Hello good people of Wazua, allow me to rant about this car import company. I have done quite some business with them in the last 2 years.
Now, I undertook to import some 2 units in June; back then cars were lower-priced.
All was well with the 1st, not so much with the 2nd.

One month after paying, I was informed that it had failed the inspection tests. SBT then undertook a concerted effort to sell me other cars at current market rates, i.e. I was being asked for Top-Ups.

After numerous attempts to convince them that since the failure to deliver was theirs they should get me another unit at the same price, I got tired of what I saw as an attempt to push business down my throat and requested a refund.

A full 2 months after paying and a month after requesting a refund I am still chasing my money. Now the refund that was due 'in a month' yesterday is still being pushed back with reasons like year closure.
They behave like the refund is a big favour, almost with contempt because I refused their other offers.

Has SBT’s success with the Kenyan market bred arrogance and poor customer service?

If anyone can offer me good official or unofficial customer complaint channels, I will be happy to use them.

My goodness, nothing so irritating as when SBT Japan get a hold of your mobile no, however they even do it. They are my most regular, most persistent, most IRRITATING spam caller. From an international number no less!

What is the issue again?

Do T&Cs of sale indicate that incase of such a test failure will lead to replacement of the unit without additional cash by buyer?

I don't think so; never thought to check this because I didn't think that such a situation could arise.

However, I believe that if you pay for something and I promise to deliver it, then the onus is on me to deal with any issues arising.

That can only work for new cars because all new cars are the same and can be replaced. But for used cars it's a different ball game since no two 7yr old used cars are the same and thus would be valued differently. Your choice car could have probably been in terrible condition and thus quite cheap and thats why it couldn't pass the inspection.

@mugo2of3 give email i send you contact number you be assisted.

SBT are reputable but i wouldnt have gone for a refund generally prices have increased by a huge margin from around june july a car selling for 6000usd is now at 7000usd these are factors beyond their control.
Refunds especialy from an overseas company are generaly sluggish they should eventualy pay you though the best option was to get replacements