Anyone had any problems with this boiler?
Over the last 4 years it has been replaced (yeah I know - a new one), 4 new PCBs, tension lead....
Now it is leaking from the front and has caused the fuses in the house to blow.
I had a Keston service in September (useless - they refunded)
Details below
Dear Mr Watkins thank you for your Email of to days date. I understand that you sent two Emails previously to my inbox and were acknowledged indicating that I was out of the office. I also understand that you have contacted our service department and were advised that due to an unprecedented volume of work load we are experiencing we cannot attend to your boiler. I would confirm that this is the case and would suggest that you contact British Gas or a CORGI registered engineer who may have the capacity to assist you.
Yours sincerely
Steve Gentry – Technical Support.
From: [email protected] [mailto:[email protected]]
Sent: 24 November 2008 09:14
To: Steve Gentry; Keston Boilers Ltd
Subject: RE: BOILER SERVICE
Importance: High
Steve
Any news on a time and day - we are now quite cold.
Thanks
Dear Steve
Many thanks for sorting out the refund - very much appreciated.
Our boiler is still causing problems - it cuts out intermintently (about 1 a week) with a flashing red light and today it gave up the ghost blowing the fuses in the house!
Pools of water form from the bottom right hand corner (front). I am wondering if this has got on to the electrics at all? The boiler makes thumping/crackling noises.
I am more than willing to pay a fee to get an engineer out - what's the earliest we could have one?
Thank you again
Dylan
Dear Mr Watkins thank you for your Email setting out the events as they happened. The engineer that repaired your boiler on the 29/09/08 reported that the high tension lead on the boiler was intermittently shorting out and therefore he replaced it. There was no mention in his report or in the conversation I had with him, regarding “a pipe” to which you refer as being in the wrong direction?
We as a company offer to service our customers boilers during the summer months at reduced price, this offer is subject to pre payment by the customer and we can specify when we can carry out the task in order that we can fully utilise our work forces time. Therefore we can not always service customers boilers straight away, rectification of our workmanship is another matter and our service department usually responds as soon as is possible.
When you called us on the 24/09/08, the earliest appointment where we could guarantee the engineers arrival time was the first call of the day on the 29/09/08. Any other appointment time cannot be guaranteed due to operational reasons such as traffic. This being the case then we believe that our response was reasonable taking into account all the factors such as a weekend betwixt the dates involved when we are closed and the need for a guaranteed appointment time. Clearly you are not content with the level of service that we provided and as such I will arrange for the pre paid service charge to be refunded.
Yours sincerely
Steve Gentry.
From: Dylan Watkins [mailto:[email protected]]
Sent: 30 September 2008 15:04
To: Steve Gentry
Subject: RE: BOILER SERVICE
Thanks Steve.
01/9 original request made for boiler to be serviced - no answer from email
08/9 follow up request made to get boiler serviced. Email and calls accepted. Appointment booked in for 15/9
15/9 missed appointment as engineer ill. Boiler at this point works perfectly and has not failed since install.
19/9 boiler serviced - though pipe not set correctly. Boiler fails.
(we go away to my parents returning late Tuesday 23rd) - arrive home to no heating/hot water and red light flashing twice on boiler.
24/09 calls and emails to say boiler isn't working due to pipe being pointed in the wrong direction
(no heat or hot water)
29/09 boiler finally gets fixed
What's really annoying is that I had the boiler serviced due to your offer. Sadly it has not been a smooth process - you will see I sent emails to request a service back on 1/9 though this wasnt actioned until 8/9. We were without heat and hot water for 10 days (albeit away for 4 of these). We were told there were no appointments and the earliest was 29/09 (though an operator would of called if a late appointment became available - sadly it didn't).
________________________________________
From: Steve Gentry [[email protected]]
Sent: 30 September 2008 14:11
To: Dylan Watkins
Cc: Kevin Crozier
Subject: RE: BOILER SERVICE
Dear Mr Watkins thank you for your Email message. Without Prejudice
I have examined our records regarding the events that you claim, unfortunately our records to do concur with the events that you report. A service appointment was made for the 19/09/08, unfortunately the engineer concerned reported sick on that day and therefore we contacted you and advised of the situation. An other appointment was made with you to service the boiler on the 19/09/09 which was fulfilled. On the 24/09/08, 5 days later you reported that the boiler was not working and we re attended to the boiler after agreeing this date with your self the 29/09/08.
If you consider that the foregoing is not an accurate reflection of the events, please advise accordingly and I will arrange to credit the monies paid for the boiler service which we provided as a gesture of goodwill.
