British gas won't provide home display unit.

Zandoni

ArbitraryRandom said:

In my experience, people get the customer service their behaviour deserves... 

In my experience I get very good customer service.

ArbitraryRandom

Zandoni said:

ArbitraryRandom said:

In my experience, people get the customer service their behaviour deserves... 

In my experience I get very good customer service.

Really? Because I can't remember the last time I had to make a complaint  

Zandoni

ArbitraryRandom said:

Zandoni said:

ArbitraryRandom said:

In my experience, people get the customer service their behaviour deserves... 

In my experience I get very good customer service.

Really? Because I can't remember the last time I had to make a complaint  

I actually had to complain to British Gas when they tried to get out of a repair to my boiler, it worked out OK. You wouldn’t need to complain if you just accept everything.

ArbitraryRandom

Zandoni said:

ArbitraryRandom said:

Zandoni said:

ArbitraryRandom said:

In my experience, people get the customer service their behaviour deserves... 

In my experience I get very good customer service.

Really? Because I can't remember the last time I had to make a complaint  

I actually had to complain to British Gas when they tried to get out of a repair to my boiler, it worked out OK. You wouldn’t need to complain if you just accept everything.

Were you entitled to a repair under the terms of your agreement? Or did you want them to do something that you had no right to expect? 

Because for me, that's the difference... 

Zandoni

ArbitraryRandom said:

Zandoni said:

ArbitraryRandom said:

Zandoni said:

ArbitraryRandom said:

In my experience, people get the customer service their behaviour deserves... 

In my experience I get very good customer service.

Really? Because I can't remember the last time I had to make a complaint  

I actually had to complain to British Gas when they tried to get out of a repair to my boiler, it worked out OK. You wouldn’t need to complain if you just accept everything.

Were you entitled to a repair under the terms of your agreement? Or did you want them to do something that you had no right to expect? 

Because for me, that's the difference... 

You tell me then.
I was fed up with the constant hike in the price of my boiler contract so I decided to cancel it.
When I phoned I was told that I was owed a service, so I booked that for two weeks before the expiry of my contract.
Unusually I had a very thorough service and the engineer pointed out to me that in the burner area there was a crack in the fire proof lining.
He explained to me that it was a simple job to replace but the parts might take a little while, I mentioned that my contract finishes in a couple of weeks, he said not to worry the fault has been logged today.
I waited a few weeks without hearing anything so I phoned and was told that the repair can not be done because I was out of contract.
Naturally I wasn’t happy so I asked to speak to a manager who said exactly the same thing. I asked him to raise it to an official complaint and he told me I’d hear within 5 days.
They never got back to me so I phoned again and I was told that no complaint had been raised, this time they were more helpful and noted down everything I’d been through.
I had to phone again and this time they said they would come out and do the repair and waive the £60 excess.
The engineer arrived without the parts but I eventually got the repair.
Hopefully you a agree that was a genuine complaint?

born_again

Zandoni said:

Of course they can make mistakes, but they represent their company and most companies would honour what was promised.

OP
 recently purchased a property that had a pay as you go system with British Gas. The gas and electric meters are in the cellar. I contacted BG to transfer over ownership to me whilst also asking to swap to a direct debit system rather than pay as you go.  During my phone conversation to arrange this I was informed by the BG employee that I would receive a display monitor in the next few days via post.

So rep could easily have been confused  thinking this was a new smart meter install. Or a new rep unsure of process, or that was not aware that meters had been installed over 12 months ago.
Sometimes, when several things need doing, auto pilot kicks in & you say the wrong thing. 

Zandoni

born_again said:

Zandoni said:

Of course they can make mistakes, but they represent their company and most companies would honour what was promised.

OP
 recently purchased a property that had a pay as you go system with British Gas. The gas and electric meters are in the cellar. I contacted BG to transfer over ownership to me whilst also asking to swap to a direct debit system rather than pay as you go.  During my phone conversation to arrange this I was informed by the BG employee that I would receive a display monitor in the next few days via post.

