Shocking Service

Around the 27th September 2019 we informed you that our geyser had burst. It took about a week for the plumber to finally come and fix it. There was much miscommunication between us and you as the agents and the insurance people and the plumbers, so we had three different plumbers come to our flat to have a look at the geyser. Finally (about one week after we initially reported the issue), after one of the plumbers came and took photos of the geyser, his colleagues returned, but with the wrong type of geyser (it was a horizontal geyser rather than a vertical geyser). During this time, the geyser was leaking constantly and had made the wooden board underneath the geyser completely waterlogged, and it is now basically ruined. You would think a burst geyser would require a bit more urgency, but I guess not with the insurance company that is currently being used. The geyser finally got replaced, but was put in at a bit of a skew angle, which we reported, but nothing was done. From the outlook we mentioned that it didn't look like a good job, but nothing was done so we left it as is. Then, last Sunday the 10th November (not even one and a half months after the "new" geyser was installed), we returned to our flat and there was no electricity. We noticed that on the mains circuit board that the geyser switch had tripped, so we reset it but there was still no electricity. On Monday we let you know of the problem and we got an electrician in who came and noticed that the mains unit for the whole flat, which is housed in another part of the building, had tripped. He then looked at the geyser and saw that one of the wires connecting to the geyser had burnt, which must of led to the whole flat tripping. He offered to fix it but we said that we had to go through insurance to make sure they cover the cost of fixing it. Having the burnt wire whilst we were away was a big concern, as this could potentially have caused a fire. It made us realise immediately that our worries about the initial installation were warranted, as these plumbers (Zen Plumbing I think they're called), clearly do not know what they are doing. This was again reaffirmed after they finally came back to "fix" the geyser last Friday the 15 November (again a week after we reported the issue). The plumbers were initially meant to come in the morning, but then the insurance guys called me and I mentioned to them that I made a mistake regarding the time, and could they come at 1pm rather. The insurance person said no problem, he would let them know. Then on Friday at about 10:45am I get a call from the main woman at Zen Plumbing (phone number ***, who by the way will only answer when it suits her) saying that the plumbers are outside and need to be let in. I told her I had rescheduled and she said that no they are there and can't come later. I then had to leave an important work meeting two hours early, my wife let them in but was running late for an appointment, so I returned to be here to supervise and let them out. The plumber (who incidentally was the exact same plumber who installed the geyser the first time, despite insurance saying initially that they would get a different company to fix the issue) fixed a new leak which had started on the geyser, and replace some electrical things on the geyser. He then tried to test it to make sure the electricity was running, however we have a geyser timer which only turns on at certain times, I'm not sure how it works, but the plumber said no that the geyser is fixed and he's just not reading any electrical activity because the geyser timer is not on currently. So I took his word for it that it was fixed, as he seemed confident that the situation was resolved. However it is now Monday the 18th November, and the geyser is still not working. We have running water, but the water is not hot. So, now what? I must mention a few things. Zen Plumbing has completely wasted my time and my wife's time. Luckily I work from home so I am generally available, but if I had to leave work every time to come and let these guys in I would be more furious then I am now. Zen Plumbing clearly do not know what they are doing, and I fail to comprehend how the insurance company can use them as their plumbers of choice. The main woman who calls (phone number ***) is a smooth talker, but is full of *******. The plumbers do a substandard job, a terrible installation and can't fix the problem less then a month and a half later after a brand new geyser with a 7 year guarantee has been installed. I really do not trust them at all, and you can tell the insurance company that if Zen Plumbing arrives here again to "fix" the geyser, I will refuse to let them in and will less than politely tell them to leave. There is clearly an electrical problem with the geyser, as it is not heating the water. I suggest we get a reputable electrician in to fix the electrical problem, and certainly don't use Zen Plumbing again. Please tell the insurance that it has now been over a week that we have not had hot water, and we are sick and tired of this pathetic service that they provide. It would be nice to see some sense of urgency in resolving this matter from them.