Appalling service - how to escalate complaint

[Coldmother5days]

Hello

On returning home from hospital with my 6yr old daughter we found the heatlink attached to the boiler no longer working so the house was freezing. It has been since Sunday. I went on the website and completed the form with Boxt to get an engineer out with a new heatlink. It said they were coming Wednesday. The guy did turn up on Wednesday however he did not bring the new heatlink with him, he said he would return on Thursday. By 4pm no one had showed so I rang Boxt and they said the job had been signed off as done, I explained the situation and they cut me off and rang back shortly later and said the engineer had accidentally signed the job off but was on his way with a heatlink. I rang back at 6 as no one showed and there was only a switchboard available to take my call despite being nice and taking my details they were no help but assured me someone would contact me last night. No one did. I rang this morning and the Boxt customer service said I can see you rang yesterday I will log your call and see when we can get someone out. I told him someone had to come todya I had a poorly child and a freezing house, he didn’t take much notice and just said some one will be in touch goodbye. 

If I had known how rubbish and slow this service was I would have taken a different route. How can I escalate this as a complaint please? It is now 5 nights in a freezing house with a poorly 6 year old and I am disabled myself. 

[UanaC]

Hello there! I am so sorry to hear about your experience with our partner, but I'll be more than happy to help out. For the complaint you've mentioned, you'll need to reach back to BOXT support. If you did not receive the Heat Link replacement yet, can you please answer to these questions:

1. How long has your thermostat been installed for?
2. What is showing on the Nest thermostat display?
5. Have you had any power cuts recently?
6. Have you had any work done on your electrical or heating systems recently?
7. How many zones are present in the setup?

[JMK2]

My heatlink had the same problem and now I’m waiting for Boxt to attend.  I’m appalled at how Google has failed to take responsibility- proactively- to a known defect. I’m told by Google to “rest assured” they will address my problem.  I don’t think they understand how traumatic it is to live without heat or hot water.  They could proactively recall these devices - but that would then make it public how unreliable they are.  I hope your problem is resolved soon 

[UanaC]

Hi there @JMK2, I've just replied to your post. Let's continue our conversation there.

[Coldmother5days]

Hi the service from BOXT was absolutely rubbish however they have now eventually fixed it. I recommend you google as a company should tender out again to get a contract with someone else. 

[UanaC]

I hear you. I'm glad that everything is back on track and I'm again so sorry that you had to go through this. Thanks for sharing your thoughts and experience with me. We're always looking for ways to improve and I'll take this as feedback. You can share your feedback by following this link: https://goo.gle/3kMJua1. Is there anything else I can assist you with at the moment?

[JMK2]

One way Google could help is to proactively identity the devices that are likely to fail, given the experience you have documented, and have Boxt proactively replace them before then fail and customers are left without heat or hot water 

[Paul_R]

Thanks for bringing up this point, I'll make sure it's taken into account as well as it is clearly a valid point you've made.

[AlexD]

Hi, just wanted to check in. Is there anything else I can perhaps try and assist with?

[Paul_R]

Hello! Since you haven't replied in a while, I'll need to close this case for the moment. If anything else comes up, feel free to reach out again. Have a great day ahead!

[Paul_R]

@JMK2 There is a procedure in place, where an email is automatically sent when we notice a fault with the Heat Link, but you can rest assured that we'll take your suggestion into account for the future. @Coldmother5days I'm really sorry to hear about the bad experience that you had with BOXT, and this is not the kind of experience we want our customers to have. We documented the feedback and we'll seriously take it to review, by also keeping in contact with BOXT. Is there anything else me or my colleagues can do to assist you at the moment?

[JMK2]

thank you for the response - without greater publicity around the failure of these devices, the emails could be disregarded as fraud. That’s what I did. I thought it was someone running a scam.  But no - it was my Neat thermostat defect.  You really should make this better known