Ideal boilers, disgusting tactics!!

[REDSAW]

need thoughts on this scenario.

some of you may have read i attended an 85year old customer of mine who had an issue with her 3 year old ideal logic+ (not installed by me).
as it was still in warranty i told her to contact IDEAL directly for a call out. they turned up 10 days later!
after they left, she called me to say the boiler is fine but there was only 100v returning to boiler from the controls, unknown to me the service tech had turned off the boiler as the vertical flue in loft had insufficient brackets. this was on a thursday but i couldnt attend until the following tuesday, this left her 2 weeks with no heat or water.

the tech had isolated the gas supply and capped it, took the fuse out of the spur (and pocketed it!), turned off the flow return and cw feed, un-wired the boiler, and issued an I.D notice on the basis of insufficient flue clipping (why does he need to climb into loft?). if he had looked properly there was a clip on the joist, another 1.5m up then 1.5m to ridge tiles! (i rearranged clips & fitted another to 1m spacing) fitted a new drayton prog and stat and all's well.

following on from this, she then received a call from them pushing a service contract for the boiler and gas fire cheeky gits.

today she rang me in distress, they have sent her a letter saying that IDEAL want to make an inspection at the house to see if the flue has been done correctly otherwise they will not continue with the remaining 4 year warranty!
oh yes, they also want £125 for this visit or they will void it!!!!!!

this is disgusting tactics if you ask me and i wont be installing any of their boilers in the future.

any views?

 

[Last Plumber]

Now you have the information and evidence, contact local rep and ask her to arrange a meeting with the service division manager.

Explain everything clearly (did you take before and after pics) ask him to write a letter of apology to the customer and that it should be in a card attached to a Xmas hamper.

That's what I would be doing.

 

[unguided1]

What's even more worrying is the big boys are buying up all the smaller companies, only be two left soon vaillant and Worcester!!!!!

 

[Billy Bob Bob]

Dont get why if it passed a flue integrity a warning notice to get it sorted was not issued

 

[Billy Bob Bob]

Martin,spread the word on ideal,post this in the FB groups as well,ideal should be ashamed,as if the Logic did not have enough issues

 

[newcastle phill]

Sounds disgraceful. Been a while since i did an ideal, tend to do baxi nowadays

 

[REDSAW]

Martin,spread the word on ideal,post this in the FB groups as well,ideal should be ashamed,as if the Logic did not have enough issues

what groups? not that good on FB.lol

 

[REDSAW]

 

[newcastle phill]

That ****ing stinks

 

[oz-plumber]

Send all the info to the local newspaper.
You may get lucky and get it noticed by some TV station.

As for leaving an older person without heat and hot water for that period of time, for a very minor - non life threatening - fault, Ideal and the tech who condemned it should be made accountable.

The letter should be posted nation wide - disgusting!!!

 

[hammers4spanner]

Been having the same issue with Ideal down this way myself ,
Whats the rep going to do ? They are bottom of the chain .

Shirking warranties massively down here and trying to charge under warranty , blaming workmanship etc etc etc

Fitted a worcester yesterday least i know any issues and all good .

 

[unguided1]

Seems to me ideal are trying to claw some money back on every boiler they've sent out, reminds me of BG,s flushing scam a few years ago! I wonder if they ideal engineer is commissioned base!

 

[ed209]

I have just cancelled a ideal logic 24 + combi that I was going to install tomorrow and getting a WB 25i junior instead after reading this, I have noticed myself that Ideal customer service is going down hill fast You have a long wait now to get through on the phone to technical it used to be very reasonable, but my biggest problem was I fitted a new Logic + couple months ago that had a leak on heat exchanger and was told it would be ten days before one of there engineers could come out, this boiler was brand new never even got to fire it up, took of wall returned to merchant and exchanged for another one.
Have also heard the rumour about not honouring warranties using installation problems as excuse, but to be fair on the odd ocassion I have called them out (leak from diverter valve) they have sorted it

 

[Ray Stafford]

I am seeing the new Chief Commercial Officer of Ideal on Monday 14th, and I plan to show him this thread.

I don't want to start a "flame Ideal" thread, but would be happy to discuss genuine concerns with him, and even to pass on descriptions of individual experiences, so if you have a (printable!) message for the senior management team at Ideal, please post here, or PM me if your story contains information not appropriate for the public forum.

Ray

 

[jonnyswamp]

I am seeing the new Chief Commercial Officer of Ideal on Monday 14th, and I plan to show him this thread.

I don't want to start a "flame Ideal" thread, but would be happy to discuss genuine concerns with him, and even to pass on descriptions of individual experiences, so if you have a (printable!) message for the senior management team at Ideal, please post here, or PM me if your story contains information not appropriate for the public forum.

Ray

Vaillant always were my boiler of choice, but I moved to Ideal (Logic + and Vogue) as I thought they were better value for money
Haven't fitted millions, but the ones I have, have all been good
If I have a problem with an under warranty boiler I have fitted, I would want it sorted next day (or at least a manu visit next day)
Vaillant have always been great around my neck of the woods (South East Wales) and Worcester for that matter
Will be watching this thread with interest as I have 3 to fit before Crimbo and I have specced Ideals (when my trotter gets better)
I hope the problems with Ideal were isolated and not nation wide

 

[Stoney Ground]

Have only had one issue with the, 20 or so I have installed in the past 3 years.

This was last Thursday, new Logic System 30 had no hanging bracket. Called Ideal and was on hold for Customer Service eventually hung up. Phoned local Rep (Janet Fenwick) who was on way back from Gosport, she checked in her car as she thought she had one. Called me back and arranged to meet me at the training centre at Winnersh on her way home.
So at 6pm I got my bracket, problem solved thankfully.