Over promise, under deliver

<p>i had a challenge with my solar geyser system after the cold spell two weeks ago. all went well until i had to interact with Vinah in johannesburg. The plumbers were appointed and they came to do the inspection and told the solar panel neded to be replaced and that the insurance will get back to me with way forward. i waited but Vinah did not get back to me unitl i called her to find out what was happening. she said she was waiting to get a quote from the plumbers. I called her again and she told me the plumbers will call me for instalation. when the plumbers called me he siad i had to pay in approx R2000 for parts which the insurance does not cover. I said that was a bit much for me, then he suggested that if the insurnace pays you, you can then find a privagte plumber who will be much cheeaper, so i asked him how much would the insurance pay out? he told me to hold while he did his calcualtions and then told me i would get over R8000. Then after a day i called vinah and we discussed the option of using a privagte plumber but she needed to get in touch iwth the plumber to confirm amount to be paid out. That was the morning of the 26th June 2016. she said she will phone in five minutes. she never did. I called her back four times and kept leaving mesaages for her but she never got back to me. The next day i called and left another message and by this time i was fumming. she called me back, without any appologies for yesterday poor customer service. she told they will pay R6000 plus but i expalined to her what the plumber told me. she said she will phone the plumber and talk to him. Then she called back and the three of us were on teleconference. I asked the plumber if he was the person i spoke to last week but it was not. I asked Vinah if we can have a discussion with the plumber i was dealing with but this request was denied. This shows lack of transparency, how do i know i was speaking to the plumber or someone in Vinah's office. This is so very poor customer service. I called Santam service centre and put in a complaint. Violet ********** 275</p>