British Gas haven't fixed my boiler - will they charge me again?!

Ferrety_2

Evening,

On 17th December I had BG come out to fix my boiler which was displaying an error code and producing neither hot water nor heating (Potterton Promax, E168). The engineer just released air from the top of the boiler and repressurised it but he didn't actually know what the error code was for or anything.

It worked for about a week then the error code came back. A bit of switching off and on and all good for another week or so.

This week it's gone twice, then three times TODAY. Now it's permanent again so no heating and hot water, same fault.

I have the Homecare option where it's £50 each callout. Surely I don't have to pay another £50 when the fault has reoccured 2-3 weeks later though?! I can't find anything in the terms and conditions and I don't know what my rights are - help!! I feel like I'm being conned by the Homecare as they can just keep coming out, not fixing it and charging me £50 each time (

Thanks

Mr_Ted

Clearly they have not fixed the problem and you should not have to pay, but, oops sorry I was gonna say engineer, but clearly the idiot who called and did not know the fault code could not read or use a phone, even tho if he was experienced he just might have asked you for the manufacturers leaflet any way!!!

Just another unqualified qualifed fake???

What was the code as a matter of interest?

Ferrety_2

Hi,

The code was E168 on a Potterton Promax Combi. He did try to phone Pottorton, but no one was answering.

So annoyed about having to take another day off work. I told them the code over the phone when I arranged the call out because I thought it might be useful to find out what it went before coming out here (and inevitably not having the parts!).

A bit of Googling then and again now suggests the PCB - which I said last time and the engineer said he would have to order it if it was.

I really hope I don't have to pay again - I just can't afford to keep paying over and over again like this for the same fault - that's why I took the cover!

ihateyes

Ferrety wrote: »

Hi,

The code was E168 on a Potterton Promax Combi. He did try to phone Pottorton, but no one was answering.

So annoyed about having to take another day off work. I told them the code over the phone when I arranged the call out because I thought it might be useful to find out what it went before coming out here (and inevitably not having the parts!).

A bit of Googling then and again now suggests the PCB - which I said last time and the engineer said he would have to order it if it was.

I really hope I don't have to pay again - I just can't afford to keep paying over and over again like this for the same fault - that's why I took the cover!

all repairs and parts used are guaranteed for 12mths.
you wont have to pay again. advise this when you call.

Ferrety_2

Thanks - that's what I was hoping. I suppose I'm just a bit worried they will try to claim it's not the same problem as they didn't actually really DO anything last time - just bled some air and repressurised to get it lighting again.

I will be even crosser if they do the same this time, as clearly it is not fixing the problem.

ollski

Mr_Ted wrote: »

Clearly they have not fixed the problem and you should not have to pay, but, oops sorry I was gonna say engineer, but clearly the idiot who called and did not know the fault code could not read or use a phone, even tho if he was experienced he just might have asked you for the manufacturers leaflet any way!!!

Just another unqualified qualifed fake???

What was the code as a matter of interest?

Whoa pull those reigns up Mr Ted, E168 fault code is not published anywhere on the paperwork issued with the boiler. It's usually the pcb but for a one off fault it could be caused by a powercut, electrical spike etc etc. If you can't replicate the fault you can't diagnose it so best to monitor and see if there's a pattern to give an aid to diagnosis.
No you won't pay again, there is a guarantee on the fault.

Mr_Ted

ollski wrote: »

Whoa pull those reigns up Mr Ted, E168 fault code is not published anywhere on the paperwork issued with the boiler. It's usually the pcb but for a one off fault it could be caused by a powercut, electrical spike etc etc. If you can't replicate the fault you can't diagnose it so best to monitor and see if there's a pattern to give an aid to diagnosis.
No you won't pay again, there is a guarantee on the fault.

Lets get this in perspective then if I have been hasty?

You seem to have been able to give specifics on the fault code which is a general code covering multiple causes, how come the person attending was unable to verify this?
As a BG employee he should have had plenty of people to call on to verify this, he should have intimated he may not have resolved the problem and noted it on his paperwork for the benefit of the customers knowledge, and his employers, that a recall may be necessary, and at the very least a bit more communication with the customer explaining what the code was would have prevented the need to post on here and alleviate the fear of extra charges?

Dealing with the public is more than just attending, fiddling around and then walking out, but far to often these days there is a fear of repurcussions in being factual!
People who attend a persons property these days seem to avoid communication, which could prevent a lot of problems!

ollski

Probably could have been clearer but I'm sure he would have answered if asked. Quite often a reset will clear E168 and it will never be seen again, and the charges are in the terms and conditions and aren't something the engineer will really have any great knowledge about.

jalexa

Ferrety wrote: »

Thanks - that's what I was hoping. I suppose I'm just a bit worried they will try to claim it's not the same problem as they didn't actually really DO anything last time - just bled some air and repressurised to get it lighting again.

I would not be so confident that (administratively) you won't get charged again. If you want "unlimited call-outs" you need a different product (which is not the same as saying you should be charged again).

Regarding the "bled some air and repressurised", was the pressure gauge in the green zone? If it was there was no reason to repressurise and more importantly the measure shouldn't have made any difference to a restart. Did you follow the faultfinding flowchart and (as suggested earlier) attempt a reset?

Next time take a photograph of the fault code and the pressure gauge.

Esoog

http://www.ipetitions.com/petition/e168error/

204 signatures, not sure if this is correct or not; "and one person said it's an Italian code not-relevant in the UK"

Ferrety_2

I saw that petition too - bit worrying, but to put it in perspective if it's a general error code covering lots of things I suppose it's to be expected really.

Anyway, happily I wasn't charged again as the problem wasn't resolved from the first visit; the engineer reset everything and got it working again ( I had already tried this the night before, but the way with no luck!) but also said it needed a new PCB and someone is coming to fit it on Friday.

The dreaded E168 has come back one since - resetting everything and switching on with hot water running got it going again but I'll be glad to get it sorted.

The BG engineers have all been great, turning up on time and everything - It's just that little bit of worry that getting someone out several times will lead to several charges, but it seems not as long as it's the same fault. I guess if there had been a bigger time lapse this would be hard to prove though, which could be very frustrating!

Perhaps I'll just pay for the excess-free cover next year.