Your Local Expert
A new customer contacted the offices at Jim’s Plumbing this afternoon as he advised he was urgently needing a new pump for his Rinnai Sunmaster S20, a gas boosted solar hot water system. He explained that he had a local plumber attend earlier that week, however, they weren’t able to get a part quickly enough. The customer also advised that the unit was manufactured in 2015, so it was reasonably new with no other problems.
Our dedicated phone team were able to organise a plumber to be dispatched to the customer’s property to see how he could help. The plumber arrived within an hour* of his call. At Jim’s Plumbing, our vans are always fully stocked with basic parts – which is essential for emergencies. The plumber was able to replace the pump for the customer straight away and checked over the unit to ensure that there were no issues.
The customer also requested for the plumber to check his garden for gas leaks as he had noticed that there was a gas smell coming from near where his outdoor BBQ was. The plumber found that there was a small leak coming from the BBQ connection and he was able to isolate this while he was onsite for the customer.
All of our plumbers are qualified gas fitters so we are much more flexible with the work we can do, making things much easier for our customers. We also only charge for each 15 minute blocks of labour instead of full hourly blocks like our competitors charge. This makes the billing much more accurate and our customers are only paying for the time used. The customer was very happy with this and requested that we place our hot water sticker on the hot water unit so that he has our contact details for when the system is due for its first service.
Once the plumber had tidied up the area and left site our customer service team contacted the customer to make sure that he was 100% satisfied with the work that was carried out. The customer advised that he was very happy with how efficient and professional the plumber was as he had a few bad experiences with other local plumbers in the past. Our customer service team were able to reassure the customer that we do also warranty any parts that we replace which made the customer feel comfortable. He advised he will definitely use our services again and will recommend us to family and friends.