Draining a full septic tank in a private house
It was an April Tuesday morning in a family in Helsinki. The mother of the family was sipping her morning coffee in peace. It was 8.50 a.m. Suddenly, one of the family members noticed that the water in the toilet was not going down, but was instead flooding the toilet floor. The cesspit was full to the brim, and the flooding water was causing panic.
The mother first called HSY, which normally empties the cesspools in the area. They did not understand the urgency of the matter, but responded: "put on the work list", or something along those lines. In addition, HSY refused to take the car elsewhere, which was unusual.
In the house, one of the rooms was already covered in water. The customer was nervous and decided to call 24 Center. It was 9.15am. The customer service answered immediately and promised the customer that a vacuum truck would arrive urgently, within 30 minutes at the latest.
At 9.35am, our truck drove up to the customer's yard and our installer immediately went to work. The well was drained and major damage was prevented.
24 Center's invoice to the customer was:
Labour contribution: 398,00e
Waste treatment: 124,58e
Total: 522,58e
Feedback from the customer indicated that he was quite satisfied with the service that saved his day. He gave the customer service and the installer a perfect 10/10.
He also wrote to us like this: 'Hi, We already gave you feedback on the phone about your good service in an emergency. We had a cesspool suddenly fill up in the oct and the toilet water was flooding the floor. We did not receive any help from Hsy. Hastily Googling I found your ad, where I immediately noticed that you promised emergency help and a truck up to 15 min. The car arrived in 20-30 minutes and we were able to limit the damage! Thank you again for your quick response and good service! In an emergency situation when the ec is flooded with water on the floor and one room is already flooded the customer does not want to listen to music and queue recordings. You responded almost immediately and promised a car immediately. Hsy told me not to take the car elsewhere but could not say what time their car would be there. They put on a work list, was the only answer we got from the "girl" at the customer service desk.
