british gas work good or bad

[Billy Bob Bob]

CEO lol kidding

nah looks nothing like him the CEO was on watchdog recently,and thats not a dig doodle thats fact

 

[Doodlebug]

Just a question Doodle what posistion do you hold at BG?

Im a service and repair engineer mate.

 

[SimonG]

All comments aside it would be good for a report back from the op on the outcome of this.

 

[Billy Bob Bob]

All comments aside it would be good for a report back from the op on the outcome of this.

i agree

 

[Doodlebug]

All comments aside it would be good for a report back from the op on the outcome of this.

Is he still online?

 

[Rickster123]

Is he still online?

No he's been banned for using bg!

 

[villa_tom]

Is he still online?

I don't think they liked the can of worms they have opened.

 

[Guest123]

By the way System3, I'm more than happy to deal with any customer complaints, as long as I'm given a work request number, that's all I need. I would never ask for customer details as that is confidential, but any job can be traced via a work request number.

Again that's admirable that you want to both help and defend your employer, but you shouldn't have to do this. So far your companies complaint procedure has failed dismally having taken 2 weeks for a return visit, that has still not rectified the problem. It's as if the OP's problem with his condensate was not deemed to be important enough.

Let me describe my customer service. I had surgery last Tuesday and was back at my customers bathroom installation the next day. That's the main difference between a small business and a large conglomerate like British Gas, the smaller business will always "push the boat out" to make sure his bread and butter business doesn't suffer through a bad reputation while BG being the size that they are can in many cases swallow up complaints without much damage to either their workflow or their reputation.

Unfortunately in the case of any business, it's easier to get a bad reputation than a good one. People love gossip and bad news creates that. That is why most small businesses cannot afford such a terrible customer service as the OP has received.

 

[TBServices]

Hahahahaha, this thread was bound to happen. I'm just gutted I've missed the best bits!

Bet the OP is glad he paid well over the odds now. What a rip.

 

[wards]

ok so i see peeps defending bg and blaming subbies.
so a customer had an issue with bg and contacted me to service their fire.i attended but was unable to complete service as closure plate was fixed behind a marble panel(serviced by bg for ten years prior to me)so was unable to inspect catchment space,she got her son to remove marble so as i could proceed with service and to my horror i found the chimney full up to the letter box opening,cleaned it all out complete with 6 dead birds,took photos and notified heard nothing.wonder why?1 mistake maybe 10 i dont think so.

 

[TBServices]

ok so i see peeps defending bg and blaming subbies.
so a customer had an issue with bg and contacted me to service their fire.i attended but was unable to complete service as closure plate was fixed behind a marble panel(serviced by bg for ten years prior to me)so was unable to inspect catchment space,she got her son to remove marble so as i could proceed with service and to my horror i found the chimney full up to the letter box opening,cleaned it all out complete with 6 dead birds,took photos and notified heard nothing.wonder why?1 mistake maybe 10 i dont think so.

I had this a few weeks ago. "Serviced" for 6 years by BG, I took it out to find a full catchment space and the customer said the fire had never been removed during the previous services.

 

[wards]

not the only one them mmm?

 

[wards]

By the way not here to argue,just point out that they are not the A TEAM they make out to be.

 

[Doodlebug]

Again that's admirable that you want to both help and defend your employer, but you shouldn't have to do this. So far your companies complaint procedure has failed dismally having taken 2 weeks for a return visit, that has still not rectified the problem. It's as if the OP's problem with his condensate was not deemed to be important enough.

Let me describe my customer service. I had surgery last Tuesday and was back at my customers bathroom installation the next day. That's the main difference between a small business and a large conglomerate like British Gas, the smaller business will always "push the boat out" to make sure his bread and butter business doesn't suffer through a bad reputation while BG being the size that they are can in many cases swallow up complaints without much damage to either their workflow or their reputation.

Unfortunately in the case of any business, it's easier to get a bad reputation than a good one. People love gossip and bad news creates that. That is why most small businesses cannot afford such a terrible customer service as the OP has received.

