We are so pleased for you, and delighted that we could help. You seem like an ideal customer!
Stay warm
Regards
John
Thank you for your kind remarks John. For your and hopefully others amusement, below is an E. Mail that I have just sent off to Worcester in answer to the above E. Mail they sent me this morning.
I must particularly thank Burnerman2 (is he your lad then?)
for giving me a 'copy and paste' situation (read previous) which helped me in forming my original E. mail to Worcester.
Hello Judi Curan and Service Correspondence Team,
Thank you for your informative reply which gave my Wife and I a very warm feeling as we where very cold at the time!
Your very nice Worcester Engineer Colin came around 9.00AM, asked me to explain what had gone on in respect of the Heatslave 18/25 boiler being down.
After I had briefed him he went to work.
Establishing that the boiler was receiving no oil he proceeded to check the outside Tiger Loop and the oil line right down to the tank.
Now then, either he was under instructions to try and find the actual source of the problem, OR he was the really nice type who was prepared to go the extra mile to get our heating back on.
He did just that and advised me that the problem had likely been air in the line.
So, I think if is fair to say that the oil was coming out of the tank and past the filter but just could not get up the pipe due to a bit of air.....likely caused by freezing temperatures. The Tiger Loop was and is working perfectly.
If your Engineer Rob who came out last Friday and Saturday had checked back on the line just that little bit more ("'The garage door....and no further" seemed to be his attitude) what could my Wife and I and Worcester possibly have avoided? Please allow me to guess...............
1. A second return visit on Saturday and associated costs to Worcester.
2. The installation of a brand new burner, a solenoid and a couple of
other bits at a cost of a few hundred pounds to Worcester.
3 A further visit today from your Engineer Colin who put the problem
right....and associated costs to Worcester.
4. Two Pensioner customers having a further four days of cold and
discomfort.
Now then....for you as a business....and with respect....does this make any sense?
Now then....for you as a business....and with respect....does this make any sense?
Perhaps it just might have been that the problem was in some way associated with the boiler itself and that the new parts where indeed needed anyway. (now we will never know) BUT...how can an engineer establish this if there is no oil coming through, even though I have around 1400 Litres of oil in the tank.
I would have thought that it made business sense to do all one could to get that oil to the boiler.....even if it meant actually going outside to try and possibly use a plumbers syringe to draw oil up the line. Just a few more minutes work.
Your further thoughts in respect of my humble and rather novice observations would be appreciated.
While I am in correspondence with you, please allow me to mention something else.
When I had the boiler installed I also had a Worcester Front Servicing Danesmoor FS Series Digital Plug In Twin Channel 7 Day Programmer fitted.
So, when we don't want heating I can do that and just have hot water. BUT...when we just want Heating and NOT hot water then the boiler heats the water up as well anyway.
This is just a total waste of oil and money cost to us. Is there a way out of this, because if there is not, then this is a rather serious flaw in the boiler.
As a bye the way....could you please advise me if Martyn Bridges is still your Director of Marketing and Technical Support. I intend writing to him in respect of the issues I talk about above.
Best Regards
Since then I have received back....
(I have also requested BOTH Engineer reports)
Our ref: JDC/306644740
Dear Mr Thain
All your comments are noted.
While Martyn Bridges remains with the company, responsibility for servicing lies with Mr Ian Cockett (Director of Service Operations) and primarily the attending engineer’s Area Manager who will now be forwarded your correspondence and asked to reply to your concerns over our engineers’ remit on oil boiler breakdowns.
Please allow us 10 working days to respond.
Kind regards
Wednesday 26th January 2010.
Good morning and Hello. Thinking further about what has happened during this situation please allow me to make one further observation.....
If your first engineer Rob had said something like....
"Look, I have done everything that I can to get the boiler going. However, it now looks like the problem is in the pipe up from the tank. I will look at that, but if it proves that the problem is indeed outside then I am going to have to charge you for any time spent on that, including any materials"
I could have understood that and I would have agreed right away. Anything is more preferable than him just driving away like he did.
In my humble opinion as previously outlined, anything would have served Worcester and I better than what happened.
Please pass my further observations on as you outlined to me you would.
Best Regards
