Hi Brian

Many thanks for the email you sent me. I've replied to this and included the link I referred to earlier.

I would send all the documents involved to the address in the link. This will ensure they will be received and dealt with directly by the correct people.

As I said previously, if you're not satisfied with the response/resolution, escalate the complaint through the management structure. Details of the Director responsible are also included in the link.

Hope this helps Brian. Let men know if I can help further as will be happy to do so.

Malc

Hi Malcho

Many thanks for your reply. Yes the whole situation has been awful. Eon made me the offer over the phone of 50/50 which I have declined. I asked if they could confirm their offer to me in writing which they said they are not obliged to do. I have written a letter of complaint complete with photos and documentation to back up my claim. I will be sending this by recorded delivery and I have asked for a response within 10 working days. This is the stage I am at, at the moment.

I had a new boiler fitted on 21st December. The quote for this as well as another will be sent to Eon as well.

I am doing things correctly? Your feedback will be much appreciated.

Regards

Brian

Thanks Jalexa,

I didn't follow up on the point about 'breakdown policies' since I have never had one. It seems to me that the clauses they contain often make them almost useless, and the cost per year seems to be very high for such a 'guarantee'.

For me, a better 'piece of mind policy' is a local friendly honest engineer, who is reliable and efficient. I've used the same chap for many years, and recommended him so often that he gives me a Christmas present!

Skywalker:

"over the years i must have saved a fortune and my boiler is 26yrs old!"

False economy I'm afraid.

Possibly, but the proposition wasn't old boilers against new boilers but "so called" breakdown policies against self insurance. That proposition also applies to your new boiler. I nearly said "equally" but unfortunately new boilers are significantly more complex, read that as spares are expensive, than 20yo+ non-condensing boilers.

Anyway its a largely theoretical argument since when the old boiler eventually dies, in most circumstances a condensing boiler is mandatory.

And there has been the usual seasonal reporting of the disgrace of at least one big boiler breakdown service being unable to deliver on its guaranteed standards of service. At times like these most people would jump at the chance of 30% more expensive heat over no heat.

But I don't disagree with your positive argument.

And an aside, as unfortunately is common, the OP has disappeared without mentioning the make, model and vintage of boiler, but I can tell from the mention of "pilot light" that it wasn't particularly modern, and from "diverter valve" that it was a combi. My advice that the "half-price" offer on a new boiler should not be discounted, stands.

"over the years i must have saved a fortune and my boiler is 26yrs old!"

False economy I'm afraid. I got a brand new condensing combi boiler last year. Cost me £3k fitted and commisioned. It replaced a 30+ years old Potterton which finally gave up the ghost.

What a HUGE difference.

The old boiler worked fine, but was SO INEFFICIENT that I was using about 30% to much gas supply which has cost me a pretty penny over the last decade. I no longer need a hot water tank (which has enabled me to install a shower stall) because water is heated only on demand.

Don't keep running a Rolls Royce consumption old boiler when you can get a Smart Car consumption replacement. Cheaper (and safer) is better. My gas bill has fallen by more than 30% over 12 months.

As a heating engineer ...... if the frost stat had kicked in .. normally set for 3-5oC then the boiler would have to fire up

As the boiler was not working then even if the frost stat had started then the only difference would be that the pump would have started and moving water has less chance of frezzing

BUT by leaving the case off I would consider contacting Gas safe register ... did he just turn the power of on the switch or did he remove the power cable/fuse cable ........... also what boiler is it you currently have

Hi botchsoul

I'm really sorry you've had such a nightmare. The whole situation must be causing you untold anxiety.

Unfortunately, I'm not clued up on the technicalities involved here as Central Heating is not my area of expertise. However, we have a formal complaints procedure for dealing with this type of situation.

You may already be following this and I apologise if I'm giving you outdated advice but I would certainly make sure this is logged through our formal complaints procedure.

A specialist will be appointed to investigate what has happened and will provide a written explanation/resolution. If you're not happy with this, the complaint can then be escalated through our management structure.

There are more details of this procedure on our website. Drop an email to the address in my Biography if you would like the link to this.

Again, I'm sorry you've had to suffer this amount of hassle.

Malc

botchsoul:

1) THEY SAID I HAD NO FROST STAT. YES I DID

With luck there will be some better legal brains than me along.

I'm really just commenting on two things. Firstly, and not to disbelieve you, you say you have a froststat, EON assert you don't. It's potentially central, so can you amplify why you think you have and up to the point of first boiler breakdown how you can be confident it would have protected the boiler and the circulating pipework (at least up to the first by-pass)?

Next, while on the face of it you have a strong case, if you want heat you will need to move quicker than legal process. So ISTM you shouldn't discount a new boiler for "8 or 900 quid". Remember these are "repair" policies, not elderly boiler "replacement" policies. That might be a good offer if you have an elderly boiler (and "elderly" can be as little as 10 years) and the replacement was a model you were happy with the quality of. And also assuming a prompt installation. That might seem tough but as the last poster pointed out these boiler breakdown policies and organisations are not all they are cracked up to be.

