a note for my future self, in case I forget just how awful they are to deal with! Don’t do it!! Just get it from china on eBay! After a good initial service buying a new generator, it’s been downhill ever since. Most recently, I need a small… Read more

(cheap) part for a Hyundai generator sourced from Genelite. Despite being double to triple the price of online parts (it’s just generic Chinese stuff branded as ‘Hyundai’), I needed the part urgently.

Rang them, confirmed item was in stock and that they did express post. So far so good, even if postage was a premium ($25 for something they would fit in an envelope). Went ahead with the order on a Monday morning, gave credit card and delivery details etc.

Now the fun starts. 24 hours later, still no confirmation, no credit card transaction processed, no tracking info (remember this was an express post item, generator not running at this point). So I rang them - dealing with [Name Removed] in Brisbane. Has no idea where it was at, but did share this little gem … “I’d have to walk to dispatch and find out, but that would mean I can’t talk to my customers”

Half a day later, I got a receipt and a tracking number which was incorrect and didn’t work.

The next day, I called again twice - [Name Removed] didn’t bother returning a call. We’re now 72 hours into this, it should have arrived in two days but now I don’t know if it had even shipped.

More days, more calls - a different, very helpful person finally got me a correct tracking number - looking at the detail, it took over two days for them to even dispatch an item where they over-charged for express post. Why offer express if you actually take longer than the shipping time to even get it out the door?

I did ask for the express post charge to be returned, given their processing times negated any point of having it - only to be met with another laughable [Name Removed] response. Anyway, blocked his email and moved on.

This isn’t the first time where they’ve proven they just don’t care about home/retail type customers. I’m assuming they treat their business / mining customers better, purely on the basis that they wouldn’t exist otherwise.

In summary - forget the ‘name brand’ they use …the generators are just generic Chinese yammer clones, and the parts are cheaper and faster on eBay from the other side of th planet.

There are many generators on the market which creates a lot of confusion regarding quality, fit for purpose and generally feeling that you have made the right decision. After contacting Genelite I felt really comfortable with their advice, quality of their generators and their backup. Once ordered and delivered none of this has changed. Can not recommend highly enough! Show reply

The worst service and support for their products of any company I have ever dealt with in my 50 years in business. So bad that I have even walked away from the machine I had purchased from them. They can keep it!

ALL TALK NO ACTION IGNORANT – This Saga started on Nov 15th 2024 Generator arrived 2 weeks late of advised time frame I sent This generator is Cranking After its start procedure/warmup for 30-40 seconds Before it will Start it almost gives up & flattens the battery This does not appear to be normal Can you Advise Please 15 Nov created a warranty case Generator Maxing out at… Read more

12KW on a 22KWH geset My info Questions Have run this generator 7 or 8 times this weekend It has the Starting Issue turning over cranking at least 8-10 times before it try's to FIRE its an 18kw generator & it MAXES out shutting down under load at 12kw 54 Amps 220V so just the Min 2/3 running requirement It Should output minimum 72Amps @16KW Their reply Apologies for not touching on the starting issues. Just sent a quick easy solution for the controller programming. We will get in touch with our Techs in the area and find a time to help in another way. THEN Our Techs will be in touch to sort it out. Any issues I can assist with from our location in a hurry, happy to do so I sent ? Why has this Genset NOT been LOAD BANK TESTED Prior to Delivery NO reply Again I sent Can someone please advise what’s happening with the generator as I am reluctant to do any more work on it or spend any $$incase it has to have a new alternator fitted or the whole generator has to be replaced Please note that Load testing shows it was only tested to 12kw also Why?? No Reply I sent Please advise the Result & Action Plan of warranty of #CASE54652 By End of Business TODAY Their reply We will be in touch soon with a plan or resolution. Their advise Apologies for my late reply on this one. Understand the frustration. I was able to have a look at the guy’s saved program from the unit and it does appear to have some parameters slightly too small and can be increased to give you exactly what you need. The unit was load tested and can see my guys reports, appears he tested it right on the 98% limit and due to us using a resistive type load bank, the over current was not simulated. I have a quick way we can resolve this over the phone with the use of a laptop and a printer cable for connection. Please see link below to download the DSE Assistant Suite. It is free to download. Once you have this, we can send you a new updated program, you can then attend site and just simply upload the new program to the controller. Let me know if this is something you could do, and I will make sure one of our Techs are available for any further support if needed. Yes I could do this & we did Then Apologies for not touching on the starting issues. Just sent a quick easy solution for the controller programming. We will get in touch with our Techs in the area and find a time to help in another way. Then I sent this So Now you think you can p*ss me around & take your time You are the Sole Exclusive Importer so dont blame Another Party his unit is NOT FIT FOR PURPOSE It is under full 2 year warranty & was faulty from day ONE now 10days old Starting Issues turning over & cranking at least 8-10 times before it try's to FIRE It was NOT fully load tested Prior to despatch It was only tested to 12KW & for 20Minutes Not the recommended & suggested 4 Hours as per Genelite Special requirements The technician/engineer who tested it Failed to follow standard procedure Genelite has Failed to provide a timely support outcome It now outputs 10KW only & is INCAPABLE of supplying its output capacity of 18KW 22KVA 140V @ 91Amps   THIS UNIT IS NOT FIT FOR PURPOSE I sent It’s already been 5 business days of silence No Reply So I SENT TO ACCC Thank you for taking the time to let us know about this issue Your consumer report number: accc-report:752266 What happens next? * We’ll read your report. * We’ll use the information you shared to understand which issues are causing the most harm to Australians and to help focus our resources. * If you've requested information on your rights, we'll be in touch usually within 15 business days. Now 10 DEC2024 NO reply DO NOT PURCHASE FROM THIS LOUSY COMPANY SPEND YOUR MONEY ELSEWHERE They dont deserve the praise on here

Poor service & dishonest price match – Awful company with appalling service, if you can get through without being hung up on then expect to be advised out of stock one minute then in the next, laughable, didn't end there though as i was only to be advised the item sold before i was given a new quote hundreds of $ higher than many other companies listed so much for service and a price match guarantee, avoid like the plague!!