Review Time
Appalling customer service. Hot Water heater (Europrisma ) has failed after less than 12 months. I phoned customer service who issued an email for me to respond to with photos and proof of purchase and installation. I received an email response that I have to register this online. I did. I received an email stating that this was rejected with no explanation. I phoned again and was advised that the photo (you can only upload one) was inadequate and that I should have put all the photos onto a pdf. Why didn't I receive an email requesting this information (which I had actually emailed the day before). Eventually the customer service agent agreed to send it to technical who rejected it again as I had not said that my heating engineer had reset the heater even though I advised that he had visited and checked it. In addition they also commented that the expansion vessel was fitted horizontally not vertically. I responded by email and phone that he had tried to reset the heater and also that the expansion vessel was fitted horizontally according to the manufacturer's instructions with an accompanying screen shot forwarded from my heating engineer from the manufacturer's website. I was advised that my case has been closed and that I need to reregister on the website. Now the website is not recognising the product registration.(Oops we coudn't identify your product. Please contact customer service.) I phoned again-please send an email telling us about this problem. I did. Then you need to send a screenshot as proof. Just never ending. The website also needs to be updated to state-Do not phone us for customer service as we can't do anything and have a link to register the problem on which will disappear into the ether of zero responsibility.Currently sitting at 22 emails and 15 days...Update 26th March-The fiasco continuesI have today received an email stating that 2 attempts have been made to deliver the replacement hot water heater to the Scout Hut where it was originally installed. This is despite several phone calls and emails from myself to state that the replacement heater needs to be delivered to my home address as the Scout Hut is not inhabited. I phoned today to be advised that the customer service advisor is unable to do anything and that I should email again. (He couldn't find on my emails my request for the address to be changed until I told him the dates of the emails) I have sent at least 4 emails requesting that the hot water heater be delivered to my home address....The Scouts still have no hot water...Finally the replacement hot water heater arrived 23 days of repeated correspondence!
Aristons emergency call out service for a heat pump under warranty is shocking. We have a pump that keeps coming up with errors. We have had to restart the pump countless times. We have had to wait weeks for them to come and replace the necessary parts. And now the pump has stopped working all together. No hot water no heating for a family of 6 with a 9 year old and a 70 year old. And aristons response is that we have to wait 2 days for anyone to come out to fix it. Great job ariston.
Terrible customer service and lack of goodwill DON'T BUY ARISTON! Our Ariston boiler is just under 14 months old and is faulty but because we didn't register for the additional warranty in time Ariston are refusing to repair it or even supply any required parts as a goodwill gesture.
Further to your response to my review, I would like to clarify that this incident did not start on 23rd December but on 25th October. Please refrain from portraying me as a fussy consumer. Your service has been appalling.As someone who manages over 300 properties, I have instructed my contractors to cease installing Ariston Boilers due to the poor post-warranty service. I cannot, in good faith, recommend this service to any landlord. If this boiler had not been under warranty, the issue would have been resolved within a couple of days.I hope this feedback is taken seriously to improve your future service offerings.
The call centre were amazing and arranged an engineer to come out. I phoned mid day ish on Friday and the engineer came out late morning on the Monday. He was knowledgeable and very polite. He didn’t have the part needed onThe van but arranged another visit on Tuesday to fit the part needed. He left no mess and the job was completed in the time he specified. I was very pleased with the service from all at Ariston and can definitely recommend.
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