HH
HOWARD H
1 reviews | Active since Mar 2015
01 Jun 2015, 14:05
POOR RESPONSE
Had burst pipe under kitchen sink last night at about 01:30am and called Drain Surgeon 24hr Emergency for assistance whom in return promised 1hr response to me via emergency call operator. At 02:36am I phoned again and was promised by operator that technician will arrive shortly. Drain Surgeon plumber arrived at 08:38am to my dissatisfaction. By then assistance by alternative plumber was already obtained. Drain Surgeon, most definitely your word is not your bond on website as I had terrible service from you in terms of response.
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Drain Surgeon's replyOfficial
01 Jun 2015, 15:36Hello Cherylhicks,
The Drain Surgeon Head Office has investigated the above incident and wishes to apologise profusely.
Please be assured that we do run a 24 hour service, 7 days a week, 365 days a year. The above is truly an isolated incident.
The above incident was a result of technology and human error letting us down.
The minute you logged the call, the plumber was immediately called and informed of the job, our call centre agent then smsed the job details to the plumber, due to what we believe to have been maintenance on the sms portal this caused a delay in the sms being received by the plumber (he only received it at 7/8 this morning), the plumber did on two occasions sms the call centre requesting the job details which were again delayed due to routine maintenance. After you called a second time our call centre agent should have called the plumber again instead of assuming he was on his way.
Thank you for bring this to our attention as it will assist us in insuring that this does not happen again in the future. Sorry again.
The Drain Surgeon Head Office has investigated the above incident and wishes to apologise profusely.
Please be assured that we do run a 24 hour service, 7 days a week, 365 days a year. The above is truly an isolated incident.
The above incident was a result of technology and human error letting us down.
The minute you logged the call, the plumber was immediately called and informed of the job, our call centre agent then smsed the job details to the plumber, due to what we believe to have been maintenance on the sms portal this caused a delay in the sms being received by the plumber (he only received it at 7/8 this morning), the plumber did on two occasions sms the call centre requesting the job details which were again delayed due to routine maintenance. After you called a second time our call centre agent should have called the plumber again instead of assuming he was on his way.
Thank you for bring this to our attention as it will assist us in insuring that this does not happen again in the future. Sorry again.
Best regards,
Drain Surgeon's reply01 Jun 2015, 15:36
Official
Hello Cherylhicks,
The Drain Surgeon Head Office has investigated the above incident and wishes to apologise profusely.
Please be assured that we do run a 24 hour service, 7 days a week, 365 days a year. The above is truly an isolated incident.
The above incident was a result of technology and human error letting us down.
The minute you logged the call, the plumber was immediately called and informed of the job, our call centre agent then smsed the job details to the plumber, due to what we believe to have been maintenance on the sms portal this caused a delay in the sms being received by the plumber (he only received it at 7/8 this morning), the plumber did on two occasions sms the call centre requesting the job details which were again delayed due to routine maintenance. After you called a second time our call centre agent should have called the plumber again instead of assuming he was on his way.
Thank you for bring this to our attention as it will assist us in insuring that this does not happen again in the future. Sorry again.
The Drain Surgeon Head Office has investigated the above incident and wishes to apologise profusely.
Please be assured that we do run a 24 hour service, 7 days a week, 365 days a year. The above is truly an isolated incident.
The above incident was a result of technology and human error letting us down.
The minute you logged the call, the plumber was immediately called and informed of the job, our call centre agent then smsed the job details to the plumber, due to what we believe to have been maintenance on the sms portal this caused a delay in the sms being received by the plumber (he only received it at 7/8 this morning), the plumber did on two occasions sms the call centre requesting the job details which were again delayed due to routine maintenance. After you called a second time our call centre agent should have called the plumber again instead of assuming he was on his way.
Thank you for bring this to our attention as it will assist us in insuring that this does not happen again in the future. Sorry again.
Best regards,