Boiler Juice / Butler Fuels Norfolk - Warning

LXGB

I just wanted to share an experience I had with BoilerJuice and Butler Fuels of Norfolk this week...


[Rant On]
2 Weeks ago I did the usual ring around to find the cheapest price per Ltr. I thought I'd give BoilerJuice (slightly more expensive than local supplier I usually use) a go as they stated on their website that there was another order pending in my area and I might get some sort of discount.

Turned out to be no discount and the delivery took 2 weeks to arrive, via Butler Fuels.

When I left for work on the morning of the delivery, my "Watchman" tank monitor was working, displaying 1 (Out of 10 capacity full).

When I returned from work, the display was flashing (indicating the tank sensor data was no longer being received). I had a quick look at the tank and couldn't see anything obviously loose or broken.

I phoned Butler fuels and was told to fix it myself.

I phoned Butler fuels the next day and was told to find myself a heating engineer and get it fixed. If I could prove the fault was down to the Butler Fuels deliveryman, they might consider paying for the damage.

I then emailed BoilerJuice, who emailed Butler Fuels.

I received a phone call from Butler Fuels on Wednesday saying they had had been contacted by BoilerJuice and were looking in to the matter urgently.

Nothing heard since.
[Rant Off]

Anybody else had a similar experience?

ReflexReaction

You didn't keep an eye on them when filling up then?

LXGB

ReflexReaction wrote: »

You didn't keep an eye on them when filling up then?

No, I was at work unfortunately. It was the only day they could do.

G_M

I assume you have re-booted your Watchman?

http://www.commercialfuelsolutions.co.uk/downloads/manuals/oil_watchman.pdf

http://www.commercialfuelsolutions.co.uk/downloads/manuals/oil_watchman_sonic.pdf

I assume also the tank was filled!! Use a dipstick/bamboo pole to check.

Where is the transmitter fitted? Is it in a locality where it could be knocked/damaged during tank-filling?

Batteries........?

Ultimately, you'll need evidence (an engineer's report) showing what damage was done andhow/by whom in order to press a claim unless Butler are sympathetic.

To be fair, this is not Boilerjuice's fault (I have no love for BJ but still say this!) - it could happen with any (clumsy) supplier and in this case it is Butlers. Who you could equally easily have ordered your oil from direct.

LXGB

Thanks GM.

I've dipped the tank, it does look about right, so I'm confident the correct amount of oil was delivered.

I've tested the system with a multimeter and the voltages are all correct. A frequency counter confirmed the the tank sensor transmitter is active. The RF signal strength I'm getting off the transmitter through the air is very low though. I suspect the transmitter antenna assembly has been damaged as it is very close to the filling point.

I wont be tempted by a non-existent Boiler Juice "tank bank" refund again. I'll just deal direct with the cheapest local supplier, Butler Fuels excluded.

I know I'm probably on a hiding to nothing with getting Butler Fuels to admit liability. What annoyed me the most was their "Your problem, sort it out yourself" attitude over the phone. It made me feel better to vent spleen over the net about it though! Thanks again for your advice.

I'll have another look at it tomorrow.

G_M

LXGB wrote: »

Thanks GM.

....I know I'm probably on a hiding to nothing with getting Butler Fuels to admit liability. ....
I'll have another look at it tomorrow.

An admission would be great, but really it's more likely to be about you proving the liability.

It certainly seems very coincidental that the W stopped working the day the delivery was made.

Indepndant written evidence of antenae damage will help, but beware two things:

1) if you personally fiddle around/investigate, it could be argued that any subsequent work report/repair by an independant engineer was compromised - you might have damaged it yourself by your 'inexpert' fiddling.

2) if the location is very close to the fill point, Butlers could argue it was poorly/improperly fitted and damage was inevitable at some point during filling. Again, this might give them a defence against liability.

I suspect taking this all the way to court is not worthwhile, but pressing an internal complaint and playing on customer service / customer relations might still get you somewhere.

LXGB

Thanks, agreed,

LXGB

Update:

Butler Fuels have contacted me and apologised for the way my initial calls about this complaint were handled.

We have agreed a course of action to resolve my complaint. I'm going to pay an OFTEC engineer to inspect the system, as it's due an annual service. I'll ask the engineer to investigate the Watchman fault at the same time. I'll then forward his findings to Butler Fuels.

I'll post again after that happens.

LXGB

Update:

OFTEC engineer fixed the problem today during an annual service of my system!

I've told Butler Fuels about this. They have replied to my email and consider the matter closed. I was hoping for a bit more than an acknowledgement, but in their defence there's no proof they were actually responsible for the fault, it's just highly probable given the circumstances. They have also apologised for the poor handling of my initial complaint.

MODS: Butler Fuels have asked me to remove this entire thread now that the matter is closed. I've tried to delete it myself, but have not been able to do so. If it's OK with the MSE Forum rules, can you delete this thread please?

angel_rainbow

I don't have any time for Butler Fuels at all and would never use them again. Boiler Juice have always been great for us though.