Boiler failed what are your rights advice please.

user1900

Hoenir said:

user1900 said:

mcplumb said:

can you not go back to the installation company/annual service company. 

We went back to the installation company who also do the annual boiler service, they sent us to the manufacturer. When we tried to call the installers back, they didn't answer, we left a message, they haven't returned the call. 

That's a poor service level. 

I agree, both from Ideal and the original installers. 

user1900

molerat said:

You  need an emergency plumber to stop the water if you don't know how to do it yourself.

Is it a combi or system boiler - do you have a hot water tank ?

Thanks, we've called a plumber out, it's just been sorted out. No, we don't have a hot water tank, it's just a stand alone combi boiler, so if you want water, you've to wait for the boiler to make it after a minute or so. 

ArbitraryRandom

I'm glad to read you're no longer at risk of being flooded out

Please make sure you contact your insurance company asap - calling out an emergency plumber before contacting them is one thing (it's an emergency after all) but they can get tetchy about paying if you delay informing them; if you tell them you have boiler cover then they can argue between themselves about liability. 

And make sure you get an invoice/VAT receipt from the emergency plumber.  

I also wonder if these might be relevant to the initial question about 'rights': 

https://www.financial-ombudsman.org.uk/decisions-case-studies/case-studies/home-building-insurance
https://www.financial-ombudsman.org.uk/decisions-case-studies/case-studies/customers-boiler-stops-working-insurer-disagrees-emergency

pallyman

user1900 said:

Hoenir said:

user1900 said:

mcplumb said:

can you not go back to the installation company/annual service company. 

We went back to the installation company who also do the annual boiler service, they sent us to the manufacturer. When we tried to call the installers back, they didn't answer, we left a message, they haven't returned the call. 

That's a poor service level. 

I agree, both from Ideal and the original installers. 

I would take my business elsewhere for servicing in future.

user1900

ArbitraryRandom said:

I'm glad to read you're no longer at risk of being flooded out

Please make sure you contact your insurance company asap - calling out an emergency plumber before contacting them is one thing (it's an emergency after all) but they can get tetchy about paying if you delay informing them; if you tell them you have boiler cover then they can argue between themselves about liability. 

And make sure you get an invoice/VAT receipt from the emergency plumber.  

I also wonder if these might be relevant to the initial question about 'rights': 

Thanks very much for the links, I'll go and take a look in a minute. Luckily for us, the boiler is an integral garage, the floor, walls, woodwork, various things in the garage such as some flooring we had ready to go down in the house is damaged, etc, etc. But we won't be making a claim against the house insurance. If the boiler had been in the house it would have been horrendous, that amount of water would have caused serious damage to a kitchen or loft, it would have been enough to ruin a kitchen or ceiling etc. 

user1900

pallyman said:

user1900 said:

Hoenir said:

user1900 said:

mcplumb said:

can you not go back to the installation company/annual service company. 

We went back to the installation company who also do the annual boiler service, they sent us to the manufacturer. When we tried to call the installers back, they didn't answer, we left a message, they haven't returned the call. 

That's a poor service level. 

I agree, both from Ideal and the original installers. 

I would take my business elsewhere for servicing in future.

Absolutely, we've been one of their customers for eight years.

Also, the boiler has been great up until now, but if the service isn't there to support it, I doubt we would have another Ideal boiler in the future. The boiler is supposed to be their flagship model, or it was when it was installed. You think by buying better quality you'd get a better product and service, the two should go hand in hand. 

cmthephoenix

user1900 said:

molerat said:

You  need an emergency plumber to stop the water if you don't know how to do it yourself.

Is it a combi or system boiler - do you have a hot water tank ?

Thanks, we've called a plumber out, it's just been sorted out. No, we don't have a hot water tank, it's just a stand alone combi boiler, so if you want water, you've to wait for the boiler to make it after a minute or so. 

Hopefully you got the plumber to show you how to shut off the water to the boiler as if that's shut off the boiler should eventually stop leaking because it will have no more water in it to leak. You may find it happens again at some point in the future as things like the diverter valve will have rubber seals that can corrode over time.

user1900

cmthephoenix said:

user1900 said:

molerat said:

You  need an emergency plumber to stop the water if you don't know how to do it yourself.

Is it a combi or system boiler - do you have a hot water tank ?

Thanks, we've called a plumber out, it's just been sorted out. No, we don't have a hot water tank, it's just a stand alone combi boiler, so if you want water, you've to wait for the boiler to make it after a minute or so. 

Hopefully you got the plumber to show you how to shut off the water to the boiler as if that's shut off the boiler should eventually stop leaking because it will have no more water in it to leak. You may find it happens again at some point in the future as things like the diverter valve will have rubber seals that can corrode over time.

Thanks yes we did, my Husband found out how to do it from the instruction manual, but the shut off knob wouldn't fully turn and he didn't want to damage the boiler, so he had to leave it for the plumber. The shut off valves Ideal boilers customer services said to shut down wasn't the ones that were leaking. 

BJV

user1900 said:

BJV said:

Just read the thread? Have you managed to stop the water?
Is there anyone you know, family, or friends who could come and have a second look until the emergency repairer gets there?

Hope you are ok?

Thanks very much for your concern, we've stopped the water, we called out an emergency plumber he's just attended, we didn't have a choice really, there's no way we could wait until Thursday. Thankfully it's sorted, we just have to get everything dried out, lots of things have been damaged by the water. We're not going to claim on our house insurance because the premium would go through the roof next year, plus there's the excess.

Thanks for letting us all know.  As long as you are ok, the rest can be sorted.

I would contact the warranty company, and explain the issues and what the delays have caused. It is worth a try.

Good Luck