"Great service and communication"

Great service and communication.

Excellent Hyundai petrol products at a really competitive price. A small delay in receiving one of the products but resolved quickly and rectified.

Thanks again.

"Had excellent customer service"

Had excellent customer service from Poonam Shanto, who promptly sorted out my issue, and made the necessary arrangements quickly. Very happy, and reassured that hyundai customer service is excellent.

"Very poor after sales service experience."

Sent in faulty Hyundai Strimmer beginning of May. (only used approx 20 times). Eventually after follow ups received feedback that there was "nothing" wrong with the machine and a bill of £51 for labour and postage to get it back was received end of June. I was aware of the T&C's but sent very clear video evidence of it NOT working.

GENPOWER did not provide evidence of it working despite it being 'requested' from the workshop. I eventually offered to pay the postage only (£25) in order to close the matter for all sides - but all just flatly ignored with T&C's and the invoice thrown back at me at every reply.

Very poor after sales service experience and will not buy any GENPOWER backed product again.

Update: As paid for - machine was returned / working.

"Sadly bought a new HYM430SP Hyundai mower"

Bought a new HYM430SP Hyundai petrol mower in May 2023. Had to buy through Amazon as no local dealer. From the moment I set it up it seemed to be running really fast, had a really strong smell of petrol and felt like it was pulling me around the lawn almost out of control. I contacted Genpower and over more than a year received multiple diagrams or pictures, most of which didn't seem to relate to this mower, and none of which cured the program. As requested, I had to take and send a series of videos of the mower in action. Obviously could not use the mower through the winter, so tried again this spring with no improvement. Genpower advise me that I would have to pay the shipping cost to return this heavyweight mower to them and also incur all costs if they could not find a problem. I then found that a new dealership had been appointed in my county this year. Although it was some distance away, we took it to them just to see what they thought. They fixed it in a day but with an invoice for £50, which we were happy to pay as they were not the original supplier. I forwarded their invoice and worksheet to Genpower, who I felt just continually avoided refunding us by repeatedly requesting additional information that they already had, including information and filling in a form that required us to re-contact their own dealer for things that Genpower could've got by phone directly from the dealer. In all, over 14 months, 60+ emails, two trips across the county, months with a mower we struggled to use and endless time and stress, but finally got a refund after badgering them continually. Customer service seems to be either totally useless, or designed to shield Genpower from refunding or fixing problems. We have now bought a Flymo.

"Poor quality - worse after sales service"

Avoid this company - I bought a wood chipper from the eBay refurb shop. On the second use, there was a huge bang and the unit was completely broken. I have been waiting over a month for any sensible response from customer services. They always say 'please bear with us' or we will email you'. They have informed me that they don't have the equipment to fix the unit, and they don't have a new unit. Logically the only answer is a refund but they point blank refuse. I have sent a letter before action and will have to make a money claim online. Overall a stressful, frustrating and dehumanising experience. AVOID, AVOID, AVOID.

"Wrong parts and difficulty trying to get information on how to return for a refund"

Ordered 2 different parts on advise, neither correct for my HYM40P. It now seems incredibly difficult to organise a return and refund. 1 only arrived today and the day the before. I also tried to cancel prior to delivery however 1 was already shipped. Still at that point no advise on how to return. Just to wait for the part and then organise collection. Yet no information on how to organise this or what to do next. Several emails and phone calls back and forth. Advised an email with returns label will be sent. The previous representative failed to send. I have now been sent the address in an email and advised to post back, sending a copy of the receipt. Now waiting to hear back regarding the cost of postage and how this is covered.

"Sanjana Sobaha best customer service…"

Sanjana Sobaha best customer service received from her and her team.

