I have been with Homeserve many years and have generally been satisfied. This time however let down badly by an overbearing, flippant , couldn’t care less customer service advisor .
I am a vulnerable , older customer with sight problems. I discovered my kitchen floor awash. It seemed that there may have been a split in the underneath of kitchen basin. I say seemed as I couldn’t see properly,
This was 9th April. I rang yesterday to see if someone could come out urgently. (point of having insurance for emergencies etc) spoke to an offhand customer service who robotically told me basins not covered . Fair enough but I couldn’t see where leak was and lived on my own. He told me to ask a neighbour, but anyway adamant no engineer until 13th April to check where water leaking from , Cost of £30
Managed to get hold of, also elderly, neighbour who said would “come around tomorrow “. He told me the company they were with had a policy to attend within 24-48 hours for vulnerable customers who live alone . I thought I would enquire about Homeserve cancellation procedures, notice etc.,
After quite a long wait i spoke to a very pleasant young lady and explained why I was considering leaving. Very understanding “updated profile “ and said would put me through to someone who may be able to arrange something. Another wait, then put me through to, I believe the same person I had originally spoken to ! In my opinion no customer service skills. Sounded very offhand and bored. Took even more details, kept talking over me in, what I felt to be, a robotic “computer says” manner. Getting nowhere at all. I kept trying to explain, he then said “I’ll put you through to our cancellation department shall I ?“. NOT the best way to treat a customer of many years
Very disappointed!!
I
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