Boiler doesn't work Vaillant not interested

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Vaillant EcoTEC Plus 831
★★★☆☆
2.5
33.0% of users recommend this

Guest's review of Vaillant EcoTEC Plus 831

“Boiler doesn't work Vaillant not interested ”

★☆☆☆☆

written by on 17/12/2014

We had a Vaillant ecotec boiler installed in January 2010. in September 2011 a new sensor was fitted in September a new water equaliser?? was fitted in October 2014 we were told the boiler leak was due to the heat exchanger and a new one required.
I wrote to Vaillant to complain and say I did not believe the boiler was fit for purpose and would like them to replace the boiler. I received the response below.

I am very sorry to learn of the problems that you have experienced. Please be assured that we manufacture some of the most reliable and efficient products on the market and the model that you have selected has on the whole proven very reliable in the field.

Your appliance was supplied with a twelve month guarantee supported by our Group Service organisation in order to protect our customers against manufacturing defects. Outside of this period, our customers are offered the option of either taking out an extended warranty policy or enlisting the services of our, or a local engineer, on a chargeable basis as and when is necessary.

Upon checking our records, I note that our engineers have never visited your property; therefore we have never seen your appliance ‘in-situ’ to undertake a firsthand inspection, we regret that we are unable to comment on any diagnosis or repair carried out by your installer.

Regrettably on this occasion, we are not able to consider your request to have a replacement boiler.


However if you would like to have one of our Group Service Engineers to inspect your appliance, this would be on a chargeable basis, as the appliance is now outside of the manufactures guarantee. To arrange this please contact our Service Centre where one of our operatives will be able to discuss the options available to you.

Whilst I understand that the contents of this letter may be of some disappointment to you, I trust that the above clarifies our position and regret that we are unable to write more favourably on this occasion.

Given that Vaillant are supposedly market leaders why would they want to risk their reputation for a few thousand pounds by not fitting a new boiler.
I questioned the British Gas engineer about the quality of the work of the engineer (not british gas) who had installed the system and they said it was of a good standard.
British Gas fixed the problem but I could NOT recommend a Vaillant boiler which FAILED SO MANY TIMES IN 4 YEARS. I would suggest you don't even consider Vaillant.

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