Customer Service

We Strive for a Flawless Customer Experience

Whether you’re after the installation, service or repair of gas ducted heaters, ducted reverse cycle air conditioners, split system air conditioners, or evaporative cooling systems, there’s simply no reason why you should expect a frustrating or irritating experience.

Our depth and breadth of expertise in heating and cooling means you’ll only be dealing with people who know what they’re talking about. We also have invested in customer service training to ensure that these conversations are not only informative, they’re pleasant as well.

We’ll take your calls. If both our receptionists are busy talking to people when you ring, the call will be routed through to the rest of the office. We have a rule here that if the phone rings at any of our desks, we answer it.

When it comes time to get your heating/cooling system installed or repaired, we’ll show up on time. We’ll also clean up any mess once we’re done. We understand that your house is not just a building we’re installing a heating and cooling system in: it’s where you live.

melbourne evaporative cooling
No Runaround, No Passing the Buck

Know what’s a complete and utter pain in the neck? Spending good money on a climate control system, then having it break!

Know what’s even worse? Spending good money on climate control that breaks, then being left to freeze through winter and sweat through summer while you’re given the runaround about who’s going to fix it under warranty. It’s not just uncomfortable to be left to tolerate the weather – it’s insulting and aggravating to be stuffed around! Who’s got time for it?

At Plum Heating and Cooling, we’re quite enthusiastic that your air conditioning, gas ducted heating or evaporative cooler doesn’t break. We do this by using high quality components from manufacturers who have been around a long time. We employ full-time installers who we can be sure are great at their work. This makes for the kind of heating or cooling system that we’d be happy to have inside our own homes. We realise that many people are happy to go with “cheap and cheerful” options for a lot of what they buy, but a climate control system is something that becomes a permanent part of your home. For the vast majority of us, our home is the most expensive thing we’ll ever buy. So design, installation and component quality matters. The quality of our equipment and the strength of our design and installation talent makes it an excellent bet that the system you buy from us won’t break.

But what if it does break?

Well, you’ll probably want it fixed! If there’s a problem with the heating or cooling system installation job, we’ll send someone out straight away to fix it. Our installers are our employees, which means we’re responsible for the quality of their work, and we’ll never walk away from that. If there’s a problem with one of the components, we’ll get it fixed under warranty.

Some outfits contract out all their heating and cooling system installation work. This means that if, or when, something goes wrong, you’ll be left to chase it up with a contractor who’ll follow up on the job when he can fit you in. So long as nothing comes up, and assuming he’s good about answering his phone. You know what tradies can be like. If you’re really unlucky, you might even be caught in the middle of a “buck passing triangle” between your installer, the component manufacturer, and the business you gave your money to. It’s all the more tedious because you don’t care whose fault it is. You just want to come home at the end of the day and enjoy a bit of comfort.

Additionally, we are authorised warranty service agents for Mitsubishi, Hitachi, Temperzone and Coolbreeze systems. If you buy one of these systems, we’ll handle any repairs or maintenance issues that arise. It feels great to be able to look you in the eye and tell you that if any of this gear breaks while it’s under warranty, we’ll fix it ourselves. We are currently negotiating to become warranty service agents for the other brands we carry, because we think it’s important to be able to offer customers the convenience of being a “one stop shop” for your heating and cooling repairs.

Ready to Experience Great Customer Service?

For a great climate control system, backed up with impeccable customer service, give us a telephone call on (03) 8360 9622 or get in touch using our contact form.

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