Mrs. Washington was a customer for a well-known national energy company that also offers home insurance contracts for your boiler and heating system.
One day she woke up to find her bath was cold, and her boiler was broken. So, she called her service provider, who said they would send an engineer to repair her boiler in about a week!
Feeling like there was no other option, she reluctantly agreed to wait. Finally, after a week of wearing jumpers and taking cold baths, the engineer arrived.
He said he had repaired the boiler, and everything was working fine. Then, about an hour later, when Mrs. Washington went to do her dishes, she was greeted by the all too familiar red flashing light on the front of her boiler and ice-cold water flowing from the hot tap.
Mrs. Washington immediately called her service provider and was told by an “unpleasant lady” that she would need to wait another week before they could send another engineer to repair her boiler. Feeling desperate, again, she agreed to wait.
The second engineer arrived and, after an hour of diagnostics, said he needed to order a part. Unfortunately, due to the boiler’s age, it would be at least another week before he would be able to come back and repair her boiler.
Four days later, Mrs. Washington received a call from her service provider to say that they would not be able to make the appointment, and she had been rescheduled for another two weeks.