|Consumer Report 2|
The "Guarantee Extension" that proved to be pure moonshine. A very frustrating experience!
A Christmas catastrophe
The customer made a point of getting an assurance from the head of the service department that the guarantee extension would cover all of the work done by Bathing Solutions, specifically everything to do with the bath and its pumps and electrical systems, and also everything to do with the larger hot-water cylinder installed by Bathing Solutions and its immersion heater. This assurance was given by Mr. David Lee.
The immersion heater had stopped working for no apparent reason in the past and Bathing Solutions had sent an electrician to fix it. It was only because the immersion heater was covered by the guarantee extension that the customer agreed to join the scheme.
Fast Forward to Failure
10 minutes later, the customer realized that, despite the cheeful recorded assurances, there was nobody there.
Monday, 24th December
Christmas went by. Then the customer had a bright idea. What about selecting Option 1 for Sales at the telephone menu (instead of 3 for Lacki-Of-Service) to find out if there was anyone there. A very nice young lady apologized for the state of the phone system, said that everyone was on holiday until Wednesday 2nd January 2013 and offered an emergency number.
The customer left his name and phone number after the tone on the emergency number. Nobody called back.
Wednesday, 2nd January 2013
Mr. Lee then informed the customer that the company had changed its policy at some point in the past without telling the customer, of course. In effect, the customer was told: "Hard luck, it's not our problem, and by the way, all the money you've spent up to now on your guarantee extension was wasted."
Needless to say, the customer has no intention of renewing the guarantee extension this year.
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