One evening our call centre a received a phone call from a customer stating that the hot water would fluctuate and wouldn’t hold a nice temperature for a shower and has been playing up for some time. The customer advised our friendly call centre staff that the unit was only 3 years old and was worried the unit would have to be replaced.
One of our plumbers was finishing up on his last job he had scheduled for the evening and was only able to be at the property within just over an hour. Once the plumber arrived on site the customer was very grateful that he could be there so quickly.
As our plumbers are quick and efficient at fault finding, he soon found it to be a faulty tempering valve that was causing the problems and using the compliance plate, shown in the picture, the plumber determined the unit to only be just over 3 years old. All our Jims plumbing vans are fully stocked with replacement parts to repair most hot water systems. With Rinnai and many other systems, our plumbers have over 5 years of plumbing and gas fitting experience, that has provided them with the knowledge they need to arrive at any home, ready to tackle any problem in most systems.
Our customer was very happy about the replacement part being available in our Jim’s van and that the plumber did not have to order the part in. In only a small amount of time after receiving the customer’s phone call, we were able to have plumber attend to the home, have the part required for replacement and install it, having the unit up and running again, providing hot water again to the customer.
The customer was also very happy that he could pay with cash rather than have to put the amount on a credit card. The very next day, one of our customer service staff contacted the customer to make sure there was no more trouble with the unit that night and to make sure he was 100% happy with our service. The customer said that he was pleased with the short amount of time it took to get his Rinnai 26 hot water service up and running and producing hot water once again.