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

WIAWSNB

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

How has the situation been left? Are you waiting for the installer to confirm with WB it would be covered under warranty if an inherent fault?

You need to be careful to allow the co to attempt the repair. If you simply jump to WB, then the installer can claim 'you didn't give them a chance', so are not liable for the cost regardless.

So, the 'correct' method, I understand, is to give the co one more chance to fix it. For this, you'd need evidence of what the fault was.

Any photos?

angelasocks

Thanks WIAWSNB

Phone call to Worcester was only an enquiry, I'm still waiting for the company to fix the boiler.

I rang the installers today just to chase them up. They told me they had requested the repair under warranty to Worcester and were waiting for Worcester to reply. They told me it was a flow sensor replacement.

I also rang Worcester who told me that they had authorised the repair under warranty and gave me a reference number. So it should be all good. But until the repair is actually done I'll still be getting a little anxious about it all.

Photo of the boiler below.

Boohoo

That doesn't look too good to me.

The copper pipes look old and weathered like they have been there for a long time.

What's the situation with the new shiny copper pipes going in a loop?

You say WB authorised a repair, do WB know that the boiler was never serviced in the 1st year and only once in the 2 years e10 months?

A neighbour of mine had her warranty claim dismissed because she missed an annual service on year 5 of a 10 year warranty and if you read the T@ C it mentions that detail.

I would get that WB will do the repair under warranty in writing from them before they visit to cover yourself but that me and others will have a different opinion.

WIAWSNB

https://forums.moneysavingexpert.com/discussion/comment/82140523#Comment_82140523

The OP has seemingly had confirmation from WB that they'll honour the warranty provided the boiler was serviced within the last year, which it has.

WIAWSNB

The bright copper loops suggest the pipes were wrongly installed, and it's the cold mains supply and DHW outlet as suspected.

I'm confused, Angelasocks; did the last engineer who came out swap these pipes around - add these loops? If so, what did the office mean by, 'the pipes were not swapped'? Did he mean, "They are not swapped now!"?

The engineer also said that the flow switch was likely damaged by the pipes having been incorrect. In which case, this is not a warranty issue - the installer is liable.

Your pic above also shows a wireless receiver mounted near the boiler. Is this the same, or a new unit fitted by the cowbo..., er, installers?

What's the model number if that wee unit? And could we have a pic of the actual controller, please?

Right now, it is looking to me that you do not owe this company a penny extra, and probably didn't for the rewiring either. I would add that their ugly plumbing fix is an utter disgrace, and shows they have no professional pride in their work, seemingly happy to leave their shame fully exposed. The swap should have been carried out under the floor, and soldered (these look like push-fits!).

And the initial error of the pipes being the wrong way around is pretty inexcusable - it is such a basic issue to just not get wrong. What's more, new pipework should be flushed through to remove any swarf and stuff, and this process should immediately have told them which pipe was the cold mains; I'm guessing they did not bother.

The whole thing, in particular their attitude to you, is shameful.

You may feel reluctant to do so, but I would insist they move that cross-loop to under the floor, and use soldered joints.

You have enough here to thoroughly embarrass them;

1. Explain the rewiring required for the controller, as it had worked fine for 3 years? (I'd like the controller details tho')
2. Why did the initial installer not consider the pipes could have been the wrong way around? (From your pic, this is even easier to diagnose than I thought; the Flexi filling loop can be undone to check for mains flow. If cold mains flows out after the isolator valve on the boiler has been closed, then it's correct.)
3. Why did the engineer add these two unsightly loops, and not carry out the swap under the floor?
4. Why did they use copper pushfits?
5. Why are they suggesting that the continued fault is a 'warranty' issue, when it patently isn't?
6. Why aren't they falling over themselves to provide a professional service to you, which should include a cost-free addressing of the issues, a genuine apology for their service falling short, and - say - an offer of a free service or two as compensation?

If you were to post these pics, and this story, online - naming them - they'd be humiliated.

Section62

https://forums.moneysavingexpert.com/discussion/comment/82140523#Comment_82140523

The copper pipes look old and weathered like they have been there for a long time.

Completely normal - just oxidation of the copper from exposure to air over time. They've been there two to three years so I wouldn't expect them to look new.

What's the situation with the new shiny copper pipes going in a loop?

I assume this is where they have 'uncrossed' (not a 'loop') the pipes. Ugly work, but typical of your average plumber these days.

Section62

https://forums.moneysavingexpert.com/discussion/comment/82140576#Comment_82140576

The engineer also said that the flow switch was likely damaged by the pipes having been incorrect. In which case, this is not a warranty issue - the installer is liable.

If WB have accepted this as a warranty repair I'n not sure I'd want to rock the boat and potentially make things harder for myself. Do you know the failure wasn't due to a manufacturing error?

Right now, it is looking to me that you do not owe this company a penny extra, and probably didn't for the rewiring either. I would add that their ugly plumbing fix is an utter disgrace, and shows they have no professional pride in their work, seemingly happy to leave their shame fully exposed. The swap should have been carried out under the floor, and soldered (these look like push-fits!).

They look like Press-Fit. Unfortunatly becoming the standard fitting for professional plumbing. To me they don't look pretty, but then I come from an age where learning to do end-feed soldering was a basic part of learning the craft. I guess at some point soldered fittings will be banned, and the idea of soldering end-feed in domestic systems will seem as archaic as doing wiped-lead joints.

Unless end-feed / soldered joints were specified, the OP might have a job convincing a judge that the quality of workmanship (of this repair) is lower than should be expected of a professional plumber.

You have enough here to thoroughly embarrass them / they'd be humiliated.

What is the objective here? I'd content myself with having a working boiler without paying an excessive amount extra for it. Maybe leave a bad review on whatever site they are on. Humiliating people isn't nice.

Boohoo

@Section62 you replied to my post about the non shiny copper pipes and said that's normal for a 3 year old system or words to that effect.

The OP has had the boiler moved from a kitchen to where it is now on 27/8/2026 so less than a month.

Unless the plumber was using old pipes I wouldn't go like that in 3 weeks would it?

Boohoo

https://www.worcester-bosch.co.uk/guarantees-terms-and-conditions

Boohoo

In the warranty t @ c section 4.1.6 and 4.1.7 could be of importance to the OP in getting any work done for free from WB.

https://www.worcester-bosch.co.uk/guarantees-terms-and-conditions