A Smart Cylinder Fails. A Trusted Partner Responds.
When a new smart hot water cylinder failed, Robert Heath Heating’s 5-star service and rapid response created a customer for life.
A Smart Cylinder Fails. A Trusted Partner Responds.
Client: Homeowner / Mixergy
Project: Smart Cylinder Breakdown
Location: South Wales
Date: 01/10/25
Introduction
For homeowner John, investing in a modern Mixergy smart hot water cylinder was a choice for efficiency and reliability. However, when the system’s immersion element failed, he found himself without hot water and facing a reluctant original installer. What could have been a frustrating and lengthy ordeal was transformed by a single call, leading to an RHH engineer arriving on his doorstep and a resolution that exceeded all expectations.
The Challenge: A Critical Failure and an Urgent Need
The moment a key home appliance fails is stressful. For John, this moment came when his new smart cylinder stopped working. The Mixergy app confirmed the fault, but the path to a solution was unclear. The original installers were hesitant to provide immediate support, leaving John in a difficult position. He needed a certified expert who could not only diagnose the specialist equipment but also act with the urgency the situation demanded.
The Solution: Expertise and Empathy, Day or Night
Understanding the need for a swift resolution, Mixergy’s technical support team reached out to Robert Heath Heating, their trusted service partner.
Our process was immediate:
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Rapid Triage: Our control centre received the call and immediately understood the technical and customer service requirements.
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Evening Diagnosis: Within hours, we dispatched an engineer, Josh, who arrived at John’s home at 9 PM to conduct a thorough diagnosis. His professionalism and expertise immediately put the homeowner at ease.
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Sourcing and Repair: The next day, a second engineer, Lee, arrived with the specific replacement part required and completed the repair efficiently, restoring the hot water supply.
Throughout the process, our team maintained clear and constant communication, ensuring John was informed and confident at every step.
The Results: From Crisis to Customer for Life
The impact of our response went far beyond a simple repair. By treating a stressful situation with speed, expertise, and genuine care, we turned a negative experience into a resounding positive.
John described the service as “an absolutely excellent experience,” praising the “great staff and great communication.”
The ultimate testament to his satisfaction? Before our engineer had even left, John proactively requested a service and maintenance contract with Robert Heath Heating. He wasn't just happy with the fix; he was confident he had found a long-term partner he could trust.
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