Worcester bosch boiler

NowWhat?

FURTS if you would like to send me a personal email and put the names of the Regional Manager and the MD who dealt with you I will escalate your customer service concerns for you.
Once I know who to discuss this with I will express your observations over what you perceive to be our poor service.

I am proud to work for WB and do not have as you put it apathy/arrogance/aggression.

From reading this and your previous posts you are obviously upset about our product and the way you feel you have been treated - I am sorry to hear that.
We must be doing something right though

http://www.worcester-bosch.co.uk/homeowner/our-company/news/worcester-secures-top-10-award-for-its-customer-service

http://www.bosch.co.uk/en/uk/newsroom_2/news_2/news-detail-page_2752.php

Please send me the names and I will pass it on

lil_old_me

Which model was it then? I have a Greenstar 18ri

Furts

NowWhat? wrote: »

FURTS if you would like to send me a personal email and put the names of the Regional Manager and the MD who dealt with you I will escalate your customer service concerns for you.
Once I know who to discuss this with I will express your observations over what you perceive to be our poor service.

I am proud to work for WB and do not have as you put it apathy/arrogance/aggression.

From reading this and your previous posts you are obviously upset about our product and the way you feel you have been treated - I am sorry to hear that.
We must be doing something right though

http://www.worcester-bosch.co.uk/homeowner/our-company/news/worcester-secures-top-10-award-for-its-customer-service

http://www.bosch.co.uk/en/uk/newsroom_2/news_2/news-detail-page_2752.php

Please send me the names and I will pass it on

A couple of points for the benefit of fellow mse users, rather than sweeping items under the carpet:

1; I have advised the OP to reject their boiler. I note you have not commented on this. Would you put the record straight regarding Worcester Bosch company policy response to a customer rejecting a boiler? This could then be archived at mse Towers.

2; My complaint was dealt with by the Managing Director of Bosch Thermotechnology Ltd. To set the records straight, and in case you are not aware of this, Worcester Bosch have only one such Managing Director. In addition, with all due respect to you, I doubt you have the authority to contradict his judgement.

3; The judgement was "all staff you have dealt with have failed you, all systems we have set in place have failed you , at each stage of your complaint every member of staff has compounded the problems you have experienced. As a company there is no defense that can put forward for what you have experienced."

4; The above point could be put into simple English - "we are run by a bunch of incompetents"

lil_old_me

Sometimes the big names are not as good as you think. I had a recent complaint with head honchos of B and Q and they were useless

NowWhat?

FURTS

As already advised the OP should contact Customer Services first.

You are obviously upset enough about your experience to post your opinions on this forum that is your right.
I have no need to contradict his judgement but I would like him to be aware of your opinion on the service you have received and the way the company is run.
This way we can improve things.

As I have already said please email the names and I will discuss it with them this week.

Furts

NowWhat? wrote: »

FURTS

As already advised the OP should contact Customer Services first.

You are obviously upset enough about your experience to post your opinions on this forum that is your right.
I have no need to contradict his judgement but I would like him to be aware of your opinion on the service you have received and the way the company is run.
This way we can improve things.

As I have already said please email the names and I will discuss it with them this week.

Hello NowWhat

Mr Arntzen, Managing Director, had the role of sorting out what had happened. A settlement was offered. This I accepted. That does not mean it was a good experience, nor that it was well handled. For the record, it was not well handled

This is not a personal, vitriolic attack on Worcester Bosch. It is a Worcester Bosch customer sharing his findings with fellow mse users. It is also a fair and balanced posting.

I have recognised the status of your boilers in my posts. I repeat, the product is fine.

My experience, which has been confirmed by some colleagues within the construction industry, is product support at Worcester Bosch remains rooted in the Dark Ages. Numerous staff would benefit from an enormous boot up the backside. Common courtesy would also be welcomed.

How would you react to a call from a senior manager from Worcester Bosch which commences with the question "are you deranged?"

I replied "No".

I was then asked if I was "a rational human being?"

"Why?"

Because "rational human beings do not complain about Worcester Bosch boilers"

...and to be told I ought "to get a life"

...and to be told "there are more important things to worry about"

...and for the member of staff to say "who cares". (Clearly Worcester Bosch do not)

Basil Fawlty may be the corporate role model, but I consider this poor service. The member of staff had his rant but then failed to offer any solutions.

You cannot contest this for I have the records of the calls. In addition, this is a different member of staff from Mr RB mentioned previously. So it is not just a case of one bad apple.

I speak from a customer's perspective, you speak from a corporate perspective. In essence, we will have to agree to disagree on what is an acceptable level of customer care.

peterm71

I had a Worcester Bosch 42cdi installed. From the moment it came out the box,
the drop down door would not open
When hot water was called for the boiler would cut out
The best one- it would not turn off, never, even when in the "off" mode/ thermostat set to frost it would never turn off. It ran 24/7 for 26 months.
3 different WB engineers, could not fix it.
One engineer said that my model is discontinued now because of problems.
One engineer arranged parts for me to fit (I have no boiler experience what so ever), still in warranty and I was forced to pay £150 for installation of the two parts to a independent gas safe installer.
Worcester state a boiler running for 24/7 for 26 months on full heating power will not have an effect on the boilers long term life and parts will not prematurely wear out!
Worcester Bosch admitted poor service and treatment towards this and stated they would install a new boiler FOC with a 5 year warranty, a month later they changed their mind and will not change it now.
Forced to pay extremely high gas bills for over 2 years. My old 1976 ideal conventional boiler used less gas - FACT.
Worcester Bosch tell lies and go back on their word.
I could write a book with all the goings on with Worcester.
This is Worcester bosch's flagship model.
BE CAREFUL IF YOU CHOOSE WORCESTER BOSCH. THE WARRANTY IS WORTHLESS, JUST LIKE THEIR WORD.

unclebulgaria

I probably have more experience in dealing with Worcester Bosch than you peterm71 and also furts and I've never had any issues with them whatsoever as far as aftersales service goes. Their product will never be 100% fault free, thats impossible but, in my experience problems are sorted very quickly under warranty.

Leif

I have had cause to contact WB support twice. On each occasion they got back to me very quickly with helpful information. The first time I asked about a service, and they confirmed that the engineer had not done what they would consider to be a full service, not their fault of course. The second time I thought I had a faulty timer, and they informed me that I had 3 years warranty, not 2 years as thought, and they would book an approved engineer in, and they would pay all costs. I'm about to do the booking.

I bought a WB boiler as I knew lots of people with them, and they thought they were great.

Leif

Furts wrote: »

How would you react to a call from a senior manager from Worcester Bosch which commences with the question "are you deranged?"

I replied "No".

I was then asked if I was "a rational human being?"

"Why?"

Because "rational human beings do not complain about Worcester Bosch boilers"

...and to be told I ought "to get a life"

...and to be told "there are more important things to worry about"

...and for the member of staff to say "who cares". (Clearly Worcester Bosch do not)

I cannot believe that anyone working for a reputable company in any position of responsibility would say such things. And if they did, they would be disciplined or sacked. And WB is a reputable company.