Hi,
We've installed a few Viessmann boilers, as replacements for older Vaillant models. This is due to the build quality of the Vaillant Ecotec range. The Viessmann seemed to tick all the boxes, and looked like a dream to work on too (from an engineers perspective).
Also the 5yr warranty was a real bonus, and a great selling point. However........... The dreaded phone call from a new boiler install ensued, and we contacted Viessmann to get the problem fixed under the warranty.
We were asked for the warranty registration details, and even though we'd registered by post, AND online, they had no records!
Then, we were told there was no way they would give us day when they could call, let alone an AM or PM time slot!
After 2hrs of phone calls and threats, EVENTUALLY we were told the service engineer would ring us if and when he was available to call... Great! no help at ALL!
When they did arrive, we had a 19yr old 'kid' turn up, in trainers, jogging bottoms and a filthy sweatshirt! no ID, no indication or livery on the vehicle, and no tools!
After explaining the problem (on/off switch broken) he then informed us we'd overheated the boiler. So, how did we manage that, when we can't turn the boiler on? Next, we'd wired up the pump incorrectly, then, there was no power to the boiler! so we explained how a programmer works to him.... Oh, and what switched live is!
We then 'lent' him some tools so he could test for power, and look in the boiler....
Eventually, he admitted, he didn't know anything about boilers, and phoned his boss. This went on for a few hours, until we ended up with 4 'plumbers' and a lad in the kitchen, and still no boiler operation.
We asked for a new PCB and control knob, and offered to repair the boiler for them, only to be told that they don't carry any spares!
The boss said he might have a PCB at home, and disappeared for 3hrs. He came back with a board, but asked to borrow our tools to change it (test meter).
On completion, the boiler worked. However, at no point did he check or commission the parts, nor analyse the combustion (no analyser, no tools), nor was any paperwork left on site...
So, my questions are:
Why are Viessmann subbing out work to 'plumbers' with no boiler training?
Why aren't these plumbers carrying spares?
Why aren't they wearing ID or some indication they're from Viessmann?
Why can't the service department book a warranty call over the phone?
Why aren't the subcontactors using tools? other than the Viessmann 'free' toolkit?
AND WHY HAVEN'T VIESSMANN GOT THEIR OWN ENGINEERS?
We will no longer be installing Viessmanns, as the whole process was absolutely appalling. The 5yr warranty appears to be a gimmick to entice sales, but worthless in reality....
I'd be interested in any comments?
We've installed a few Viessmann boilers, as replacements for older Vaillant models. This is due to the build quality of the Vaillant Ecotec range. The Viessmann seemed to tick all the boxes, and looked like a dream to work on too (from an engineers perspective).
Also the 5yr warranty was a real bonus, and a great selling point. However........... The dreaded phone call from a new boiler install ensued, and we contacted Viessmann to get the problem fixed under the warranty.
We were asked for the warranty registration details, and even though we'd registered by post, AND online, they had no records!
Then, we were told there was no way they would give us day when they could call, let alone an AM or PM time slot!
After 2hrs of phone calls and threats, EVENTUALLY we were told the service engineer would ring us if and when he was available to call... Great! no help at ALL!
When they did arrive, we had a 19yr old 'kid' turn up, in trainers, jogging bottoms and a filthy sweatshirt! no ID, no indication or livery on the vehicle, and no tools!
After explaining the problem (on/off switch broken) he then informed us we'd overheated the boiler. So, how did we manage that, when we can't turn the boiler on? Next, we'd wired up the pump incorrectly, then, there was no power to the boiler! so we explained how a programmer works to him.... Oh, and what switched live is!
We then 'lent' him some tools so he could test for power, and look in the boiler....
Eventually, he admitted, he didn't know anything about boilers, and phoned his boss. This went on for a few hours, until we ended up with 4 'plumbers' and a lad in the kitchen, and still no boiler operation.
We asked for a new PCB and control knob, and offered to repair the boiler for them, only to be told that they don't carry any spares!
The boss said he might have a PCB at home, and disappeared for 3hrs. He came back with a board, but asked to borrow our tools to change it (test meter).
On completion, the boiler worked. However, at no point did he check or commission the parts, nor analyse the combustion (no analyser, no tools), nor was any paperwork left on site...
So, my questions are:
Why are Viessmann subbing out work to 'plumbers' with no boiler training?
Why aren't these plumbers carrying spares?
Why aren't they wearing ID or some indication they're from Viessmann?
Why can't the service department book a warranty call over the phone?
Why aren't the subcontactors using tools? other than the Viessmann 'free' toolkit?
AND WHY HAVEN'T VIESSMANN GOT THEIR OWN ENGINEERS?
We will no longer be installing Viessmanns, as the whole process was absolutely appalling. The 5yr warranty appears to be a gimmick to entice sales, but worthless in reality....
I'd be interested in any comments?
) you better hope they aren't reading your post.
