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  • FIRST POST
    • PaulJM
    • By PaulJM 4th Oct 17, 5:53 PM
    • 510Posts
    • 350Thanks
    PaulJM
    Homeserve boiler cover issues - using Help Link now!
    • #1
    • 4th Oct 17, 5:53 PM
    Homeserve boiler cover issues - using Help Link now! 4th Oct 17 at 5:53 PM
    Hi all,

    I know it's not always a popular choice in M/S, but boiler cover is the only "extended warranty" type service I use. As it's a combi boiler, and given the call outs I've had in the past, I've felt it was decent value for money, given you tend to get a fast response and obviously some come back with the company you use.

    Anyway - I tend to change it every year, as they will put their prices up and that way you get a new customer offer.

    Last year, I was with NPower, who stopped this service, and sold to Homeserve.
    2 months ago, I had an issue with the boiler, and called them out. A very long story short, they've been coming back every couple of days to install more parts. Sometimes letting me down and not coming, other times installing the part and it not fixing the issue. Each time the engineer telling me he had put in everything he thought it would be.
    Finally I escalated the issue, and they sent (eventually) a senior engineer and a service manager out.
    They tried two parts, then after 3 visits, told me they knew what the issue was, but due to the cost (added with the other parts they'd wrongly installed) , they were writing the boiler off - but that re policy stipulated that they would provide another boiler FOC.

    Great, I thought, this sounds promising.

    Then I was told that that they'd only provide the boiler (not installation) - which I was still willing to go with, and that I'd have to have it done by HELP - LINK.

    Not exactly happy at the inflexibility of the situation (what if they charged over the odds, etc) I got an appointment.. They'd wanted an hour to survey, and they wanted my wife to be there.. I expect for a long and painful selling up session.

    The survey guy today has told me he has to cancel the appointment, 30mins after he was due! Furthermore, when I reorganised, the lady on the phone told me that he would be giving us "opportunities" to upgrade radiators, etc.

    I'm pretty annoyed that I'm still without heating, 2 months later, that I've now been given to another company, and that I'm still being let down.

    Surely my contract is with Homeserve still? I'm thinking now that I should just file a court claim in for installation and a new boiler.. And possibly the 13 afternoons I've had to stay at home from work.
Page 1
    • Alex1983
    • By Alex1983 4th Oct 17, 5:56 PM
    • 668 Posts
    • 377 Thanks
    Alex1983
    • #2
    • 4th Oct 17, 5:56 PM
    • #2
    • 4th Oct 17, 5:56 PM
    Did they tell you what was wrong with it, get a local guy to fix it and bill the company. Be worth looking at reviews for help link, I wouldn’t go near them.
    • PaulJM
    • By PaulJM 4th Oct 17, 6:11 PM
    • 510 Posts
    • 350 Thanks
    PaulJM
    • #3
    • 4th Oct 17, 6:11 PM
    • #3
    • 4th Oct 17, 6:11 PM
    Alex, they didn't, only that the next part would be £500,and that they'd already plugged in £hundreds worth.

    I don't appear to have any choice with the Helplink thing, if I want homeserve to provide me a new boiler FOC, but you're right, I wouldn't touch them.
    How can they have outsourced this? How can they try to hard sell me more stuff off the back of a boiler break down?
    • Alex1983
    • By Alex1983 4th Oct 17, 6:17 PM
    • 668 Posts
    • 377 Thanks
    Alex1983
    • #4
    • 4th Oct 17, 6:17 PM
    • #4
    • 4th Oct 17, 6:17 PM
    I cant see how it’s your fault if they’ve dumped hundreds of pounds worth of parts into your boiler, if they diagnosed it correctly they wouldn’t of. I don’t know about all the legal side and what your entitled too.
  • nPower
    • #5
    • 5th Oct 17, 9:10 AM
    • #5
    • 5th Oct 17, 9:10 AM
    Hi all,

    I know it's not always a popular choice in M/S, but boiler cover is the only "extended warranty" type service I use. As it's a combi boiler, and given the call outs I've had in the past, I've felt it was decent value for money, given you tend to get a fast response and obviously some come back with the company you use.

    Anyway - I tend to change it every year, as they will put their prices up and that way you get a new customer offer.

    Last year, I was with NPower, who stopped this service, and sold to Homeserve.
    2 months ago, I had an issue with the boiler, and called them out. A very long story short, they've been coming back every couple of days to install more parts. Sometimes letting me down and not coming, other times installing the part and it not fixing the issue. Each time the engineer telling me he had put in everything he thought it would be.
    Finally I escalated the issue, and they sent (eventually) a senior engineer and a service manager out.
    They tried two parts, then after 3 visits, told me they knew what the issue was, but due to the cost (added with the other parts they'd wrongly installed) , they were writing the boiler off - but that re policy stipulated that they would provide another boiler FOC.

    Great, I thought, this sounds promising.

    Then I was told that that they'd only provide the boiler (not installation) - which I was still willing to go with, and that I'd have to have it done by HELP - LINK.

