British Gas install unreliable components

birkee

Made a mistake in 2005, of letting BG install a new boiler for me, a new one to replace a floor standing old one.

Paid over the odds, but decided to go to the "specialist" to be sure.
First mistake: They contracted the work out to a private installer.
The work was not up to scratch, and damage done to floor boards on the landing.

First problem: the heating came on with the water the first time it came on, and had to call him back within a couple of hours. Seems the diverter valve (sort of "Y" valve, that directs heat to water or heating, or both.) had been left in the 'manual' position, and I had to unbox the bottom of the airing cupboard again, to allow him to change it.

Second problem: The condension pipe started to leak, and was flooding the kitchen floor. Again had to remove panelling, to allow the fix.

Third fault: The boiler started making an horrendous noise. Sound like the diesel engine on a JCB. Grandchildren and animals fleeing the kitchen. Called BG, and of course it wouldn't happen whilst the engineer was there. A number of calls later, and I was asked to start keeping a record of the number of times it happened. When it was identified that it was most of the time (except when the eng was there. ) they sent in the serious team. There WAS a fault, but it was too subtle for most of the Noddies they use as a baseline. It was fixed, and has been OK ever since.

Fourth / Fifth / Sixth / Seventh faults: The diverter valve failed.
Second valve lasted a few days, and had to be replaced again. Again, remove panelling to allow acess each time.
O.K for awhile, then the diverter valve failed again, and the third one was fitted. Same performance re. panelling. This one lasted ONE day. Engineer out again......well, lets say I had the engineers out 4 times in 4 days as it wouldn't work. They then fitted another valve (No4) and it was O.K again.

Guess what? The fourth valve has just failed again. So in 6 years, we've experienced 4 diverter valve failures, and need No5, and BG don't want to know.
Looks like I'm going to have to get an independant to replumb the system, to get rid of this damned diverter valve.

More of a rant, than advice seeking, but felt that BG shouldn't escape public awareness of their crap products, crap engineers, and A1 prices.
Anywhere but BG is my advice. :mad:

bengasman

In what way does the diverter fail? What is the make?

ollski

Bg just use normal parts, sometimes rebranded but of a standard industry quality. If they replaced you diverter valve it will be an acl model. Sounds like they are repeatedly sticking a new actuator head on a siezing valve body.

birkee

Bengasman: The valve fails with the heating in the 'on' postion, and heats up the radiators when the water comes on, and is uncontrolled by the thermostat.
Don't know the make, as I've a chronic back problem, and cant get into it to look, as its in a tight location. Ollski says it will be an ACL model.

Ollski: That's an interesting thought. My guess is, you are spot on with the siezing valve body. Must raise that this time, as sticking a new actuator on it will be a waste of time. Describes the problem perfectly.
Haven't been able to look, because of my back problem, but it never occured to me that the actuator and valve are two components, I thought it was a module, a bit like a single valve.
Hey! That makes me feel good! Thanks!!

undaunted

Have you tried Trading Standards as to whether you can invoke the sale of goods act here - goods should be fit for purpose for 6 years & of satisfactory quality. Whilst the system may have now passed 6 years I'm not sure whether that will apply to replacement parts fitted afterwards or if they were fitted "incorrectly" as suggested above.

MoneySavingMole

undaunted wrote: »

Have you tried Trading Standards as to whether you can invoke the sale of goods act here - goods should be fit for purpose for 6 years & of satisfactory quality. Whilst the system may have now passed 6 years I'm not sure whether that will aplly to replacement parts fitted afterwards or if they were fitted "incorrectly" as suggested above.

Probably wasting your time with that.

The appliance they installed (Boiler) and charged for, is working.
The part that has continuously been replaced may not necessarily have been paid for.

As Ollski says, check what was last replaced. Do you have paperwork from any previous visits? Can you get any part numbers for myself or Ollski to cross-reference?

I always fill in Checklists quite well, but I know a lot of engineers at BG don't. But it's certainly worth trying, as we can identifty what exactly was changed.

Alternatively, how long did it take? Was any water 'drained' from the system? If they didn't remove water, there's a good chance they've merely swapped the Synchron Motor, a 20-40 minute job depending on experience etc.

I imagine the 'banging' noise was also something to do with the valve sticking? Possibly the system overheating, as it wasn't circulating correctly?

Should you wish to change your current set up, request a QUOTE for changing the system to an S-Plan. Two seperate valves which open and close on demand, as apposed to one valve doing the two jobs.

DVardysShadow

birkee wrote: »

Made a mistake in 2005, of letting BG install a new boiler for me, a new one to replace a floor standing old one.

Paid over the odds, but decided to go to the "specialist" to be sure.
First mistake: They contracted the work out to a private installer.
The work was not up to scratch, and damage done to floor boards on the landing.

First problem: the heating came on with the water the first time it came on, and had to call him back within a couple of hours. Seems the diverter valve (sort of "Y" valve, that directs heat to water or heating, or both.) had been left in the 'manual' position, and I had to unbox the bottom of the airing cupboard again, to allow him to change it.

Second problem: The condension pipe started to leak, and was flooding the kitchen floor. Again had to remove panelling, to allow the fix.

