faulty new boiler and no one is taking responsibility

pcyam

recently brought a new boiler and it was fitted last week, but we notice that there was a gas leak and rang the supplier but they referred me to the manufacturer. Rang the manhufacturer and they were quite firm and said that if they were going to come out and that there was nothing wrong with the boiler that they would bill us. And then went on to say that they were not going to come out, so rang a plumber and he spoke to the manufacturer and confirmed that there was a fault with the boiler and that he was not able to fix it as he was only responsible for fitting it, the manufacturer still wouldnt come out and the plumber kindly changed the faulty part.

We are not happy with this as we have a young child, but regardless to this fact, they refuse to come out even to look at the boiler and fix the fault, this is a new boiler and I do wonder how many more faulty boilers are been manufactuered and sold by this company. can anyone advise me where I go to make a complaint because the supplier is referring me to the supplier and the supplier isnt helpful at all.

TIA

Mankysteve

Surely you need to contact your plumber/fitter first?

Under SOGA the retailers is responsible not the manufacturer.

penrhyn

Was the installation signed off by a Gas safe registered tradesperson?

Care to name the manufacturer and supplier of the boiler.

lemontart

if you have a gas leak then turn it off and call the gas emergency service on 0800 111 999 immediatly they will come out and make you safe and then the company you used to fit the boiler or company you bought it from should come and fix it for you, I am supprised that they did not advise you to call the gas emergency service in the first place which is standard procedure when there is a gas leak

Owain_Moneysaver

This is the problem when you buy a thing and then pay someone else to fit it. Both the supplier and the fitter can blame the other.

Sooler

Best option is to report it to Gas Safe
http://www.gassaferegister.co.uk/help/make_a_complaint.aspx

Pincher

I bought a new Potterton boiler through the internet, which was installed and commissioned by a Gas Safe engineer on 29th May. Had a recurring Flame Failure problem. Called Baxi/Potterton on Monday 7th June, and the Heatteam engineer came on Wednesday. He replaced a spark assembly, free under warranty.

So buying it myself doesn't seem to be an issue.

penrhyn

I guess it depends who makes the boiler.

C_Mababejive

Sooler wrote: »

Best option is to report it to Gas Safe
http://www.gassaferegister.co.uk/help/make_a_complaint.aspx

What for..? They are only interested in making money,not spending it on services to consumers.

The chain should be...

Consumer buys new boiler and has it installed by GSR regd engineer.

Consumer smells gas

Consumer rings national emergency service on 0800111999

Engineer attends,identifies leak,makes safe,issues warning notice,may provide supporting info though he is not obliged to do so.

Consumer contacts installer or other GSR eng

He identifies whether issues is with boiler internals or external issues

Fixes> ok
Not fixed due to boiler warranty issue>pass to manuf under warranty

Manufs eng attends>confirms warranty issue>fixes>end

Manuf attends>disputes warranty issue>issues bill for attendance.


Simples...

Pincher

I think the plumbing trade basically expects you to sit back and let them get on with it. Unless you know what you are doing, buying your own boiler just creates extra grief for the guy who has to install it. From your end, there is only one point of contact: he provides the guarantee, including the boiler he supplies.

It's just so hard to find a decent one.
I've got a decent one, it's just that he 's so busy he never turns up.:(

Premier_2

pcyam wrote: »

recently brought a new boiler and it was fitted last week, ...

... spoke to the manufacturer and confirmed that there was a fault with the boiler ...

It's not clear from your post who you purchased the boiler off.

If it was a supply & fit job with the plumber, the plumber is responsible.

If you purchased the boiler and only asked the plumber to fit it, then the person you purchased the boiler off is responsible (but in that circumstance don't expect anyone except yourself to pay the plumber to uninstall the existing one and replace it with a new/repaired one)