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★★☆☆☆

“I had higher expectations”

written by on 21/03/2015

My scores reflect my experience of British gas.

Booking the work and paying excellent experience.

But I had issues with the engineer firstly he informed me he would not be inspecting part of the installation even though I had paid for a landlord cert and the appliance mentioned was connected to the gas.

Secondly the tests he performed were not adequate. his soundness test lasted just over a minute. OK, if there is no drop in that minute then its can be assumed the pipework is sound, but what he performed was not the standard test.

Then when I asked what the output of the boiler was he stated 25.5KW he then stated that's OK because you are allowed 5, No, the allowance is +-5%.

At this point I contacted Customer services, after stating my issue the line went dead. My second call to customer Services became very frustrating I did become loud but not rude or abusive. The customer services person just kept stating the work was safe and that having spoken to the engineer nothing more could be done, stated the engineer had even tested the pipework twice. But that was only at my insistence, This second test was performed correctly.
By this time the customer rep was telling me I was getting loud, Yes I was finding him very frustrating. He was not listening to my points and was looking to use my frustration against me to end the call.

After speaking to the third customer rep I asked to speak to a manager during that conversation I was listened too.

Now I'm awaiting a second engineers visit.

I am having this work carried out because I have just bought this property. I have concerns the pipework to the boiler is undersized the tests carried out will answer my concerns.

I had very high expectations of British Gas. I did once work as an engineer.

The last experience with customer services was very positive.

But previous experiences have not been either positive or helpful. Was the engineer informed of the work to be performed if so why were parts of the installation omitted from the inspection.

Why did I have to speak to a manager before my concerns were listened too.

I just wanted peace of mind, pay for a service and receive it.

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