Boiler moved and doesn't work now - asking for payment

WIAWSNB

Make and model of boiler?

These same guys installed this boiler 3 years ago, so it should still be comfortably under warranty. It's a 'combi' type, so they should have confirmed the mains water supply - flow and pressure - were adequate for a combi on installation. It presumably was ok, as the boiler has worked fine for 3 years.

A 'combi' operates on mains water pressure, so it shouldn't matter if it is moved. The electrical connections involve a mains power supply, and central-heating controls. As with the mains water supply, the boiler also does not mind where this is coming from. Pipes = pipes, and cables = cables.

The boiler has been moved, and this presumably required new pipes and new wiring to get to the new location. So, without further info, the earlier declared boiler fault due to 'electrics' does not make sense.

(Or are we talking wireless controls, and the new location is just out of range? If so, this was not an issue caused by your own electrician.)

Ie, if the boiler 'worked' in its original location, with it's water and leccy supply, moving it should make no difference to this; pipes and cables are extended, that's it. So I would love to know about the leccy issue that was down to 'your' electrician. Any explanation for this?

We, on this side of the screen, do not have the full facts available to us, so are limited in what we can suggest. For example, you'd need to be able to tell us about this earlier fault which cost you £125, and was caused by 'your electrician', and what was required to sort it.

Ditto anything else.

This boiler 'worked'. It was moved. Guess what? It should still work. If it does not work, then they need to explain in clear terms why not. If they messed up the move, then they fix it. If the boiler has an inherent fault, then they fix it.

I do not understand why this is more complex than that.

Have they explained to you the leccy issue caused by your sparky? I mean, why should that issue appear only after the boiler was moved?!

angelasocks

Thanks Wiawsnb, no real explanation over the electrics from the gas company. My electrician is a family friend, really decent bloke so I didn't want to question him over it.

I could ask the gas company for a written explanation over the electrics bit, so I can "take it up" with the electrician. Also something in writing if they start asking for payment tomorrow.

I may have voided my warranty as I didn't get boiler serviced until 2 years after install (my fault I know)

It's a Worcester greenstar 1000 combi

Thanks again

angelasocks

"Rewiring controls done by others" is what the gas company said on it's invoice, just checked.

WIAWSNB

https://forums.moneysavingexpert.com/discussion/comment/82137901#Comment_82137901

And did they cite this as the reason the boiler didn't work after the move? Edit: they did; "Charged an extra £125 because he said it the fault was due to the electrical work done by the electrician, it was my own electrician and not theirs."

I don't wish to labour this point, but it's certainly worth bearing it in mind if they start getting silly over repair costs now, especially after they said it would be covered by warranty. I'm just pointing out that if the boiler worked in its original location after being wired by your sparky - and it did, for 3 years - then it should have continued to work in the new one after being wired by theirs. I see no reason for it not to, unless, say, your sparky used an unconventional method which the new sparky didn't realise and that caused a 'mistake' by him. But that's pushing plausibility!

Confirm, please - when they moved the boiler to the new location, their sparky must have wired it up, power & controls? What 'controls' are these?

If the boiler turns out to have an inherent fault, one not caused by you, then it should still be covered under the CRA 2015, regardless of the missed service. Unless that missed service would have ID'd and prevented it - extremely unlikely.

angelasocks

Hi

Boiler engineer came out today, said the pipes were crossed. As he left he said it's not fixed as the flow control is broken, probably caused by the crossed pipes. Someone from office would be in touch.

Someone from the office rang and said that the condensate filter and condensate trap had not been cleaned for approx. 3 years and this could void the warranty. I told him it was serviced last year and emailed him the invoice.

When I asked about the crossed pipes he said this was not the case, the pipes were not crossed.

He said he would contact Worcester to make sure the warranty was ok but it would take a day or 2.

I did ask him to email me so I have a record of what was said. So far no email.

Not mentioned the electrical fault yet to them as I'm getting more and more muddled with this company.

Thanks for reading

WIAWSNB

Get everything in writing if possible, or note down what was said on each occasion as soon as you can - with person's name, dated and timed. This company does not come across as impressive, and appears more focussed on blame than good service.

Of course, we don't know yet whether 'the pipes are crossed'. Or which pipes!

(There are numerous DIYers on this forum who could ID whether the mains supply/DHW pipes are swapped in around 5 minutes - shut off mains stopcock, undo cold mains connection at boiler, partially turn the mains back on, and note where the water comes out at the boiler - the undone pipe, or from the boiler end. The latter would be wrong.)

This engineer was sent by whom, WB or this company?

Since the 'flow control' is faulty, I'm guessing the 'crossed pipes' are the cold mains inlet and the hot DHW outlet. This is an easy mistake to make if care isn't taken, as the two 15mm pipes will be identical after being extended. But the care required to prevent this is minimal, and the new pipes should be flushed out before connecting in any event, whereupon the 'way round' would be obvious. This will be embarrassing for the company if it's the case.

Thoroughly unimpressed by his attempted condensate trap get-out. Well done for challenging him.

If this situation is as bad as it currently appears - a fully functioning boiler with adequately-wired controls no longer functions due to their sparky's and plumber's incompetence - then it should not cost you an extra penny beyond the initial boiler-move quote.

You can make life very embarrassing for them if they try.

Could you post a pic of the boiler and pipework to see if there are any clues there, please? And ditto of the 'controls'.

WIAWSNB

Confirm please - the guy who came out and declared the pipes were crossed - who was he? And did he swap the pipes? If so, you'll need a record from him of this.

And how did you find this boiler-shifting company? Was it through a checkatrade type site, for example?

angelasocks

Thanks again WIAWSNB

I understand the engineer came from the company, I don't have a name. I haven't called anyone independent from them.

The engineer didn't say whether he had fixed the crossed pipes or not.

If I remember correctly I got them from Which trusted trader (I might be wrong) it's just a website I use a lot. I'm reasonably diligent when researching a company. They fitted the boiler originally without issue.

They seemed more focussed on if I've somehow voided the warranty rather than fixing anything.

I rang Worcester who said they will fix any boiler fault free of charge, as long as I have had a service this past year (which I have).

Worcester said if it is an installation fault then I would be charged for a call out but I would get a report on any installation faults.

In the meantime I'm taking notes on what was said while I'm waiting for them to contact Worcester. Up to 48 hours they said.

Thank you

Boohoo

https://forums.moneysavingexpert.com/discussion/comment/82139653#Comment_82139653

So have you had 3 annual services done on this boiler?

You haven't said but what is the charge if it wasn't installed correctly?

Was it an independent plumber that installed the boiler 3 years ago or something like BOXT or similar?

angelasocks

Hi Boohoo

No boiler was installed 2 years 10 months ago, it's due another service in November. I missed the first service the year after it was installed. Worcester only asked if I had a service last year, which I have.

I didn't ask them the cost if it's an installation issue.

The company who moved the boiler were the same company who installed it.

Thank you