Andrew

This is a follow up to my previous ‘Lack of urgency and understanding’ review.
I was hoping I would write something positive following my numerous communications with the Kingspan team, well I’m not.
To say I’m disappointed is a huge understatement, Kingspan haven’t taken any responsibility with faulty parts and amateurish commissioning of our pump chamber. The chamber was commissioned 3 months ago and isn’t covered by their warranty because it was delivered more than 12 months ago!
They gave me a call out time of 3 days and charged me £964 for it, I found Mawdleys Pump Services which are based in the south west of the UK, they turned up within 4 hours and got the pump working albeit one pump rather than the two and charged a little over £300. They also found the floats to be intermittently working and the pump capacitor and thermal overload switch had overheated, the pump wasn’t blocked.
The Kingspan warranty team concluded that because it wasn’t commissioned, operational and serviced within 12 months of delivery the works couldn’t be carried out under their warranty.
The cost of the visits and replacement parts has cost me just shy of £3,500.
I still haven’t got my money back from Kingspan some 10 days later, it’s due to me in another 7 days time.
Kingspan - don’t bother sending me a customary reply, you didn’t liaise with me thereafter, I had to chase you again.

After a lot of deliberation we decided to get a pool table and chose Home Leisure Direct, the showroom near Avonmouth is only 30 minutes away from us which is a bonus. After being shown around the great selection by Sam who has good product knowledge we opted for the Signature Chester Pool Dining Table with the Smart Silver Cloth, Aramith spots and stripes balls and benches. Lead time was 2-4 weeks, it arrived just under 5 weeks which was no problem.
The delivery team of Tyrone and Nathan installed the table with no issues, they gave us an enthusiastic run through of the do’s and don’ts, and how to look after it. They also took all the packaging with then which is not always the case. A superb all round service provided by Home Leisure Direct.

I first phone Kingspan at 08.43, I eventually got to the correct department for my faulty pump chamber that has only been in operation for 6 weeks or so. The initial outcome was that I was going to receive a quote for a call out within the hour. 8 phone calls and 7 hours later I received the quote, it was paid immediately, I asked for confirmation and when the call out would be. The reply was at 16.45, the office closes at 17.00. We have a full pump chamber, can't use the toilet, shower or anything where water goes down the plug hole for the next 14+ hours minimum when the office opens. Quite a difficult task for a family of 6.
Appaling customer service.

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