Electric Combi Boilers Company Avaliações 

Resposta da Electric Combi Boilers Company

14 de dez. de 2022

Mr Barahonda,
After reading your review we have conducted a thorough review of the Support you received from our company on 8/12/2022, and I will be answering your claims below:

“Boiler leaking internally, with a label saying it might leak. Had to take the case to be able to tight parts.”
Our BPC/BPL boilers come with a warning label inside explaining that due to transit conditions sometimes the pressure relief valve might lose the tightness on the washer fitting leading to a leak. if that’s the case it advises replacing the fitted washer with the spare one included in the package. The spare part is included to remedy this situation if it happens.as we want the installation to go as smoothly as possible.

“Grundfoss pump stucked and boiler not working”. “he told me that the pump stucked is a very common problem” “but can't believe that can happen in a £2500 boiler”.
Circulating pumps such as the Grundfos installed in our ELEKTRA range of boilers can get stuck and this is a very common occurrence Grundfos itself has a service video showing how to fix this issue (you can find it here for your perusal: https://product-selection.grundfos.com/us/products/up-oem-north-america/upm3-oem/upm3-auto-59C93603?tab=documentation&pumpsystemid=1717393424). After a period of not being used, like when first installed, some pumps may not run when turned on for the first time. A quick Google search can show you a large number of pages and videos with troubleshooting for this issue. The pump has not been manufactured by our company, they are manufactured by Grundfos, an internationally renowned manufacturer of pumps widely used in the heating industry.

“the boiler was working only for hot water, not getting demand. He couldn't tell me what was the problem, he had to speak with someone and asked me to call him back”.
This was due to an installation issue and our engineer helped with the troubleshooting (stat usage, etc). When one of our engineers is not 100% sure of the cause of an issue they consult with another to clarify and to better assist our customers. and we encourage them to do so. You surely appreciate that having the right advice is worth waiting a bit longer.

“Waiting for a technician call for more thann 2hours. I had to call them back again, and while he was eating some snacks and rushing to finish the call.”
This is high season for technical advice on heating systems and boilers (Winter) and our Team is dealing with an increased volume of calls for advice, support, and boiler service bookings. This lead to an increased waiting time for support but we aim to answer queries as soon as possible and depending on the right team member's availability. Sometimes we will ask a client to call us back but we also offer callbacks, WhatsApp, and online support, all normal practices in the Customer Service industry.

We answered your queries, remotely helped you with the installation, corrected the wrong order placed (you ordered two central heating filters for the same boiler), and refunded the wrong part speedily. I’m sorry our efforts to provide support weren’t as fast as you expected but we received, processed, and resolved your queries on the same day. Complaining an engineer was snacking during a video call that was made during his lunch break and that he rushed seems to me a bit of a stretch when you were given the advice needed to fix the installation you were doing. More so the engineer and the Support Team member present at the video call confirmed your manners weren’t precisely polite or agreeable. We weren’t aware you were expecting a follow-up call either as per the advice provided the issue was fixed.

We urge you to reconsider your review in name of what truly happened. We pride ourselves on the Service and Support we provide to our customers and the installers community.

If you would like to discuss this matter further, I’ll be glad to set aside time for you.

With regards.
Jessi Nagi
Admin & Accounts Manager

Resposta da Electric Combi Boilers Company

14 de dez. de 2022

Thank you for your kind words Jaspal!

Resposta da Electric Combi Boilers Company

14 de dez. de 2022

Thank you for your kind words Lydia! It was a pleasure talking to you.

Resposta da Electric Combi Boilers Company

Atualizado em 28 de nov. de 2022

Good afternoon Jess,

First of all, my apologies for the delay in answering you and taking action on this situation.

I have just now become aware of the issue, I have checked with the Support Staff and went through the emails exchanged and noticed that, as you said, you have received no further contact since October 7th. Somehow your emails went unnoticed by the team, an occurrence we will investigate as well.

According to our files, the engineer that visited your property on September 26th changed the 6-bar pressure relief valve that was dripping. He noticed that the water pressure coming from the mains was high. The job was charged as per our normal Callout charge because your boiler was no longer under manufacturer's warranty.

The mains cold water pressure can fluctuate during peak and off-peak times. This fluctuation can affect the boiler hot water cylinder pressure relief valve.

The pressure relief valve (blue tap) main job is to let excess pressure from the boiler out to prevent the boiler from overheating, malfunctioning or breaking. This pressure relief valve will drip when it detects the build-up of pressure to protect the boiler. When the pressure inside the boiler remains between 1-2 bars, this valve will not drip.

What your plumber said is partially correct, meaning that the pressure relief valve won't leak if the pressure inside your cylinder is between normal parameters but he forgot to mention that it is the valve's job to let the pressure out if it is too high, I hope this clarifies the why it was leaking.

As our engineer advised before, we kindly reiterate that there's no fault with the boiler.

If you are still having issues with the water dripping from the pressure relief valve in the boiler, we will recommend you to have installed a pressure-reducing valve and set it to a 2 bar maximum and a 2 Litre potable expansion vessel.

Example links to the pressure-reducing valve and 2Litre potable expansion vessel are as follows:
https://www.euroboilerparts.co.uk/prc140-altecnic-pressure-reducing-valve-with-gauge-22mm--15mm-1209-p.asp
https://www.euroboilerparts.co.uk/ev300-varem-2-litre-white-potable-water-expansion-vessel-197-p.asp

You will need to instruct a plumber to get the above work completed. If the above work is completed we are sure that the water leak will stop. If this still is a problem after the recommended repairs, then we will be sending an engineer again to further inspect the issue.

Please make sure to read the following as well: https://www.advancedwater.co.uk/blog/unvented-hot-water-cylinders-fault-finding-guide-engineers

Please rest assured that the problem with your boiler is now on my radar and I will be keeping taps with it.

You can always contact us also via our new WhatsApp Support Text Line at 07888677250, Monday to Friday, 9am to 4:50pm.

Kind regards,


Dhillon - Manager
Electric Combi Boilers Co.

Resposta da Electric Combi Boilers Company

24 de out. de 2022

Thank you for your kind review Josie! We'll make sure Jaz get your comments. If you have questions about the boiler, we will be happy to help. Letizia

Resposta da Electric Combi Boilers Company

5 de set. de 2022

Dear Julie,
It was my pleasure. We, as a team, do our best every day to provide the best support and care for our customers and receiving such a review its uplifting and a great way to start a week. Thank you!
Letizia
Team #ECBC

Resposta da Electric Combi Boilers Company

15 de ago. de 2022

Thank you for taking the time to write your review Steve! We are happy to know everything got corrected soon.
The ECBC Team