Glow Worm Boiler Problem

Fenris

Hi all, hope someone can help me out here as I'm quite desperate to get this sorted.

My mum moved into a new house in May of 2002 and found that the boiler that was currently installed was leaking and needed replacing. A local firm was recommended to her and on 26th June 2002 she had a whole new system installed, including a brand new Glow Worm boiler. All in all it cost her £2436.72 + VAT. So, quite a bit of money! I also found out that she paid an extra £210.00 to have the electrics connected from the cylinder upstairs to the boiler in the kitchen downstairs. I only found this out today and was furious as I thought that this work should have been included in the original installation price!

Everything was fine until the 25th February 2003 when the boiler failed to come on! After calling out the man who originally fitted the unit it was repaired under warranty. As far as I'm aware it was the control unit that was replaced.

Then, on the 3rd of March 2005 the control unit failed again and mum had to pay £251.88 to have it replaced with a new one... which promptly failed on the 29th April 2005! Again, the same man replaced it with another new controller at no charge. It's been working fine until this Saturday (11th March) when again, it failed to start the boiler up. We don't know if it's the controller again or something to do with the boiler itself. Mum's, once again, called the man who originally fitted the boiler, but he's yet to get back to her.

I'm really concerned by this as, so far, this unit's failed 4 times; always in the winter. My mum's a pensioner and has anemia and arthritis in her spine and having to keep sitting around for days, sometimes weeks on end in the cold waiting for this flamin' thing to be repaired is just beyond a joke! It's doing her no good at all!

The bottom line is this boiler is not working the way it should do. Is there anything we can do about it?

Any advice grately received!

mike_the_bike_2

Any legal eagles out there ...If it was less than a year old I suspect things would be simpler...The phrase "Not fit for purpose springs to mind"

..My approach would be to write to the local firm and get them to document why they believe the boiler has failed on so many occasions

I would then write or ring Gloworm and send them a copy of the the local firms reply ..(Probably ring them and get the name of their chief executive officer and write a letter to him)

Glow-worm
Nottingham Road
Belper
Derbyshire
DE56 1JT
Tel: Fax: E-mail:

01773 824639 01773 828555 info@glow-worm.co.uk

Useful phone numbers Literature: After Sales Service: Technical Help:
01773 596190 01773 828100 01773 828300

Training: Sales: Spare Parts:
01773 596156 01773 596090 01773 596188

I would explain to Gloworm the situation with the constant failure of your mothers boiler...I'm sure they will agree that this should not be happening...

I would invite them out to inspect the boiler (even if it costs you)...It may be that some element of it has not been installed properly by the installer causing these control units to fail...If you get them (the manufacturer) on the case I'm sure you stand a better chance of getting a satisfactory solution

good luck!

chrisw

I gather there was a problem with the early controller boards and they have upgraded the boards a few times since. If its a known problem, they may listen to your case a bit more sympathetically, or should do.

Fenris

Thanks both. I tried calling earlier today, but couldn't get through. Their phones cut in and gave me all the "press such-and-such" rubbish, but then just kept ringing and ringing! Tried all the numbers but to no avail. I'll try again in the morning.

mike_the_bike_2

I've worked for large companies...Don't mess about with the "customer service" people...When you finally get through ask whoever for the name of the "Managing Director" or the "Chief Executive Officer" and write them a letter...In my experience it will obviously be passed down the chain but because whoever gets charged with sorting sees the top mans name on the letter they will sort it!