Hi..new one here...
I have had EON cover for 6 months, since we moved into our new house. Previously we've used British Gas, who I actually emailed to say how pleased I was with their service.
EON have been awful. We've had 8 call outs, and 13 visits, for our combi boiler. It's hard to get through to their call centre, and when you do, their quickest attendance is a good few days in the future (Lastest breakdown - right now - has been booked in for next Monday - it's currently Tuesday - and we have no heating or water - they are blaming sickness in our area, but it's been this way everytime I've called)
When their engineers do attend, they've all seemed generally jaded by EON. They look through the instruction book, and order a part, and leave. This has happened each time. If you chase the parts arrival, it tends to be the following week. If you don't, they don;t call.
An exciting recent development has been their new computer system. Twice, since november, I've waited for engineers, and they've not turned up. When calling to check, (10 minute Q) I've been told that the appointment has been booked, but an engineer hasn't been allocated.
I've complained, and their complaints dept will not reply.
I understand that boilers ae complicated - and I appreciate that you can't always tell what the issue is, but with British Gas, in the previous house, the engineers tended to open the boiler, check it out, and replace parts if they could. If not, they got them quick. They also tried to get it going - EON engineers do not even attempt.
Interestingly when you do finally get the engineer to fit the part, he'll report back that he's just there to fit the part, and if it doesn't fix it, you'll have to call the call centre to get another engineer to inspect it.
I wish I'd never bothered with them.
SOmetimes, paying less is not a good idea.
They must have lost £100's on me now...but I'm left with 2 kids, in the middle of winter (it's minus 2 at the min) with no heating or water. And I reckon it'll be that way for at least 10 days.
Brilliant.Does anyone have any suggestions of how I can get someone to fix this properly, make a proper complaint, or share their issues? '); //-->

Dump em. Switch back to BG or try S And S, rang them to say my new boiler was not working the engineer phoned me 30 minutes later arrived 10 minutes later, Fixed it within 20 minutes best service I've ever seen and you always get through to the call centre no faffing pressing endless buttons, if you ring them they will tear your hands off for the business.

I'd really like to do that, however I've got 2 concerns -

1) Boiler isn't working, and I'm worried that BG will charge to fix it on the first inspection - I'd rather EON tried to fix it first.

2) Contract says I can get out of it at any time, but if my monthly payments hadn't covered the cost of the visits and parts up to now, they could claim that money back. This I think up to now, will be £100's.

Recent developments - I called them on new years eve to see if I could get them quicker - it was -5 in Manchester on Weds. They told me that we were'nt classed as vulnerable enough. My contract states 365 days a year - there's no astericks against it saying that a 20 year old phone operative can judge my vulnerabilty!.

Hi

They have a duty to care unfortunately Energywatch [watchdog] has just been dissolved. I would ring scottish and southern [swalec, southern energy] tell them frankly whats happened normally and depending on the time of year when you sign up they book you in for boiler and central heating test / maintenance straight away and take it from there

re the contract as long as you are within your terms of contract rather than you breaking the contract I would say they have already broken the contract an alternative is to ring them give them a reasonable time to respond and repair and threaten them to call an independent fitter out and bill them, tell them you will report them to ofgem the regulator

Thanks,

These are all really good points, if I can get through to them I'll tell them!

Thing is with E ON - they have some really good engineers, and I've read others' stories about problems with them refusing to get someone out at all - they never do this...they're just in a bit of a mess at the minute. The strike me as a company trying to do their best, but that really shouldn't be in this business..they don't have the resources.

As soon as it's fixed I'll phone BG and S &S.

Thanks for your help!

I've worked in the industry I believe its better to be with a company with good service although the boiler and supply are 2 different divisions I have always found S and S to be by far the best over 5 years the difference in prices from the best to worse is only about £90, so hardly worth chopping and changing