Could A Mod Please Move To 5* Board Please?!

Ivrytwr3

I've quoted my posts from another thread to save hijacking that one!!

I am with EON and under their Central Heating care plan. Last week (Thursday) the boiler would fire then die out. We had an engineer out that day who stated it required a new ignition board.

The following day the engineer came out and fitted the ignition board, we were then told it needed a new air pressure switch, which we were told would be ordered that day; I rang EON and was assured the part had been ordered.

I rang the following day to see if the part had been delivered, to be told the part had only been ordered at 11am that day

We are now on Friday and have been told that the part is in, but they have no engineer able to fit it until Monday.

From the begining they were told we have a 4 and 2 year old. I am ok, as i can shower at my place of work, my wife and children have been having a little kettle water for a week to bathe in.

If it wasn't for the promises made by EON that the boiler would have been repaired within a few days, i would have made alternative arrangement ie travel lodge, stay with friends, anything apart from what we are suffering now!!!

We have dragged a matress downstairs and we all go to sleep under quilts as it is too cold to go upstairs!!

after badgering EON all day yesterday was given an appointment for a part fitting for today (saturday, 10am - 12pm). 1pm comes, no engineer, so i call EON, only to be told they can't get hold of the engineer, so he is probably on his way, give them a call back at2pm if he still hasn't shown.

2:10pm, no sign, so i call them back and tell me that my appointment was not for today, but for Monday...........at that point i let rip.

well, they've now told me the parts place closed at dinnertime (without my part being picked up!) and they cannot get out until Monday.

I am now demanding they put us up in a hotel so we can have a warm room and we can all have a shower/bath. Let's see what they say to that!

PS They have offered us to drop off some heaters, why did they not offer us this 8 days ago?!

Any thoughts?

LinasPilibaitisisbatman

My thoughts are that your being completely unreasonable

Yes its an inconvenience and its taking a while, but its 10 days.

To suggest you need a hostel because you have no hot water is ridicolous

Ivrytwr3

To suggest you need a hostel because you have no hot water is ridicolous

I said i wanted a hotel, not a hostel. And it isn't just hot water, it is heating to the whole house also. I have a 4 year old and 2 year old and for 9 days we have not had any heating or hot water.

I don't think it is unreasonable at all. I took out a service plan to cover this eventuallity, (and paying £13 per month for this privillege!) and due to EON not knowing their right hand from their left hand, we are left to suffer.

They have offered £50 per night towards accommodation.

But thanks for your thoughts Battyman.

hollydays

Hot water is a basic requirement,10 days is a long time..

Ivrytwr3

well got a phone call from EON today saying the part has not arrived and so cannot come today as agreed and will be here Friday.

OMG!!!

pulliptears

I sympathise completely. British Gas once left us for around 3 weeks with no heating or hot water. Luckily it was summer so the house was at least warm, but we had to go to parents houses for baths and washing which was a huge inconvenience.

I think in your situation I would be asking EON to pay and find an engineer that can come and fix today. Do you know what the part is? Maybe you could source it yourself?

BTW, its not a Baxi Barcelona is it?

Ivrytwr3

well, i have just come off the phone to EON and the magically found the part and will be out at the original appointment time. *doesn't hold breath!*

ps it's a Vokera boiler, fitted approx 3 years ago.

pulliptears

Ivrytwr3 wrote: »

well, i have just come off the phone to EON and the magically found the part and will be out at the original appointment time. *doesn't hold breath!*

ps it's a Vokera boiler, fitted approx 3 years ago.

Thats good news

The reason I enquired about the make is we had problems from the off with a Barcelona, and that was to do with the PCB. Apparently Baxi were well aware of the problem as well :mad: Between Baxi and BG they caused us so many problems. OH's job is to specify for new build housing....guess which brand of boiler he wont endorse now lol

As for BG, they wanted to charge us £600 to sort out our heating and they claimed it wasnt covered in our plan!! We knew that a simple water test would prove our system was airlocked and not furred up as BG were stating. BG reluctantly carried out the test, the results were sent to the engineers home where his wife promptly binned them. It took BG 6 weeks to sort out this simple test. In the meantime, we had our own test done in days which proved us right, and fixed the airlock ourselves. When BG finally came back to us we cancelled, citing the catalogue of lies and errors. They even replaced our really decent pump with a crap refurb.
BG sent us a cheque for the cost of the pump

Fingers crossed for you that they turn up.

Ivrytwr3

Anyway, they turned up on Monday, fitted the new part and............it still didn't work

The engineer went over the boiler again and found that a pipe coupling has rusted and was allowing air to leak. So all it needed was a new pipe and fixings, which are now on order and due to be fitted tomorrow (Wednesday).

Fair dues to the guy, he did a temp repair, to ensure we had water and heating, but this could have been diagnosed/repaired 11 days ago!

well got a phone call from EON today saying the part has not arrived and so cannot come today as agreed and will be here Friday.

OMG!!!

I was given a number by 2 x very helpful EON managers who said any problems i was to ring them direct. Which i have done. The y listened to my problem and assured me that they would be speaking with their planning department immediately and i would be getting my appointment that day.

Engineer turned up today!!!! And the boiler has finally been fixed almost 2 weeks later (the engineer, as well as my work, was still pencilled in for his original days scedule and is now having to travel the county on overtime to sort other EON customers problems (he's a right little hero ain't he?!)

Although, not 100% due to the boiler making a very loud buzzing noise when it starts (never did this before) we now have heating and hot water. My only concern now is:

a. I hope eon will send an engineer (slow time!) to repair/fix the new
noise)

b. Offer compensation, or at the very least waiver the £50 fixed fee.

c. Offer a reduced/free 1 year central heating plan when mine runs out.

*update*

Well, today i received a pm from a guy claiming to work for EON and has been passed the details of my thread here at MSE. He states he is interested in the complaint and has offered to look into it for me.

I called the gentleman (i won't divulge his name in case he helps me out and you all start ringing and asking for Mr X!!) Anyway, i gave him my postcode and he stated he would get my details from my EON profile and get back to me.

If this is genuine, then well done EON, there are still a few gems that still work there.

advantix

There isn't a £50 fixed fee for the £13 per month cover, its all inclusive. The £50 fee is for the £9 per month cover.

Ivrytwr3

Yey, he was genuine!! The appointment was kept, my boiler is working and my family are all warm and smell lovely now!!!

Also, looking into my account, i find i am on a £50 per repair and this fee has been waivered due to me "not receiving the service EON intend to provide"

My reply back to Mr X.

From the initial complaint we were messed about with missed appointments (which was annoying as both my wife and i took days off work to cover each appointment), told parts were ordered when they weren't and parts were available when they weren't

However, when Jane, Amy,(i believe they are EON managers) and yourself heard of our problems nothing was too much trouble. We were offered overnight accommodation, offered heaters to be delivered to us, appointments were made and kept and we now have a working boiler.

Many, many thanks to you and your staff and many, many thanks for offering to waiver the £50 fixed fee. It is very much appreciated.

Yours, a now very happy EON customer,