LV Emergency Home Cover

GBat

Just a quick precis of my experience calling the LV Emergency Home Cover line

1) 28/12/13 09:45 First phone call to advise boiler breakdown
15 minutes in queue.
Told I would be contacted shortly

2) 28/12/13 16:30 2nd Phone Call Still had no response, wait 15 minutes in queue then get cutoff.

3) 28/12/13 17:45 Third phone call - get a response after 45 minutes waiting.
Told that I will be contacted

4) 29/12/13 14:00 Fourth phone call 10 minutes in queue
Get told will be called back in 5 minutes - do I get a call back - do I b*llocks!

5) 29/12/13 16;45 Fifth phone call 10 minutes in queue
Get told can only arrange appointment 2:4pm on 30/12/2013. This is when we are away for New Year as I have told them twice before.
Finally told that I can then call out plumber myself upto value of £500


Overall impression of LV Emergency HelpLine = !!!!!!! useless

cattie

Although I sympathise as being without a working boiler is no joke.

However, you need to understand that they were no doubt swamped with calls over the Christmas period & operating with minimal staff, so this no doubt contributed to you not getting a call back as promised.

On top of this, most plumbers & other tradesmen would have been taking a long Christmas break until the new year & will return to work on 2nd January, so sourcing one available would not have been an easy job.

GBat

Thanks for your reply.

I do appreciate they are busy - all they need to do is explain that to me rather than just pretending all is normal.

*Scarlett

GBat - this is not good customer service.

I'm sure as cattie says they are busy at xmas (maybe people on hols / short staff ) but it does not mean that they can neglect customer service and they do need to have staff available to deal with customer incidents.

However you have paid for your cover and if they have not met your expectations make a complaint.

jobdone1

Sounds like the norm flashy adds about great service etc, Take your money and leave you in the cold. Pardon the pun.

LV=_company_representative

Hi, we're worry to read of your dissatisfaction with our helpline and would like the opportunity to look into the matter. If you could email us your policy and contact details to [EMAIL="LVCares@LV.com"]LVCares@LV.com[/EMAIL] we'll pick this up with you directly. Regards. Nick