We believe that we have tried to resolve your issues as quickly as possible given the fact that we need you cooperation in gaining access to your boiler.
Yours sincerely
Steve Gentry
-----Original Message-----
From: Dylan Watkins [mailto:[email protected]]
You had to reattend as your engineered FAILED in servicing the boiler. The boiler malfunctioned ON THE SAME DAY OF SERVICE.
Absolutely useless. We were then without heating and hot water for nearly a week.
Upon your 'good will' repair (due to YOUR mistake) he realised he hadn't put a pipe back correctly (he stated hadn't pointed it in the right direction).
You call this service? I have a nine month child and we didnt have any heating due to your cockups. This was relayed to your operators.
I have cc'd in WATCHDOG to this email and will start emailing every consumer editor I can think of.
Refund immediately otherwise I'll also instruct my credit card company to reimburse under Section 75 of the Consumer Credit Act.
________________________________________
From: Steve Gentry [[email protected]]
Dear Mr Watkins. Without Prejudice
Thank you for your Email regarding your boiler. We are sorry to hear that you were without heating or hot water for 6 days. Unfortunately there is no provision for compensation if we are unable to attend to a customer's boiler due to engineer sickness. In respect of the payment for servicing your boiler, we have fulfilled our obligations and therefore we believe we are entitled to be paid for our services. In addition we re attended the boiler to replace the high tension lead that failed 5 days after we had serviced the boiler and left it in a working condition. This work was carried out on a free of charge basis as a gesture of goodwill.
Yours sincerely
Steve Gentry
________________________________________
From: Dylan Watkins
Sent: 24 September 2008 07:38
To: Dylan Watkins; [email protected]
Cc: [email protected]; [email protected]; [email protected];
Please could someone call me urgently about a boiler service failure
________________________________________
From: Dylan Watkins
Sent: 08 September 2008 13:50
To: [email protected]
Cc: [email protected]; [email protected]; [email protected]; [email protected]
Subject: BOILER SERVICE
Hi
A few weeks ago I sent an email about getting my boiler serviced - you sent me a letter for a special offer. I have tried calling numerous times but the phone is either busy, operatives busy or just rings.
I still havent heard anything and would like to arrange ASAP as I am going away.
Can you get back to me with some dates?
Over the last 4 years it has been replaced (yeah I know - a new one), 4 new PCBs, tension lead....
Now it is leaking from the front and has caused the fuses in the house to blow.
I had a Keston service in September (useless - they refunded)
Details below
Dear Mr Watkins thank you for your Email of to days date. I understand that you sent two Emails previously to my inbox and were acknowledged indicating that I was out of the office. I also understand that you have contacted our service department and were advised that due to an unprecedented volume of work load we are experiencing we cannot attend to your boiler. I would confirm that this is the case and would suggest that you contact British Gas or a CORGI registered engineer who may have the capacity to assist you.
Yours sincerely
Steve Gentry – Technical Support.
From: [email protected] [mailto:[email protected]]
Sent: 24 November 2008 09:14
To: Steve Gentry; Keston Boilers Ltd
Subject: RE: BOILER SERVICE
Importance: High
Steve
Any news on a time and day - we are now quite cold.
Thanks
Dear Steve
Many thanks for sorting out the refund - very much appreciated.
Our boiler is still causing problems - it cuts out intermintently (about 1 a week) with a flashing red light and today it gave up the ghost blowing the fuses in the house!
Pools of water form from the bottom right hand corner (front). I am wondering if this has got on to the electrics at all? The boiler makes thumping/crackling noises.
I am more than willing to pay a fee to get an engineer out - what's the earliest we could have one?
Thank you again
Dylan
Dear Mr Watkins thank you for your Email setting out the events as they happened. The engineer that repaired your boiler on the 29/09/08 reported that the high tension lead on the boiler was intermittently shorting out and therefore he replaced it. There was no mention in his report or in the conversation I had with him, regarding “a pipe” to which you refer as being in the wrong direction?
We as a company offer to service our customers boilers during the summer months at reduced price, this offer is subject to pre payment by the customer and we can specify when we can carry out the task in order that we can fully utilise our work forces time. Therefore we can not always service customers boilers straight away, rectification of our workmanship is another matter and our service department usually responds as soon as is possible.
When you called us on the 24/09/08, the earliest appointment where we could guarantee the engineers arrival time was the first call of the day on the 29/09/08. Any other appointment time cannot be guaranteed due to operational reasons such as traffic. This being the case then we believe that our response was reasonable taking into account all the factors such as a weekend betwixt the dates involved when we are closed and the need for a guaranteed appointment time. Clearly you are not content with the level of service that we provided and as such I will arrange for the pre paid service charge to be refunded.
