British Gas fault / complaint - advise needed - HotUKDeals
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British Gas fault / complaint - advise needed

astonmart4321 Avatar
6y, 3d agoPosted 6 years, 3 days ago
In 2008 my dad got convinced by British Gas to change the exisiting boiler to a new energy saving condensing boiler .
To drain the condenstate there was an external pipe that had to be fitted .
Problem is in the cold weather snap the external pipe freezes and the boiler goes off So we have to defrost it constantly with hot water and wait etc which is a pain in this weather , My dad has passed away so its left to my mum to do and as she is an OAP , it's diffucult for her .

Apprently from what the engineer said when he came to check the boiler , it is a problem that they have only now realised in the cold weather and that it's not their fault . They are now suggesting that we have to payy £200 for some new gadget that they can provide and fit to help with this .

Do you think it is BG should pay for some sort of prevention of the pipe freezig up since it was there suggestion of suggesting this type of boiler ?

Any help / advise appreciated .
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astonmart4321 Avatar
6y, 3d agoPosted 6 years, 3 days ago
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1 Like #1
The legal terms "fit for purpose" and "free from defect" spring to mind, both from the Sale Of Goods Act, which you should google for and read up on.
1 Like #2
If you paid for their advice and bought the system they recommended then they are responsible under the 'fit for purpose' consumer laws.

Even though the system is 2 years old, the circumstances of its failure obviously only occur in these weather conditions.

Be patient, polite and persistent but don't be put off and DON'T pay anything else to get it fixed. They have to make it good by law.

Useful link

You have up to six years after you bought a good to complain
(In Scotland, it's five years after you first realised there was a problem)

This comes in handy if you buy goods, but don't use them for a few months or if something breaks after the six month rule and the fault was likely to have been there all along. Yet the longer it's been and the less durable the item, the harder it'll be to fight for a full refund. In such a case, you might have to accept a partial refund or credit note.

Edited By: cannyscot on Nov 30, 2010 11:20: Additional info
#3
DXX -

are you suggesting that this could be used to help us out ?
The boiler I can assume was free from defect , but I'm unsure about fit for purpose as the temperature has dropped to minus -2 which not be unexpected in a Birmingham suburb at or aorund winter time ?
So could I complain based on this reason ?

Edited By: astonmart4321 on Nov 30, 2010 11:16
[helper] 1 Like #4
Worcester boiler is it? This is what they advise on their website

The condensate pipe is a plastic pipe (black, white or grey), coming from the bottom of your boiler. If this pipe is less than 32mm in diameter and runs outside of the property or through a non-heated area then it should be fully insulated with waterproof lagging.
http://www.worcester-bosch.co.uk/homeowner/customer-service/common-winter-boiler-enquiries

Was the pipe lagged? Just google condensate pipe lagging and you should find lots of threads about it....
#5
Thanks Gari -

In 2008 BG told my dad to get the lagging himself and put it on - so he did . I'm surprised they told my dad to do it himself !
The issue I have is that why have they recd and fitted this boiler if it's going to have a problem like this in cold weather that is to be expected in a British weather !
If we were told about this we wouldnt of changed it in the first place . They persuaded my dad to fit this boiler which has turned out to let s down when we need it most .

Do you think I can complain based on not fit for purpose ?
[helper] 1 Like #6
astonmart4321
Thanks Gari -In 2008 BG told my dad to get the lagging himself and put it on - so he did . I'm surprised they told my dad to do it himself !The issue I have is that why have they recd and fitted this boiler if it's going to have a problem like this in cold weather that is to be expected in a British weather !If we were told about this we wouldnt of changed it in the first place . They persuaded my dad to fit this boiler which has turned out to let s down when we need it most . Do you think I can complain based on not fit for purpose ?
Did they leave the installation instructions for the boiler? or are they available on line? I would have a read and see what the installation instructions of the boiler say. If they state the pipe should be lagged or they have used a smaller sized diameter pipe than recommended by the boiler manufacturer then the installer has not complied with the installation instructions for the boiler. I'd google and have a read in some of the DIY forums and see what you can come up with....
2 Likes #7
They fitted it.
They have to fix it.
Contact them and state that it is not fit for purpose and ask how they plan to put it right.
This should not cost you anything. as it is their fault.
1 Like #8
I have a similar problem and sorted it myself in the end, I agree that BG should be the ones responsible but having had dealing with them myself over the years and for the same problem I wouldn't hold your breath..
I went on to the boiler manufacturer website mine happens to be a Worcester and they advised to put extra lagging on the waste pipes coming out of the boiler, all the way down to the drain..
This solved the problem for me..
Hope this helps in some way..
#9
CannySCOT ....
I hear what you are saying , and we told them this yesterday , but it isn't broken as such . BG have stated that there is no fault with the boiler , that it is the weather that has caused a problem ( I assume they put it to freak weather conditions but it is only minus 2 or so which is to be expected) .
I've been reading up on this condenser boiler and some people have used an alternative internal method of draining , but when asked the BG engineer stated that it was impossible in our kitchen to drain it internally . My point would be then why bother to install this type then !

