British Gas HomeCare 400 parts problem

somebodysfool

Hi I have to say I have always found the homecare cover very good and my boiler is fairly old. We know it will need replacing very soon but want to keep it ticking over if possible as we moved last year and it was a very expensive time. We had a fault today and a new pump was fitted that has resolved it for the moment.

However the real problem seems to be the heat exchanger which is struggling but still going for the moment. The engineer is happy with the rest of the system and thinks with a new exchanger the system would probably tick along nicely for another few years.

The problem is they don't stock the type of exchanger we need so say our only option is a new boiler but not at British Gas prices thank you £4800 quote!!!!

My problem is within 10 minutes of looking on the internet I found the part for £386 so surely if I can source it so can they. Does anyone know whether they would pay for it if I could point them in the right direction. All parts and labour are supposed to be included right if they can get hold of them what do you think? I know its only a matter of time before it ruins the pump or packs up completely and even if I have to pay for it £386 it is a lot more expensive now than £1.5k for a new system.

elektra

I have had a heat exchanger replaced under Homecare 300.

I think you may find this thread a very interesting read , it is a long saga but includes BG saying they cannot get parts.

http://forums.moneysavingexpert.com/showthread.html?t=1410301

Cardew

Your experience mirrors that of myself, and others on MSE.

I used BG for many years and found their service excellent. However 2 years ago I got a letter stating that they no longer could promise to obtain parts to repair - swiftly followed by a letter from their sales team with an offer to quote for a new boiler.

My(then) 19 year old boiler is one of the commonest from that era and all parts are readily available.

My solution was to cancel BG's expensive homecare and 'self insure'. Franlkly I wish I had done it many years ago.

It is particularly annoying that BG's prices have increased way above inflation year after year, yet their service has declined in that they no longer will attend at weekends unless you have babies/vunerable people in the house.

If you can source parts for your boiler, BG can. I am certain that their tactic is to apply pressure to get people to unnecessarily change their boiler(preferably with BG)

violetta

Jeff Howell wrote in the Sunday Telegraph about this some years ago

http://www.telegraph.co.uk/property/propertyadvice/3310186/On-the-level-theres-life-in-those-old-boilers-yet.html

and the fact that you have so easily sourced the part you need bears this out.

As Jeff Howell says, they are in it for profit and would rather sell you a complete new boiler system, than it cost them money providing the parts and labour themselves to repair your boiler, despite this being the reason you pay them for central heating/boiler insurance in the first place!

Are you able to get in touch with the engineer and point out that the part you need is indeed extremely available?

Cardew

violetta wrote: »

Jeff Howell wrote in the Sunday Telegraph about this some years ago

http://www.telegraph.co.uk/property/propertyadvice/3310186/On-the-level-theres-life-in-those-old-boilers-yet.html

and the fact that you have so easily sourced the part you need bears this out.

As Jeff Howell says, they are in it for profit and would rather sell you a complete new boiler system, than it cost them money providing the parts and labour themselves to repair your boiler, despite this being the reason you pay them for central heating/boiler insurance in the first place!

Are you able to get in touch with the engineer and point out that the part you need is indeed extremely available?

It is interesting that the article was written over 6 years ago.

It obviously had no effect on BG as I got the same style of letter 4 years later!!!

I have no difficulty with BG making a profit, but the wording of their letter is disingenous i.e. "manufacturers have stopped manufacturing parts". - it doesn't mean they are not available, albiet that is what they are implying.

As BG supply my energy I get frequent letters telling me how they can advise how to save £100 or so a year on energy saving measures, yet they are happy for me to 'waste' £ thousands on a new boiler.

Incidentally in 21 years all that has gone wrong with my boiler is the thermocouple needed replacement - which I can do myself!

violetta

I think these central heating/boiler policies continue to be renewed due to fear that under the law of s*d, some major and expensive problem will rear its head just a few months or weeks after cancellation.

We are like you - in over 21 years of living at the same house, we have only needed to use the policy once, and that turned out to be a very simple job not needing replacement parts, where a wire inside the boiler had become detached.

My Dad (a plumber) says that the main value of the plan is that it covers your whole central heating system in case of a leaking radiator or the immersion cylinder springing a leak etc etc, and that a gas fitter would come out quickly (though maybe not these days) to help you, rather than leaving you at the mercy of Yellow Pages.

If we had done as you have now done, Cardew, and self-insured for these 21 years, we would have a very sizeable fund indeed now.

somebodysfool

elektra wrote: »

I have had a heat exchanger replaced under Homecare 300.

I think you may find this thread a very interesting read , it is a long saga but includes BG saying they cannot get parts.

Thanks for all the replies quite common problem then. Elektra can you point me to the thread you mentioned were you able to get anywhere with them. I am going to phone them tomorrow and ask if I can source the part why they can't. Or do they have some get out clause that they can only approach their own suppliers?

elektra

sorry - missed off earlier post, here is the thread
http://forums.moneysavingexpert.com/showthread.html?t=1410301

somebodysfool

Well its just packed up so the fix didn't last long. I will try and point them in the direction of the part but won't hold my breath. I saw this deal on Ebay is it any good I know cheaper is not necessarily better but money is tight at the moment. It does seem a bit to good to be true but lots of positive feedback only thing I am not sure about is if they do a power flush too. I know nothing about heaters so any expert advise would be gratefully received

Link below

http://cgi.ebay.co.uk/POTTERTON-SUPREMA-50HE-BOILER-SUPPLIED-FULLY-FITTED_W0QQitemZ110345588243QQcmdZViewItemQQptZUK_Home_Garden_Hearing_Cooling_Air?hash=item110345588243&_trksid=p3286.c0.m14&_trkparms=72:1683|66:2|65:12|39:1|240:1318

somebodysfool

Just had a good look at feedback and something odd is going on. Lots of buy it now auctions for 99p some with multiple purchases by the same people for the same product. Perhaps just happy customers recommending to others but I need to ask some questions.

Cardew

The latest 'Which' report has had a go at BG for the silly prices they charge for fitting new boilers.

They quoted several cases where the BG quote was approx double that of local plumbers.

1. I have heard quotes of £600+ for power flushing and the statement that unless the system is flushed then the boiler guarantee is invalid.

2. Also statements have been made that on new boilers the BG Homecare scheme does not cover the heat exchanger after the warranty period.

I repeat I have only seen those statements(1 & 2) on internet forums and have no idea if they are accurate or not?

Has anyone else further information on this?