The issue (a blocked sewer) was reported late morning yesterday, and my interaction with the customer service team was positive. An engineer was promised within 4 hours, but he arrived around 8 p.m. He worked in freezing conditions and identified the cause by 9 p.m., but had to stop due to access issues on a neighbor's property. I had to follow up with customer service for a status update mid-morning today, and the engineer arrived just before midday to continue the work, which he completed, despite some access challenges, by 2 p.m., successfully clearing the blockage to everyone's satisfaction. Pros: The service line staff were friendly and helpful. The engineer was polite, cheerful (despite the cold), persistent throughout the process, and kept me updated. Cons: I was never provided with a reference number (despite one being assigned), and I could only find out the status of the issue by calling. I would expect that every customer service system should allow online access to updates via a job reference number in today's digital age.
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