Third fault: The boiler started making an horrendous noise. Sound like the diesel engine on a JCB. Grandchildren and animals fleeing the kitchen. Called BG, and of course it wouldn't happen whilst the engineer was there. A number of calls later, and I was asked to start keeping a record of the number of times it happened. When it was identified that it was most of the time (except when the eng was there. ) they sent in the serious team. There WAS a fault, but it was too subtle for most of the Noddies they use as a baseline. It was fixed, and has been OK ever since.

Fourth / Fifth / Sixth / Seventh faults: The diverter valve failed.
Second valve lasted a few days, and had to be replaced again. Again, remove panelling to allow acess each time.
O.K for awhile, then the diverter valve failed again, and the third one was fitted. Same performance re. panelling. This one lasted ONE day. Engineer out again......well, lets say I had the engineers out 4 times in 4 days as it wouldn't work. They then fitted another valve (No4) and it was O.K again.

Guess what? The fourth valve has just failed again. So in 6 years, we've experienced 4 diverter valve failures, and need No5, and BG don't want to know.
Looks like I'm going to have to get an independant to replumb the system, to get rid of this damned diverter valve.

More of a rant, than advice seeking, but felt that BG shouldn't escape public awareness of their crap products, crap engineers, and A1 prices.
Anywhere but BG is my advice. :mad:

Any patterns emerging?

Panelling may make things look good, but this sort of component, if it must be panelled, should still be easily accessible. I am just wondering whether it is too hot behind the panels? I have had 1 divertor valve fail in probably 25 years across 2 properties. And the failure was due to ingress of grit.

birkee

BlueMoonMole wrote: »

Probably wasting your time with that.

The appliance they installed (Boiler) and charged for, is working.
The part that has continuously been replaced may not necessarily have been paid for.

As Ollski says, check what was last replaced. Do you have paperwork from any previous visits? Can you get any part numbers for myself or Ollski to cross-reference?

I always fill in Checklists quite well, but I know a lot of engineers at BG don't. But it's certainly worth trying, as we can identifty what exactly was changed.

Alternatively, how long did it take? Was any water 'drained' from the system? If they didn't remove water, there's a good chance they've merely swapped the Synchron Motor, a 20-40 minute job depending on experience etc.

I imagine the 'banging' noise was also something to do with the valve sticking? Possibly the system overheating, as it wasn't circulating correctly?

Should you wish to change your current set up, request a QUOTE for changing the system to an S-Plan. Two seperate valves which open and close on demand, as apposed to one valve doing the two jobs.

Appreciate the point, but it was all part of the new installation, so all parts were BG.
No, not a sticking valve problem making noise. Think it was something to do with combustion. Thought the damn thing was gonna fly off the wall, because of the extended time it was making the noise, and the severity of it.
No eggageration.... honestly.....the Granchildren fled the kitchen, and the cat bolted the first time it happened.

Have made contact with Trading Standards yesterday, to see if I have any comeback on BG, but BG have ignored me when using their on-line complaints proceedure.

Appreciate the info regarding the 'S' plan.

birkee

BlueMoonMole wrote: »

Probably wasting your time with that.

The appliance they installed (Boiler) and charged for, is working.
The part that has continuously been replaced may not necessarily have been paid for.

As Ollski says, check what was last replaced. Do you have paperwork from any previous visits? Can you get any part numbers for myself or Ollski to cross-reference?

I always fill in Checklists quite well, but I know a lot of engineers at BG don't. But it's certainly worth trying, as we can identifty what exactly was changed.

Alternatively, how long did it take? Was any water 'drained' from the system? If they didn't remove water, there's a good chance they've merely swapped the Synchron Motor, a 20-40 minute job depending on experience etc.

I imagine the 'banging' noise was also something to do with the valve sticking? Possibly the system overheating, as it wasn't circulating correctly?

Should you wish to change your current set up, request a QUOTE for changing the system to an S-Plan. Two seperate valves which open and close on demand, as apposed to one valve doing the two jobs.

Yeh, I keep all the paperwork.
Paperwork not always prepared though, as eng's are working on the same fault each time. And within warranty?

17/4/2007
Part. 555320 Valve body for 22mm mid position
19/4/2007
Part. 555312 Actuator head for branded mid pos.
26/4/2007
Part. 55320 Actuator head for branded mid pos.
30/4/2007
Part. 555320 Valve body for 22mm mid position.

As you can see. two weeks for ONE repair, and constant failures of valve and actuator.
There were two repairs before this, which were a couple of days apart. (Not sure whether this was within warranty though.)

Whatever happens now, this BG garbage is coming out, and separate valves are going in.

birkee

DVardysShadow wrote: »

Any patterns emerging?

Panelling may make things look good, but this sort of component, if it must be panelled, should still be easily accessible. I am just wondering whether it is too hot behind the panels? I have had 1 divertor valve fail in probably 25 years across 2 properties. And the failure was due to ingress of grit.

Fair point, but BG chose to locate it there, in the bottom of the airing cupboard. If that was a bad choice for location, it's still BG's fault.

I can access it, but it means removing lots of screws, and disturbing decorating which runs up to the strips around the outside of the panel.

birkee

Seems the knowledgable have gone quiet now I've proved that the problems are the fault of BG.