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Written by Aaron Brigatti  
Thursday, 06 December 2012

Well it is time for another annual service of my boiler, and after the bad experiences last year (which silted in hefty compensation from British Gas from a total quality of service breakdown!), I duly booked up and planned to work from home on the day.

They gave me a slot of 8am to 12pm on Friday, 2nd December - so I hope it goes smoothly. I worked from home that morning and the time slipped by. I looked at my watch and it was about 11.30am and no visit yet. I then got a call around 11.45am stating that the engineer was stuck at a previous job and couldn't turn up for my appointment. They arranged a re-scheduled appointment for Tuesday, 4th December - and due to my work commitments that day, I arranged for my dad to turn up for the 4-6pm slot that they allocated. Apparently, if the first appointment is delayed, the second one is prioritised, so I was expecting it to happen without issue.

But...yup you guessed it....it didn't! In fact, we didn't hear a thing and no one turned up by 5.50pm, so I phoned them and was told that they had cancelled it at 5.30pm. I said why wasn't I contacted? They couldn't determine why! I went berserk - I had told the guy that if they told me that it was cancelled or re-scheduled, I would be peed off, and they had done exactly this. I asked to speak to the supervisor, and I must admit, they had to eat humble pie, as there was simply apologies occurring on the other side of the phone. No matter what they could say (they didn't say that much) it was simply a total breakdown of servicing once again!!

I agreed to re-schedule the appointment, as I needed the boiler service - under my Homecare contract - so they committed it to be on Thursday, 6th December between 2-4pm. I told him that it better happen - and he promised that it would. I then asked him what form of recompensate that they would offer - he said none as they were committed to re-schedule and would not offer any financial compensation. I then said, this was unsatisfactory, and told him I would give him one last chance, if nothing is offered, then I would need to complain formally to his head office. All of a sudden he agreed to cancel the next two direct debits - so two months free service... Equating to about £55 - I accepted this, as felt it was the least they could do.

The moral of the story - always push for more, and never take nothing as a response to compensation - what a mess, once again!!

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