Disgraceful service from Npower Homteam Boiler Care

rthirlby

Hi Widelats,

1) No contact from any Npower forum rep responding to this forum thread whatsoever despite chasing them and being promised it was being looked into

2) I have asked them to replace the boiler yes. Each time they havent turned up or parts havent come I have asked them.

3) I am currently expecting a call from the field manager due any minute (6:00PM) so will see how that goes first.

rthirlby

Not particularly happy with the outcome of the phonecall I have just had.

They want to send another engineer out along with the field manager, god only knows why as theyve tested everything under the sun.
But there is a conflict in that I am now refusing to take any more time off work so will only see them at the weekend. The field Manager does not work weekends !!

Expecting another call back tomorrow ...... no idea when.

meggsy

rthirlby - Hometeam is run by Homeserve as I previously thought ..

"An npower spokeswoman said: "Current npower customers can wait for the renewal date to switch to hometeam 50 or speak to Homeserve [which runs hometeam for npower] directly and ask to cancel." (From a report in the Guardian)

http://www.guardian.co.uk/money/2010/apr/07/npower-boiler-servicing-cashback-deal?INTCMP=SRCH

Not surprised that the npower rep hasn't helped either, there were
requests on the npower refunds threads which were ignored !

rthirlby

If I had known they were homeserve I wouldnt have bothered lol.


Today I am expecting the same engineer who has come the last few times and the Field Manager who insists that the boiler is still repairable.

They are due at around 5:30PM as I refuse to take any more time off work so they have to fit round my schedule now.

I dont know what they expect to find different this time but it seems my only choice is to humour them....

I will update later tonight hopefully.

Widelats

npower forum rep is now added to my ignore list, what goes round comes round i guess.

look forward to the update, best of luck though i can see them making up more stories and setting you a new date with another engineer. You got some patience, i would have took them to court for breech of contract by now.

rthirlby

Right there may be light at the end of the tunnel !!

Npower Field Manager has been and gone, I guess all he wanted was to see it fail. I am expecting a call tomorrow from him after he has spoken to yet another manager to see what they are going to do exactly.

I am sure he is aware of this thread from a few comments he made during his visit so Hi Joe !! :rotfl:


He has implied a replacement boiler is a possibility, a Gloworm of some variety. But first at our expense the last few meters of gas pipe needs upgrading to 22mm and we have to get the system flushed to validate the warranty on the boiler.


But none of this is confirmed until tomorrow....

sweetnorthenlass

sounds rubbish... i have had them out and they are been great. cute guy to mend the boiler to. i know this doesnt help... but i hope you get ur money back or something from them for your bad treatment

sweetnorthenlass

do you play rugby rthirlby? odd question i know...

rthirlby

Haha no I'm not related to Robert Thirlby the rugby player At least I don't think I am. It's not a very common name at all.

rthirlby

Right we have success at last...

Npower came round again last night to sign the paper work for my replacement free of charge boiler!

They are doing it very begrudgingly though it is clear they really dont want to do it.

I hope Npower learn something from this, it is NOT acceptable to keep customers waiting for 3 months during the coldest months of the year while they mess about guessing what is wrong with a failed boiler.


It is still going to cost us a few hundred pounds in prep work they dont cover though.