"zero stars"

zero stars

Ordered a HYM460SP, used maybe 5 times due to also having a robot lawn mower, and had issues with the unit starting and then staying running

was told it was down to the new e10 fuel and they were having issues and to clean out the carb and lines and try again

I did this, and still had issues with the unit not working properly, so returned after agreeing £20 carriage charge and being advised that parts would be covered

fast forward , the team initially tried to tell me it was bad fuel, now are trying to charge me almost £100 for a new carburettor and carriage costs

get f** is my answer to that and i'll make sure no one I know ever purchases from you

"Good service "

Solomon. very professional sevice
Thankyou.

"A Complete waste of £850 Pound on a…"

A Complete waste of £850 Pound on a Shredder.
I will mention a number of issues I have had with Genpower and the aftercare for the faulty machine; I would like to take this opportunity to outline them to you all. As I hope you appreciate any form of business wants to improve the value and service to their customer. I had hope to be able to do this by purchasing this machine from your company but I was sadly mistaken.
I received the crate in good time with no damage to the box, the problems began when I opened the crate to find the wiring for key system circuit protector / mountings hanging onto the outside of central engine block. I was able to start construction of the shredder but as the wires were hanging off I eventually disconnected the clipped connection to prevent further damage as they were loose.
The construction was further hindered by the poor casting on the axel stand (item 3 on instructions) which was preventing it connecting with the main body, I spent at least an hour filing down the metal to a point where it would fit within the main body.
I have to say that from a gardeners / everymans point of view your instructions/ assembly manual stinks! I am sure as a technical diagram it meets its requirements but for an everyman it is hard to follow. It would certainly have helped if some actual photos of the machine from different angles would have been included. It would have certainly assisted me whilst I was constructing the shredder
I have read through the instructions over 10 times and at no point in the assembly section of the manual does it mention the key start / circuit protector. I tried to work out where it would fit on the machine but the brackets do not align to any nuts on the main body. If a photo of the constructed machine was included, I might have been able to work it out. The only time it is mentioned is in section 5 of the manual (starting procedure) where a close up photo appears but you cannot tell from this where it sits on the machine and it is different to the one on this machine.

I have subsequently taken the assembly manual with me to my local garden machinery company to ask whether they could assist but they also felt as I do that the instruction lack clarity and are poor. They also confirmed that they could see no reference to the circuit braker key mountings in the assembly instructions.
This is one of two major frustration with your company that you have sold an item without proper thought for the customer. I assume you have just taken the original technical drawings from Hyundai and then have just added the English language elements but haven’t updated it to include the circuit braker. This is a really POOR! effort. As a small business I am looking to make sensible cost effective investments to improve my service for customers, that is why I decided to purchase the machine from you but I now very much regret this.
As a result of the machine not working I had to hire a shredder. I had committed to complete a job for a customer as I had a shredder supplied by you. But alas your machine did not work, thereby costing me £81.35, a cost which I believe your company should reimburse me. A copy of the hire agreement can be supplied outlining the cost I was charged if you require. Surprisingly The company didnt bother.
The second of the major frustrations with you company is your formulaic customer service. You can look back over the many emails between me and your organisation and you can see that the staff are following a close pattern of dialogue and have not read the whole of my response to their previous emails. The number of times they mention draining the machine before shipping! The machines doesn’t work so I haven’t put oil and petrol in it!
Even your organisation latest email from ** is a formulaic response it mentions again the need for the machine to be packed, to be drained of petrol. It appears that he has not read your previous email to me. It feels as though I am banging my head against a brick wall. Your organisation will answer but will not acknowledge or understand the previous correspondence and in fact it just ignores it!
Finally, your organisations biggest failure of all, is only taking an issue seriously when a customer goes on Trustpilot and gives you 1 star and outlines your organisation inability to deal with a complaint about your product. I do not understand why at an earlier stage one of your support staff did not have the wit or courage to communicate with their line manager. To point out that there was an issue with this customers’ machine and we should do more to assist them. By churning out the same formulaic responses it appears to me that you don’t care. It appears that your organisation is in it to sell machine and doesn’t give a dam whether they work or not.