Baxi warranty and customer service

rebeccak

Three months ago I had a Baxi boiler installed which I chose because of its long warranty.  The boiler engineer registered it on the day it was installed (with my name and details) and I was due to receive the warranty in the post.  Three months later I am still waiting.  I kept trying to chase this up but never got any response and could never get through on the phone (no matter which option I chose).  Eventually (about two months ago) I contacted their complaints department who have confirmed that the boiler has been registered to me and that I should receive the warranty through the post and that they will chase it up for me.  I have contacted them about this every couple of weeks or so over the past 2 months and, although the complaints department do actually respond and do say I should be receiving the warranty, it never arrives.  From what they have said there is no problem, they have got the record of the product being registered to me, they aren't saying it has been sent out and has been lost in the post - they just haven't got their act together to send me the warranty.
My first issue is getting the warranty but then I'm wondering whether it is actually worth the paper it is written on?  My plan was to cancel my boiler insurance policy because my new boiler is under warranty but, whenever I have tried ringing them (including on the number for people reporting faults on a boiler which is under warranty because I was just trying to get through to anyone at that point), no one answered.  And I can't even get a simple task like sending out standard paperwork done - even after three months of waiting and chasing.
What are other people's experiences of Baxi's warranties and the cover it provides?  Am I just going to have to suck it up and pay for boiler insurance for the next 10 years because, if I have a fault with the boiler, I can't spend months at a time without heating and hot water trying to chase it up?

Gerry1

Send a recorded delivery letter to the Baxi UK CEO.  You can find his info at the ceoemail website.  Mention that your next step would be to go to consumer programmes such as You and Yours, Money Box etc !

dogshome

Yes, chase them up - I also went for a Baxi with a 10 year warranty, though whilst my first choice was W/Bosch, their 10 year warranty required jumping through two hoops to get it, whilst Baxi's was unconditional

Two and half years in and no problems, and impressed that a month before the anniversary install date, they send me card reminder of the annual service date

rebeccak

Thanks.  Has anyone actually had to use them to fix a fault?

rebeccak

Bumping the thread (hope that's allowed) in case anyone does have experience of this.