Ideal Boiler Eon Eco Boiler Grant, Under 2 yrs, Warranty T&Cs

onesixfive

In May 2019 my 87yr old mum had an Ideal Boiler replacement for her old back boiler under the Eon Eco Boiler Grant Scheme.
We were told the pipes etc warranty was for 12 months, and the boiler warranty was for 2 years.
On Monday when the boiler failed I called Eon, I was directed to Ideal Boilers (because after 12 months the boiler warranty is with the manufacturer). OK. They advised me what to do & it came on again, and all was OK. I'd to bleed radiators but it's been OK until this morning when it failed again.
After repeating the same process this morning to get the boiler back on again, I called Ideal Boilers again & asked for a repair. 
I was told she'd to pay £125 for the callout/repair as she'd broken the terms & conditions of the warranty by not having had the boiler serviced within 12 months of it being fitted. Albeit the £125 includes a service. I can find nothing anywhere in our (minimal) paperwork to show this 12 month service requirement. She's certainly had no reminders from either Eon nor Ideal.
We expected to start a service agreement after the 2 year warranty expired, and had even mentioned it to the Eon & Ideal staff on Monday when I called. (I have British Gas agreement on my own home, so I'm not unfamiliar with the necessity for them).
Anyone else had this problem? or can advise please.  I've reluctantly paid the £125 in the meantime so that mum can get her heating sorted but I'm not happy.

Hasbeen

We were told. I was told? It was a new boiler at the time that came with a warranty. Paperwork?

Does your mother remember getting any written paperwork re warranty it is usually included with  operating instructions Etc?

All boilers have a warranty, 2 years, 5 Years, 10 Years etc. But  they all have the condition they must be serviced every year.

But it is really great, Ideal have decided to take only £125 for repair which includes the annual service. Winner! So be happy!

Just make sure it is then serviced as required.

onesixfive

Hasbeen said:

We were told. I was told? It was a new boiler at the time that came with a warranty. Paperwork?
Does your mother remember getting any written paperwork re warranty it is usually included with  operating instructions Etc?

There are operating instructions, but no apparent warranty paperwork from either Eon nor Ideal

rp1974

Sounds like that boiler is cack if it's broken down already,and doesn't inspire much confidence in their product by providing only a two year warranty to begin with.
Uncertain what benefits it provides,is your mother on the Priorty Service Register?,if not do look into that.

worrywart_3

They are correct that it has to be serviced or it invalidates the warranty thanks for the reminder had mine fitted last week need to ring and get the warranty sorted 

onesixfive

rp1974 said:

the Priority Service Register?,

Never heard of this - had a quick look online - I feel mum would certainly qualify - But why is everything made so difficult? That's yet another call for me tomorrow  

onesixfive

Double checked today, and the only paperwork she ever got was a Building Regs Compliance Cert which states "Gas Safe register RECOMMENDS you have your gas appliances checked for safety annually" - it doesn't state it's a REQUIREMENT of the warranty anywhere.

worrywart_3

It’s a requirement for any boiler warranty