Client Overview: Towers Plumbing was called to address a recurring issue for a customer in Orem, Utah, whose toilet wasn’t filling correctly, despite a new installation just a year prior. The issue led to confusion after a main sewer line inspection showed no problems, prompting the homeowner to seek the expertise of a plumbing professional.
Services Provided:
- Sewer Camera Inspection:
The customer experienced a backup in the toilet, but previous assessments from another service provider had ruled out issues with the main sewer line. Towers Plumbing decided to perform a detailed sewer camera inspection to identify any blockages or underlying problems. - Toilet Replacement:
The team replaced the existing toilet in the hall bath with an American Standard Cadet Pro round-front toilet, ensuring the unit would function properly and prevent future issues. - Garbage Disposal Replacement:
Additionally, the garbage disposal under the kitchen sink was replaced. The team adapted the new disposal to fit the existing plumbing setup, ensuring proper installation and function.
Challenges:
- The customer had previously installed a new toilet and had the main sewer line inspected, which didn’t reveal any issues.
- The customer had an unresolved toilet backup issue that wasn’t properly diagnosed, despite the previous technician’s visit.
- The challenge was to accurately pinpoint the cause of the problem, which turned out to be a foreign object blocking the system.
Execution and Outcome:
- Customer Interaction:
The customer initially reached out with frustration, having already gone through a previous round of inspections without a resolution. After requesting to speak with the manager, they were connected with Dean, who reassured them that Towers Plumbing would take care of the issue. - Sewer Camera Inspection:
The plumber, Alex, who initially installed the toilet and garbage disposal, returned to diagnose the problem. Using a sewer camera, Alex discovered the issue was a toothbrush lodged in the plumbing. The toothbrush had caused a blockage, preventing proper water flow and affecting the toilet’s ability to fill correctly. - Resolution:
After removing the obstruction, the toilet was reassembled, and the system was tested to ensure proper function. Alex went above and beyond by not charging the customer for the service visit, even though it could have warranted a service fee.
Customer Feedback:
The customer was extremely satisfied with the outcome of the service. They praised Alex and his colleague Alec for their professionalism and knowledge. The customer mentioned their initial frustration and how Towers Plumbing exceeded expectations by resolving the issue efficiently, offering excellent communication, and even waiving the service charge.
Here’s the customer’s review:
"We had kind of a sh!+ty problem with our toilet backing up, even though we had a new one installed last year. I called up Towers and pulled a Karen... yep, you know it... I asked for the manager. I was transferred to Dean, and oh boy, if the big man Himself had a voice, it would be this one. Low, smooth, and comforting! He reassured me that it would be taken care of and sent Alex back to fix whatever was going on. Alex was awesome—super nice, professional, and knowledgeable! After taking apart the toilet and using a camera, they found a toothbrush! Alex didn’t charge me for the visit, though he rightfully could have. Towers really flushed it out of the bowl on this one! Thank you again!"
Key Takeaways:
- Accurate Diagnosis: Sewer camera inspections provide a clear, visual solution to diagnosing plumbing problems that aren’t always obvious through traditional methods.
- Professionalism and Customer Service: Clear communication and a calm, reassuring approach can significantly improve a customer’s experience, especially when they are frustrated with a recurring issue.
- Going the Extra Mile: Alex and the team demonstrated exceptional service by identifying the cause of the issue and providing a resolution without additional charges, reinforcing Towers Plumbing’s commitment to customer satisfaction.
Conclusion:
Towers Plumbing successfully resolved a challenging issue for a homeowner in Orem, Utah, using expert plumbing techniques, including sewer camera inspection and toilet replacement. The team’s commitment to customer service and high-quality work ensured the problem was solved efficiently, leaving the customer satisfied and confident in their plumbing system.
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Contact Towers Plumbing today for expert solutions and reliable plumbing services in Orem, Utah, and the surrounding areas!