“Had a Baxi Ecoblue 30 installed 2 years ago and it worked a treat. Came with a well- documented 7 year warranty. A week ago it had an ignition fault, OK these things happen. My plumber diagnosed a stuck gas valve. Went on line and filled out the 'Boiler Warranty Claim' form. Web site has a number of glitches - asks for a 14 digit serial number, actually it's 17. Pull-down fault selection doesn't work, etc. In other words it needs re-design! (doesn't anyone test these things?). Baxi did call back that evening left a message - we did NOT have warranty cover, the serial number was wrong and would we like extended Warranty cover? (how did they conclude we didn't have warranty cover if the serial number was wrong). I re-did the website form. Then another call that was so quiet we could NOT hear it. The earlier call suggested calling a help line. First attempt, 2 hours waiting on the line. Second attempt 1 3.4 hours waiting. Appalling Muzak by the way!
Frustrated, I've asked my plumber to come an fix it anyway, it's worth it to get it working rather than Baxi's 'Warranty'!!
Great Boiler that was reliable - RUINED by Baxi's attempts to provide a warranty repair service!! Good example of how to trash your image.......”
“Took 2hrs on hold to get appt. Engineer didn’t turn up… Another 3hrs on hold and cut off. What are you supposed to do…
Tell everyone not to purchase Baxi!”
“An engineer was supposed to call to repair my boiler today. Its 3.30 still no show & been trying to get to speak to someone for 2 hours and still no answer!”
“I've had several Baxi boilers in several properties. They've all needed to be rebuilt several times with some very expensive parts needed replacing.
Baxi's own breakdown service is very slow, taking up to two weeks and I've even had appointments cancelled without notice after a long wait forcing me into replacing boilers rather than go without heat or hot water despite paying for cover. Some engineers try and tell you that a new boiler is required even before looking at the boiler, they're as much sales men as engineers, they're paid to be so. Generally, my 15 years experience tells me never to touch this brand again. Its false economy on many levels.”
“BRAND NEW BOILER FAULTY TWICE NO ONE TO TALK TO.
BAXI COMPANY IS BIG LAIR AS THEY GIVE TELEPHONE
NUMBERS WHICH THERE IS NO ONE TO TALK TO.
FREE ADVICE: REMOVE THE TELEPHONE MESSAGES AND JUST PUT ONE SIMPLE MESSAGE.
DON'T CALL US FOR ANYTHING OTHER THEN WHERE TO BUY OUR HORRIBLE BOILERS FROM.”
“Dreadful company, refused my warranty claim on a technicallity. Would have given zero stars if I could.
I had the misfortune to buy a property with a Baxi system boiler (a system boiler is the most simple boiler you can get with very few components in it). The boiler is 3 years old this month and the previous occupants didn't have is serviced as it was due just before they moved out.
The service is a couple of months overdue now as we hadn't realised it was due and the fan has failed leaving my wife and two small children with no heating or hotware.
The fan (and the PCB that drives it) isn't part of the service and therefore the service would have made no difference to the fan failure, however, they gleefully refused a warranty claim on the unit which still has four years of its warranty left.
If your in the market for a new boiler my advice would be look elsewhere because if my experience is anything to go by the boilers don't last and the company will try and wiggle out of any warranty claims that they can.
Also it took me an hour and half to get through to their helpdesk to be told my warranty wasn't valid, I can only assume this delay is due to the sheer volume of people having to ring up to try and book warranty repairs.”
“After. Service is awful
There web directory states the engineer will call and book a time in on the day of visit.
But in reality he calls when at the front door.
So if you don’t live at your property you will need to wait in all day.”
“2 visits for an engineer booked online, no contact and no engineer arrived. Feedback form ignored and cannot get through to customer service by telephone. Appalling service.”
“Had various issues with Baxi, firstly they refused to honour my warranty because it was over a year since the last service, however, this was during Covid, thankfully this decision was reversed. I have been without hot water and heating for three days now as a result of a fault on a 3 year old boiler and could not get an appointment to the following week, very stressful situation, plus they don't seem to answer phone, appalling customer care, actually to call it care is wrong.”
“I have been without heating and hot water for 7 days,engineers and customer service lie and appointments they don’t turn up and are rude and don’t clean up after there self,advise to others don’t use this company”
“Diabolical customer service. Paid for a service. states in their message the engineer will call between 8am and 10am with a time slot. No call, and no answer when you call customer support.
Should have got someone local out. Went with them as hoped I would receive a professional service. Never again!”
“I personally wouldn't give them any stars on the reviews, promises not kept thus in short resulted in them not coming out to fix my boiler under their own care plan for over 6 weeks. Problem still ongoing currently. My boiler was leaking they waited for the part, had the part arrive but would not get their engineer to fit untill 6 weeks after. Made appointment and did not keep with their own appointments as we was considered priority, even though we had no hot water or central heating for 7 days. They simply did not care. Really bad wouldn't recommend them to anyone.”
“Terrible customer experience. In short, the engineerer cancelled an appointment the last minute (which takes a couple of days to book) as he was unable to park. The car park is just next to my place-such a joke. No proper apologies from a company, though all agreed that it was unacceptable. No way to reach an engineerer on the phone as calls are from private numbers. Now I have to wait for the next couple of days to get an appointment rescheduled. It's also hard to reach the company on the phone. If you need a prompt service it's not an option.”
“I need to get hold of technical help on occasion, getting through to them is appalling, they hold my record of being kept on the phone waiting at 58+ minutes i then hung up and sent them an e-mail. A return e-mail promised a call back from Baxi technical, i was on the phone when they called & they left a message saying they would try again, despite another e-mail they have failed to do so. Their customer service is diabolical.
I fit boilers for a living, i usually fit whatever the customer wants, but now i try to persuade them against having a Baxi as their back up is worse than useless.”
“I spent over two hours (one call) trying to get through to report a boiler fault (i have a service plan) and not once did i speak to a human or get through to anybody, that's right two hours on one call, to try and ensure my 6 year old daughter will have unrestricted heating this evening, I could not even leave a message or email as telephone is the only means of contact.”
