Homepro Customer Service

[hill16]

Just wondering if anybody has had any experience of HomePro customer service, specifically when dealing with customer complaints?

The background is that I bought an Ariston shower unit not too long ago, which means it is still under guarantee, and we have had a problem with the power switch which affects the water temperature. Sometimes we cannot get hot water because the little red light switches off. Earlier this month, we contacted HomePro and they sent out an independent "Hot water and Steam Boiler System Specialist", as it says on his business card. This guy told the wife that there was a little stone in the pipe which was affecting the water temperature or lack of. I was very sceptical about this but as it appeared that he had fixed the problem I let it go.

This morning the same problem reoccurred and the wife rang this "Hot water and Steam Boiler System Specialist". He basically told her that he knew it was a problem with the inner electronics and not the stone and that he would contact Ariston in Bangkok to send up replacement parts or whatever he needs. This will take a week! Needless to say I'm livid with this guy. Not only did he lie to the wife and not fix the problem, now I have to have cold showers for a week despite having paid a lot of money, relatively speaking, so as not to have in the first place. I suspect his logic was that the shower is under guarantee so he's not going to make any serious money from Mr. Stupid Farang other than what HomePro pay him for his callout fee so why bother.

Anyway, the wife and I are going to HomePro this afternoon to try and get them to either give us a new shower or have someone (other than Mr. "Hot water and Steam Boiler System Specialist") to fix it asap. What are the chances of this happening based on other TV members' dealings with HomePro and is there anyone in HomePro (name) who I should ask to speak to who will deal with my complaint in an efficient manner. I will also be recommending that they discontinue using the services of Mr. "Hot water and Steam Boiler System Specialist".

If anybody can relate their similar experiences with HomePro or offer any advice, it would be appreciated.

Many thanks,

Hill16

[barky]

So far , touch wood, I have had no problems with Homepro, and I have bought heaps of stuff from them. Boontavorn, on the other hand, well, I found the staff lazy and unhelpful in the extreme.

[cmsally]

Normally when the little red light goes off (ie water not being heated), it just means there is not high enough pressure.

You need a certain amount of water pressure for it to function.

As it is working some of the time, you may find it is stopping because other water outlets have been opened and therefore pressure is dropping. This is going to be more likely if it is on a floor above ground level where water pressure normally lower.

[Steve2UK]

Hill16, is the Ariston heater you bought a relatively high power rating - e.g. 6kw? Assuming it is, (much as Cmsally mentions) these generally need a higher water pressure than their 4.5kw/3kw etc equivalents in order to trigger the heating element - a safety precaution to prevent scalding and burning out. I bought from and had installed by Saha Panich a 6kw Hitachi unit in an upstairs bathroom. Same problem as you - and I discovered the difference between the water pressures required only when I read through the user's manual. Basically, at "peak" times (i.e. when more neighbours are using water for showers etc), the pressure is often not enough to trigger the heater switch.

Given the cock and bull story from HomePro's specialist, you might be better suggesting that HomePro change yours for a lower power unit that will work more predictably. The only alternative I can see would be a pump to guarantee the pressure you need - not always practicable and almost certainly pricey.

As to the card carried by this "specialist", it wouldn't surprise me if they have a selection to use for different products - e.g. if HomePro sold missiles, he'd show you a card that says "Rocket Scientist" .

[tominchaam]

I have used Home Pro a lot since they opened in Hua Hin some years back. Guess I have had complains 3-4 times. They have been very good in handling these. Home Pro has to me been superior in handling reclamations compared to the “old local stores”.

Steve and Sally both give you good advice. If you flush your toilet this reduces the pressure for a while as well – no hot water until the tank is filled can be the result.

Edited May 26, 2008 by tominchaam

[Greenside]

Had return a coffee maker still under warranty. Very helpful but it took almost 8 weeks!! The idea of swapping the unit out and getting their supplier to exchange it for a new one seemed an alien concept

[Bill97]

Water pressure to the unit can also be reduced if the screen filter on the unit where the water comes in to it is clogged. "a little stone in the pipe" You have to check and clean that filter periodically.

Home Pro service people are not all employees, some are independent contractors. I had a problem with a Home Pro filter and it took 3 or 4 service visits and about 12 phone calls before it was fixed, the unit replaced.

Have had good luck with service from Saha Panit which has their own employee service staff.

Edited May 26, 2008 by Bill97

[Babbage]

homepro employees are lazy bastards.

their service is slow, very very slow.

i once waited 7 days for a can of paint that was meant to be delivered the next day, this in spite of having ordered 13,000 baht's worth of goodies.

they are not to be trusted, period.

[Babbage]

Also after buying mixed paint for our main room I went back six months later and they were totally unable to mix the same color. This is despite me showing them a picture of the walls taken on my mobile phone. The lazy oafs kept jibbering on about a code number and the tin. Jeez talk about customer service...not.

[Steve2UK]

Also after buying mixed paint for our main room I went back six months later and they were totally unable to mix the same color. This is despite me showing them a picture of the walls taken on my mobile phone. The lazy oafs kept jibbering on about a code number and the tin. Jeez talk about customer service...not.

I'm starting to wonder how serious you are........... but, for the time being, I'll take you at your word. One good thing about HomePro is their paint customer record system. When you first get a batch of paint mixed, they'll put a dab of it on the lid of the tin and another dab on a sticker that goes into the customer record book - together with the date you bought that batch and the mixing code (which matches the code on the first tin you bought). Get the idea now?

How close do you expect them to get to an image on your mobile phone for ****'s sake? As it happens, I took along a sample of colour that my landlord had used and they were very meticulous about trying to match it - and succeeded.

Not so lazy. Not oafs. "Jibbering"? IMO, that says more about you than it does about them.

[sparrow]

We bought over a hundred thousand bhts worth of kit for the new house and they were all helpfull and keen until we'd paid and left the store.

Had troubles with the showers which took several visits to sort out and also the water filter which pissed me off the most. Basically now and a gain the water was off colour, i know you need to run it a bit first but it wasn't that. they tried the oh what you need is the most expensive bestist water filter not this middle range one. turned out one of the filers just needed replacing which i eventualy got them to do under warrenty. Things on order took unbelievably long also, a couple of bits i just ended up cancling and going else where.