Precipitec Irrigation
2.3|3 reviews
rR
ralph R
1 reviews | Active since Member
02 Feb 2018, 09:37
Precipitec Irrigation
<div>Having installed a well point some years back it is time now for a service call. The owner refuses to answer any emails, answer calls or any sms and has given instruction to his staff not to take on any aftersales work because they are just too busy. How can anyone have an attitude of this nature. They are happy to take your money on new work but when you need them to fix something they are just not interested. Too much work now due to cape Town having a shortage of water. this will change one day.</div>
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Replies (105)Precipitec Irrigation's replyOfficial
26 Feb 2019, 09:55As the owner of Precipitec I was only recently made aware of this complaint posted by Mr Ralph Remane and would like to respond.
Mr Remane does not care to mention that our office had numerous conversations with him explaining that we had taken a decision to refer our overflow "out of guarantee" work to two others companies individually run by two of our former managers whom we had assisted in setting up as maintenance contractors.
Despite the fact that (a) Mr Remane's installation was more than two years out of guarantee and (b) we provided a suitable and qualified alternative person to undertake his maintenance work he chose to become abusive on the phone and effectively tried to blackmail us by threatening to post negative remarks about our company if we did not attend to his problems ourselves.
It is a fact that due to the water shortage in Cape Town over the last two years our staff have been extremely busy and our service call lead times stretched beyond 6 weeks. As a result I took the strategic decision to refer the maintenance work to suitably qualified subcontractors rather than have our customers wait unnecessarily long times for their problems to be resolved.
As a matter of routine we also monitored the service levels of these contractors to satisfy ourselves that our customers needs were being met.
Mr Remane seems to believe that once a company has sold a service to a customer that for eternity the company is beholden to that customer. Times and strategic needs change and I feel we offered every one of our customers a viable alternative that he was unwilling to accept. Currently I am in negotiations to sell this company's maintenance division and if Mr Remane's views are to be held true then they imply that I do not have the free will to do so and will have to keep servicing his groundwater system until I die!
The other reality is that I tend to bend over backwards to help my customers but when a customer becomes abusive and threatening my font of generosity dries up instantly.
Mr Remane does not care to mention that our office had numerous conversations with him explaining that we had taken a decision to refer our overflow "out of guarantee" work to two others companies individually run by two of our former managers whom we had assisted in setting up as maintenance contractors.
Despite the fact that (a) Mr Remane's installation was more than two years out of guarantee and (b) we provided a suitable and qualified alternative person to undertake his maintenance work he chose to become abusive on the phone and effectively tried to blackmail us by threatening to post negative remarks about our company if we did not attend to his problems ourselves.
It is a fact that due to the water shortage in Cape Town over the last two years our staff have been extremely busy and our service call lead times stretched beyond 6 weeks. As a result I took the strategic decision to refer the maintenance work to suitably qualified subcontractors rather than have our customers wait unnecessarily long times for their problems to be resolved.
As a matter of routine we also monitored the service levels of these contractors to satisfy ourselves that our customers needs were being met.
Mr Remane seems to believe that once a company has sold a service to a customer that for eternity the company is beholden to that customer. Times and strategic needs change and I feel we offered every one of our customers a viable alternative that he was unwilling to accept. Currently I am in negotiations to sell this company's maintenance division and if Mr Remane's views are to be held true then they imply that I do not have the free will to do so and will have to keep servicing his groundwater system until I die!
The other reality is that I tend to bend over backwards to help my customers but when a customer becomes abusive and threatening my font of generosity dries up instantly.
Best regards,
Precipitec Irrigation's reply26 Feb 2019, 09:55
Official
As the owner of Precipitec I was only recently made aware of this complaint posted by Mr Ralph Remane and would like to respond.
Mr Remane does not care to mention that our office had numerous conversations with him explaining that we had taken a decision to refer our overflow "out of guarantee" work to two others companies individually run by two of our former managers whom we had assisted in setting up as maintenance contractors.
Despite the fact that (a) Mr Remane's installation was more than two years out of guarantee and (b) we provided a suitable and qualified alternative person to undertake his maintenance work he chose to become abusive on the phone and effectively tried to blackmail us by threatening to post negative remarks about our company if we did not attend to his problems ourselves.
It is a fact that due to the water shortage in Cape Town over the last two years our staff have been extremely busy and our service call lead times stretched beyond 6 weeks. As a result I took the strategic decision to refer the maintenance work to suitably qualified subcontractors rather than have our customers wait unnecessarily long times for their problems to be resolved.
As a matter of routine we also monitored the service levels of these contractors to satisfy ourselves that our customers needs were being met.
Mr Remane seems to believe that once a company has sold a service to a customer that for eternity the company is beholden to that customer. Times and strategic needs change and I feel we offered every one of our customers a viable alternative that he was unwilling to accept. Currently I am in negotiations to sell this company's maintenance division and if Mr Remane's views are to be held true then they imply that I do not have the free will to do so and will have to keep servicing his groundwater system until I die!
The other reality is that I tend to bend over backwards to help my customers but when a customer becomes abusive and threatening my font of generosity dries up instantly.
Mr Remane does not care to mention that our office had numerous conversations with him explaining that we had taken a decision to refer our overflow "out of guarantee" work to two others companies individually run by two of our former managers whom we had assisted in setting up as maintenance contractors.
Despite the fact that (a) Mr Remane's installation was more than two years out of guarantee and (b) we provided a suitable and qualified alternative person to undertake his maintenance work he chose to become abusive on the phone and effectively tried to blackmail us by threatening to post negative remarks about our company if we did not attend to his problems ourselves.
It is a fact that due to the water shortage in Cape Town over the last two years our staff have been extremely busy and our service call lead times stretched beyond 6 weeks. As a result I took the strategic decision to refer the maintenance work to suitably qualified subcontractors rather than have our customers wait unnecessarily long times for their problems to be resolved.
As a matter of routine we also monitored the service levels of these contractors to satisfy ourselves that our customers needs were being met.
Mr Remane seems to believe that once a company has sold a service to a customer that for eternity the company is beholden to that customer. Times and strategic needs change and I feel we offered every one of our customers a viable alternative that he was unwilling to accept. Currently I am in negotiations to sell this company's maintenance division and if Mr Remane's views are to be held true then they imply that I do not have the free will to do so and will have to keep servicing his groundwater system until I die!
The other reality is that I tend to bend over backwards to help my customers but when a customer becomes abusive and threatening my font of generosity dries up instantly.
Best regards,