[Resolved]  Urban Company — 3 Geyser damaged after service

I wanted to ensure that you are absolutely clear about the actual incident. I need to formalise this & also provide my review to any new people who may think of this service.
1) Booking was done for 24th Feb for
removing hard water scaling from 3 geysers.
2) The person did the job & asked us to check, no issues were identified. There was one bathroom we missed checking and was found that this geyser was not working. We noticed this on day 2 as common bathroom geyser is generally used to give my pets bath.
3) The geyser that burst eventually was operational but the water was boiling hot each time we used it. After use of the same geyser the leak of water starts. Hence, this was not identified when the technician asked to check after completion of the job.
4) On March 3rd I placed a request for revisit. The technician Raghu didn’t turn up. When I called him the next day, he said he was at his native and would come by 4th noon for checking the issue. He didn’t turn up, on 5th we had to travel to our home town & hence did not initiate any re check up.
5) we returned after a week & had booked for a check up of common bathroom geyser by electrician sagar. He confirmed that the issue was damage of coil & thermostat which got replaced. Meanwhile we placed 2 requests for plumber visit to fix the leak of the geyser in the master bedroom. Nothing worked, geyser worked with water overheating, leak didn’t stop.
6) on 16th March the geyser with leak burst while using it for bath. We then purchased a new geyser & got it fixed by a near by store electrician & plumber. As per him the following was the issue:
- The technician Raghu apparently damaged the coil of the geyser resulting in damage of thermostat. This resulted in over heating of water while switched on.
- The technician could have been aware of the damaged coil but chose not to disclose. Damaged equipment when used resulted in the catastrophic incident of geyser burst.
7) The third geyser which never reported any issue had water overheat while using it. No other apparent issues. Hence we got the local electrician to check this geyser too.
It has been identified that the thermostat is not functioning & hence resulting in water being over heated while using it.

As per the local electrician & the apartment electrician, the issue was caused by damage made by Raghu (UC technician) on all geysers. Resulting us in having to waste time & money fixing the issue & also deal with a catastrophic incident of geyser burst. When spoken to your so called customer support agent, she pushed it aside saying it was the customer’s mistake not checking the geyser after the initial service. If you use your common sense you can make out from the email that the issue did
Not show up soon after the service on 2nd March, except for one bathroom which we didn’t check.

Before I write this review in a public forum talking about the due diligence you go to recruit technicians with the right skill set, I want to know how do ensure safety of your customers. What would be your action in case there was a fire at my home due to the geyser burst. I don’t want anyone else to go through a trauma that we went through & hence definitely put this feedback to the wider consumers to be cautious about your service offerings.

To add, all my geysers have not completed even 5 years. We purchased it from Havells last week of April 2018. Per the company, a geyser can last upto 10-12 years.. You owe me the full warranty of all 3 geysers for damaging it & also causing me mental trauma.

All evidences has been submitted to [protected]@urbancompanh.com