Dear god, I have not been able to contact this company for 3 months, My aircon has broken down and i cant get them to return a call, I am not sure what my next step is, Maybe i need to go to the ACCC and ask them for assistance as this company is nothing short of a joke, I would strongly advise against buying there products if you are after support.
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Well seriously dealing with Conia customer service centre is like pulling teeth out. You cannot talk to anyone, no one calls you back & you can only make contact with them via email, & when you do that that can't read the information that you sent them. My issue started 2 weeks before Xmas 07 & till this date 12/2/08, NO ONE has come out to see my Split System. A warning to all dont by a Conia if you expect to get ANY customer services. If i can take my complaint further for Pebble Service Centre (that is the name for the Conia customer service centre) to be investigated i would. I will not for the life of me buy another Conia product.
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If you want to pull your hair out with frustration then buy a Conia air conditioner, wait for it to break down (my experience so far says it's just a matter of time, and you wont have to wait long) and THEN try to get someone from Conias "Customer service" department to actually give you some customer service.
My less than 12 month old reverse cycle air conditioner is not refrigerating like it is supposed to. This is not the first time my unit has broken down. Just 3 months after installation, it just stopped working - just wouldn't turn on.
Like a good customer i read the manual, and there was nothing in there that described the problem i was having, let alone how to fix it. So i called the Conia customer service hotline number that is printed on the warranty card.
I got a very casual young man who wasn't really taking my situation very seriously. I had a newborn baby and a freezing cold house that had no heater (other than the reverce cycle that had decided to stop working suddenly.)
Immediately his attitude was "It is an installation problem, you'll have to get the person who installed it to look at it"
I wondered how he could possibly make that diagnosis over the telephone based on what i had told him was wrong with the machine, but he was adamant. When i queried whether he was qualified to make that judgement, he said he would checkwith his supervisor, and put me on hold. When he returned he couldn't say what part of my description of the problem indicated a faulty installation. His only response was If we send a technician and the problem is installation, you'll have to pay for the callout." It was like he was trying to deter me from getting a technician to look at it.
At this point i was pretty sure the problem was not related to the installation (considering the machine had been running fine for a couple of months already.)
So i asked whether they would pay my plumbers bill when i called him out and the problem was NOT installation related.No?
I'll take my chances with a warranty call out thanks. THATS just the beginning........
For some reason they needed the supervisor to call me back to make an appointment for the technician to come - dont ask me why they cant just book you in there and then. So i wait for the call. And wait. and wait....finally i get sick of waiting and called them back asking why noone has called me. They take another message for someone to call me. My baby and i suffer another freezing night with no heating. Still no call. That was it. I put the baby in the car, and i drove to the head office of Conia in rowville, where NO-one would take ownership of the situation, and even with me standing at the front counter, and the technician sitting behind the receptionist, I STILL GOT TOLD THAT THEY WOULD HAVE TO TAKE MY PHONE NUMBER AND GET SOMEONE TO CALL ME BACK. aaaaaaaaaah!
OK so the technician finally called me and came out to look at the machine - fault with the machine - need to get part in - another week without heating. Ends up getting fixed.
So it's 9 months later, and nothing has improved at Conias customer service department. My machine has now stopped refrigerating and the supposed causes of that problem according to the manual have been ruled out. So here we go again. I call Conia. They take my details for supervisor to call back. I am told this will take two days. TWO DAYS! I couldn't beleive it - two days before i'm even going to get a return phone call. I explained i have a simple question to ask a technician, as the manual does not contain the information i need. Bad luck i have to wait 2 days.
Figuring i dont have any option, i just hang up and reluctantly wait 2, 3, 4 days - still no return call. So i phoned Conia again. "I take details and supervisor call you " I wait the rest of that day and nearly all of the next day - still no return phone call. So i call Conia AGAIN. Same old,same old. By this time i am really losing my patience, and the conversation gets quite heat
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