So rep could easily have been confused  thinking this was a new smart meter install. Or a new rep unsure of process, or that was not aware that meters had been installed over 12 months ago.
Sometimes, when several things need doing, auto pilot kicks in & you say the wrong thing. 

If that was the case more training is needed. 

Surely it’s not a big deal to give a new customer an IHD.

ArbitraryRandom

Zandoni said:

ArbitraryRandom said:

Zandoni said:

ArbitraryRandom said:

Zandoni said:

ArbitraryRandom said:

In my experience, people get the customer service their behaviour deserves... 

In my experience I get very good customer service.

Really? Because I can't remember the last time I had to make a complaint  

I actually had to complain to British Gas when they tried to get out of a repair to my boiler, it worked out OK. You wouldn’t need to complain if you just accept everything.

Were you entitled to a repair under the terms of your agreement? Or did you want them to do something that you had no right to expect? 

Because for me, that's the difference... 

You tell me then...

Hopefully you a agree that was a genuine complaint.

I think that your experience has little or nothing to do with the OP having no right to a replacement IHD more than 12 months after the install.

It's great that the BG agent highlighted to you that you were due a service before your contract ended; it's also great that they agreed to repair your boiler out of contract - but to as if your complaint was valid or not - that would depend on the terms of your contract, which I can't read from here... I would agree you had a valid complaint that your original complaint wasn't logged/responded to - if that makes sense? 

Personally, if have a problem, the first thing I check is the contract I signed/the service agreement to establish what I am actually entitled to expect - I would never rely on a verbal reassurance from an engineer, or expect that engineer to know the details of my contract (especially given most of them are sub-contractors who work for several companies).

I'd also suggest phoning when you have an issue is a common mistake people make. Writing (email or letter) will often avoid a number of issues - you can give all the relevant information in a logical or structured way; highlight the specific section of the t&c/your contract that is the basis for your request; you have a record of what was said/when; and you're not putting people on the spot to respond and so are less likely to get incorrect information. 

Zandoni

ArbitraryRandom said:

Zandoni said:

ArbitraryRandom said:

Zandoni said:

ArbitraryRandom said:

Zandoni said:

ArbitraryRandom said:

In my experience, people get the customer service their behaviour deserves... 

In my experience I get very good customer service.

Really? Because I can't remember the last time I had to make a complaint  

I actually had to complain to British Gas when they tried to get out of a repair to my boiler, it worked out OK. You wouldn’t need to complain if you just accept everything.

Were you entitled to a repair under the terms of your agreement? Or did you want them to do something that you had no right to expect? 

Because for me, that's the difference... 

You tell me then...

Hopefully you a agree that was a genuine complaint.

I think that your experience has little or nothing to do with the OP having no right to a replacement IHD more than 12 months after the install.

If you want my opinion about your issue (why?) then I'd have to say I'm struggling to read the terms and conditions of your contract from here...

Personally, when I have a problem the first thing I check is the contract I signed and I would never rely on a verbal reassurance from an engineer, or expect that engineer to know the details of my contract (especially given most of them are sub-contractors who work for several companies). 

I would agree you had a valid complaint that your original complaint wasn't logged/responded to - if that makes sense? 

ArbitraryRandom said:

Zandoni said:

ArbitraryRandom said:

Zandoni said:

ArbitraryRandom said:

Zandoni said:

ArbitraryRandom said:

In my experience, people get the customer service their behaviour deserves... 

In my experience I get very good customer service.

Really? Because I can't remember the last time I had to make a complaint  

I actually had to complain to British Gas when they tried to get out of a repair to my boiler, it worked out OK. You wouldn’t need to complain if you just accept everything.

Were you entitled to a repair under the terms of your agreement? Or did you want them to do something that you had no right to expect? 

Because for me, that's the difference... 

You tell me then...

Hopefully you a agree that was a genuine complaint.

