"Monarch Water Customer Service is Brilliant"

Monarch Water Customer Service is incredible. I called earlier today to ask for advice, then a very helpful man called Paul called back. He patiently and expertly helped me work out which product was right for me, he then offered to call my installer, and then called me back to confirm he'd spoken to the installer! We're going to buy a Monarch product as a result of Paul and his great service. If the water softner product is half as good as their customer service we'll be doing well!

"Monarch Water - BE AWARE of so called 7 YEAR GUARANTEE all is not what it appears"

I have a Monarch Midi system which is 5 years old. It has just malfunctioned and filled right up with water, exiting by the overflow. Nothing else is happening and it is dead.
As advised by my plumber I have contacted Monarch to request a call out under warranty.
I live less than 20 miles from Monarch’s base in Diss, Suffolk.

I was told that only parts are covered for 7 years and that labour is only covered for 2 years.
As a result I was told that the CALLOUT CHARGE would be £120 for the first hour including the service. The following charge would be at £18 per 15 minutes. I think that £120 is an extortionate charge. You can be sure that their plumber is not earning that amount. It makes a mockery of claiming they are giving a 7 year guarantee. The FULL guarantee is actually ONLY 2 YEARS. Considering the parts are a small amount of a repair I consider the claim of a 7 year guarantee to be misleading.

I asked if I could take the unit directly to them as I am so close. I was told over the phone “No that is not possible” as they do not accept repairs direct. They then said, Oh and Covid-19 prevents that. Why bring that up when she has said they do not accept items being brought in directly. Strange considering that shops are open and their plumber is coming to my house.

In summary I think that Customer Service from Monarch Water Softeners is VERY POOR and in my opinion I would advise CAUTION in respect of Monarch Water Softeners that CLAIM A 7 YEAR GUARANTEE.
I consider somewhat misleading in respect of their guarantee which is only 2 Years for full warranty.

BE AWARE.

I am publishing reports on various media in this respect.

Having made a further phone call today (3rd Sept) I was told that the Sales Director Trevor Woods would call me back, as he was on another call.
So far I have not had the courtesy of a phone call back. This is not very impressive, so I would urge caution in dealing with this company.

My report has been circulated on many plumbers and wholesalers sites. I have had one reply already, and this plumbers says he'll take a note as he wouldn't want any of his clients having to go through what I have experienced.