The British Gas Man Cometh (Not)

December 2008

Wednesday

Conversation Five. 8.35am

Hello. Welcome to British Gas etc....

Me: Hello. Last week I was assured by a Customer Services Manager (unfortunately I've lost the bit of paper on which I scribbled his name) that someone would come promptly at 8 o'clock this morning to service my boiler. It's past 8.30. No one has come. Surprise, surprise.

BG: We never guarantee a specific time, madam, but I'm sure he'll arrive between 8
and 10.

Me: I assure you I was promised 8am by your Customer Service Manager. It was going to be the engineer's first job of the day. The whole thing is beyond belief. Anyway, I want to have a bath now, so can we reschedule this appointment for next week.... Yes, between 2pm and 4pm next Thursday is okay.

Thursday

Conversation Six. 1.55pm

Hello. Calls are being recorded.... etc

Me: I'm just ringing to check that someone is coming to service my boiler between now and 4 o'clock.

BG: Yes, I've got your details. An engineer is scheduled to come between 2 and 4 pm.

Me: I do hope so. Thanks very much.

Conversation Seven. 3.45pm

Hello. Welcome to British Gas etc...

Me: I'm just ringing to make sure that an engineer is coming as promised. It's nearly 4 o'clock.

BG: Certainly. Could I just put you on hold for a minute? Thank you for holding. I'm afraid your appointment has been cancelled because your yearly service was not due until March of next year.

Me: What??!! Why hasn't anyone mentioned this before? I've spoken to endless British Gas people. I've spent hours and hours waiting. I've spoken to a Customer Service Manager. No one said a word. Why didn't someone say something when I made the appointment in the first place? I've paid £462 for this service... It's grotesque...

BG: Is there anything else we can do for you, madam?

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November 9th, 2012
9:11 AM

It was December time when my boiler decided to stop working. I have the top cover with British Gas so I called them to arrange an engineer to come out. I was told I would have to wait 7 days as they were only doing priority cases first. I explain that I had 3 small children and with no hot water or heating it should be a priority. I was told t wrap my children up and they would be fine. when i complained about that comment, the lady then proceeded to say " well at least you don't have cancer". I was absolutely shocked by this comment. To which I reapplied "how do you know what I may have". She replied by saying "we'll you didn't mention it in conversation". I was so angry and told her that if I had cancer, (which I don't) I would not be sharing that with a complete stranger. We argued for a further 5mins, but again that's all she could give me. When I called BG the following day to see if they could do anything for me, straight away a lovely man said " will tomorrow to ok". I was amazed as I was previously told there were no appointments and subjected to an assault. I often wonder if that call was ever used for training purposes.

Sue S

January 7th, 2009
10:01 AM

Yesterday, my boiler was making very strange noises so before it died, I made a call to British Gas. A very nice man told me "You've done the right thing in contacting us, Thursday morning ok?" In view of the fact that I still had heating & hot water, I agreed. Two hours later my boiler sadly died. I phoned British Gas back to explain the situation, bearing in mind their promise when I took out the agreement that "Phone before 9.30 and an engineer will call the same day". They said that as I had no hot water or heating that they would "Prioritize" my call and once again offered me an appointment on Thursday morning!? I couldn't have anything earlier because all of their engineers were busy, unless.....Pay an extra £3 a month and they will, as if by magic, send an engineer, the same day if you call by 10!!! I have had cover from BG for my kitchen appliances, boiler and central heating, drains, plumbing and electrical for over 6 years and have paid a fortune to them. When I need them, the service is typically not there. I will be seeking cover elsewhere in the future. I wonder, if indeed the engineer arrives; how many days it will be before the repair is actually completed???

Kathy P

January 6th, 2009
1:01 PM

I have had no hot water or heating for three days boiler broke down on Sunday morning and was told first appointment was Tuesday...Sunday night was -5 so I rang Monday to see if I could get an earlier appointment. Was told if I signed up to Timechoice I could have somone that day.... Obviously the £300+ I pay a year isn't sufficient to get an engineering visit even though the paperwork I have says 'in 8 out of 10 cases, same day call outs are guaranteed'... how do I make sure I am one of the 8/10 instead of the 2/10??!! I will definitely look for a different company for my next years insurance cover....

Bob Wylie

December 2nd, 2008
4:12 PM

I totally sympathise with you. I just yesterday got a an upsell letter telling me that I can cover my drains for an extra so many pounds per month, despite the fact that I am already on homecare 300!! I totally agree with you on the TimeChoice programme. Why pay twenty odd pounds a month when you can pay an extra 3 pounds so someone can come out!! Oh I am really on my soapbox now - It annoys me that you can not have any cover, and still get the £99 (we'll fix anything) cover! now breath...

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