NPower Central Heating and boiler care!

Monty53

I recently signed up to NPower's hometeam central heating care and booked an appointment for the initial inspection and boiler service.

That was last Monday, waited in all day,eventually late afternoon, someone from Npower called to say the engineer had gone home sick and they would need to re-book!
Re-booked for Friday,08.30-1pm........when I hadn't heard anything by 1.15 I called to find out what was going on,the guy who took my call said he would contact the engineer and call me back with an update.

By 3.45 I had lost the will to live so called customer services again,only to be told that my original enquiry had yet to be dealt with :mad: meaning that the engineer had not even been contacted to find out why he hadn't kept his appointment with me!

Has anyone else had problems like this? Should I ditch them and look elsewhere?

Advice please!

norapower

Yes same here, waited in all day on confirmed visit day for service, only to be told when I rang service centre at 4.39pm that the engineer had rang at 6.45 yesterday but my phone was engaged so he just left it at that. I was speechless it seemed that everyone new he was not coming except me, Useless or what.

Monty53

So did you ditch them or did you re-book?

They've already taken first DD and next available appointment is late January!

silkyuk9

Well, I am a BG boiler cover customer. but Npower gas and leccy supplier. They called me a month or 2 ago to sell me their cover, cant remember the price it was either £13, or £17 per month, which is cheaper than my current cover. I said I would change and paid them the first month over the phone. They said our welcome pack would come in the next few days and we have 14 days cooling off to cancel. Also a service engineer would call to make an appointment to visit us.

Well 10 days later no call from the engineer so I rang NP. we were put through to an engineer up Newcastle way who said he would call on wednesday, we called sunday. On tueday something came up so we could not be at home so we rang the engineers company who told us that they would ring after 3pm when we would be at home. So wednesday, I came home at 3pm to find a card through the letter box, Sorry we missed you, blar blar blar.

I called the company and the said sorry ect, and rearranged for the friday before 10am, I was told we would be first call on the list.

Friday, nothing, I waited until 10-30 then called the company who denied saying that they promised an engineer that day, we werent even on the list.

I called NP and said I wasnt happy and wanted to cancel, suprise suprise we had lapsed our 14 days. Also I had not cancelled BG until we had perfect take over so my next moths fee had come out of the bank. NP rang the company who denied what I was told, but I told NP how on earth would I know that the comapny was up Newcastle way if I had never called them?? He agreed and said sorry, I cancelled then and there. I lost £17 with one months cover with NP which I never got back and luckily kept my cover with BG.

Unfortunately I cannot say anythnig positive. I live over 90 minutes drive from Newcaslte and there is a 20 mile moor to cross to get to me. If we have a bad winter like last year, with the cover from NP I would not get an engineer for weeks if we had bad snow fall. So its not in my interest to purchase this cover. Also its not a good sign whewn you cant get an inspection sorted out.

At least with BG when we call we get someone the following day no issues.

Monty53

Thanks for your reply!

I've also paid first DD and the inspection appointment I have booked for January they promised me first call of the day,somehow I don't think that will happen.

Going to look for a local central heating engineer and cut my losses with NPower.

silkyuk9

Monty53 wrote: »

Thanks for your reply!

I've also paid first DD and the inspection appointment I have booked for January they promised me first call of the day,somehow I don't think that will happen.

Going to look for a local central heating engineer and cut my losses with NPower.

When Np rang then and put me on hold to verify what I had said, the company said they never promise a 'first call of the day' to anyone.

not sure where you are hope you not up north east england

norapower

Monty53

RE-Booked and he turned up two days later, managed to get £20 compo still waiting for cheque, If you are like me a npower customer (dual-fuel) and dont call them out you get half your payments back, in my case £90 which was paid last month, so still a good deal.

Monty53

I'm south of London but don't think it matters,seems they'll blag anyone and everyone!

Monty53

Thanks norapower,that's why I signed up in the first place to get the deal......but after losing two days waiting in at home I've got a bad feeling about their honesty,also their customer service leaves a lot to be desired!

silkyuk9

I think I decided to go with them for the moneyback after 1 year if you do not have a call out. Maybe this is not a good idea as you might have a little problem and let it go, then the problem gets worse.

Im not sure, ive had BG call me in the last week offering me an upgrade?? and extra cover to cover the stop !!!! etc. Where will it all end?

Monty53

Also it's just occurred to me that all these service providers,npower,BG etc, do they all use the same engineeers?