Ministry Of Plumbing / Plumbers / Plumbing Contractors in Ngaio

"Hi Tala, we appreciate all the positive feedback we have received from our customers over the years, and always strive to provide a good service that solves people plumbing problems. We really tried hard to explain what we were doing; we’re sorry you didn’t understand. When we arrived on site, we discovered that your tap was an old, unusual (unbranded) type. It has a unique ceramic assembly for which we don’t normally carry in stock. While on site we decided to fit standard washer assemblies, which are cheaper, and to provide an immediate solution to stop the leak. We fitted these and placed an order for the ceramic washer assemblies from our supplier. We thought it was most practical to this, as we had taken the time travel to your place and were onsite anyway to diagnose the leak. We used this time to make a temporary fix and order the parts. (Travel to, and time on site to diagnose plumbing problems, is all chargeable time - we explain this to customers both verbally and in our Terms and Conditions, to which you agreed before we came out). After fitting the standard washer assemblies, we asked you if you were happy with this solution - You said you would get back to us. As you discovered, the standard washer assemblies changed the operation of the tap. If you had got back to us in the first instance, you would have given us the opportunity to further explain why the tap mechanism worked differently. We could’ve explained why we did a cheaper and a more immediate fix, while we waited for the ceramic washer assemblies to arrive in. We did ask which option you wanted to go with; the cheaper more immediate fix or the slightly more expensive ceramic option. We waited to hear back from you to see what you wanted to go with. Instead of calling us to say you weren’t happy with the operation of the tap, you contacted the Consumers Institute, and waited five days to receive their advice. Their advice to you was that you should contact us first to discuss the issue and give us a chance to put things right. We’re sorry you decided to contact them first, and wait so long for consumer advice, as we could have been round the next day to fit the ceramic washers as you had decided. Regarding the ‘extra’ ceramic washer installed… In our plumbing opinion we believe it is a more cost effective, long-term solution, to change both washers at the same time, while on site, so that they wear down at a similar rate (like changing tyres). This saves you the cost of having to get us in again for this issue, for a very long time. We are sorry you felt let down. We always strive to provide our customers with the best that we can do in the circumstances. We sometimes do temporary fixes when needed and when practical. We give our customer the options. And we always recommend comprehensive and lasting plumbing solutions to save time and money in the long run. You can see from our other reviews that we take plumbing seriously, and we remind you that our workmanship is 100% guaranteed. If you have any plumbing issues in the future, please don’t hesitate to call us again on 0800 64 64 78 (0800 MINISTRY). Thank you for posting feedback and giving us the opportunity to explain. "