Customer service vs Liability? Guess who wins?

<p>My geyser sprung a leak from one of the component opening of the actual geyser. It must have been dripping for a while as there are brown stains at the bottom of said component as well as on my laundry room tiles. The geyser is attached to the wall just below the ceiling in the laundry room and has been since the house was built, being a flat roofed house. This should make access to the geyser easier, you would think. We only noticed the leak on saturday past, 21 January 2017.</p> <p> </p> <p>After reporting it to my insurance company Absa, they sent out Plumlink, who diagnosed the leak and also ascertained that the geyser was still under warrantee from Kwikot, who then apparently had to themselves physically replace the geyser. Think about it- 3 separate companies that the customer had to deal with to get a leak fixed!</p> <p> </p> <p>Kwikot sent out Stephen/Steven (?) who did not impress with his customer relations s****s since he phoned me nor when he arrived at my premises. He promptly advised me that because there was a fridge located below the geyser location, i had to sign liability in case ANYTHING went wrong. At no stage during the conversation before he contacted his company, did Stephen/Steven offer any solutions, like covering the fridge safely to protect it from water or falling objects, not bringing in extra manpower, or any other solutions of which I can think of.</p> <p> </p> <p>Now the fact is that the (Kwikot) geyser has been replaced less than 5 years ago by a plumbing company who replaced my geyser without any fuss like now, so I was not impressed with KWIKOT at all!</p> <p> </p> <p>Stephen/Steven took photos of the laundry room, sent it to his supervisor, spoke to his supervisor and communicated to me that I would have to accept liability in case ANYTHING happened, or if I did not my insurance company would have to send someone to move the fridge. He then said that he had communicated other alternatives to me when I pressed him as follows:</p> <p> </p> <p>I indicated that i was unwilling to accept liability for ANYTHING going wrong, as (1) he had not given me the assurance that they (Kwikot) would do everything in their power to ensure that nothing would go wrong (2) he had been to general in terms of the ANYTHING that could go wrong, (3) he had given not given me the impression from the start that he wanted to make sure that he did everything to solve my problem, and in fact did the opposite- threw ANYTHING in my way not to solve my problem.</p> <p> </p> <p>Not being able to find common ground to solve my problem, I advised Stephen/Steven to proceed and leave and report the situation to my insurance company. Soon after that Plumlink phoned, and I appraised them of the situation.</p> <p> </p> <p>Now whilst I understand that KWIKOT may have wanted to protect my proporty (the fridge) from damage, i think they went about it in an unfriendly and problem-oriented manner and which did not lead to solving my problem- MY GEYSER IS STILL LEAKING!</p> <p> </p> <p>Sorry KWIKOT, but your customer service sucks...</p>