British Gas Homecare Agreement, Free Boiler?

saints1fan

sorry, is it relvent that our heating is fine? I understand that a powerflush only applies to the heating and not the hot water? or am I wrong?

gasbag1602

saints1fan wrote: »

sorry, is it relvent that our heating is fine? I understand that a powerflush only applies to the heating and not the hot water? or am I wrong?

The same water thats in your boiler is in your radiators and pipwork too, if the water quality is poor it can block up your boiler. Its hard to tell without being infront of your boiler and without the job history. Just remember our engineers record everything down on our terminals and you can ask for all the information we hold!

Tariq2009

saints1fan wrote: »

Thank for pointing out where this mythical exclusion is. I will check it when I get home tonight. I am glad to see that someone at BG knows where it is.
I have ony asked 7 people previously without success.

Anyway, as mentioned I called BG this morning and begged again to answers to my questions about can it be fixed, if so how much will it cost and does this scale exclusion exist and if so where is it? I was promised a call back with an hour. That was over 5 hours ago and I have ahd no call. However, the plot thinkens. I have had a call from my wife and a hand delivered quote was pushed through our door this afternoon, from BG to replace the heat exchanger. This was for £697! Including £170 labour. So much for charging for parts only.

We have now established that in theory it can be fixed. So should we buy the new boiler Worcester Bosch 42cdi boiler from the local guy who offers a 5 year parts and labour guaranted from Worcester Bosch, for £2100. Or, should we have the Ferroli boiler fixed?

Back in November i called BG to quote me on 2 radiators installation and it was more than £1000 I heard about website called mybuilder.com and myhammer.com lots put your request and experts will bid on it chose the cheap one .you will not believe me got 2 radiadors and pipes from B&Q around £150 and installation charge from mybuilder.com was £160 so in total £310 job was done perfect why not try it I am looking forward to change the whole boiler I am looking for offer if I find one I will buy the boiler then find someone locally from Mybuilder.com and save a lot try it trust me you find the Different

mike_the_bike_2

Hi my last comment on the subject and I wish you well

You have a contract with them. The terms of the contract is binding on both parties (BG and You)

You have through 38 phone calls tried to get British Gas to resolve your problem without success

I have reviewed all the terms and conditions of the British Home care on their site and cannot see any reference to heat exchangers not being covered as a part to replace in the event of failure except if they have already advised you of action that they required you to take in a "timely manner" as they describe it and you choose to ignore it. I would expect for a court of law to recognise this, they would have had to notify you that action was required in writing

Therefore they need to replace your heat exchanger at no extra cost to you to fulfil their contractual obligations with you.

I wouldn't waste any more time making phone calls but write as I suggested to the Head of their services recorded delivery. By sending it recorded delivery and advising them they are in breach, in the event that you need to go through the small claims court to recover your cost you can demonstrate that you gave them IN WRITING every attempt to rectify the problem and meet their contractual requirements before you went out and spent money which your have billed them, for

Good Luck!

saints1fan

Thanks to everyone who has offered advice.

I have written the letter to the MD of BG and now cross my fingers.

I will update you when we have news.

EliteHeat

saints1fan wrote: »

One question is, does it relevant that our heating is fine, it is just the hot water we are without?

The symptoms of a scaled HEX are reduced water flow rate through hot taps compared to cold and diminished hot water performance.

You have already been sold the part that should have prevented this.

There is no advantage in a powerflush, non whatsoever. At most, some cleansing chemical should be put in and let circulate for a little while, after which the system should be protected as normal via corrosion inhibitor.

maypole

saints1fan wrote: »

Thanks to everyone who has offered advice.

I have written the letter to the MD of BG and now cross my fingers.

I will update you when we have news.

What a horrendous time you've had. I agree that you should always put a complaint in writing and write to the top, a complaint will trickle down the way, but never up:rolleyes:. I would also say to them that you would like the response to be in writing and not by way of a phone call. I know you have written now and I wish you luck. I hope you get reimbursed for your phone calls too.

saints1fan

Fantastic News!

I posted the recorded delivery letter to the MD of BG this morning and left a message on the mobile of the area manager to request his address to send him a copy. Guess what? A couple of hours later, the area manager called me and offered to repair the boiler for free, tomorrow! He was most apologetic and to be honest I am not sure that the letter I sent was the reason, but I am sure it helped.

I can have a bath at home tomorrow!!!

Thank you to everyone who offered advice. I very nearly went ahead and bought a new boiler last week for £2300. Now I need to spend nothing. That's what I call money saving!!!

mike_the_bike_2

Pleased to be of help...Let us know how you get on!

elektra

That's fantastic, a positive response before they even receive the recorded letter !