    Not exactly happy at the inflexibility of the situation (what if they charged over the odds, etc) I got an appointment.. They'd wanted an hour to survey, and they wanted my wife to be there.. I expect for a long and painful selling up session.

    The survey guy today has told me he has to cancel the appointment, 30mins after he was due! Furthermore, when I reorganised, the lady on the phone told me that he would be giving us "opportunities" to upgrade radiators, etc.

    I'm pretty annoyed that I'm still without heating, 2 months later, that I've now been given to another company, and that I'm still being let down.

    Surely my contract is with Homeserve still? I'm thinking now that I should just file a court claim in for installation and a new boiler.. And possibly the 13 afternoons I've had to stay at home from work.
    Originally posted by PaulJM



    Hi PaulJM,

    Thanks for your message. I'm sorry you've had issues with your boiler. Please contact us using the details on our profile page if you'd like our help with this.

    Thanks,

    Jen
    Official Company Representative"
    I am the official company representative of nPower. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE.
    If we ask you to contact us, please do so using helpandsupport@npower.com - MSE Forum has temporarily allowed the display of our contact details in our signature due to a technical issue with our profile
    • PaulJM
    • By PaulJM 5th Oct 17, 11:36 AM
    • 510 Posts
    • 350 Thanks
    PaulJM
    • #6
    • 5th Oct 17, 11:36 AM
    • #6
    • 5th Oct 17, 11:36 AM
    Hi PaulJM,

    Thanks for your message. I'm sorry you've had issues with your boiler. Please contact us using the details on our profile page if you'd like our help with this.

    Thanks,

    Jen
    Originally posted by nPower
    I don't think you've read this post Jen.

    NPower left the boiler cover market, and sold everything to Homeserve, who is turn seem to use Helplink to do their replacement boilers.
    • Help-LinkUK
    • By Help-LinkUK 5th Oct 17, 1:02 PM
    • 1 Posts
    • 1 Thanks
    Help-LinkUK
    • #7
    • 5th Oct 17, 1:02 PM
    • #7
    • 5th Oct 17, 1:02 PM
    Hi PaulJM,

    I'm very sorry that your survey appointment was cancelled and for the inconvenience this caused.
    We would like to investigate the the reasons why the appointment was cancelled and speak to you directly to try and rectify the situation and help get your boiler back up and running as soon as possible.

    Please respond to my private message so that we can get in touch.

    Kind regards,
    Hannah
    The Help-Link Team
    • southcoastrgi
    • By southcoastrgi 5th Oct 17, 8:44 PM
    • 5,250 Posts
    • 3,056 Thanks
    southcoastrgi
    • #8
    • 5th Oct 17, 8:44 PM
    • #8
    • 5th Oct 17, 8:44 PM
    Homeserve & help link & now they will give you a free boiler which in all probablity will be an Ideal Logic, oh dear you must have done something really bad in a past life
    I'm only here while I wait for Corrie to start.

    You get no BS from me & if I think you are wrong I WILL tell you.
    • jrrowleyws
    • By jrrowleyws 5th Oct 17, 11:17 PM
    • 596 Posts
    • 303 Thanks
    jrrowleyws
    • #9
    • 5th Oct 17, 11:17 PM
    • #9
    • 5th Oct 17, 11:17 PM
    Homeserve & help link & now they will give you a free boiler which in all probablity will be an Ideal Logic, oh dear you must have done something really bad in a past life
    Originally posted by southcoastrgi

    Ideal logic boilers are fine. I've had one for >5 years with no issues
    Housing associations use them which indicate they are not total rubbish!
    • Alex1983
    • By Alex1983 6th Oct 17, 7:10 AM
    • 668 Posts
    • 377 Thanks
    Alex1983
    I service and repair boilers for a living and I wouldn’t have a ideal boiler if they were giving them away.
    • Ruski
    • By Ruski 6th Oct 17, 7:49 AM
    • 1,401 Posts
    • 816 Thanks
    Ruski
    I service and repair boilers for a living and I wouldn’t have a ideal boiler if they were giving them away.
    Originally posted by Alex1983


    Awesome review, made me chuckle!!

    Russ
    Perfection takes time: don't expect miracles in a day
    • PaulJM
    • By PaulJM 6th Oct 17, 7:57 AM
    • 510 Posts
    • 350 Thanks
    PaulJM
    Yes this is correct, they only install Ideal logic boilers (not the plus ones which seem a little better)
    I'm trying to get them to shift their position, but I doubt it.

