Bosch UK Boiler Repair Under Guarantee

Gwyn1

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#1
And now a rant of my own.

On the 18th October I got up to find we had acquired a miniature paddling pool in our kitchen, fed by a jet of water out of the Worcester Bosch Central heating boiler.
I immediately switched off the main water supply tap, and called the company that had originally installed the system. A Bosch accredited engineer arrived within 2 hours, and identified the problem as a faulty seam in the plastic moulding of the Boiler Supply manifold. A common failure in this model, so he always carries at least two spares in his van..
He stated that, although the Boiler was still under guarantee, if he repaired it, he would have to bill us for the repair.
I told him to carry out the repair, and I would claim the cost of the manifold from Bosch UK.
The Boiler was repaired and tested within an hour, and I paid the relevant cost.

That evening, I emailed Bosch giving all the Boiler details they requested on their Terms and Conditions page of my Guarantee Certificate of registration, and requested a refund of the cost of the Manifold’
Unfortunately Bosch rejected my application referring me to Section J of their new on- line guarantee terms and conditions which states ‘All work under a guarantee needs to be carried out by ourselves – Third party work is not covered’
They also pointed out that their emergency service team will always attempt to respond to a call out in 3 to 5 working days.

I responded by pointing out that:-
Section J is not listed on the Terms and conditions of my Guarantee Certificate of registration issued to me by Bosch UK
The repair was carried out by an accredited Bosch service engineer
The Supply Manifold has an obvious Design/manufacturing problem causing a seam to pull apart
A week without Heating and water would have been unacceptable
Subsequently on the 23 Oct I received an acknowledgement of my email, stating that they would get back to me within 28 Days. With 4 days left, I have yet to receive any further response.
In anticipation of no response, any suggestions on what my next move should be?
 

lescantle

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#2
Say you have been in touch with the bcc watchdog program and they are waiting for the time of response to expire to look into the issue,If you paid by credit card you can get in touch with them and they will look into it
 

Gwyn1

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#3
To complete this rant, I have just received the following reply to my complaint :-

Thank you for your recent correspondence. Please accept my apologies for the response time to your complaint. It has been below our normal service level.

I do appreciate the concerns raised in your initial email, that on discovering a water leak you wished to resolve the problem swiftly. Had Worcester Bosch been advised of the fault we would have secured the date of the engineer’s appointment during the initial call to our contact centre. During the appointment, the engineer would also attempt to identify the cause of the fault in order to provide reassurance that the fault would not re-occur.

A flow manifold can fail due to outside influences. For example, if the incoming cold water mains pressure entering the property is too high. This information is provided within the installation guide and some installations do require a pressure reducing valve to be fitted.

Worcester Bosch engineers receive training only on our own products and their vehicles carry the majority of spare parts required to complete a repair as well as specialist diagnostic equipment. Although Worcester Accredited Installers receive training and accreditation from Worcester Bosch, they are not employees of the company and are not employed to carryout repairs under guarantee. Customers are of course free to instruct third parties to carryout repairs on boilers under guarantee with Worcester Bosch. However, Worcester Bosch will not guarantee the repair or the part(s) fitted. We are unable to pay for work completed by third parties. Having been made aware of how to obtain a free of charge repair by your installer, we are unable to accept liability for the costs incurred.

To assure you of our confidence in the product and as a gesture of goodwill on this occasion, I would like to offer you a one year extension of the manufacturer’s guarantee from 19/06/2020 to 19/06/2021.

Yours sincerely,

Russell Barrett

Customer Relations Co-ordinator

BOSCH Thermotechnology Ltd

So it appears that Bosch are blaming the fault on the original installation team for not following the Bosch installation guidelines !!
And WOW they are giving me an additional 12months guarantee as compensation !!!
 

JimmyP

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#4
If the engineer is Bosch accedited I can't see any problem why Worcester can't pay the charge , if it was just some random from the yellow pages I could see there point , trading standards might be worth a call
 

leemoo

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#5
Another point is, how can they guarantee there product for another year if they are not willing to accept the engineers work that has been done to fix this in the first place? Kind of a contradiction don't you think?
Lets say that same part goes and you contact them, will they just yet again wash there hands of this saying that they have on record this part has been fixed by a 3rd party?
 
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