Worcester Bosch Guarantees - Worthless ?
Anyhow , he never said is was an urgent matter and helped us bleed the radiators and top up up the boiler pressure. In general a very nice helpful fellow but inexperienced in doing risk assessment because he kept calling his manager for assistance.
A few days later my father gets a 'standard reply ' letter from WB saying that our boiler is 'At Risk' to Life & Property (see attached section of the letter) and that they will not schedule future visits until the necessary remedial actions have taken place and have basically deactivated our guarantee.
Since the installation of the boiler back in 2019 which cost us about £4.8k , nothing has been altered and we assumed everything was installed safely but now we've lost our guarantee through no fault of our own. I phoned their customer care helpline but the lady insisted that the remedial works need to be done and to contact our installer. I contacted the installer and he couldn't understand why the engineer had placed our boiler at risk.
1. The flue goes sideways through an engineered hole in our window to the outside and then via a vertical connection through our plastic covered roof (ie. covered area in our back garden). It's a terraced house so its not possible to have the flue open to 3 sides (whatever that means).
2. The engineer requires that power to the boiler be switched off rather than unplugged from an extension socket.
I do not understand how the above 2 risks can be a threat to Life & Property and I am assuming that these are trivial issues that WB use to cancel engineer visits covered by their 10 year warranty.
When I looked for similar experiences on Trustpilot reviews I saw one that seems to mirror our own experience (see below).
They actively seek to refuse warranty claims. Stealthily untrustworthy .
Bought a Greenstar boiler on the premise of the 10 year warranty - which I have and is registered. When heat exchanger failed after 2 years had a WB engineer come out. He diagnosed the problem but refused to do any work on the boiler "because of health and safety" Absolute garbage. Boiler is installed in a 2 foot deep cupboard in bathroom and is at eye level . On his 'job' sheet there was about a dozen boxes/reasons he could choose from to refuse to work on it. Suspect wiring , no handrail on loft ladder, inadequate clearances etc etc. All very subjective criteria they shamelessly use to decline to honour any warranty. Long story short and from having read a lot of forums on the matter WB actively seek to refuse to carry out warranty work as they have few staff left and know their products are generally defective. Upper management is to blame for a terrible work environment (see the glassdoor employee reviews) and product (by sourcing cheaper parts of low quality that fail) .
When I challenged the notion that the boiler was inaccessible the experienced - yet downbeat engineer explained that he would "get a warning from management if he worked on the boiler" !! The engineer was clearly embarrassed at the reasoning he was forced to give to refuse the warranty and also obviously acting under duress. Shame on the management for making your engineers front your sham and have them do your dirty work for you. Back to my earlier point in that what engineers WB had with any self pride or sense of integrity have long jumped ship.
!!DO NOT BUY a Worcester Bosch boiler!!
They are cheating their customers.
I have sent an email and cc'd their CEO saying that both the installer and us disagree with their 'At Risk' assessment and that they need to send a more experienced engineer to conduct the assessment detailing exactly what must be done (with absolute clarity).
On a separate matter , I have also read that despite whatever the terms of the warranty , the Consumer Rights Act 2015 still empowers the consumer to have their product fixed or replaced.
Some extracts I found in that Act:
Covered by the guarantee
Alternatively, if the faulty goods are still covered by their guarantee, contact the manufacturer, tell them about the problem and ask for the goods to be repaired or replaced.
If the retailer or manufacturer does not help
Write to the retailer and make a more formal request. Say that you are exercising your rights under the Consumer Rights Act 2015 as the item is not of "satisfactory quality" and you would like to have it repaired or replaced.
In your letter, warn the retailer that if it fails to accept to your demands you will start proceedings in the small claims track of the County Court.
4. If your retailer still refuses to cooperate
You should consider taking the retailer to court. Bear in mind that you cannot take a case to court if you purchased the faulty goods more than six years ago.
Anyhow , I will provide an update as and when I get a response from WB (I expect the CEO to ignore my email).
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