KenM

Sep 6, 2022

EWT have no respect for customers

This operation is arrogant, irresponsible and absconds from liability for problems and costs arising from failure of components of their product that they know to have issues. Prolific and pompous verbiage is an indication that we are dealing with a business that has no sense of reality: ‘The perfect experience everytime’ or ‘5 * engineer’ and as provided by EWT to Trustpilot ‘our mission “to deliver the perfect customer experience every time to any customer on Earth”. What does this mean? It's simple. We're a company that obsesses over customers. Our actions, goals, projects, programs and inventions begin and end with the customer at the forefront of our minds.” Just where in what deluded universe does such utter rubbish come from? Eventually booked an annual service (web booking has bugs!) and after a string of egotistical SMS messages got the service done. 10 minutes after the engineer departs we have yellow sludge and granules gushing out the taps then all the toilets and taps blocked solid. Phoned the ‘exceptional customer service’ team and got a person who would not discuss the issue and said to call a plumber then he cut the call. To paraphrase the following two weeks shows just what EWT means by “to deliver the perfect customer experience every time to any customer on Earth”. Do not waste your time sending an e-mail, they are not responded to. Multiple calls to the customer services team who ‘obsesses over customers’ resulted in more calls being cut off on their side, one individual in particular continued to obstruct the process and not book a service call. The other person we spoke to did after several calls get hold of dispatch to book an engineer but wait two weeks. Any suggestions that EWT accept liability to cover costs of repairs to get the blocked plumbing working properly are rejected outright. This business absconds from their responsibility, full stop!!! The root cause is the filter between the silicon and cycling water fails and releases silicon into the system. EWT maintain chlorine in water that causes the problem, too bad about the blocked taps, inconvenience, etc. that is the customers problem. Consulted our trusted plumber and he responded that this sounds like a fault with the EWT as chlorine does not affect other components in a household environment in this way. The engineer eventually arrived to replace the filter and confirmed that this is a known issue. The solution is to replace the existing silicon and filter with improved components. We also ended up with the kitchen and scullery being flooded by your ‘5 * engineer’ and the floor is now covered with silicon beads. Thanks! To give credit, the engineer did get a bucket and shifted a lot of the water. So EWT, given that you know that this is a point of failure why are you taking a responsible, common sense approach to replace unreliable filters with the improved version as a matter of course during the service? The fact that you know this is a point of potential failure and are not taking appropriate steps raises obvious doubts as to your credibility, integrity and responsibility. This also scuppers your assertions that you are not liable for compensating your customers for repairing damage arising from this filter failure. So much for your ‘actions, goals, projects, programs and inventions begin and end with the customer at the forefront of our minds.’ It is clear from this experience and many other postings on Trustpilot that EWT is not what they purport to be.