30+ minute wait on Gloworm Technical Helpline!!!! What a joke!!

[Petefinny]

Today i needed some technical help from Glowworm about one of there back boilers so i rang the Technical help line, after 32 minutes!!!! of listening to there stupid music i still had not received any answer from there technical support,i was fuming and had to put the phone down because the technical advisor would of done it for me after the blasting i was going to give him about the wait! how can it take this long??? i dont care how busy they were over 30 minutes is ridiculous and need to sort out there support team and they way they handle calls, i will never install a glowworm product again and would advise any of my customers to do the same!! 30 minutes!!!!!

 

[abc_plumb]

I know How you feel mate,
Sometimes these companies only have 3-5 people working in technical, which is BS
It could have been worse, least you weren't calling Heat Line............0906....

 

[vern]

Today i needed some technical help from Glowworm about one of there back boilers so i rang the Technical help line, after 32 minutes!!!! of listening to there stupid music i still had not received any answer from there technical support,i was fuming and had to put the phone down because the technical advisor would of done it for me after the blasting i was going to give him about the wait! how can it take this long??? i dont care how busy they were over 30 minutes is ridiculous and need to sort out there support team and they way they handle calls, i will never install a glowworm product again and would advise any of my customers to do the same!! 30 f*£kin minutes!!!!!

Gloworm / Vaillant group products all same support......Rubbish! Your not on your own Pete..... Wonder how much money they make from these lines....

My record for the Vailiant helpline is 50 mins, all I wanted was a part number for a commercial floor stander VKS boiler PCB, then...... you guessed it.....I will pass you onto commercial dept! Another wait!

 

[Petefinny]

Bad isnt it guys ,I never have the same problem with baxi, always there to help, Glowworm and the other firms need to sort this problem out, wastes my money and the customers money! Im done with them.

 

[abc_plumb]

Bad isnt it guys ,I never have the same problem with baxi, always there to help, Glowworm and the other firms need to sort this problem out, wastes my money and the customers money! Im done with them.

I must agree there, Baxi are very quick, another company which I must praise is Biasi.
Not so much on their boilers, but on the technical service.
The response and advise is top notch.

 

[jefaz]

I Was on hold to baxi for 1hr 4 mins 2 weeks ago!!

 

[JAH HEATING]

15 minutes for Baxi today

Ravenheat have a good helpline if you ask me

 

[leelister6]

Phoned Saunier Duval tech line the other day and got a recording saying "Please phone (can't remember the number!) calls charged at 60p per minute" 60p a minute!!! The first 5 minutes would be taken up with another recording giving me some crap about how my call is important etc. So an hour would come to £36! You think a customer would be happy forking out £36 on top of the parts/labour charge? No, me neither

 

[TBServices]

Ravenheat have a good helpline if you ask me

Yes they do surprisingly. Unfortunately it's the only good thing about ravenheat lol

 

[jtsplumbing]

Its the luck of the draw who you call, they are all on this scam now, press 1 for this 10 for that , telling you your call is important them ! of course it is they are makeing a small fortune off us ! boiler sales are down so put up the cost of parts & make money off calls as well.

 

[Millsy 82]

I find worcester the best Never had to wait longer than 5 minutes.

Closely followed by vaillant again very rarely over 5 minutes (Apperently they employ extra staff through the winter to cope with demand) Although I once spent 45 minutes on the phone to their spares line and I have heard from alot of other people trying to get through was a joke.

Glow worm are a joke (25 mins on hold got fed up phoned the girl in the office found manual online got her to print it out drove back picked it up and went back. All this just to know what a fault code on an intermittent fault was.)

I used to work for a company that did heatline call line it was 2 blokes in a basement who just messed around all the time. We always got through to them within seconds though.

 

[lame plumber]

ferolli for me, still there 5.30 on a friday, engineer out on warranty 0900 monday. even offered me a job as local enginer in my area, still waiting for him to get back on that, he must be busy

 

[Billy Bob Bob]

baxi trade only are much quicker but you have to be a arms member to find it its in there somewhere

 

[abc_plumb]

The worse has to be SIME boilers.
I once called them at 4:30pm. Waited for over an hour listening to the same message over and over. "Please stay on the line, a member of staff will be with you shortly."
Couldn't waiting anymore so I put the phone down. So desperate I thought I'd try again. Only to hear "our opening times are 9am-5pm"......
I waited for an extra 30min on the phone when everyone had gone home.
You could imagine the words that came out my mouth then.
I hate SIME boilers.

 

[billybob150811]

45 min (timed on my i phone) to not get thru to baxi and in truth i didnt really want to speak to them i did a job with an ex apprentice for a relative of his and i wanted to help him get some experience but he bought the kit nice when you already know the plume displacement kit that hes bought wont work i just wanted them to tell me/him the part no proved the parts wernt compatable even worse he didnt seem to know what course of action to take when things wernt going right but we were all young once it would be interesting to hear from the manufacturers are we calling in more do they feel there doing the colleges job
i feel were examined to much and educated too little but i would be interested to know what others think

 

[Heating Genie]

Another 30+ minute on hold call to Glowworm today. Gave up in the end. Strangely their helpline message covered every fault but mine. Is it they are short of staff or just have tons of broken boilers. My last Glowworm breakdown was a passing gas valve. Boiler was shut down and the following day a new gas valve fitted. Switched on and boiler failed to work. Glowworm solved the problem. Aparently you have to bring the pcb upto room temp with a hair dryer and away it goes. They dont put that in the manual. I wonder how many pcb have been wrongly changed in the past!!!

 

[R1CKY]

Saunier Duval was my worst experience, over half an hour on hold, finally got through to someone, asked him a question, he starts babbling on, this sounds familiar I thought! He was bloody dictating from the fault finding section of the boiler manual I had in front of me! I finished his sentence and hung up!

 

[Deleted member 56158]

I once called Halstead technical and waited 1 hour and 10 minutes (went back to office for my lunch whilst still on hold (bluetooth playing elevator music!! ) And returned to job before talking to someone.("your call is important to us my arse!)

 

[stani]

Spoke to glen dimplex re halstead boiler , got through pretty quick to waste £4 at 80p per minute they have little information.

 

[dave1]

45 mms trying to ring potterton today at around 11, gave up in the end bloody ridiculous b

 

[leethegasman]

If i have to ring these premium rate phone lines i tell customer my phone has no signal and use there land line which are normally cordless saves on the shock when your phone bill comes