written by ABofShotleyBridge on 16/04/2016
Our old Potterton, which was around 15 years old finally broke down after 13 incident-free years and since they no longer manufactured the spares needed (a new board) we opted for a new Baxi Duo-tec 28 Combi ErP, which is an lpg boiler. Our friendly installers had the boiler installed on the next working day, a Monday. All seemed fine but then the boiler didn't switch on as per the timer. Thought nothing more about I, and performed the start manually. Same thing happened next morning, except it was minus one overnight so a cold start. This happened again so I had my installer look at it. He thought it needed a bit of adjustment and it worked ok. However, on the Friday morning it failed to start and nor could I start it manually. The installer came out again, said that Baxi would not permit him to tinker further and called Baxi out. That meant another cold day. To be fair, Baxi had a man out on the Saturday and things were looking up. Bad news. It was the board that had failed, and the engineer admitted that whilst he has spare boards he didn't have one for an lpg boiler, even though he knew he had been called out to an lpg boiler. A new board would only be delivered on the following Wednesday, which meant another 5 days of freezing cold temperatures, no heating nor hot water. We were not best pleased. Why not simply replace the entire boiler on the Monday? We wrote and complained to Baxi customer services and received a haughty, arrogant letter back, with no apology, effectively suggesting that it was our fault that we hadn't provided a mobile number for the engineer! What this had to do with the whole episode is beyond us. Suffice to say that whilst the boiler has performed well since, do not expect Baxi to apologise for supplying a faulty brand-new product, nor expect them to show any compassion for their customers who may be freezing cold. The customer is King ? Not in the eyes of Baxi!
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