Alternatively, you may have to "take a chance" on your case and make your own arrangements for a replacement boiler. That might cost £2000. In those circumstances I can't give legal advice on what you could claim from EON.

MY God

What a story! and this is just the sort of reason why i have never ever in all my time as a house owner had a contract with any energy supplier.. over the years i must have saved a fortune and my boiler is 26yrs old! You have done us all a good service for highlighting your plight and I would get advice from a good solicitor and take them to the cleaners!!

This sort of problem is the reason why i have never ever insured an appliance or tv or anything like that.. and over the years it has definitely paid not to.. the thing is though that i am in a position to be able to pay if there were a catastrophy and it really pisses me off how companies push people to insure with them and don't deliver properly.. I have to say that this situation cannot be good for your mental health~! I would be so mad I would not be able to sleep and the anger would make me sick! I guess from now on you will just have the number of a good local chap who won't rip you off and can do a good job.. and for anyone who thinks i have an uneconomical boiler well no actually i don;t you see mine has lasted a long long time whereas rubbish tips are full of combis that only last for about 10 years and are always going wrong..and my bills are not so bad.. I feel for you I really do .. but you have done those that read this a good service by putting them off these rubbish companies. Take them to the cleaners mate and for the hardship you have had to suffer re no heating or hotwater.. what a shower of b...tards they are indeed!

PS Since 1986 when i moved into this house my glow worm boiler has hardly given me anytrouble. I have it serviced about once every two or sometimes three years for £50-00 and a few years ago i needed a new pump which cost about £200 all in with labour etc. My boiler man tells me i need a new one but it still has not let me down. I will always be able to manage withoug hot water as i have an electric shower and a dishwasher and hardly ever have the hot water on during may to october. One good tip for keeping warm ..befoe you get in bed.. lift up the duvet, get a hairdryer and blow for a few seconds... lovely and toasty bed!!! also ski socks are bloody fantastic for keeping your feet really warm and worth every penny.. I will be watching to see how you get on because they have really annoyed me so God knows how you feel.!!

Hi all. Please, please I need some advice and feedback on how Eon have left me in the lurch. To try and cut a long story short here we go. Weather outside - 8 Celsius. Boiler (which is located in the loft) stopped giving me heating and hot water, although at this stage the boiler still had a pilot light, pressure and power. This was on the Tuesday. Phoned EON to whom I pay £16 per month, they sent an engineer round on the Wednesday. He came, made a new appointment for Saturday and ordered some parts, these being a Gas Valve, PCB, Pump and DHW Limit switch. He was obviously trying to edge his bets. The boiler when he left still had power, a pilot light and pressure.

Engineer came on Saturday was here for approx 2 hours but could not fix the boiler. He was adamant it was the Gas valve but said the NEW Gas valve was faulty so he ordered a NEW NEW Gas Valve and made a 3rd appointment for the Wednesday. He left the boiler with no power at all, no pilot light the casing removed and most impotantly he did NOT drain the system. Engineer came Wednesday (turned up without the required part so that would of been a waste of time) but as we went to enter the loft the boiler burst. Luckily we were on hand to prevent what could of been quite catastophic events. Complained to EON obviously who said they are not liable for any damage due to the fact I had no frost stat and it was down to I quote, AN ACT OF GOD due to the fact the boiler froze. Of course I argued the Toss and made a few enquiries by speaking to a successful, highly recommended local Gas engineer to back me up.

1) THEY SAID I HAD NO FROST STAT. YES I DID

2) THE BOILER ONLY FROZE BECAUSE THEY LEFT THE BOILER OFF, WHICH WOULD PREVENT THE FROST STAT FROM WORKING.

3) THEY DID NOT DRAIN THE SYSTEM TO MAKE IT SAFE AFTER SWITCHING THE BOILER OFF.

So the questions I am asking are these.

1) IF YOU, AS A TIME SERVED BOILER ENGINEER HAD TURNED THE BOILER OFF, THERFORE ISOLATING THE FROST STAT, WOULD YOU HAVE DRAINED THE SYSTEM (BEARING IN MIND THE BOILER IS IN THE LOFT AND ITS AROUND -8 OUTSIDE AND HAS BEEN SOME WHILE) OR WOULD YOU HAVE LEFT IT.

2) ARE EON IN BREACH OF CONTRACT AND NEGLIGABLE FOR THERE ACTIONS.

3) CITIZENS ADVICE SAY I HAVE A GOOD CASE. DO I TAKE EON UP ON THEIR OFFER OR STAND UP FOR WHAT I THINK IS RIGHT AND JUST AND CHASE THEM FOR THE FULL AMOUNT.

Eon state they dont have to drain systems as a matter of course but as a gesture of goodwill ( me thinks there is a hint of guilt in that goodwill gesture) they will pay for half of the total bill for installing a new boiler. A bill of perhaps 8 or 900 quid before xmas is not good. If I fight EON for the full amount I will need to fork out for a new boiler with installation anyway, because as I type we have had no heating orwater now for 10 days.

Your Feedback would be much appreciated. Merry Xmas The Smiffs