British Gas new boiler warranty / service

meat_n2_reg

Hello 
I had a new boiler and radiators installed August 2023 
Boiler came with a 5 year warranty 

Received letter today from BGas :-

"Just to let you know the first year of your boilers 5 years warranty end in August 2024 , this means the cover you have will chnage and won't include a boiler service 
You still need to get your boiler service each year by gas safe engineer
Don't forget we already did your service for your first year when we installed your boiler "

I am confused if I need to get boiler services again this August because of reference "Don't forget we already did your service for your first year when we installed your boiler 

I phoned British Gas who said that boiler would need servicing again in August , but did not seem sure 

Any advice welcome before I get boiler service booked in 

Thanks 

Browntoa

It's a condition that it's serviced, and the warranty is only 5 years if you remain with BG ( they offer their own warranty, it's not manufacturers warranty) 

TELLIT01

Yes it will need servicing, and should be every 12 months.  BG did shift the goalposts at one stage.  We have our boiler serviced by them and the contract said 'annual service'.  When I tried to book a service they then said 'annual service' meant some time within the 12 month contract period, so one service could be on 1st January 2020 and the next on 31st December 2021 (as an example).

meat_n2_reg

thanks will get service booked 
£69 @ Bgas 

casper_gutman

It seems a bit odd for them to trumpet it as a feature that their warranty included servicing for the first year, given that this "service" consisted of commissioning the newly-installed boiler!

meat_n2_reg

Update - I went online to buy a annual service , got email today saying that I already have a warranty product with some features you have applied and please phone Homecare 

Rang Homecare and said that when the boiler was installed it counts as first year service 

Therefore don't need 2nd year service till August 2025 

I was then asked if I wanted to buy a service package which I declined as not needed for another 12 months 

Really confusing and time wasting process 

Regards 

Ectophile

I would bet that if it goes wrong in January 2025, they will deny all responsibility because it hasn't been serviced annually.

sheslookinhot

You need a service in August 2024. I would be challenging BG.

meat_n2_reg

I spoke to a senior at British gas  home care and explained my concerns 
I was told when boiler was installed ( August 2023 )  it included the first year service which was completed at install.
Second year service needed to be completed by August 2025 to maintain warranty 
I explained that would be 2 years and what would happen about annual service , was told that the service at install would cover up to 2 years and as long as I get boiler serviced by August 2025 everything would be fine 
I am soo fed up with British Gas confusing and unhelpful customer support 
Now really don't know what to do 

FreeBear

Rather than trusting BG (which few would do), ring the boiler manufacturer and get their opinion. They will be the ones honouring any warranty claim, so they get to set the conditions.

And the "service" done at the time of installation is actually called "commissioning". The tests carried out are the same in both cases (gas pressure & combustion efficiency), but a service will include cleaning of the burner & magnetic filter.

ThisIsWeird

meat_n2_reg said:

I spoke to a senior at British gas  home care and explained my concerns 
I was told when boiler was installed ( August 2023 )  it included the first year service which was completed at install.
Second year service needed to be completed by August 2025 to maintain warranty 
I explained that would be 2 years and what would happen about annual service , was told that the service at install would cover up to 2 years and as long as I get boiler serviced by August 2025 everything would be fine 
I am soo fed up with British Gas confusing and unhelpful customer support 
Now really don't know what to do 

You need their comments in writing, or evidenced in some way.
'First annual service is carried out as part of the installation'! Blimey :-)