Marlene & Eric Place
To who It may concern,
I just wanted to let you know how thrilled we are that your Engineer, was able to fix our ground source heat pump this week.
The pump had serious problems with Low then High Pressure Alarms followed by Main Power Alarm (not surprisingly as the soft start had burnt out).
Other engineers from had told us that the compressor had broken and consequently we would have to purchase a whole new heat pump (at huge expense).
You’re engineer arrived at our house like a breath of fresh air. He quietly and calmly got on with fixing the machine and amazingly the system now works perfectly.
Needless to say we are both relieved and very grateful for their help and support. It is lovely to have hot water and heating again - Please pass on our thanks and gratitude.
I have been so impressed with your service engineer Sam (who has just left) that I wanted to write to let you know.
From his first contact (calling this morning with his expected arrival time), he has been courteous, professional, friendly and helpful.
Sam was able to answer all my questions clearly and concisely and took care to ensure that I understood his responses.He has left me with clear instructions and guidance about power flushing one of our systems and installing a carbon filter - and directed me to a local installer to obtain a quotation.
As a layman, this is the first time that I have properly understood the controls and workings of our heat pumps and how to operate and monitor our heating system. Over the seven years since the pumps were installed, none of the engineers who have been here to maintain our systems have been remotely pro-active in helping us to keep the systems working correctly and efficiently.In my experience, it is very unusual to come across someone with such high levels of both technical and inter-personal skills.
I would consider him to be a very valuable asset to any technically based organisation !
I wanted to drop you a note to say that I have just had Simon your engineer leave my house at 20:30pm since arriving at 12:30 after finishing what I perceive as a brilliant days work.
Not only did Simon get the job complete, his professionalism, personnel enthusiasm and dedication to making sure he provided an excellent service was absolutely second to nonI work in a service industry where customer service is imperative for many Corporate blue chip customers and I have to say my experience today was one of the best I have received for any engineer call out I have had to make over the last 20 year. Very seldom do I reach out to feedback however unbeknown to Simon I just wanted to relay what an excellent engineer you have working for Heat Pump Tech.
I sincerely hope he is recognised for this, I would ask that this email is sent to his line Manager as he deserves a massive pat of the back, relentless and absolutely A Grade from start to finish.
I understand there is a faulty part that still needs replacing as he didn't have one on his van however he was going to feedback in order to resolve.
All round 1st class!!
Mr Fisher commented that Sam was very approachable, knowledgeable and professional throughout the duration of the visit. He also stated that knowing Heat Pump Tech has engineers of this ability which exceeded his expectations has given him extra confidence in your organisation.
I would like to praise engineer Simon King.
Simon rang me via his mobile to advise on his arrival time. Arrived promptly. Quickly diagnosed a number of complex issues with my system, and worked tirelessly for a number of hours to correct the problems without even taking a lunch break.
Simon has a wonderful character, is easy to talk with, can explain technical issues in lay man's terms, is extremely conscientious and hard working individual.
He is obviously very proud to represent Heat Pump Tech and referred to the quality of your products in conversation.