Incompetence and no support over the weekend when you need it

<p>My geyser is leaking. </p> <p>I tried reporting it on Friday evening. The Discovery recorded call centre message told me to call back on Saturday morning. So I did. Discovery dispatched a plumber on Saturday morning, whose assessment was that the geyser leaked and had to be replaced by the manufacture.</p> <p>Shortly after that I received a SMS from the manufacture acknowledging the call. It took a lot of complaining and escalation from my side to get them out and eventually on Sunday morning the manufacture plumber’s arrived. Their finding was that the solar conversion that Discovery’s service provider did 4 years ago did not comply with their standards and therefore the warrantee is void. Therefore the problem is still not fixed.</p> <p>I called Discovery Insure again on Sunday morning. This time an outsourced call centre agent took my details and advised that they will pass it on to Discovery. </p> <p>What the ........?</p> <p>1. An outsourced call centre? I am definitely not the only Discovery Insure client who has problems over weekends! With any multinational insurance company one would expect a 24 / 7 call logging and support service</p> <p>2. The assessor plumber that you sent out on Saturday morning clearly ***********. He should have picked up that the conversion did not comply with the manufacture’s standard and a Discovery service provider should have been arranged THEN.</p> <p>3. I needed to facilitate the issue over the weekend, waiting for you and your service provider/s to hopefully show up. This should be YOUR job, not mine. I do not have any relationship with the manufacturer.</p> <p>4. Even the small and midsized pluming companies are available 24 / 7 due to the nature of problems. There is no shortage of plumbing service provider who are willing to work after hours! But Discovery, whose clients are paying them nice annuity income, cannot even provide the logistical functions over weekends to connect these service provides with their clients who have problems.</p> <p>Its just very clear: DISCOVERY DOES NOT CARE. You clients’ problems do not wait until Monday mornings when YOUR weekend is done. We live in real life with real problems that happen when it happen. I expect an insurance company who understands this. It does not take a rocket scientist to understand this, and I am sure that you understand this. But clearly you do not care about your clients’ problems.</p>