You see this is what I'm struggling with here, I really can't see how this customer has been ignored, it just doesn't make sense, British Gas are now working harder than ever to retain customers and grow the bushiness, in the past the company have been losing as many customers as they have been gaining so as you can imagine with there being a lot more big boys out there trying to muscle in and take customers from British Gas (you've seen and heard the adverts), the company have had a wake up call, that they need to grow and not stand still, there's too much competition now. I would be very interested to find out more about this case as this really wouldn't be allowed to happen on my patch. I know as much as you about this case, all I can do is read the first post and make assumptions, we have no hard facts on this at present, so until we know more, I think we need to sit back and watch this space, I'm still waiting for a pm so I can help with this. Work request number is all I need.

 

[Doodlebug]

I had this a few weeks ago. "Serviced" for 6 years by BG, I took it out to find a full catchment space and the customer said the fire had never been removed during the previous services.

Im not going to lie, I've been behind some British Gas engineers and found the same, they get a very angry phone call from me. I'm tired of saying this now but, I will say it again "I know British Gas aren't perfect" (forget the A-Team adverts) but show me a company the size of British Gas that doesn't make mistakes.

 

[kay-jay]

By the way not here to argue,just point out that they are not the A TEAM they make out to be.

I agree but only from my experiences however that accounts for only a small percentage of the work that bg carries out.....

P.s im drunk:beer:

Sent from my GT-I9100 using Tapatalk 2

 

[Guest123]

Customer has not been ignored, but taking 2 weeks as the OP has said to return to fix a mistake that should not have happened in the first place is NOT good customer service.

For the sake of the OP, I also hope that the situation gets resolved.....and soon.

 

[TBServices]

I learnt very quickly not to listen to a word a customer says. I had a woman say to me once, that fires never been taken out like tht before.

'Yes it has dear, I did it last year' I pulled the leisure plate off and sure enough as always I'd signed the back.

I think customers will always say what you want to hear. It's a psychology thing I think, they want you to feel good so you do a good job.

Actually, she asked me why I had taken it out, I think she thought I didn't know what I was doing at first lol.

The catchment space was literally a foot deep with soot and twigs.

I can tell from your posts (Tom and Doodle) that you obviously take your work seriously and don't cut corners, but its pretty obvious that many of your colleagues do.

 

[TBServices]

Customer has not been ignored, but taking 2 weeks as the OP has said to return to fix a mistake that should not have happened in the first place is NOT good customer service.

For the sake of the OP, I also hope that the situation gets resolved.....and soon.

I'd have been round the following day, regardless of the day/time it was. That's the difference.

 

[SafeGasInstall]

Very true, I've lost count how many times a customer has said "what's that?" (Pointing at my u-gauge) I've never seen anyone do this before, the engineer last year never did this" and sure enough, when I look at who was there last, yes it was me and I know for sure that I did use my u-gauge last year as I know 100% that I do the job right every time.

rule 1 : never trust a customer
rule 2 : always trust your sense
rule 3 : get paid and move along

 

[Rickster123]

525 views and over 80 replies. Wow. I'm not great b.g fan. They stitched me up years ago and never forgiven. However. If this thread hadn't contained b.g in the opening post it would've received half a dozen usual responses of "get the installer back". End of. There's not much more to say really.

 

[Doodlebug]

rule 1 : never trust a customer
rule 2 : always trust your sense
rule 3 : get paid and move along

Rule 1?
Isn't the person who started this topic a customer?

 

[Guest123]

I'd have been round the following day, regardless of the day/time it was. That's the difference.

Completely agree, I would have been round as soon as possible too.

 

[tamz]

I'm sure you are a very good and conscientious employee Stephen but you know yourself what some of your colleagues and even management are like. Some ITL's and SM's only get the promotion because they are better at brown nosing and paperwork that they ever were at their job.
Keep fighting the fight mate.

 

[villa_tom]

Actually, she asked me why I had taken it out, I think she thought I didn't know what I was doing at first lol.

The catchment space was literally a foot deep with soot and twigs.

I can tell from your posts (Tom and Doodle) that you obviously take your work seriously and don't cut corners, but its pretty obvious that many of your colleagues do.

We could say that about any firm though TB. BG get put in the spotlight as they are one of the big players in all of this and their mistakes get blown up massively compared to other firms.
Weve all seen bad install/services/repairs by all sorts of firms big and small, but only the BG ones seem to get reported on.