All of these reports state the same problems time after time. Mine is no different - I call BG because the local water board tell me I have a leak in the system. They have sent an engineer who tells me that the leak is not their problem, so I call BG - I have full cover.(What exactly does this mean? - I have no contract, no service level agreement and now it is being turned over to an insurance company, which means it will be gettting more expensive next year).
BG send an engineer who arrives five minutes before clocking off time - he looks at the water meter and agrees I have a leak. He looks at the toilets and tells me he cannot see the leak. End of call????
SO how does this work then? The engineer cannot find the fault so leaves it.
I pay BG for the engineer cover and parts, and I also pay the water company for the leak. At what point does the leak become someone elses problem?
A week later - the hot water system fails. The central heating still works and there is a light on one of the valves, so I suspect that the valve has stuck. Hey, I'm no engineer so let's call in the experts. It's a Saturday evening - but they have twenty four hour call. The call center accepts the call and books it for Monday PM. I wait - no engineer. I call again - sorry the paperwork got lost?
You really mean PAPER WORK? - it's NOT even on computer?
NO sir, we employ a couple of "bods" to man the phones and fill out paper call sheets that get picked up next day and allocated. Someone must haved lost yours. SORRY.
But I've taken the day off work, it has cost me a days holiday and I only have 24 left this year - when can you make it? How about tomorrow? What time - not sure sir - we will have to try and fit you in. OK but my wife will have to take the day off work, will you be able to fix it? Not sure SIR.
Engineer turns up - nice guy - not his fault - don't shoot the messenger.
Can you fix it? - Dunno yet - whats the problem?
No hot water - valve stuck have you got one with you.
Oh no sir, don't carry spares have to come back tomorrow ( I SAID DON'T SHOOT THE MESSENGER!!!)
Another day off work and the water is still leaking - they seem to have forgotten this call out all together and now I have a broken light switch as well.
I call the help line about the light switch - after all I am paying for this to be covered and although I am an electrician why should I pay when I have already paid them.
Hello BG - can you send someone round to fit a new light switch? - Of course sir. When would that be? - in a couple of days I'm afraid, can you take another day off work just in case we might turn up with the right switch?
I think I will change it myself - it's going to be cheaper and less stressful.
SO what is the answer to this atrocious lack of service.? I asked to speak to a service manager about the problem, they refuse to let me.
WHO IS GOING TO DO SOMETHING even if they want to tell us that their television advertising is all rubbish - this is NOT SERVICE - agh the answer - I will complain to the advertising standards authority - now where did I put that number.?