Post by NiceNeighbour on Dec 22, 2014 21:03:01 GMT
AT 1745h this evening electricity suddenly went off in my home. The only rooms left with power were the garage and the lounge. The boiler went down so no hot water and no heating.
Called Taylor Wimpey emergency number. First advisor said to unplug all electrical appliances, not just switch off but take plugs out. We did that while she was on the phone but she seemed not to want to listen to what we were saying and she repeated three times for us to do what we already did. After insisting that we did that, she then 'warned' us that we would be charged for a call out if they came and found anything plugged in, so to pacify her we said fine, we'll unplug and call her back - which was the response she wanted. So she became a happy bunny.
Called back and a guy answered this time. We reported that we unplugged the appliances and he said he would call out a contractor and someone would call within an hour.
An hour came and went. We called back to speak with a third person to report that no contractor had called. He said that three contractors had 'refused' the job and the fourth one would be coming out. They had been contacted at 1836h and we should expect a call from them around 1930h to say what time they can come.
At 1941h called back and spoke with a fourth advisor who then said that her colleague should not have given us a time because even though they would say that the contractor would call in an hour, that is not guaranteed. We said we would call back in another hour and asked what was their protocol if the contractor did not call. The young lady said we just have to wait for that call as she never had an experience of a contractor not calling! (NOTE: My first experience with Taylor Wimpey Customer Service when a shower tray collapsed ... the site manager was to call and after a week had not ... when I called back Customer Service a week later I was told that I should be aware that non-urgent requests can take up to 28 days ergo ... wait until 28 days had elapsed before calling them back!
We asked for the telephone number for the contractor but it is not their policy to give out numbers. About 15 minutes later a voicemail was left saying they had contacted the contractor and the "rough ETA" was about 2300h - just over five hours after making the complaint.
That was totally and utterly unacceptable so called the company that did the electrical installation ... even though this was not their responsibility ... as it was clear that Taylor Wimpey's 'emergency service' was shot. We left a voicemail. Six minutes later an engineer called, troubleshoot the problem on the phone which took four minutes and we were back in business.
The quality of Taylor Wimpey's customer service is totally unacceptable and I take back all the good things I said about how nice this company is and all the recommendations that I made to my friends who are looking for new builds.
We called back the so-called emergency number at 2020h to say that we had a fix and we are totally dissatisfied with the level of service and will be filing a formal complaint. She is the fifth advisor BUT the first to tell us that their service level contractor provides a four-hour guarantee. No one said that to us previously. The fourth advisor said we "just had to wait" until the contractor calls. Even though they provide a four-hour guarantee response -- and note this is a response only, not a fix -- the "rough ETA" of 2300h was 5 hours and 15 minutes after we first made the complaint.
What is sad with this 'fine print' is that this guarantee is not for a fix but for the contractor to telephone us to say what time they will come by. So they could have called at 11pm to say they will be there at 9 o'clock the following day.
Horrible, horrible, horrible customer service from Taylor Wimpey.
My advice ... be prepared to keep your own list of emergency contractors. This will cost you because Taylor Wimpey WILL cancel your warranties. But your choice is: (a) paying to have a service such as heating during the winter or (b) having no service and begging for it just so you can keep your warranty. Your choice.
Terry
P.S. In the shower tray debacle, I discovered that Taylor Wimpey installed a cheap plastic shower tray. As the five legs collapsed, they stuck some wood to prop up the tray and said the tray needs to be replaced but after the Christmas break. I asked whether we could not purchase our own stone tray and have them install that rather than another flimsy plastic tray. They said "sure we'll install that for you but it will void your warranty". Nice customer service!
Called Taylor Wimpey emergency number. First advisor said to unplug all electrical appliances, not just switch off but take plugs out. We did that while she was on the phone but she seemed not to want to listen to what we were saying and she repeated three times for us to do what we already did. After insisting that we did that, she then 'warned' us that we would be charged for a call out if they came and found anything plugged in, so to pacify her we said fine, we'll unplug and call her back - which was the response she wanted. So she became a happy bunny.
Called back and a guy answered this time. We reported that we unplugged the appliances and he said he would call out a contractor and someone would call within an hour.
An hour came and went. We called back to speak with a third person to report that no contractor had called. He said that three contractors had 'refused' the job and the fourth one would be coming out. They had been contacted at 1836h and we should expect a call from them around 1930h to say what time they can come.
At 1941h called back and spoke with a fourth advisor who then said that her colleague should not have given us a time because even though they would say that the contractor would call in an hour, that is not guaranteed. We said we would call back in another hour and asked what was their protocol if the contractor did not call. The young lady said we just have to wait for that call as she never had an experience of a contractor not calling! (NOTE: My first experience with Taylor Wimpey Customer Service when a shower tray collapsed ... the site manager was to call and after a week had not ... when I called back Customer Service a week later I was told that I should be aware that non-urgent requests can take up to 28 days ergo ... wait until 28 days had elapsed before calling them back!
We asked for the telephone number for the contractor but it is not their policy to give out numbers. About 15 minutes later a voicemail was left saying they had contacted the contractor and the "rough ETA" was about 2300h - just over five hours after making the complaint.
That was totally and utterly unacceptable so called the company that did the electrical installation ... even though this was not their responsibility ... as it was clear that Taylor Wimpey's 'emergency service' was shot. We left a voicemail. Six minutes later an engineer called, troubleshoot the problem on the phone which took four minutes and we were back in business.
The quality of Taylor Wimpey's customer service is totally unacceptable and I take back all the good things I said about how nice this company is and all the recommendations that I made to my friends who are looking for new builds.
We called back the so-called emergency number at 2020h to say that we had a fix and we are totally dissatisfied with the level of service and will be filing a formal complaint. She is the fifth advisor BUT the first to tell us that their service level contractor provides a four-hour guarantee. No one said that to us previously. The fourth advisor said we "just had to wait" until the contractor calls. Even though they provide a four-hour guarantee response -- and note this is a response only, not a fix -- the "rough ETA" of 2300h was 5 hours and 15 minutes after we first made the complaint.
What is sad with this 'fine print' is that this guarantee is not for a fix but for the contractor to telephone us to say what time they will come by. So they could have called at 11pm to say they will be there at 9 o'clock the following day.
Horrible, horrible, horrible customer service from Taylor Wimpey.
My advice ... be prepared to keep your own list of emergency contractors. This will cost you because Taylor Wimpey WILL cancel your warranties. But your choice is: (a) paying to have a service such as heating during the winter or (b) having no service and begging for it just so you can keep your warranty. Your choice.
Terry
P.S. In the shower tray debacle, I discovered that Taylor Wimpey installed a cheap plastic shower tray. As the five legs collapsed, they stuck some wood to prop up the tray and said the tray needs to be replaced but after the Christmas break. I asked whether we could not purchase our own stone tray and have them install that rather than another flimsy plastic tray. They said "sure we'll install that for you but it will void your warranty". Nice customer service!
