Poor Incident Management by Kwikot [RE: Burst Geyser]

1. On the 4 November 2025, I woke up to a burst geyser. I contacted the household insurance company and within an hour a plumber was dispatched to investigate and stop the water wastage. 2. The plumber found that the geyser had indeed burst and needed to be replaced. They discovered that the fault fell under warranty and undertook to inform the insurance company and Kwikot about the fault. 3. I received an SMS confirming that Kwikot was aware of the matter. The incident was assigned a Ref. No. KJ023189. 4. The next day, 5 November 2025, Green Planet Plumbing came out to site around 9:20am to investigate and replace the geyser. The technician advise that they could not install the geyser to the roof pitch. They said they would ‘drop-off’ the geyser and abandon the job and I would have to find my own plumber at my own cost. 5. I did not accept this explanation and continued to explain to them that this house has approved building plans which were handed to me by the previous owner. I continued to explain that the geyser was installed by SOLAR WISE so they could just negotiate with them to perform the work. 6. They did not agree, so they left with the geyser. 7. I waited hours for further alternatives from Kwikot but the call dis not come. I contacted them around 3pm and requested that they allocate another plumber. They insisted that I contact the insurance and arrange with them to install the geyser and they would only supply it. I stated to them that the insurance company had closed the case and the onus to negotiate the installation process rested with them and not me as the client. 8. Eventually they assigned a company (D and D Plumbing, or something like that) and they promised that I would receive a call in the next hour to arrange the installation. This did not happen. 9. Today, 6 November 2025, still nothing has happened albeit this being an emergency job. I sit with taps without running hot water and I have children writing exams. 10. I received an SMS stating that the job had not been done stating that Kwikot (Haier) EC has been advised. THe contact numbers I made contact with are as follows, respectively: 085627600; 0861 594 568 and 0413994000. I must say that some of the customer care agents do not deserve to deal directly with clients due to their impatience, rudeness and the fact that they simply cannot wait to transfer a call to the next person. I cannot wait for my warranty to expire in February 2026 so that I can deal with Kwikot no longer.