THANK YOU SO MUCH for refusing to return to replace the sensor probe
At the beginning of May 2025, upon switching on our Tylö (Sweden) steam unit(which is only 2.5 years old and out of warranty) and fully imported from Sweden, it did not reach its required temperature and switched itself off after 10 minutes. The fault message stated Tank Full. We contacted Sauna&SteamWA, and it was only 1 month later after complaining to HeadOffice Melbourne, that James replied with a diagnoses as a possible drainage or sensor issue. He expected payment in FULL for $693.94 before his technician, Ben, would attend site. With no choice we paid. The quote stipulated: Tylo Steam Home: Descale, Service & Fault find. However Ben did NOT carry out a Service or Descale of the unit and confirmed what James already knew to be the case that the sensor probe needed to be replaced. BUT James did not supply Ben with the replacement Sensor probe, knowing upfront this was potentially the issue. James wanted to then charge an additional $546.70 for Ben to return to replace the sensor probe. Because I contacted Ben directly James threw a hissy fit and called my husband and reprimanded him that how dare I contact his trades directly. However Ben gave me his contact details to schedule in the return. When we questioned the additional charge, where neither the descale nor service was carried out(which is stipulated on the quote), James changed it to a call-out fee and tried to justify the additional cost for the return. Again when we questioned its ethical standing, he told us he "is done" and called my husband again where he used outlandish profanities.
We thought it was hopeless as James has the sole agency rights to Tylö Western Australia, and not wanting to assist us further we thought we were never going to be able to use the steam unit again. BUT- I WANT TO SINCERELY THANK JAMES for this, because without this experience I would never have been prompted to search the WORLD high and low to find what we need. SO THANK YOU SO SO SO MUCH James ! - This turned out to be an expensive Fault Find "Call-Out"( @ $693.94) -BUT also the BEST thing that could have happened! It forced us to research and search where we ordered in the part from the UK with the help of a friend (182.50 € pricewise the same as getting it in Australia) and through shared manuals and videos received detailed instruction on how to service and descale the steam unit where we replaced the part ourselves. This process has given us the power to manage the unit which is out of warranty anyway. AND we also found the most wonderful guy who has been doing steam unit installations for the last 30 years with Tylö steam unit experience to assist us with future problems. For anyone who owns a Tylö (Sweden) steam Unit in Western Australia, there is HOPE and there is HELP. However I would like to add that if you are looking at installing a new Home Steam Unit, I would recommend going local- Australian Made- Australian parts= readily available in Australia.