Complaint - nPower Central heating cover/services

greytroot

Well it took another call from me to the Non-Customer Service department - this time explained the whole shebang and the guy says - you are right sir, we will do everything we can to sort this! Within 20 minutes it was fixed - problem was done my membership thru Quidco and the day I done it there was a fault with the server........so the fix was to give me a whole new membership and send out an engineer to fix my boiler!

Svas

Can you beleive this.

The boiler which npower engineer didnt even look at it properly and said to me its reaching the end of days, I got it rectified through another engineer of a renowned company and he sorted it out. Well it took for him to change some parts and he asked me to get power flushing done and it works like a charm now. No noises nothing and he said i dont have to worry about the boiler for next couple of years.

This just shows the knowledge when the npower engineer looked at it and said to I will have to go for a new boiler.

S

oldboycam

At the beginning of the month my boiler stopped heating water. I called my gas/electric supplier npower and they told me the earliest non emergency appointment was in one week. I would have to take a day off work to let the maintenance man in to repair the boiler. When the day came the man called to say he couldn't find a parking space on my road and would leave. Surely this is typical problem in London? He was not willing to park a short walk away and carry his tools. He was also not willing to take a trolley from my ground floor street entrance flat to bring his tools or drop off the tools quickly first to find a parking space and come back.

He would not give me his number so I called customer services a few times afterwards to try to rearrange for him to come back later but they said they could not reach the maintenance man. Npower c.s. also said it was company policy that maintenance men should not park too far from their job but were not sure what constitutes 'too far'. So I told them to cancel it, and that I would have to find a company who were prepared to make an effort to drive around looking for parking, perhaps walking a few yards to reach my property.

Terrible pathetic service from npower. My advice is get a local plumbing service with a decent reputation or have a friend recommend someone. In the end I did just that. Reckon I saved about £100 and lots of aggravation.

ihateyes

oldboycam wrote: »

At the beginning of the month my boiler stopped heating water. I called my gas/electric supplier npower and they told me the earliest non emergency appointment was in one week. I would have to take a day off work to let the maintenance man in to repair the boiler. When the day came the man called to say he couldn't find a parking space on my road and would leave. Surely this is typical problem in London? He was not willing to park a short walk away and carry his tools. He was also not willing to take a trolley from my ground floor street entrance flat to bring his tools or drop off the tools quickly first to find a parking space and come back.

He would not give me his number so I called customer services a few times afterwards to try to rearrange for him to come back later but they said they could not reach the maintenance man. Npower c.s. also said it was company policy that maintenance men should not park too far from their job but were not sure what constitutes 'too far'. So I told them to cancel it, and that I would have to find a company who were prepared to make an effort to drive around looking for parking, perhaps walking a few yards to reach my property.

Terrible pathetic service from npower. My advice is get a local plumbing service with a decent reputation or have a friend recommend someone. In the end I did just that. Reckon I saved about £100 and lots of aggravation.

This is true and another boiler cover does this as well..... health and safety.
In terms of parking, thats the joys of subbies..... as far as im aware British Gas engineers can claim expenses for car parking in london. i wonder if npower do.... i doubt it

indy55

On Wednesday our boiler was making a horrific noise so called Hometeam. Told that we had to wait 8 days for an appointment. Surprise, surprise boiler broke the next day and we have no heating and hot water (could have been avoided if Hometeam came to investigate initial boiler problem!). Called at 9pm Thursday and told that despite having a 6 week old baby and two toher small children noone will be coming as they don't fix out of hours. So the advertised 24 hour 'helpline' is absolutely no help at all. Called BG and told that yes, if we were with them we would be a priority and would have an engineer out the same night.

The T&C of Npower state that 'vulnerable' people will be seen to as a priority yet we STILL have no heating or hot water - what exactly have we paid £180 for???

If you need emergency cover (i.e. fixing out of hours etc as you are elderly or have small children) please avoid

nPower

Hi indy55,

I'm really sorry to hear about the problems you've had with our Hometeam cover. I'd like to look into this and see why your appointment wasn't prioritised.

Could you send me your details to forumresponse@npower.com and then I can speak to our Hometeam straight away?

Best wishes,

Adam