EON Service Contract No Service

bobesox

I appreciate that this is a busy time with many boilers requiring attention but I cannot help but feel that I have made a grave mistake switching from British Gas to EON. My sister who lives very close by had to call in British Gas Sunday 19th and they were apologetic the 1st appointment was Tuesday 21st. On Wednesday my boiler had broken down - no hot water, no heating and in what can only be described as matter of fact the 1st appointment I was given was today! The engineer having arrived from Essex has had to order a part so heaven know when it will be repaired. There's little point claiming they have a call centre open 24/7 365days a year if there are no service engineers to actually provide the service.
Is a week the norm in winter?

E.ON_Company_Representative:_Helena

Hi bobesox,

I have to agree that a week to wait for the appointment, when you don't have any heating or hot water is a long time.

As I'm sure you know, emergencies and customers that are vulnerable are put to the top of the list, along with any dangerous situations.

I have spoken to the central heating care team today for you, they have advised that the engineer should have re-booked the next appointment for when they have the part to fix the problem, my colleague told me that they are able to do this on their handheld devices.

From your post, it doesn't sound like they have re-booked the appointment, I think you should contact them asap.

I can give you the number if you would like, just use the email address in my profile page and I will be more than happy to help you.

Helena

Premier_2

This is a general problem with any service contract. You have already paid so there is no urgency on the part of the company to fix the issue.

If you employ your own engineer to repair a fault, he knows he won't get paid until the fault is fixed, hence why he may make a bit of effort to get the part sooner rather than later.

bobesox

Helena,

Hopefully I have sent you an email. With no heating, no hot water, no electric shower, no immersion heater an appointment for NEXT TUESDAY was made. After some heated discussion my husband seems to have got it brought forward to tomorrow afternoon - thats after being told yesterday or today so I [EMAIL="don'@;t"]don't[/EMAIL] have much faith. Perhaps they will reconsider and actually call this evening as I understand they do work evenings

E.ON_Company_Representative:_Helena

Thanks for the email bobesox.

I do hope this is resolved for you, I have sent you an email reply.

Helena

C_Mababejive

I suspect that like many such companies,they dont have enough engineers and they have them running round like blue assed flies so its no wonder that the service is a bit flaky. Anyway,why does it take a week to get a part when in most major towns and cities,there are trade outlets to supply bits and many companies operate 24 hour deliveries of parts.

undaunted

What committments are there in the contract (eg to provide an engineer within......?) If there is none why not just dump this shoddy deal and put the money aside somewhere for when you need to call an engineer?

bobesox

I have asked the question about service times but no response to date. There's plenty about call centre 24/7 365 days a year and how unlike British Gas they work Sundays. There must be serious problems if they have to resource 2 engineers from Essex to repair a boiler in Birmingham. Unfortunately it's not their problem it's mine!

bobesox

The EON engineer has just left and guess what still no heating or hot water. Apparantly the other engineer did not order the right part and now too late to order until tomorrow. The expected delivery is 3 days but the engineer is fully booked all week! I am now totally exasperated we need the burner replaced and its a 2 week job. Anybody got anything good to say about EON?

C_Mababejive

bobesox wrote: »

The EON engineer has just left and guess what still no heating or hot water. Apparantly the other engineer did not order the right part and now too late to order until tomorrow. The expected delivery is 3 days but the engineer is fully booked all week! I am now totally exasperated we need the burner replaced and its a 2 week job. Anybody got anything good to say about EON?

What make and model is the boiler?

bobesox

It's a Baxi 133HE