I joined N Power Homecare 50 last April, an engineer arrived in a month to check if my boiler would be accepted. He inspected the boiler and was here for 15mins - a Worcester boiler 5 years old. He confirmed the boiler was OK, He did not service it.
10 months later I had a drip coming from the bottom of the boiler, being in the building industry for 35 years I am used to dealing with many different trades, one of our sucontractor plumbers told me it would be the heat exchanger and that the Worcester boiler I had was renowned for this fault.
I rang N Power on the Monday morning and was told an engineer would ring me to confirm an appointment.
I rang them on the Wednesday as I had not heard, they told me it would be Friday, an engineer turned up at 4.30pm and really did not want to know, he stated that heat exchangers were not covered under their policy, I had a copy of their policy and it did not state that within the policy. He agreed and rang their stockists to order a heat exchanger, union washers and a back board that was cracked, he read out the prices they were - Heat exchanger £198.00 the rest were a few pounds. He told me the parts might take up to a week to come.
I waited a week and had heard nothing so rang N power customer services who told me they would look into it and and ring back in 4 hours they did not return my call that day. I rang the next day and was told heat exchangers were not covered, I asked him to give me the paragraph within their policy that stated that, he referred to the sludge paragraph, the water dripping from the boiler was clear and I explained that to them, he told me a manager would ring back.
Eventually on Friday 2nd March he rang - 3 weeks from the date I first rang them and told me it would cost £900 to carry out the work needed, I asked for a breakdown - £345 for the heat exchanger ( quite a mark up on the £198) and the hourly rate was £90 per hour. I did lose my temper and apologise for swearing but what a terrible company to deal with, I have decided to get a local plumber to sort out the problem and he was horrified by their quote and will do the job for a lot less.