We had the misfortune to experience problems with our bore water pump two days before we were due to go on vacation. I contacted Kapiti Irrigation who had serviced our pump just on two years ago and they had done a superb job at short notice.
I phoned the company last evening (Wed 20th December 2018) just after 8.30pm and advertised the man about our problem with the pump (stopping and starting). He asked was it urgent? I explained we were going away on Friday 22nd December and that I could not water the plants before leaving so it was urgent. He said he was very busy with "40" jobs lined up on the Thursday but he would do his best to visit. I was pleased because I totally understood how busy he was and appreciated his offer. He then asked should he bring a new pump with him? I was taken aback by his question and replied I'd like him to first assess the existing pump. He then told me about a woman who's pump had stopped working and he advised her she needed a new one. Besides, he asked again was our situation urgent? A bit flustered, I answered why was he assuming the pump needed replacing and that it would be irresponsible of me to say, Yes bring a new pump without giving thought to the likely costs and my ability to pay.
The upshot was he agreed to visit the property the next day. Before leaving for my employment early the next morning, I wanted to send him a text at 4.50am on his business cellphone to give directions on where the main bore switch was and to phone my partner before arriving so the dog could be put inside. My concern was that, once inconvenienced when he arrived on the property (hence the directions on where the main switch was and having our dog out of his way so he could do his job).
At about 7.30am I received a rude text from the man ffrom Kapiti Irrigation and landscape Services blasting me for sending the text and waking his family, that he would not now be calling, that I should find someone else and not to contact him again.
Wow! I used what I had assumed was a business cellphone (advertised on their website) and had no idea it was kept on at home. I appreciate the man sounded very stressed with the work he had to do over the next two days. But he needs to learn customer relations and perhaps put the business cellphone on silent over night. I have my own business - and that's exactly what I do.
BTW, we have secured follow up by another local company and already the tone of their communications is respectful and professional. Please take note Kapiti Irrigation and Lanscaping Services.
PO Box 582 Paraparaumu Kapiti
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