Worst experience of my life
If there was an option for 0 stars I would have given it. We are now in our second week of no heating or hot water and I have a three year old that is getting a cough. We have had to deal with incompetent engineers, bad advice and misdiagnosis of the problem. Our complaint have been escalated three times and I had a very unhelpful customer services person ringing me to log my formal complaint without offering any solution. We have been informed by the last Bosch engineer today that it does not seem as if our boiler had Ever been serviced and we have been with Corgi since 2011. This company is a shambles and my child is getting ill due to a house that is growing more damp by the day.
1.We called Corgi on the first Saturday (30 November). Heating not working, I went up and saw the boiler pressure is low. Corgi Engineer no.1 came out late that evening and said he just repressurised it and I bled the radiators whilst he was here.
2. The Sunday we realised it is not working at all. Phoned Corgi and engineer no.1 came out again later in the day. This time he said he isolated the boiler from the heating system and that there was a leak in the heating system. It cannot be solved unless you find the leak and with the way our system is set up we will have to pull up floorboards/ carpet flooring or make holes in walls to find the leak. He also said there is a quick solution of a sealant that he showed me on the internet that you could put in but corgi engineers won't do it. F4...
I phoned Corgi and explained I have a 3 year old that has just come off antibiotics and that we will be going away for 2 days in the following weeks (8 days from then) and that it will be the christmas period and I have my 84 year old mother in law with cancer coming to stay over that period. So whatever needs to be done has to be done in this time frame. I phoned our insurers to see if they cover the search for the leak and called a plumber to see if they can help us find this problem as Corgi told me they will not find the leak. This involved a lot of time and effort spent on the phone and a lot of worry about digging up the oak flooring down stairs whilst maintaining living standards with an active toddler.
3. On one of the numerous phone calls to Corgi they said they will send out an independent engineer to come and assess the situation again. Engineer no.2 (Vince) phoned me on Tuesday , I rushed to meet him and he had a different diagnosis. He said the boiler "ran dry" due to the wrong first diagnosis and that the heat exchange has to be replaced. IT is a big job that he can do but he is too expensive for Corgi so won't do it. There might also be a leak in the system but he can't say until the boiler is fixed.
4. A lot of phone calls and no certainty. Reminded corgi of the time frame as above.
5. Bosch booked in on the Friday. I had to attend my toddlers Christmas nursery event and my husband took the morning off work to deal with the engineer visit. The Bosch engineer no.3 said he can fix the boiler, but there is no external leak in the system. Then he went on to say that he won't do anything until the flue is replaced with a Worcester Bosch flue.
6. I realised this is a mistake. I phoned on the Friday many times but had to wait 24 hours for the report from the Bosch engineer that I had in my hands to reach Corgi. I phoned Corgi that Saturday morning 3 times. I must have been on the phone for four hours in total holding on to different people ... even to an overflow centre that had no access to my details and could not help me after holding on for 40 minutes to speak to someone. Some manager phoned me and I complained heavily. He basically said he can't do anything until Monday. I was given the wrong information 3 times by different people on the phone about who did what in the complaints procedure.
I phoned again... this time I complained so much I could hear the person getting angry on the other side and she decided to do something after resisting action for the first half of the normal conversation. The reason for my ire was that Corgi engineer no. 4 was booked in to only come for a consultation that evening and not to do anything. I reminded everyone we are going away for two days on the pone, of my child and of Christmas creeping closer and my sick mother in law coming to stay.. This was Saturday afternoon/evening. He said he could not see anything wrong with the flue but that Corgi will replace it ( big favour) so that Bosch can do the work. I then had to phone Corgi again to sort out an appointment that would mean we could get the job done before another week has gone past. We were available on the Monday and Friday ( away from Tuesday to Thursday as I have been telling everyone over and over). The engineer said he could only come on the Saturday.
So at this stage I knew the flue was fine, I think both Corgi and Bosch knew the flue was fine but we were playing a corporate game of pass the parcel and getting as much money out of each other as possible.
I phoned Corgi and after much drama on my side again the person on the phone managed to get a Worcester Bosch engineer for the Monday. The whole time it is as if I the paying Corgi customer is being done a massive favour by very reluctant and at this stage severely incompetent bunch of people.
7. My husband makes a phone call to Worcester Bosch customer services to complain about the service we received from them and to point out that there is nothing wrong with the flue.
8. I get a phone call from engineer no.4 ( Corgi) on the Wednesday to say that he won't be able to do the job unless we put scaffolding up. I call Corgi from France to explain that this is becoming a farce and now this won't be able to happen due to the sheer incompetence of the people involved. Surely he could ave foreseen this on his visit.. he knew we were going away. I told the person on the phone from Corgi to ring me back with a solution and I nearly lost it on this phone call. I had to go through a security gate and switch my phone off- she said someone will ring me back within half an hour. NOTHING.
9. Thursday mid day I get a phone call from customer service to log my complaint. And then she informed me she is not able to deal with the actual problem just to log the complaint. I am walking over a bridge in Paris with my husband and toddler trying to enjoy our wedding anniversay break peppered with this nonsensical phone calls from people that does not have enough information or any ability to help us with the problem at hand. So at this stage according to Corgi I am supposed to erect scaffolding so that the engineer can replace a flue that is not faulty so that Bosch can fix the boiler at some future date that is not yet finalised.
10. My husband's phone call to Bosch worked. The area mangeer Howard phoned to say that things do not sound right and that he will send out a senior engineer to come and fix the boiler and put a not to current standards notice on the flue. I insisted that he find someone before the weekend and explained that my toddler is getting a hacking cough from the damp in the house.
11. Bosch engineer no. 5/6 arrive on the Friday morning. Informs me that the Boiler is in a state. Asks if it has EVER been serviced. Says that it does not look as if anything has been done to the bits that has to be replaced yearly and that he has to do quite a few things to fix it. He will do it. BUT now he has a problem with the access ladder and he won't do anything until we floor boarded the loft. He feels unsafe and can't do any work until it has been done. ????
12. I am currently looking for a tradesmen to do this job. Bosch is currently booked in for Wednesday morning. According to Corgi we are still putting up scaffolding as I have not hear anything from the company that I have a contract with to service and repair the boiler.
There has been misdiagnosis upon misdiagnosis. Incompetent engineers. 6 Engineers and 6 visits and the problem is not solved.
Call centre staff that is not capable to handle this problem that meant hours wasted on phone calls and complaints. We have been passed on and over by so many people from Corgi. Incompetent staff.
We have no heating or hot water for two weeks and counting.
I have a vulnerable person in my house and Corgi has been made aware of this on numerous occasions.
I am becoming mentally fatigued by the whole experience.
If it was not for my husband's complaint call we would not be any closer to the problem being solved.
Currently ( the 14th of December) we are still in limbo.
December 14, 2019
Unprompted review