I think that your experience has little or nothing to do with the OP having no right to a replacement IHD more than 12 months after the install.

If you want my opinion about your issue (why?) then I'd have to say I'm struggling to read the terms and conditions of your contract from here...

Personally, when I have a problem the first thing I check is the contract I signed and I would never rely on a verbal reassurance from an engineer, or expect that engineer to know the details of my contract (especially given most of them are sub-contractors who work for several companies). 

I would agree you had a valid complaint that your original complaint wasn't logged/responded to - if that makes sense? 

You’re right it doesn’t have anything to do with the OPs question, I was simply answering yours.
 I don’t particularly want your opinion I was again answering your question.
There is nothing pertaining to my problem in my contract, the person in the complaint department told me I was correct, that’s why they agreed to do the repair.
Thank you for agreeing to the last bit of my complaint, it means a lot. 😂
I don’t agree completely with your last edited  comment about putting your complaint in writing, it’s far to easy for them to not reply or just cherry pick points.

ArbitraryRandom

Zandoni said:

ArbitraryRandom said:

Zandoni said:

ArbitraryRandom said:

Zandoni said:

ArbitraryRandom said:

Zandoni said:

ArbitraryRandom said:

In my experience, people get the customer service their behaviour deserves... 

In my experience I get very good customer service.

Really? Because I can't remember the last time I had to make a complaint  

I actually had to complain to British Gas when they tried to get out of a repair to my boiler, it worked out OK. You wouldn’t need to complain if you just accept everything.

Were you entitled to a repair under the terms of your agreement? Or did you want them to do something that you had no right to expect? 

Because for me, that's the difference... 

You tell me then...

Hopefully you a agree that was a genuine complaint.

I think that your experience has little or nothing to do with the OP having no right to a replacement IHD more than 12 months after the install.

If you want my opinion about your issue (why?) then I'd have to say I'm struggling to read the terms and conditions of your contract from here...

Personally, when I have a problem the first thing I check is the contract I signed and I would never rely on a verbal reassurance from an engineer, or expect that engineer to know the details of my contract (especially given most of them are sub-contractors who work for several companies). 

I would agree you had a valid complaint that your original complaint wasn't logged/responded to - if that makes sense? 

ArbitraryRandom said:

Zandoni said:

ArbitraryRandom said:

Zandoni said:

ArbitraryRandom said:

Zandoni said:

ArbitraryRandom said:

In my experience, people get the customer service their behaviour deserves... 

In my experience I get very good customer service.

Really? Because I can't remember the last time I had to make a complaint  

I actually had to complain to British Gas when they tried to get out of a repair to my boiler, it worked out OK. You wouldn’t need to complain if you just accept everything.

Were you entitled to a repair under the terms of your agreement? Or did you want them to do something that you had no right to expect? 

Because for me, that's the difference... 

You tell me then...

Hopefully you a agree that was a genuine complaint.

I think that your experience has little or nothing to do with the OP having no right to a replacement IHD more than 12 months after the install.

If you want my opinion about your issue (why?) then I'd have to say I'm struggling to read the terms and conditions of your contract from here...

Personally, when I have a problem the first thing I check is the contract I signed and I would never rely on a verbal reassurance from an engineer, or expect that engineer to know the details of my contract (especially given most of them are sub-contractors who work for several companies). 

I would agree you had a valid complaint that your original complaint wasn't logged/responded to - if that makes sense? 

You’re right it doesn’t have anything to do with the OPs question, I was simply answering yours.
 I don’t particularly want your opinion I was again answering your question.
There is nothing pertaining to my problem in my contract, the person in the complaint department told me I was correct, that’s why they agreed to do the repair.
Thank you for agreeing to the last bit of my complaint, it means a lot. 😂

I'm really not sure what you want to get from this discussion? 

We obviously have very different approaches to resolving service issues - and I can't see that we are going to agree any time soon (and I think the OP left the conversation some time ago).