06 May 2010
Great Products and Service
My first review of this company was Satisfactory, titled "Service variable depending who you speak to - could be improved".
The background for this was that I originally contacted the company by phone to make inquiries about a heated towel rail, but in order to receive email confirmation of my order, I returned to the web site and ordered it on-line.
I think, due to my lack of knowledge regarding heated towel rails, and lack of information on the website, I did not order the valves at this time as I did not know they were not included (I thought they were included as they are featured in the picture of the towel rail).
Once it was delivered, my fitter informed me that I needed to order the valves as they were not included, so I called the company and spoke to a woman who was very unhelpful, but who eventually confirmed that the valves were not included with the product I had ordered. She offered no further assistance to order the valves and I therefore returned to the website to order them. I then discovered that since the order was small, I was charged £6.50 for delivery, which could have been avoided if I had known I had to order them when I ordered the towel rail.
The both products arrived in good time and in good condition, but the experience with the lack of information on the website leading me to have to place 2 orders, being charged delivery with my second order, and the unhelpful person I spoke with results in me only providing a satisfactory rating.
After my initial review, Geyser has responded (see below) and we have had a telephone discussion regarding my experience. They kindly offered to refund the extra delivery charge, with a goodwill amount as well, which I think is more than fair, if a bit generous. During our discussion, I clarified my comment regarding the information available on the website, pointing out that no where does it state that the valves in the pictures are only the recommended valves for the product, that they are not included, and that they have to be ordered separately. Alex agreed with this conclusion and is considering an update to the website to clarify this information. Regarding my experience with the unhelpful staff person, it turns out that the person I spoke with was most likely a temporary assistant who may not have been aware of the details of the products and services provided by the company. As such she was not able to provide the level of information or service that other fully trained staff members would normally provide.
In summary, the company has been more than fair in dealing with my issues and I am confident that my upgraded rating from Satisfactory to Excellent is not misplaced.
I would use this company again and would also recommend them to others.
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