Yours sincerely
Steve Gentry.
From: Dylan Watkins [mailto:[email protected]]
Sent: 30 September 2008 15:04
To: Steve Gentry
Subject: RE: BOILER SERVICE
Thanks Steve.
01/9 original request made for boiler to be serviced - no answer from email
08/9 follow up request made to get boiler serviced. Email and calls accepted. Appointment booked in for 15/9
15/9 missed appointment as engineer ill. Boiler at this point works perfectly and has not failed since install.
19/9 boiler serviced - though pipe not set correctly. Boiler fails.
(we go away to my parents returning late Tuesday 23rd) - arrive home to no heating/hot water and red light flashing twice on boiler.
24/09 calls and emails to say boiler isn't working due to pipe being pointed in the wrong direction
(no heat or hot water)
29/09 boiler finally gets fixed
What's really annoying is that I had the boiler serviced due to your offer. Sadly it has not been a smooth process - you will see I sent emails to request a service back on 1/9 though this wasnt actioned until 8/9. We were without heat and hot water for 10 days (albeit away for 4 of these). We were told there were no appointments and the earliest was 29/09 (though an operator would of called if a late appointment became available - sadly it didn't).
________________________________________
From: Steve Gentry [[email protected]]
Sent: 30 September 2008 14:11
To: Dylan Watkins
Cc: Kevin Crozier
Subject: RE: BOILER SERVICE
Dear Mr Watkins thank you for your Email message. Without Prejudice
I have examined our records regarding the events that you claim, unfortunately our records to do concur with the events that you report. A service appointment was made for the 19/09/08, unfortunately the engineer concerned reported sick on that day and therefore we contacted you and advised of the situation. An other appointment was made with you to service the boiler on the 19/09/09 which was fulfilled. On the 24/09/08, 5 days later you reported that the boiler was not working and we re attended to the boiler after agreeing this date with your self the 29/09/08.
If you consider that the foregoing is not an accurate reflection of the events, please advise accordingly and I will arrange to credit the monies paid for the boiler service which we provided as a gesture of goodwill.
We believe that we have tried to resolve your issues as quickly as possible given the fact that we need you cooperation in gaining access to your boiler.
Yours sincerely
Steve Gentry
-----Original Message-----
From: Dylan Watkins [mailto:[email protected]]
You had to reattend as your engineered FAILED in servicing the boiler. The boiler malfunctioned ON THE SAME DAY OF SERVICE.
Absolutely useless. We were then without heating and hot water for nearly a week.
Upon your 'good will' repair (due to YOUR mistake) he realised he hadn't put a pipe back correctly (he stated hadn't pointed it in the right direction).
You call this service? I have a nine month child and we didnt have any heating due to your cockups. This was relayed to your operators.
I have cc'd in WATCHDOG to this email and will start emailing every consumer editor I can think of.
Refund immediately otherwise I'll also instruct my credit card company to reimburse under Section 75 of the Consumer Credit Act.
________________________________________
From: Steve Gentry [[email protected]]
Dear Mr Watkins. Without Prejudice
Thank you for your Email regarding your boiler. We are sorry to hear that you were without heating or hot water for 6 days. Unfortunately there is no provision for compensation if we are unable to attend to a customer's boiler due to engineer sickness. In respect of the payment for servicing your boiler, we have fulfilled our obligations and therefore we believe we are entitled to be paid for our services. In addition we re attended the boiler to replace the high tension lead that failed 5 days after we had serviced the boiler and left it in a working condition. This work was carried out on a free of charge basis as a gesture of goodwill.
Yours sincerely
Steve Gentry
________________________________________
From: Dylan Watkins
Sent: 24 September 2008 07:38
To: Dylan Watkins; [email protected]
Cc: [email protected]; [email protected]; [email protected];
Please could someone call me urgently about a boiler service failure
________________________________________
From: Dylan Watkins
Sent: 08 September 2008 13:50
To: [email protected]
Cc: [email protected]; [email protected]; [email protected]; [email protected]
Subject: BOILER SERVICE
Hi
A few weeks ago I sent an email about getting my boiler serviced - you sent me a letter for a special offer. I have tried calling numerous times but the phone is either busy, operatives busy or just rings.
I still havent heard anything and would like to arrange ASAP as I am going away.
Can you get back to me with some dates?
