Bristan Customer Service is appalling.

According to their website, they have a Customer Charter which claims a "high level of Customer Service".

I’d be curious to know how they justify that.

Here’s our story…

Back in Feb 09 we replaced our shower with a Bristan Artisan unit (thanks to Bernard Agopian who installed it and renovated our shower room).

All has been fine until recently, when we find we can’t adjust the temperature any longer. It comes on hot, then goes cold.

So it seems to have failed, and Bernard could not get it working properly again.

I called Bristan Customer Services and was fairly pleasantly surprised to see they offer an engineering visit – just what we need.

That was a week ago. They quite happily took my £80.50 callout charge (to be refunded should the unit have failed under warranty).

They have proof of installation, my money, all my contact phone numbers, and my email address.

I have emailed them several times (because you get stuck in a call queue otherwise) to progress the visit, and had an email reply each time of "sorry, we’ll call you today".

This has never happened, so I’m posting my disgust online for other people to see and respond to, if they have had a similar experience.

As a former Customer Service Manager, with a published Service Level Agreement, prioritisation and escalation procedure, I know how Customer Support is *supposed* to work.

Unfortunately, Bristan Customer Services doesn’t seem to.

We’ll see…

Anyone else had dealings with Bristan?

Read Part 2 here

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