Burst Geyser

Please see e-mail that was written to Heat Tech Geysers and to date they have not responded to the e-mails that I sent on Monday. This is the worst service I have ever received from a company and on top of that I requested the pictures that was taken from the guy that came out to do the assessment and still have no response from them , in fact they just ignore the e-mails.

Good Day, Thank you for the response but honestly speaking this response surprises me because when I originally sent the e-mail on the 23rd of July I was told that the call was logged and that a plumber would be sent out. On querying this on the 24th again I was told the plumber would come out that afternoon and nothing happened. Yesterday I sent an e-mail and had no response and only today when called I was given a response which does not sit well with me. The fact of the matter is that when I sent the e-mail on the 23rd I thought for sure that you would gave me feedback seeing that the plumber was here the Wednesday, the 22nd already but your response on both the 23rd and 24th tells me that the plumber never got back to you after he was here on the 22nd. It was only today when I called and told to hold so that you could get hold of the plumber did he provide you with feedback. Please see a brief explanation on what transpired last week on the 22nd On Wednesday the 22nd of July 2020 a plumber by the name of David came out to check on the geyser after we logged a call with your call center on Monday (20/07/2020) and we spoke to a lady called Anita. The plumber (David) came very late on the afternoon of the 22nd, went into the ceiling, took some pictures that was never shown to us and said yes the geyser burst and a new one will be delivered, An hour later at about past six he came back and said that that he spoke to someone and this person said that the pressure valve on the geyser was not original and that I should pay +-R2 500.00 (not asking once if I have this kind of money or if I can even afford this payment) and once I have this amount then they will come and install the geyser. He also said I must contact cell number *** and also gave me a business card of JD Reliable Plumbers and Manufacturing and left. I took it for granted that this feedback was given to your offices but was quite surprised when I enquired on the 23rd only to find out that you did not have this feedback on record. I’m even more surprised with the response that I now received via e-mail that the warranty is void and that you giving me all these reasons as to why you will not replace the geyser. Firstly we purchased this geyser from Build It and it was just a standard geyser, there were no valves or anything that came with it. Build It referred us to a plumber and Build It never once mentioned that if we install a geyser from Heat Tech all the below specifications needed to be taken into account, if that was the case then surely Build It had to tell us that in order to install a Heat Tech geyser the below requirements needed to be taken into account and if not then the warranty would fall away. • Recondition valve installed • Hot water vacuum break installed directly from the hot water and not 200mm away from the hot water • Vacuum breakers on the hot and cold are less than 300mm above the geyser • TP does not have a discharge pipe installed I’m a pensioner and know nothing about geysers and for the past 3 years this geyser was fine and now that the geyser burst this is the response I get. I am not happy with the response and the way this was matter was handled by both the company as well as the plumber that came out. How do we resolve this issue because at the end of the day the geyser was and is still under warranty and I don’t think I should be punished for specifications I knew nothing about. I hope my concerns will be taken into account and await a response. Kind regards, Ms. Elena Motshegoa