have i been "dumped"

[obseen16]

hi guys,

got a really good customer of ours and i think shes dumped us. the story so far,
weve done loads of work for her - bathroom, loft conversion so tanks were moved, shower pump installed, new rads installed.

12 months ago we installed a new boiler for her, we reccomended vaillant or worcester but she demanded we fit a potterton promax 30he fsb. so we did, supplied and fitted the boiler with new s plan layout and controls,

almost 12 months exactly to the day the boiler began making an ungodly noise upon first fire up each day, i managed to get heatteam out to look at the boiler under warranty. the first engineer said oh gas valves faulty and replaced it, the next morning same problem,

the second engineer just dumped cleaner in the f+e tank and left

the third engineer came today and said he couldnt get it to play up but advised my customer it needs flushing. to my shock the enginer has said they wont be coming back to the boiler until another flush has been carried out,

i told my customer it shouldnt need flushing at all as this was thoroughly flushed out upon installation, but if she really wanted another flush doing then i would do it at rock bottom prices being as shes a good customer. told her the price to which she replied thanks i think ill get a few other prices in first tho. 😱😕

all the other jobs we did for her she never got any other quotes.
its like shes lost all confidence in us because a heat team engineer told her it needs flushing even though he didnt get the boiler to play up.

im quite fuming with him for that actually. 😡

 

[Billy Bob Bob]

this is what you do you ring baxi up and play hell,ask to speak to a super visor ,the promax fsb is a baxi solo sadly its a total shed of a boiler

 

[obseen16]

cheers gas man, we tried to tell her that but she insisted that this boiler was amazing because its a potterton. now she blames us it seems. trouble is it couldnt have happened to a better customer.

 

[Billy Bob Bob]

pottertons or at least the gold heatmax and performa are cracking boilers but baxi let the old barcelona he live on in the solo,promax fsb,promax heat only and mains version these are terrible bopilers imho i have only ever fitted one solo he still having problems with it

 

[secret squirrel]

cheers gas man, we tried to tell her that but she insisted that this boiler was amazing because its a potterton. now she blames us it seems. trouble is it couldnt have happened to a better customer.

Well, quite clearly she knew more than you. Her friend probably told her to get one.......

She is probably a little embarrased about getting this boiler and you don't know what the other engineers have said, if they've told her it is a rubbish boiler then she blames you for fitting it, yes, I know you didn't recommend it and advised against it but who knows what people think,

Also she's probably been told it couldn't have been powerflushed properly etc to top all this off its a year old and she's now got to pay for a power flush..... she has definetly got the hump....

I would be a bit upset about losing a customer as well, especially if shes a good payer etc. BUT if she has got the hump she'll take it out on you...... you fitted the boiler, you powerflushed it.... I know its not your fault but the customer will always blame the fitter. She can't say... ''yeah, you did tell me not to get one, should've listened''

 

[SimonG]

She'll be back once she sees the full price, especially as you have knocked it down. But if she does come back I would be tempted to say no not doing the flush because for one it doesn't need it and two it wont fix it.

I dont have good customers, just people that pay my bills. I do a good job for a good price and if I get more work all well and good, but had too much hassle from "good" customers and don't let it get to me anymore.

It's always the same though, you always get shafted when trying to help a customer or do somebody a favour.

 

[Blackcatgas]

Let her get it powerflushed, the same friend who reccomended her to get the potterton will tell her to get BG to do it, £700 later her boiler will still be not running right.
Dont take it personaly, customers come and go, people are fickle and in the current climate will quite happily use somone else if they think they are going to get it cheaper elsewhere.

 

[obseen16]

thats very true simonG im thinking of getting rid of mates rates all together in the future