Definitive Electrical Services

R.K. - Lacks Good After Sale Customer Service, Professionalism & Integrity – Our New Home Builder contracted Definitive Electrical/ISQ to carry out the electrical wiring to our new home. Throughout the build several wiring mistakes were made, but rectified once we brought it to the attention of the onsite electricians. We were given handover from the builder in October 2023, I thereafter contacted DES/ISQ and spoke to… Read more

[Name Removed] Operations Manager for DE/ISQ to finalise the setup of the security systems and to explain to us how the systems operated. I was also asked to pay for the correct wiring connections to the Sliding Gate Motor, which I reluctantly did due to the urgency of the gate motor installation, reason being this job should have been done correctly the first time during the wiring installation. When the New Sliding Gate Motor was manually powered up by our Contractor, he was unable to find a separate Circuit Breaker(CB) in the CB box situated inside the garage, where he said it should have been installed, this meant we had to now manually open and shut the gate until the fixed wiring was located and the gate motor powered up. I contacted [Name Removed] several times through calls, texts and voice messages but to no avail as he never responded back. I had no choice but to employ the services of an independent electrician to trace where the gate motor wiring was, as he too could not find it in the CB box inside the garage. It was traced but not connected to a wall power socket in our Media Room, this was most unusual, reason being if now we had a problem with the gate motor and it tripped the CB, this would switch off all the power points on the ground level of our home. Anyway the problem was resolved as best as possible by my electrician. I managed to speak to [Name Removed]about this problem who gave me the most unprofessional excuses for why it was ok to install the gate motor wiring to a power point in our Media Room. I next had to get the Tech back from DES/ISQ to re-program the internal security system to open/close the sliding gate as it had been done incorrectly previously, this again was with great difficulty as [Name Removed] didn’t want to have anything to do with it choosing instead to lay blame on the gate motor installer. So I had to contact Scott the owner of DES/ISQ, who got the issue resolved in a timely manner. Following the set-up of the security systems in November 2023, I had a problem with the New Video Recorder unit which had stopped working, after only 10 months of use. Once again I contacted [Name Removed] several times over a few weeks via calls, texts, voice messages and emails, when he did get back to me he totally abdicated their responsibility and placed the problem in the hands of the Manufacturers/Suppliers to deal with. I explained to [Name Removed] in my messages that as the Video Surveillance System had been down for several weeks, it was affecting my Home Building Insurance Policy, and requested a replacement unit under the 3 years replacement warranty, but still no response from [Name Removed]. I once again had to contact the owner Scott to get this problem resolved with urgency, it was thereafter that I heard back from [Name Removed] and the DVR was replaced. However [Name Removed] would not have the replacement DVR installed and set up by a technician from DE/ISQ, and insisted that I get my own installer, to which I had no other choice given the seriousness of the security/insurance issue. In conclusion, I have to say that [Name Removed] Operations Manager for DES/ISQ, totally lacks Professionalism, Integrity and Good After Sale Customer Service Skills. He should at all times remember that he is the face of DES/ISQ, the manner in which he deals with Customers is a direct reflection of what/who he represents, and will ultimately affect their business.