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EOn central heating care! What can I say?
Jemima_fussed
Posts: 7 Forumite
in Energy
I dont even know where to begin... I have been without gas and therefore central heating, hotwater and unable to use my gas hob since the 9/12/12. I am still awaiting two parts for my boiler (Ideal Classic NF40). It has been soooo coooold to say the least and having to live in my house presently (by the way temp is -5 today) brings new meaning to the word cold, well at least for me.
It all started when I woke up to find my boiler leaking quite badly, I didnt even sweat bcos I thought EON will come to the rescue. All the engineer could do was stop the leak and order a heat exchanger whihc was damaged. Two days later the leak appeared and this time worse than the first one. Along comes engineer to to teh rescue; stops the leak and orders more parts that are now damaged as a result of this new leak. Apparently engineer1 did not do his job properly. After much calling and shouting part finally came and appt was booked for 20/12/12 for boiler to eb fixed.
Two engineers came to fix my boiler with the so called new parts on the 20/12/12. They conspired to spend the whole day fixing my bolier so they wouldnt have to attend any more jobs for the day but after fussing and messing around all day, they delivered the damning verdict that the engineer1 who visited my property to stop the first leak had failed to order two other parts.
I tell you what, save your money so you can get a new boiler when your old one packs up. EON do not replace boilers, they replace parts and repair boilers even if there's nothing left to repair as result of it being too old.
I have lost count of the calls, how long I spoke for (hours definitely) and the energy I have wasted getting angry. They just simply do not give a damn. They take your money every month no quibble but when it's their turn to deliver, they hide behind the manufacturer. My parts were finally due in today but they wouldnt schedule an appointmenst for the engineer to fix the bolier until the parts had arrived yet they were absolutely sure the part would be arriving today. I have had no call so guess what, in my stupidity I decided to find out what was going on. I have called 4 times and they still cant tell me whether the parts have come in or not. They apparently cant check for the parts until 5pm but it is aready 5.29pm and so I wait. At this point I know it wont be fixed tomorrow because I havent been told so; goodness knows when this will be. By Sunday it will be six weeks since we have been without gas. When I asked what compensation I would be entitled to, I was told to look at this experience as having ultimately saved on my gas bill, yes!
Customer service has been diabolical; don't get me wrong, you will definitely get through to speak to an adviser but none can do anything to resolve the problem. They will repeatedly assure you they understand your frustration and apologise how caan they possibly understand. Apologies dont cut it because this is disgraceful. Downright shameful, that any company can get away with this, I really cannot fathom. It has been a great learning experience and of course one I hope not to experience ever again.
I shall keep updating with regards to this, but would appreciate any advice if anyone has had similar experiences.
It all started when I woke up to find my boiler leaking quite badly, I didnt even sweat bcos I thought EON will come to the rescue. All the engineer could do was stop the leak and order a heat exchanger whihc was damaged. Two days later the leak appeared and this time worse than the first one. Along comes engineer to to teh rescue; stops the leak and orders more parts that are now damaged as a result of this new leak. Apparently engineer1 did not do his job properly. After much calling and shouting part finally came and appt was booked for 20/12/12 for boiler to eb fixed.
Two engineers came to fix my boiler with the so called new parts on the 20/12/12. They conspired to spend the whole day fixing my bolier so they wouldnt have to attend any more jobs for the day but after fussing and messing around all day, they delivered the damning verdict that the engineer1 who visited my property to stop the first leak had failed to order two other parts.
I tell you what, save your money so you can get a new boiler when your old one packs up. EON do not replace boilers, they replace parts and repair boilers even if there's nothing left to repair as result of it being too old.
I have lost count of the calls, how long I spoke for (hours definitely) and the energy I have wasted getting angry. They just simply do not give a damn. They take your money every month no quibble but when it's their turn to deliver, they hide behind the manufacturer. My parts were finally due in today but they wouldnt schedule an appointmenst for the engineer to fix the bolier until the parts had arrived yet they were absolutely sure the part would be arriving today. I have had no call so guess what, in my stupidity I decided to find out what was going on. I have called 4 times and they still cant tell me whether the parts have come in or not. They apparently cant check for the parts until 5pm but it is aready 5.29pm and so I wait. At this point I know it wont be fixed tomorrow because I havent been told so; goodness knows when this will be. By Sunday it will be six weeks since we have been without gas. When I asked what compensation I would be entitled to, I was told to look at this experience as having ultimately saved on my gas bill, yes!
Customer service has been diabolical; don't get me wrong, you will definitely get through to speak to an adviser but none can do anything to resolve the problem. They will repeatedly assure you they understand your frustration and apologise how caan they possibly understand. Apologies dont cut it because this is disgraceful. Downright shameful, that any company can get away with this, I really cannot fathom. It has been a great learning experience and of course one I hope not to experience ever again.
I shall keep updating with regards to this, but would appreciate any advice if anyone has had similar experiences.
0
Comments
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Jemima_fussed wrote: »I dont even know where to begin... I have been without gas and therefore central heating, hotwater and unable to use my gas hob since the 9/12/12. I am still awaiting two parts for my boiler (Ideal Classic NF40). It has been soooo coooold to say the least and having to live in my house presently (by the way temp is -5 today) brings new meaning to the word cold, well at least for me.
It all started when I woke up to find my boiler leaking quite badly, I didnt even sweat bcos I thought EON will come to the rescue. All the engineer could do was stop the leak and order a heat exchanger whihc was damaged. Two days later the leak appeared and this time worse than the first one. Along comes engineer to to teh rescue; stops the leak and orders more parts that are now damaged as a result of this new leak. Apparently engineer1 did not do his job properly. After much calling and shouting part finally came and appt was booked for 20/12/12 for boiler to eb fixed.
