“The initial service and installation has been excellent. However 7 months after installation we have a fault (f1) and the stairlift isn't operating. We called the number on all the warranty and customer service information that we were left with, as it turned out this was the wrong number. Despite being on hold for over 2 hours on the 0800 number provided (with 1 caller ahead of us the entire time) we were unable to get through to anyone to help.
Unsure what to do I messaged all online contact forms I could find and Hollie replied around an hour later with the correct support number for us to call. We call here at just before 1pm and spoke to Jack who assured us the engineer would call us back asap, 2 1/2 hours later we called back and then another hour after that. Finally the message was actually passed along to the engineer Darren who called us back just before 5pm... despite us having 27/7 support he called us back about 10 minutes later to say he'd been informed we weren't covered by the service, but he would come to help us as at this point my parents were quite distressed at not being able to get up and down the stairs all day.
I do need to say that both Hollie and Darren were brilliant and within 1 1/2 hours of Darren being informed of the issue he was at my parents house and had the fault fixed. Our warranty showed we did have 24/7 support and so thank goodness Darren did come out anyway. Our issue was with initial support number not being provided and then the lack of clear communication between the call centre staff and the engineer.
My parents are in quite a vulnerable situation, and my dad is unable to get upstairs without the chairlift. Without the assistance of myself and my husband they would have been stuck unable to get upstairs until after the bank holiday.”
