Aqualisa Showers Arvostelua 

When finally I got an answer to my telephone call, the response was helpful (even though it sounded as though she was speaking through her handkerchief: muffled)
But the problem was getting an answer in the first place. A predicted 40 minute wait (which I couldn't do even if I wanted to) became 90 minutes after lunch. So I opted for the call-back. There was a call: my mobile rang once but in the time it took me to take three steps, Aqualisa hung up. So I was back to the beginning and the predicted wait was now 120 minutes! Are you kidding?
Next morning, dialled shortly after 9am. Wait time "5 minutes". After 5 minutes it was still "5 minutes". After 10 minutes it became "17 minutes": it was finally answered after about 30 minutes...
If this wasn't serious, I'd laugh. How on earth does Aqualisa expect me to want to have anything more to do with them if this is how they treat people? Appalling doesn't come close. And as a long-term Aqualisa customer, I take no joy whatever in having to be so negative.
(And to cap everything, at the end of the conversation I did eventually have, the muffled lady said "if you need to change anything, just give us a call". Her sense of humour must be better than mine.)

The whole information of the work to be carried out was explained to me clearly

I originally spoke to Beth who was very professional and talked me through things. She was extremely helpful and took time to explain technical things that i was unfamiliar with. I later spoke to Jennifer who was also very professional although spoke a little fast

Polite and helpful resolved my query quickly

Brilliant service, Daniel was patient and very knowledgable about the problem I was experiencing. He talked me through a few things to try to solve it before moving on the next step of ordering a replacement. Everything was explained clearly in a friendly and professional manner.

My bathroom installer was fitting a brand new Aqualisa digital shower and it has a fault. He rang Aqualisa for advice and was put on a waiting system which advised 54 mins, because he was working he missed the callback and had to redial this time with a wait time of 98mins, ridiculous!
When the call back did happen it was handled professionally, but disappointedly it didn’t evoke a solution other than I’d have to wait 6-days for a service engineer to attend and rectify. As we live only some 5-6 miles from Aqualisa in Westerham we offered to drive there and swop the unit over, but Aqualisa don’t allow such, despite having spent c.£1,000 on their system.
So I have the inconvenience of a newly installed high spec shower room I can’t use because of a faulty product, long wait for a service engineer and Aqualisa not allowing such.
At the time of writing I’m still waiting for a ‘fix’ and my annoyance, bordering on anger, is increasing. Aqualisa have some distance to travel to restore my trust in their products.

Very helpful in phone calls/ mails
Arrived when you said you were coming
So far shower working well so thank you all

Tom was a good listener and communicated the solution well.

Jack was extremely helpful and arranged for the engineer to investigate the problem. What wasn’t so good was the length of time I had to wait to speak to an agent. I booked a call back at 11.02, my phone rang at 12;20pm and cut off before I could answer it. I then had to book another call back which took nearly 2 hours. Not great customer service.

On my first attempt at contact to arrange an appointment for a repair the phone line was very busy, so I left my call until later in the day. Tom answered my call, he was most helpful and talked me through the procedure. I was arranging a shower repair for my mum which had previously been discussed with the company by our plumber. He was given a reference number during his call which I relayed to Tom. My call was handled very well, the appointment is to be within a few days time which I found to be very prompt. Excellent customer service so far.

Clear precise information given in a courteous manner

Ordered online service very good.

Ky was able to quickly identify me and my details from a past order and from that and my need for an updated Quartz Digital replacement for the old unit. Also to quote price, warranty and offer an acceptable installation date. So, excellent service and solution provided.

I gave a 5 star for Liz as she was very helpful and explained everything clearly.
I would give the customer service telephone line zero.
I tried for 2 days to get through to book an appointment and the recording said over 90 minutes wait. In the end I asked for a callback and that worked out well

Technician arrived on Time. He was excellent with the work, and, he solved the problem

Really friendly and quickly identified my shower model

Sophie was courteous but everything else is not. IVR initially tell me estimated wait time of 50 minutes, and after waiting for an hour, estimated wait time becomes 60 minutes. Sophie said she will send me an email confirming that I will receive a phone call in 2 working days for engineer call our arrangement, no email received. 2 working days past, no one called. I called again today, I got cut off after waiting for 40 minutes.

I book a call back which arrived in a short time.
I had a refernce code given to me in a previous call. Teresa quickly found that set the conversation on a firm basis. I was able to place an order for a new i System shower having been carefully taken through the process by Teresa.

The item is not as easy to use as the previous one.

Very easy to order after excellent help and advice on choosing which product to order. Had to pay up front and would have preferred initial deposit with balance on completion.