Mitsubishi 3 diamond cover

cfrankham

Good evening all,

I "joined" mitsubishi 3 diamond cover for callouts, servicing and maintenace for our air source heat pump system.

When the engineer came to do the service in September, I was informed that I would receive a report from the service with any works required identified on the report.

I did not receive the report and continued to chase Mitsubishi for over 2 months with limited to no response.

My heating has now broken to which I have been chasing them for 2 days to get an engineer out to fix. I have 2 young children and work from home, I should be on the "priority" call out as I have 3 diamond cover.

Or so I thought.

They have now told me an engineer will be out on the 26th of November. They told me I requested to be on their 3 diamond cover and the engineer carried for a pre inspection and it has not passed as of yet as their was remedial works needing completion. The system has to be in full working order before it is accepted onto the cover.

My question here is where do I stand. I wasn't given the report from the engineer which would have highlighted the remedial work before it broke. I now seem to not qualify for priority or emergency callout as i am not part of the 3 diamond cover.

I feel like I have been screwed over as I was chasing and chasing for the report and mitsubishi failed to provide it.

Any advice on next steps would be great as I paid alot of money for the cover that I don't appear to have.

Thanks!