Shocking Service (Old Mutual) - Burst Geyser

Yesterday morning, our geyser burst, causing water to stream outside of the yard. We immediately contacted Old Mutual for assistance. However, despite it being an emergency, they were unable to send someone the same day. Consequently, we had to endure cold showers.

This morning, a technician arrived and informed us that the geyser needed replacement. They referred us to a third-party warranty service for Electrolux, which would cover the full replacement under warranty. Hours later, two technicians from Electrolux arrived. I politely asked one of them not to smoke near my house, and the other, in an offensive manner, stated that he was warning me about putting my dogs away, claiming they were scared. Despite explaining that the dogs were trained and unbothered, I had no choice but to find a solution, given the lack of a middle gate in our house.

Throughout their visit, the technician displayed annoyance, starting from the moment he arrived. After spending five minutes in the roof, he declared the warranty void due to a non-return valve not being installed correctly. I contested this, as I do not work in the roof, and previous technicians from the insurance company had worked on the geyser in 2022 and 2021. If there were installation issues, they were likely responsible.

Following their departure, they did not refer the case back to Old Mutual, and I had to take the initiative to follow up with all involved parties. This led to frustrating conversations with different agents at Old Mutual, who struggled to grasp the complexity of the situation.

Moreover, the simple request to change the 150L geyser to a 200L geyser seems to elude understanding at Old Mutual. I find myself repeatedly explaining the same details, and every time they call back, it's treated as if it's a new case. I've had to remind them multiple times that they have already assessed the situation, and we're dealing with a burst geyser. This persistent lack of comprehension adds to the ongoing challenges and frustrations in resolving the matter.