Two engineers came to fix my boiler with the so called new parts on the 20/12/12. They conspired to spend the whole day fixing my bolier so they wouldnt have to attend any more jobs for the day but after fussing and messing around all day, they delivered the damning verdict that the engineer1 who visited my property to stop the first leak had failed to order two other parts.
I tell you what, save your money so you can get a new boiler when your old one packs up. EON do not replace boilers, they replace parts and repair boilers even if there's nothing left to repair as result of it being too old.
I have lost count of the calls, how long I spoke for (hours definitely) and the energy I have wasted getting angry. They just simply do not give a damn. They take your money every month no quibble but when it's their turn to deliver, they hide behind the manufacturer. My parts were finally due in today but they wouldnt schedule an appointmenst for the engineer to fix the bolier until the parts had arrived yet they were absolutely sure the part would be arriving today. I have had no call so guess what, in my stupidity I decided to find out what was going on. I have called 4 times and they still cant tell me whether the parts have come in or not. They apparently cant check for the parts until 5pm but it is aready 5.29pm and so I wait. At this point I know it wont be fixed tomorrow because I havent been told so; goodness knows when this will be. By Sunday it will be six weeks since we have been without gas. When I asked what compensation I would be entitled to, I was told to look at this experience as having ultimately saved on my gas bill, yes!
Customer service has been diabolical; don't get me wrong, you will definitely get through to speak to an adviser but none can do anything to resolve the problem. They will repeatedly assure you they understand your frustration and apologise how caan they possibly understand. Apologies dont cut it because this is disgraceful. Downright shameful, that any company can get away with this, I really cannot fathom. It has been a great learning experience and of course one I hope not to experience ever again.
I shall keep updating with regards to this, but would appreciate any advice if anyone has had similar experiences.
Either one from the following link should help you keep warm whilst you are awaiting a replacement part for your boiler.
http://www.homebargains.co.uk/category/105-electrical-heaters-fans.aspx
Other retailers are available
I don't understand why you have not been able to use your gas hob for the last month :huh:0 -
Why cant you use the gas whilst waiting for the boiler to be repaired?0
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Why didnt they just cut the boiler off and leave the rest of your gas useable?
No doubt eon rep will be along shortly..Feudal Britain needs land reform. 70% of the land is "owned" by 1 % of the population and at least 50% is unregistered (inherited by landed gentry). Thats why your slave box costs so much..0 -
We have been without heating for 3 weeks ourselves engineers have been out 7 times now and the last time they admitted it still wouldnt fix the heating but he still left us like they have the other 6 times. Worst company I have ever dealt with as regards to customer service and prioritising. We have had to move out of home twice due out being so cold not fair on our 2 yr old daughter.
We are in the midlands, so I don't know if it is area dependent that give poor service or whether it is as a company.0 -
Hi Jemima_fussed
Sounds as though you've had a really dreadful time. I know you're not looking for apologies but I am sorry we've taken so long to repair your boiler.
Hopefully, the parts will arrive and the boiler fixed but this shouldn't be left there. We've a complaints procedure that I would encourage you to follow.
I'd be happy to kick start the process for you. Just drop an email to the address in my Profile and I'll start the ball rolling.
Malc“Official Company Representative
I am an official company representative of E.ON. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"0 -
It seems to me that barring any extenuating circumstances both jemima and Adam have suffered appalling levels of service. This is what happens when you try to offer a premium service on the cheap,staffed by meagre amounts of ill paid,over worked and ill trained/experienced engineers.Feudal Britain needs land reform. 70% of the land is "owned" by 1 % of the population and at least 50% is unregistered (inherited by landed gentry). Thats why your slave box costs so much..0
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The reason they shut my gas off was that it was dangerous due to the water leak and where the switch for the boiler was, as a result there is no GAS to my property! I have got myself a ceramic hob instead otherwise with all the family down fro Christmas, there would have been no cooking.
Other retailers are available
I don't understand why you have not been able to use your gas hob for the last month :huh:[/QUOTE]0 -
Hi Jemima_fussed
Sounds as though you've had a really dreadful time. I know you're not looking for apologies but I am sorry we've taken so long to repair your boiler.
Hopefully, the parts will arrive and the boiler fixed but this shouldn't be left there. We've a complaints procedure that I would encourage you to follow.
I'd be happy to kick start the process for you. Just drop an email to the address in my Profile and I'll start the ball rolling.
Malc
You couldnt possibly know how this has affected my family. I have alraedy followedthe complaints procedure via the website and have had no acknowledgement from E.ON0 -
C_Mababejive wrote: »It seems to me that barring any extenuating circumstances both jemima and Adam have suffered appalling levels of service. This is what happens when you try to offer a premium service on the cheap,staffed by meagre amounts of ill paid,over worked and ill trained/experienced engineers.
I have to agree with you, however, I was advised that the engineers get paid incentives by completing more jobs over a shorter time frame; clearly the two who visited my property were not interested in incentives0 -
We have been without heating for 3 weeks ourselves engineers have been out 7 times now and the last time they admitted it still wouldnt fix the heating but he still left us like they have the other 6 times. Worst company I have ever dealt with as regards to customer service and prioritising. We have had to move out of home twice due out being so cold not fair on our 2 yr old daughter.
We are in the midlands, so I don't know if it is area dependent that give poor service or whether it is as a company.
Trust me, it is THE COMPANY!0
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