    But boiler brands are a subjective thing - I've trawled the Internet and you'll find the same amount of people arguing for Ideal as against. You'll find a massive % even telling you not to touch Worcester, which by any quantifiable way look the best (Which, etc)

    So it's pretty much impossible to pick up tips on the best brands when it's mainly "I've been installing X for a million years and they're great" or "I've been installing the same X for a squillion years and they're terrible"
    • Alex1983
    • By Alex1983 6th Oct 17, 8:53 AM
    • 668 Posts
    • 377 Thanks
    Alex1983
    Your right most things you read online can be very subjective. I think the best thing is to look at the manufacturers previous models over a period of time to see the best manufacturers. Some have made some very poor boilers. Some installers fit certain boilers cause they are accredited with that manufacturer and have a biased opinion, home owners tend to only remember the bad ones so only get bad reviews . If the boiler is fitted correctly and the system is cleaned correctly most boilers will be ok.

    What boiler do you currently have?
    • PaulJM
    • By PaulJM 6th Oct 17, 9:06 AM
    • 510 Posts
    • 350 Thanks
    PaulJM
    Your right most things you read online can be very subjective. I think the best thing is to look at the manufacturers previous models over a period of time to see the best manufacturers. Some have made some very poor boilers. Some installers fit certain boilers cause they are accredited with that manufacturer and have a biased opinion, home owners tend to only remember the bad ones so only get bad reviews . If the boiler is fitted correctly and the system is cleaned correctly most boilers will be ok.

    What boiler do you currently have?
    Originally posted by Alex1983
    I currently have a Sime, which was in the house when we moved in, and although it's only about 9 years old, it's probably needed 2/5 call outs per year.

    Currently, they are trying to charge me £1400 for installation (the current boiler is a condensor combi and everything is up to standards, so it's a straight swap) - with a flue and a WiFi thermostat.

    It annoys me that the same thermostat is £150 on Amazon and they want £300..i wanted to buy it and pair it myself but they say a thermostat is in regs now...
    Also annoying is that I'm getting a fairly rubbish boiler, and I'm going to have to pay out for a yearly service to keep the guarantee going... Almost the same amount as I pay for the service plan 😪
    • Alex1983
    • By Alex1983 6th Oct 17, 9:28 AM
    • 668 Posts
    • 377 Thanks
    Alex1983
    I’d get a couple of quotes from local companies, £1400 for a straight swap with the boiler for free is expensive. You could probably pay a bit more and get a decent boiler with 7yr warranty, then you won’t be paying out for a service contract.
    • PaulJM
    • By PaulJM 6th Oct 17, 10:23 AM
    • 510 Posts
    • 350 Thanks
    PaulJM
    I’d get a couple of quotes from local companies, £1400 for a straight swap with the boiler for free is expensive. You could probably pay a bit more and get a decent boiler with 7yr warranty, then you won’t be paying out for a service contract.
    Originally posted by Alex1983
    Agree with that.
    But these manufacturers insist on a yearly service.. So that's a similar expense to a cheap service contract
    • southcoastrgi
    • By southcoastrgi 6th Oct 17, 10:31 PM
    • 5,250 Posts
    • 3,056 Thanks
    southcoastrgi
    Logic & logic + is the same boiler the only difference is the + has a longer warentee, not that means much because Ideal will do everything they can to get out of it
    I'm only here while I wait for Corrie to start.

    You get no BS from me & if I think you are wrong I WILL tell you.
    • Biggles
    • By Biggles 7th Oct 17, 5:01 PM
    • 7,515 Posts
    • 4,909 Thanks
    Biggles
    Now you know why annual boiler cover's not popular on MSE.
  • HomeServe company representative
    Hi Paul,

    Thank you very much for your comments and for our ongoing conversation.

    Given the intermittent fault on your boiler, as you point out, we needed to attend a number of times. We made every effort to repair the boiler but eventually determined that it was ‘beyond economical repair’. We’re very clear that if a boiler is deemed as beyond economical repair, and, if it meets the Terms and Conditions of cover, that we’ll provide a replacement boiler. This is done on the understanding that you’ll pay for installation costs as outlined in your policy. The new boiler, should you choose to accept it, will always meet the same heating and hot water specifications as your existing one.

    We work closely with a number of boiler manufacturers, all of whom are established and well regarded. Where we offer an installation quote we ensure that the engineers used are Gas Safe Registered and HomeServe approved. I understand the cost quoted was higher than what you’d like to pay and we’ve been able to work with Help-Link, our installation division, to reduce this considerably for you. Plus, we’ve worked to understand the impact that this situation has had on you and your family and have compensated you accordingly.

    Again, thank you for your open and honest post. We’ll keep in touch with you until this matter is resolved.

    Kind regards,

    Famena
    Here To Help Team
    Official Company Representative
    I am the official company representative of HomeServe. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • PaulJM
    • By PaulJM 10th Oct 17, 10:38 AM
    • 510 Posts
    • 350 Thanks
    PaulJM
    To close this one off...

    Although this whole thing has been a bit of a nightmare, Homeserve and Helplink have risen to to the challenge and have achieved a result I'm happy with.

    Although I think there have been mistakes along the way, I think both businesses actually mean the best for the customers ultimately.

    If I was doing this again, I'd just keep a closer eye on what the engineers were installing and checking their appointments were properly logged and they were coming.
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