I bought a property fitted with an Ultrasteel cylinder (6 years old). The thermostat pocket corroded and sprang two leaks - it was made of a nickel plating over soft copper, and as soon as the nickel was knocked or damaged, the copper was corroded by the water in the cylinder.So any sort of "dink" in fitting would cause this. Kingspan Tech Support said I needed a new Statpocket which they were now making in stainless steel. Fundamentally I believe that as the old version was not fit for purpose and was only 6 years old, they should have offered this free as a goodwill gesture. But they wouldn't accept any problem with the original design, so they wouldn't consider this. Never mind. I was told to order it on the website, where I was also charged GBP12 for next day delivery.
Well the "next day" bit didnt happen, so after another phone call they said they would refund the delivery charge. However they are not able do this, the tech support people cannot refund people and they clearly are not able to internal contact with their Northern Irish website grouo who took my money in the first place. Kingspan's customer service has proved hopeless, I have been passed round three people, each of which defends their company but has no interest in satisfying the customer, or indeed effecting a refund. It is always someone else's fault, usually the website team get the blame, or "the people whohave your credit card details". The people who can supposedly sort it out are always "in a meeting" which is far too important to interrupt for a customer issue. Most of the interactions I have had (over a GBP12 issue!) show a company without any individual empowerment, or interest in efficient internal processes. Everyone I've dealt with sees their colleagues as a "them and Us", which reflects very badly on the company. I wouldn;t touch them with a bargepole in future, they have no idea about what makes an efficient modern company, nor how creating goodwill with a customer over a trivial amount might be good for their business. If David Brent was responsible for a brand this is what we'd get.
This review is for Kingspan Environmmental, manufacturers of Titan (and other) oil storage tanks. My Titan tank began to leak nine years after it was installed. It had a ten year warranty. Kingspan paid up without the least argument. Heather Rae, the claims handler, was brilliant throughout. Perfect service. Thanks.
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