1 reviews | Active since Jan 2017
ITS Heatpump
Had a problem with my heatpump and the local agent came to remove it. The agent then took it to Cape Town to the head office to be fixed. He spesifically told them that the circuit board is stuffed and also that it is an urgent job. After 2 and a half weeks without hot water (also meaning I could not accept guests in our guest cottage) they 'found' that the circuit board was faulty! I called them today and asked how it works that they take so long. The technical manager tells me that they had other heatpumps booked in before mine. I understand that, but fail to understand how: 1. if you have so many repairs and/or such a backlog, why not employ more people to render a more efficient service and 2. if you have such a wonderful product, how come you have so many repairs? When I asked the manager why they did not phone me and keep me updated he said he did not have my number, only the agent's number. Now, I am sure the agent would have my number! Simply put - it takes a phone call to keep a client informed; and it should never take two and a half weeks to fix someone's ho****er source. If it is going to take that long one needs to put something in place in the interim.
As mentioned in our initial discussion, I fully comprehend your situation and why you are upset. I did explain that with any type of repair center, there is prebooked services and or repairs and unfortunately caused a delay on the repair of your unit. Please see time frame of events: A 10 year old Unit (manufacturing date 2011) was submitted the afternoon of 14th May via contractor 17th May the unit was assessed as time schedule allowed and a refrigerant leak identified. It was also identified that the circulation pump was replaced at some point but installed incorrectly with water flow running up stream. This was first corrected. The unit could not be run to full capacity due to a refrigerant leak identified. Quote send to client. Total time spend on assessment – 2.5hours 18th May client confirmed a go ahead for repair on supp**** quote. Unit repair was commenced on the 27th May after other client repair obligations have been completed. Total time spend on repair 1hour, Total time spend on vacuum of system – 9 hours (remainder of 27th may & 28th May) After repair was complete unit was assessed again. Intermitted problem occurred. Further assessment showed intermitted problem to be from the main PCB. Total time spend on secondary assessment and test, 1.75 hours (31st May) Morning (08h22)of 1st June client/ contractor was informed, secondary invoice completed and same morning unit collected by Courier. Total time client is invoiced for including assessment – 1.5hours Total repair time on unit – 13.25 work hours Units was an the workshop a total of 11.75 workdays It is always advised that a system be installed with a secondary back up heat source. The standard electrical geyser does have an electrical element that could have been commissioned for the emergency time frame. Unfortunately your establishment can not accommodate a secondary heat source due to Photo voltaic limitations.
As mentioned in our initial discussion, I fully comprehend your situation and why you are upset. I did explain that with any type of repair center, there is prebooked services and or repairs and unfortunately caused a delay on the repair of your unit. Please see time frame of events: A 10 year old Unit (manufacturing date 2011) was submitted the afternoon of 14th May via contractor 17th May the unit was assessed as time schedule allowed and a refrigerant leak identified. It was also identified that the circulation pump was replaced at some point but installed incorrectly with water flow running up stream. This was first corrected. The unit could not be run to full capacity due to a refrigerant leak identified. Quote send to client. Total time spend on assessment – 2.5hours 18th May client confirmed a go ahead for repair on supp**** quote. Unit repair was commenced on the 27th May after other client repair obligations have been completed. Total time spend on repair 1hour, Total time spend on vacuum of system – 9 hours (remainder of 27th may & 28th May) After repair was complete unit was assessed again. Intermitted problem occurred. Further assessment showed intermitted problem to be from the main PCB. Total time spend on secondary assessment and test, 1.75 hours (31st May) Morning (08h22)of 1st June client/ contractor was informed, secondary invoice completed and same morning unit collected by Courier. Total time client is invoiced for including assessment – 1.5hours Total repair time on unit – 13.25 work hours Units was an the workshop a total of 11.75 workdays It is always advised that a system be installed with a secondary back up heat source. The standard electrical geyser does have an electrical element that could have been commissioned for the emergency time frame. Unfortunately your establishment can not accommodate a secondary heat source due to Photo voltaic limitations.