I'm starting to get annoyed with BG
#10
Shoe girl ,,, thanks for the info ... I have used newspaper as temporary lagging above the lagging that is already there .
BG engineer who came yester day stated that there is a new heating developed by BG that they can for for £200 - it is alot consideering it was mis planning on BG side .
Do you guys thinks its worth trying and is it worth arguing based on the unfit for purpose line ?
1 Like #11
astonmart4321
CannySCOT ....
I hear what you are saying , and we told them this yesterday , but it isn't broken as such . BG have stated that there is no fault with the boiler , that it is the weather that has caused a problem ( I assume they put it to freak weather conditions but it is only minus 2 or so which is to be expected) .
I've been reading up on this condenser boiler and some people have used an alternative internal method of draining , but when asked the BG engineer stated that it was impossible in our kitchen to drain it internally . My point would be then why bother to install this type then !

I'm starting to get annoyed with BG


I can well understand your frustration.

But although it isn't broken, it isn't working.

You bought it to heat your water, not as an ornament!

My folks had a similar problem and BG tried to palm them off with 'it's the weather' excuses.

I spoke with them and asked if they had ever noticed that the weather sometimes gets cold in the winter or was their central heating only for summer use.

They sent someone to change the diameter of the plastic pipe, hang it vertically instead of almost horizontally, and lag it properly.
3 Likes #12
In my opinion the engineer is trying to sell another item to you as solution to your problem. I would highly recommend to stand firm and tell them that you plan to seek advice on the Sale of Goods Act.

From your posts it looks like that you are losing heart and starting to believe that its not BG problem.

They advised it.
They installed it.
So this is their problem. and the very fact that they have a solution in place (which they are trying to sell to you) tells me that they know that this is their problem.

Stick to your ground.
#13
if not for the technicle support your moral support is well appreciated ,

Is it sales of goods act , not fit for purpose I should argue on ?
1 Like #14
The Sale of Goods Act 1979
Conforming to contract
The Sale of Goods Act, which governs whether there is a lack of conformity with the contract, says that:
• Goods should match any description given to them.
• Goods should be of satisfactory quality i.e. they should meet the standard a reasonable person would regard as satisfactory, taking account of any description of the goods, the price (if relevant) and all other relevant circumstances.
• The quality of goods includes their state and condition and the following (among others) are, in appropriate cases, aspects of the quality of goods -
(a) fitness for all the purposes for which goods of the kind in question are commonly supplied,
(b) appearance and finish,
(c) freedom from minor defects,
(d) safety, and
(e) durability.
• Goods should be reasonably fit for any particular purpose that was made known to the retailer (unless the retailer disputed their appropriateness for that purpose at the time).
#15
canny - that is soo helpfull ..thanks for that
banned 2 Likes #16
astonmart4321
CannySCOT ....
I hear what you are saying , and we told them this yesterday , but it isn't broken as such . BG have stated that there is no fault with the boiler , that it is the weather that has caused a problem ( I assume they put it to freak weather conditions but it is only minus 2 or so which is to be expected) .
I've been reading up on this condenser boiler and some people have used an alternative internal method of draining , but when asked the BG engineer stated that it was impossible in our kitchen to drain it internally . My point would be then why bother to install this type then !

I'm starting to get annoyed with BG


I would be calling them back and saying you expected a boiler to be able to operate in temperatures of -2, otherwise why have a heating system if you can't use it when cold.

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