EWT Water
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Endless problems and no customer service
Softener installed approx 2016. It has worked intermittently since, but most years we've had soft water for a few months. Since June 2020 it hasn't worked, despite engineer visits as part of the paid for maintenance plan. Engineer visits improved things for a while but also caused problems - flooded kitchen during a 2am cleaning cycle due to non-secured hose (we were compensated), leaks/overflows, kinked hose preventing the cleaning cycle, alleged setting errors from previous visits. We have now had pretty much permanent hard water for over a year. When you ring, all they offer is another engineer visit - the last visit (June 2021, following a visit in May) identifed the system had been connected incorrectly, which was the cause of the problems - he took photos and promised a follow-up phone call from the boss. He allegedly re-connected it correctly. Miraculously we had soft water for a day but then hard water from then on. I rang to complain yet again and asked to be put through to a manager, but was told that wasn't possible and a phone number wasn't available - my complaint would be forwarded in an internal email. As instructed I put everything in an email to the care dept - no response, not even an acknowledgement. I then discovered I had an email address for one of the managers, so sent a strongly worded email of complaint (8 July) - no response again. Customer service is a shambles and the company clearly don't value customers. I have paid for the regular service plan and have clearly wasted my money on both the plan and the softener. Perhaps my next step will be legal action.