When my Aquilisa shower developed a leak I called the Aquilisa Homeserve number and was a little worried when I was told Homserve were no longer running the extended warranty service. All worries were buried when a very helpful Aquilisa Service agent immediately diagnosed the problem as a leaking cartridge. He ordered the spare part and arranged an engineer to install it. On the due date, a very courteous and efficient engineer did all that was required AND replaced the wiring loom as it looked like it had suffered water damage. All round it was a hassle free episode and one that means I will always be happy to recommend Aquilisa. I am not related to anyone at the company!!
I bought 2 HiQu xt shower bars to replace our trustworthy 2 Aquastreams after changing to a pressurised water system. After installation of these two shower bars, and within a couple of days, I noticed a very slow drip from the grub screws that holds the temperature cartridge in place. Seeing these items were brand new and covered by a “lifetime guarantee” I telephoned Aqualisa for help. The “customer service” person advised me to tighten the grub screws and see if it remedied my problem. Fortunately my investigative mind took preference and I undid the grub screw and found that this screw only holds the thermostatic cartridge in place and that the leak was from further inside the unit. I telephoned Aqualisa, again, and this time they said they would send an engineer to visit. A week passed and an engineer visited, he found that the bodies of the shower bars could have been misshaped but tried to see if he could repair the two with new cartridges. Needless to say he made yet another appointment, yes one week later, to get an engineer to replace both units with new. These were fitted today but to my amazement appear to be second-hand, refurbished or otherwise due to the fact that on one, the flow knob is all lose and will fall off shortly. The other, the flow control knob has not been put on in the correct place. What sort of engineer leaves these 2 shower units in such a state? Needless to say back onto Aqualisa and yes the bog standard answer, don’t worry, we’ll send an engineer and install new ones in yet another weeks’ time! (Again) Aqualisa, I’m fed up waiting for yet another week, I want these units replaced with new and fitted by a competent trustworthy engineer ASAP, this surely is not too much to ask?
UPDATE To Jane Fowler, Customer Care Supervisor As you requested, I did telephone your office only to be told that you were in a meeting. I left a message asking you to contact myself but to no avail. I’m sure that if you want to contact me, my details can be found on you repair/call out system. After all your company do telephone and advice what time an engineer should be expected. Just for you information, I have just been emailed a “service report” from yourselves, the job number is 1069001. The Solutions and Recommendations section demonstrates my feelings of your company and the service offered. It took just 18 minutes to remove the two showers and refit with somewhat “dodgy” ones. Please DO NOT send the same engineer!
This company took my £260 for guaranteed repair, sent a cow boy sub contractor instead of Aqualisa engineer 10 days later! The contractor faffed around in the loft for half an hour before telling me the part that needs replacing is a £20 data cable and he cant access it - so he would send me a cable and I would have to pay another engineer to fit it !!! Oh and to add further misery to my time with this company the guy fell of his ladders and caused hundreds of pounds worth of damage to my property!!! Maybe if they sent the original engineer out like promised this wouldn't of happened and my shower would work!! Written a complaint lets see there response!!
I couldn't possibly run through all my points of disgust or I would be on here for hours! 6 call outs in one year Engineers can't be bothered to turn up If they do turn up they just replace the shower rather than looking into underlying problem I have had 5 new showers in a year! Rude staff Shoddy workmanship Senior management not interested (but BBC Watchdog are)! Watch this space!
On two occasions recently, I have had to call Aqualisa customer services, and schedule a technical support visit. On both occasions the service provided was first class, the timings were arranged to suit me, and the technician that arrived could not have been more helpful. I have two Aqualisa digital showers in my house, and I'm happy in the knowledge that if they go wrong, I can count on a high level of support. Well done Aqualisa!