Boiler warranty not being honoured by manufacturer

KombiB

Grateful for thoughts on this situation:

I let out my flat through a letting agent and installed a new boiler 5 years ago, which is still within warranty, directly with the manufacturer.  The boiler has developed issues recently and the manufacturer's engineer has said it is irreparable (my letting agent's contractor agrees). The manufacturer also said that this would not be covered through the warranty as it has not been serviced. However, the letting agent has since confirmed and provided evidence of it being serviced annually. In response the manufacturer said that the boiler was not serviced "properly" and this has voided the warranty. I have sent an email to the manufacturer asking for more details on what this means and will follow up with them shortly. Given the urgency of needing boiler to be repaired and the lack of response from the manufacturer, we might have to use someone else to replace the boiler and then claim separately from the manufacturer?

Wondering if anyone has a standard playbook for this situation? Is small claims court inevitable?

Thanks in advance.

twopenny

Were there any details in the warenty giving exact instructions on what had to be  done and by whom?
If so where did you fall short.
Ha v e a look at their T&Cs on their website too.

KombiB

Thanks, I've had a look at the T&Cs but there was nothing particularly unique about the requirements and the services were completed by gas safe registered engineers. Will see what the manufacturer says in response. They were very quick to say the warranty was not valid which makes me v suspicious, particularly as no further details given.

Has anyone experienced similar?

another_casualty

How many years left on guarantee?

my initial response to the manufacturer  , would be to get your lettings agent to forward you all the annual service slips ,which you then forward on to the manufacturer. 

I know the horse has bolted but what I do since I had my new boiler installed , is to get the manufacturer to sevice it annually . It costs more , but imho that means that at least the future fault lies with the company and they can't blame someone else for shoddy workmanship . Plus they have to stamp the guarantee pamphlet as well as providing invoice . 

Hopefully the letting agent has followed proper procedure and there is proper documentation for servicing  done on your boiler ..

KombiB

Thanks, around 1.5yrs left on the warranty.

Proof of servicing has been sent to the manufacturer and noted re the manufacturer servicing, expensive lesson to learn however.

Bendy_House

Was a condition of the extended warranty that you use an 'authorised' X-make GasSafe?
And was the boiler 'serviced' each time, or just 'gas-safety' checked?
If you are 100% certain they are in the wrong, then inform them first what you intend to do - get another GasSafe and sue - and give them (I dunno) 48hours to respond positively (date and time, and in a recorded fashion).

What's wrong with the boiler anyway?

Alanp

My viessman boiler is three years out of warranty but the warranty was very specific, it had to be installed by one of their approved installers and serviced each year by them too

KombiB

Condition is just to use Gas Safe engineer and it was serviced as well as gas-safety checked.

I'm not 100% as I let the flat out, but it is either the manufacturer is pulling a fast one OR the letting agent did not service it properly. I will send out a registered letter and email as you say.

another_casualty

If you don't get the answer you are hoping for(  providing letting agent did everything in a straightforward manner ) , then the next step imho would be to leave negative feedback everyehere ..but only if you're 100% sure you know you are in the right. 

If the letting agent cut corners , then I'd leave negative feedback there if they didn't rectify the problem ..

TELLIT01

Has there been a gap of more than 12 months between boiler services and could that be the basis of the statement that the boiler has not been serviced 'properly'.  I have a contract for servicing with British Gas (I know!)  but their contracts now state that servicing will be carried out at some stage during the contract.  That could mean in January of year 1 and December of year 2.  That may not be good enough for warranty cover.

another_casualty

TELLIT01 said:

Has there been a gap of more than 12 months between boiler services and could that be the basis of the statement that the boiler has not been serviced 'properly'.  I have a contract for servicing with British Gas (I know!)  but their contracts now state that servicing will be carried out at some stage during the contract.  That could mean in January of year 1 and December of year 2.  That may not be good enough for warranty cover.

Good point . Plus of course..covid . 

I had to contact my boiler co last year for first annual service and phoned past the 12 month period . When this was pointed out, I mentioned covid and not getting a reminder and luckily for me the warranty is honoured .