SB
Simone B
1 reviews | Active since Nov 2021
18 Nov 2021, 14:07
Shockingly rude and not customer centric at all
Absolutely horrified at the attitude of this business. These plumbers replaced a burst geyser under an insurance claim. 6 months later the element and thermostat needed to be changed , under warrantee. ( sound fami****??!!!) When it came to getting the job done, it was a whole story of they need more photos and can’t just send the plumbers Willy nilly? Then when trying to confirm a time for the job to be done, it didn’t fit in with their schedule and they don’t wait after 5 or weekends. The woman that “runs” or manages this place is just so rude and was argumentative and actually had the cheek to tell me I must wait 4 days with no water . I’m just shocked at how places like this stay in business .
Helpful (0)
Replies (1)0
Replies (1)
Zeneco plumbing's replyOfficial
22 Nov 2021, 16:49Good day
We would kindly like to rectify the above statements.
We were not the installers of the geyser 6 months ago. We were appointed by the manufacturer on a warranty call on the 18th at 10h00. According to the warranty protocol we have a 24hr turnaround time for any warranty claims. We made contact with the owner on the same day and she asked us to contact her tenant Simone Blake to set up app. On the same day we received the call we were willing to assist the client. Please be aware that we dont get the calls the same day the inspection plumber or insurance goes to inspect the first time. From that first call to the plumber or insurance it gets send to the manufacturer and then to us so by the time we get the call the client has been without water for a day or even 4 days, it depends on how quickly we responds and in this case it was immediately. I phoned Simone and asked her if we can come to assist at about 13h00 she then advised me she needed to leave at 14h00 and will only be back after 5. We do work after hours but we are based in brackenfell and had no other clients booked in her area so its impossible for my team to remain in her area for 3 hours or to come back to the northern subs and then return again after 5. I asked Simone if we can assist the following morning and she rep**** she will not be available...not giving us even an option of doing it at a different time because when I aksed her for Monday she rep**** that we will not be available the whole of next week...how do you arrange an appointment to give service if the client is never available. I then revert back to the owner rather who spoke to Simone and she was then suddenly available the next morning at 10...which she could have just told me when I asked her?
We arrived after 10 on the 19th and replaced the thermostat that was burnt due to not being installed properly by the installer 6 months ago ( please note we are not the plumbers who installed the geyser)
It was difficult to make an arrangement with a client that is not willing to make time for the service to be delivered and also being irate because of the time frame it took to attend since the problem started. We attended within the 24 hrs contract time.
We would kindly like to rectify the above statements.
We were not the installers of the geyser 6 months ago. We were appointed by the manufacturer on a warranty call on the 18th at 10h00. According to the warranty protocol we have a 24hr turnaround time for any warranty claims. We made contact with the owner on the same day and she asked us to contact her tenant Simone Blake to set up app. On the same day we received the call we were willing to assist the client. Please be aware that we dont get the calls the same day the inspection plumber or insurance goes to inspect the first time. From that first call to the plumber or insurance it gets send to the manufacturer and then to us so by the time we get the call the client has been without water for a day or even 4 days, it depends on how quickly we responds and in this case it was immediately. I phoned Simone and asked her if we can come to assist at about 13h00 she then advised me she needed to leave at 14h00 and will only be back after 5. We do work after hours but we are based in brackenfell and had no other clients booked in her area so its impossible for my team to remain in her area for 3 hours or to come back to the northern subs and then return again after 5. I asked Simone if we can assist the following morning and she rep**** she will not be available...not giving us even an option of doing it at a different time because when I aksed her for Monday she rep**** that we will not be available the whole of next week...how do you arrange an appointment to give service if the client is never available. I then revert back to the owner rather who spoke to Simone and she was then suddenly available the next morning at 10...which she could have just told me when I asked her?
We arrived after 10 on the 19th and replaced the thermostat that was burnt due to not being installed properly by the installer 6 months ago ( please note we are not the plumbers who installed the geyser)
It was difficult to make an arrangement with a client that is not willing to make time for the service to be delivered and also being irate because of the time frame it took to attend since the problem started. We attended within the 24 hrs contract time.
Zeneco plumbing's reply22 Nov 2021, 16:49
Official
Good day
We would kindly like to rectify the above statements.
We were not the installers of the geyser 6 months ago. We were appointed by the manufacturer on a warranty call on the 18th at 10h00. According to the warranty protocol we have a 24hr turnaround time for any warranty claims. We made contact with the owner on the same day and she asked us to contact her tenant Simone Blake to set up app. On the same day we received the call we were willing to assist the client. Please be aware that we dont get the calls the same day the inspection plumber or insurance goes to inspect the first time. From that first call to the plumber or insurance it gets send to the manufacturer and then to us so by the time we get the call the client has been without water for a day or even 4 days, it depends on how quickly we responds and in this case it was immediately. I phoned Simone and asked her if we can come to assist at about 13h00 she then advised me she needed to leave at 14h00 and will only be back after 5. We do work after hours but we are based in brackenfell and had no other clients booked in her area so its impossible for my team to remain in her area for 3 hours or to come back to the northern subs and then return again after 5. I asked Simone if we can assist the following morning and she rep**** she will not be available...not giving us even an option of doing it at a different time because when I aksed her for Monday she rep**** that we will not be available the whole of next week...how do you arrange an appointment to give service if the client is never available. I then revert back to the owner rather who spoke to Simone and she was then suddenly available the next morning at 10...which she could have just told me when I asked her?
We arrived after 10 on the 19th and replaced the thermostat that was burnt due to not being installed properly by the installer 6 months ago ( please note we are not the plumbers who installed the geyser)
It was difficult to make an arrangement with a client that is not willing to make time for the service to be delivered and also being irate because of the time frame it took to attend since the problem started. We attended within the 24 hrs contract time.
We would kindly like to rectify the above statements.
We were not the installers of the geyser 6 months ago. We were appointed by the manufacturer on a warranty call on the 18th at 10h00. According to the warranty protocol we have a 24hr turnaround time for any warranty claims. We made contact with the owner on the same day and she asked us to contact her tenant Simone Blake to set up app. On the same day we received the call we were willing to assist the client. Please be aware that we dont get the calls the same day the inspection plumber or insurance goes to inspect the first time. From that first call to the plumber or insurance it gets send to the manufacturer and then to us so by the time we get the call the client has been without water for a day or even 4 days, it depends on how quickly we responds and in this case it was immediately. I phoned Simone and asked her if we can come to assist at about 13h00 she then advised me she needed to leave at 14h00 and will only be back after 5. We do work after hours but we are based in brackenfell and had no other clients booked in her area so its impossible for my team to remain in her area for 3 hours or to come back to the northern subs and then return again after 5. I asked Simone if we can assist the following morning and she rep**** she will not be available...not giving us even an option of doing it at a different time because when I aksed her for Monday she rep**** that we will not be available the whole of next week...how do you arrange an appointment to give service if the client is never available. I then revert back to the owner rather who spoke to Simone and she was then suddenly available the next morning at 10...which she could have just told me when I asked her?
We arrived after 10 on the 19th and replaced the thermostat that was burnt due to not being installed properly by the installer 6 months ago ( please note we are not the plumbers who installed the geyser)
It was difficult to make an arrangement with a client that is not willing to make time for the service to be delivered and also being irate because of the time frame it took to attend since the problem started. We attended within the 24 hrs contract time.