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Heat pump & Dimplex Customer service

  • 07-11-2017 5:50pm
    #1
    znv6i3h7kqf9ys
    Closed Accounts Posts: 497 ✭✭


    Has anyone had any issues with dealing with dimplex regarding their heating? We have just moved in to a new house and our Glen Dimplex heat pump has stopped working. Our builder was helpful and the site Foreman logged a call with Dimpco straight away. Not much more they could do. However I was not impressed with the service from Dimpco. I spoke to the correct department and they said they would log a service call with an engineer who would give me a call back. I left it a few hours and called them back to find out when the engineer could call out. I was just told that a call was logged and should expect a call from an engineer. Hours passed and still no call back. I called again and got the phone just rang out and went to voicemail. The mailbox was full and I couldn't leave a message. I rang different departments and no one was able to help. We both work full time and would need to know what time an engineer would be able to come so we could make arrangements. Nobody could tell us this which is very inconvenient and is poor customer service in my opinion. I understand that new houses can have a few teething problems but I did not expect a big one so soon and I am a bit concerned about this system going forward.


Comments

  • #2
    Couchpotato82
    Registered Users, Registered Users 2 Posts: 50 ✭✭Couchpotato82


    You’ve just moved into your new house so the onus is on the builder/developer to sort this issue for you. They are passing responsibility by letting you deal with it. I’m assuming the Machine is under warranty and if so is the builders responsibility.
    Dimplex may be more inclined to act when the builder/developer gets involved, as the builder/developer is more important to them as a customer than you are.


  • #3
    znv6i3h7kqf9ys
    Closed Accounts Posts: 497 ✭✭znv6i3h7kqf9ys


    I understand what you are saying and you are right. To be fair the builder has been great and was all over this issue very quickly. Dimplex only responded with any urgency when they got involved.


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