No heating

[annie]

I am really annoyed and frustrated this am, not to mention frozen and unable to have a bath!!!

My boiler is not working, rang to report it - 20 mins on hold. Got through to be told I have rung wrong no>. gave me the number & it was the number I had just rung!!!!! wHAT?????? When I told him, he said OH they must have been busy & transferred you here. gave me an alternative - another 15 mins to get through, to be told they were vwery busy & someone would come out Wednesday 5 days away and Christmas Eve. I explained I had a severely disabled husband &couldn't possibly manage without hot water & heating for 5 days. Told me they could put me on priority list & then MAY get it done on tues ( 4days), if they got cancellation. I was furious & rang the complaints dept. 45mins on hold!!!!!! This time, a very sympathetic lady, who said she would sort it. Another 10 in on hold then she said they couldn't help as they were adamant no sooner apppts.
She urged me to ring customer relations on Monday & complain to them saying they will probably send someone same day. An hour later, she rang back & said she had had another go at them & they had brought it forward to tues .
4 days is still not good enough

[wendy]

Who is your supplier?

[maureenho]

Oh Annie that is not good you having to wait all that time to be fixed, why does heating go wrong in winter and so near christmas it is such a worry, ours went wrong last year and we had to wait about 3 days for the part to fix it but they did loan us a heater, we have an electric shower so that wasn't effected.

[JaneJ]

That really is disgraceful service Annie.

You should be at the top of the list!

[annie]

I have been with them 15 years and have had very good service up until today. I have tweeted them my displeasure and will be on to the elusive customer service dept on monday first thing.
I am with Baxi/Domestic and general Wendy

[chenrezig]

Annie, I have replied n retweeted

Liz xx

[wendy]

I am pleased you tweeted them Annie, I have retweeted but I had to search for your tweet.
I found it through looking at Liz's

[annie]

Thankyou both for your support and retweeting. They haven't replied , but noone will look at them until mon I reckon & by then I will be on the phone to them with bells on!!!!!

[Rosalind]

You should be a priority Annie and they should have come out today. You cannot managed that long, it is disgusting h###u h###u .

[annie]

Well, the saga continues. I rang this am, got straight through to a lady who said she needed to pass me on to senior management, which she did. Got another lady who pointed out that their policy is to get someone out within 5 working days, I explained yet again about having a seriously ill and disabled husband & reiterating that is was not good enough - she said I could always call out an independent engineer, however , if I did that the callout had to cost no more than £130 & then I would have to ring them to negotiate if parts were needed which they may or may not pay for depending on cost. I was flabberghasted!! I said how am I going to get a heating engineer out at short notice apart from the fact that I don't know of any. Her answer was to look in yellow pages. She did however say she would ring BAxi and see if they could come any sooner. It is now 1 1/2 hours later & she hasn't rung back. No surprise there then. Looks like tomorrow it is then!! I just hope it is repairable , it is 15 years old! I can't bear the thought of no heating or water aver Christmas.

[coffee]

hi Annie sent you a pm on some organizations that will help but get in touch with national grid who have a priority list coffeex

[annie]

Coffee, I have not received a pm from you!

I have borrowed Warren's Dyson heater, it is fab, really warm and virtually noiseless, but they are expensive to buy, I had no idea he had a Dyson or I would have asked sooner

I rang back later on & got a different person, who knew nothing about it, I told her the tale all over again & asked if they had priority last for customers who are elderly, ill or disabled & she said all our customers are important to us & we try to treat them equally!! So in effect - NO!!! She did offer to ring Baxi & try and get them to come earlier, but 10 mins later she rang back to tell me no, it would still be Tuesday, but I would get compensated ( don't know what that means!)

[coffee]

that is no good enough have resent you a pm hopefully you should get it this time also get someone to write to your boiler company - complaint and The Office of the Ombudsman - energy who is a person who has been appointed to look into complaints about an organisation sent you a pm also with this info coffeex

[annie]

We have heating!!!!!
The engineer rang at 7.50am, he was here at 8.05am & fixed by 8.30am. He was appalled when I told him how long we had waited, said he couldn't understand it, they were not busy & he could have come yesterday as he was in Burnley. This made me angrier than ever & I was just getting ready to ring them and demand answers when I got a call from customer services to check the engineer had rung, I told her it was fixed & also what he said, she is investigating & will ring back this morning. Watch this space!!!

[maureenho]

What a relief you now have heating.

Someone should get their backside kicked for making you wait longer than needed.

[annie]

They have rung back apologised profusely for the delay, told me it should not have happened, they are offering me £60 compensation for the delay & a further £25 because the engineer had said it was uneccesary. I asked what would happen if I had another breakdown, as I would be afraid of being left with no heating again, she said in view of what happened this time, they would try their best to get it fixed speedily.

[wendy]

good news indeed.
xx

[Misspears]

So glad you have got heating Annie

[Rosalind]

That is great news Annie, glad it is all sorted h###u .