Dear Claudienne,

I am writing to express my disappointment with the customer service provided by the vendor of an in-line gas water heater that I purchased two years ago. Unfortunately, the water heater has stopped working and I have been extremely dissatisfied with the vendor’s response to my situation.

In the past 16 years, I have bought four gas water heaters from IGL, with the average lifespan being around four years.

Each time when the heater started giving problems, IGL said they didn’t have parts because the manufacturer didn’t make that model anymore, or IGL no longer supported it.

Because of our high electricity costs here in Jamaica, I was reluctant to switch to an electric heater, and IGL is the only company that I could find locally that sells gas heaters, so I continued to stick with them.

The last time in December 2020, the excuse was that they could not get parts from China because of the COVID-19 pandemic.

Being gullible, I fell for the story and replaced the heater once more. This time it lasted for less than two years, and started giving problems in October 2022.

After several failed attempts, I finally got through to the customer service department at IGL, but nobody turned up to inspect the unit until January 10, 2023.

The technician determined that the fault was with the battery-powered ignition system, but said they had no parts to repair or replace that system.

As the warranty on the water heater had expired after one year, the only option offered by IGL is that I buy yet another heater. This is unacceptable, as I should not have to bear the cost of a faulty product that I purchased only two years ago.

I believe that it is the responsibility of the vendor to ensure that their products are of high quality and to provide adequate customer service when issues arise.

In this case, the vendor has failed to do so.

I have written to the Consumer Affairs Commission, but have had no response from them either.

TB

Dear TB

Tell Claudienne brought your concerns to the attention of the customer relations manager at IGL on February 7, 2022 .

The same day the column received the following e-mail from IGL:

“We made contact with our customer TB. IGL will replace the water heater at no charge and we will inform you once the replacement is made.”

Tell Claudienne notes that IGL replaced your heater on February 10, 2023.

We wish you all the best.

Have a problem with a store, utility, a company? Telephone 876-936-9436 or Cell # 876 -484-1349 or write to: Tell Claudienne c/o Sunday Finance, Jamaica Observer, 40-421/2 Beechwood Avenue, Kingston 5; or e-mail:edwardsc@jamaicaobserver.com. Please include a contact phone number.