Information request letter:
Madame,
I am writing to you today to alert you to the difficulties that I encounter and which question me about the quality of your distribution network, your customer service, and more particularly, on the subject of the sale and maintenance of your chimneys at gas fireplace.
For several months I have been trying unsuccessfully to find a qualified professional to carry out the compulsory maintenance of my Philippe gas fireplace. Living in the Paris region, I turned first to the Cheminée Philippe distributors on which I depend (Ezanville, Herblay ...). Regretfully, they tell me that they have no professional to offer me but that any heating engineer will be able to meet my request.
After a month of unsuccessful research and numerous phone calls to heating contractors in the market, I tried to get help from your headquarters. There, your switchboard systematically screened and invariably asked me to return to your distributors despite my explanations of their "non-assistance".
Having been able to obtain another internal telephone number by declination (which allowed me to get rid of your switchboard), I was able to access your customer service. He categorically refused to help me without sending a fax specifying my request.
Having complied, I sent my fax to your customer service on September 19.09.2008, 27.10.2008. More than a month passed without news, I take my phone back (October XNUMX, XNUMX). There, still no response to my initial request. On the announcement of sending a letter to the general management, they agree to pass me the study service which can help me out if necessary, but by my own means. Amazing to see that a brand, a priori serious like Philippe Chimneys, offers me to "tinker" myself a gas appliance yet subject to drastic regulations! Obviously, for security reasons, I refused this offer.
Once again, Corine BOURY from customer service dissuaded me from writing a letter to general management (example of a statement: "Do you like to kick people in?"). She tells me that she will take charge of my request and call me back. To date still no news from your customer service ... Meanwhile, my Philippe gas fireplace, model "Radiant 695 Gaz" continues to operate without any maintenance.
This does not correspond to the image I had of Philippe Chimneys. It seems to me that it takes a lot of effort for a simple maintenance request! I would therefore like to ask you the same question again: can you be so kind as to provide me with the contact details of a heating engineer who will agree to take care of the troubleshooting and compulsory maintenance of my Philippe gas fireplace?
In the hope that my request can finally be satisfied, please accept, Madam, my most upset feelings.
Response mail from Cheminées Philippe (edifying!):
: Shock:Bethune on December 22, 2008,
Sir,
Our Management recently sent us your letter of November 18. At the same time, we confirm, once again, that as a manufacturer, it is not our responsibility to provide you with the contact details of a heating engineer so that he can service or even troubleshoot your gas fireplace.
Thank you for your understanding,
We would like to wish you a pleasant holiday season, and
Please accept, Sir, our best regards.
Congratulations to Cheminées Philippe who offers me to spend a good end of year celebrations with my gas fireplace chimney devoid of maintenance despite me (at least if it explodes, they assume! ).
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