Complaints email address please

[Lennia]

Please can someone give me the email address for the head of the customer complaints team? Boxt engineer left us without heating after a botched repair and refused to come back. Customer service won't send the parts for me to get an independent engineer to fix the fault. Disabled family left without heating, absolutely disgusting service. 

[David_K]

Is this what you’re looking for?

https://www.boxt.co.uk/contact-us

[AndaD]

Hi there Lennia, thanks for reaching out. I am sorry to hear that you encountered this situation. No worries, we'll find a solution together. Can you provide me a few more details about when this started and what exactly happened? I'd like to gather all these details in order to have everything documented. 

[CristianC]

Hey @Lennia. Just checking in. Do you still need our help?

[Lennia]

Hi, sorry, yes please (my daughter has just had an operation, so I'm a bit behind). Boxt came out to "fix" the Heatlink on 5 April. Prior to this a friend had put the boiler over to permanently on so that we could turn it off and on using the power. The Boxt engineer replaced the receiver but left without any evidence of the heating being working. He told me it would take an hour for the thermostat to recharge and that if it wasn't working after an hour to text him. It wasn't working after an hour, but when I text him, he said he was on another job an hour away and wasn't coming back. I rang Boxt and said someone needed to come straight back because I had heating before their engineer came (albeit via the power switch) and I didn't have heating afterwards. They said they would put me as highest priority. I'm still waiting, 20 days later, for them to send someone, and I received a text and email from them saying my case was closed. I paid my own heating engineer to come out, he diagnosed the base plate as having blown as well, and that the Boxt engineer hadn't paired the receiver to the thermostat, so it was NEVER going to work. He has removed the thermostat and it is plugged into a phone charger in my kitchen so that it has power (because the base plate wasn't providing power). He also said that the thermostat was behaving oddly as well. Google are saying that they won't send out the baseplate and thermostat until I've provided a diagnostic report from my engineer including a video of him testing the base plate that he's already removed. He's been on holiday for Easter and hasn't been able to do this yet as he came out as an urgent job and is fully booked. Whilst I have heating currently, I really resent the burden of this being on me, when it's the Boxt engineer who failed to complete the job, and left me, a disabled person with a disabled child and another child who's just had an operation, with no heating and refused to come back and sort it out.

[CristianC]

Hey @Lennia. I'm sorry to hear about what happened. It must be very frustrating. Can you share your case id with me? I'll look over it. I would also like to see the power readings while the thermostat is on its base. After you charge it, check the battery level and VIN/VUSB in Settings > Technical Info > Power. It would be very helpful if you could also check the voltage at the T1 and T2 terminals. Most likely this is why the agent asked you for the diagnostic report. 

[Lennia]

The base plate on the back of the thermostat in my handWhere my thermostat currently isPlace where the thermostat wasPower infoThe original error message, which was the same error message after the Boxt engineer left as before he replaced the receiver

[CristianC]

Thanks for the photos, @Lennia .

I see that you connected a USB cable directly into the base and it's charging. It also shows 5 volts at VUSB which is what we want to see while it's powered by USB. This means that there's no issue with the base. You can use the USB cable instead of the T1 and T2 wires from the Heat Link. Does your thermostat power off while it's charging via USB?

I can also log in your complaint about the BOXT engineer. Can you please confirm your case number?

[Lennia]

My case number is 8-0250000032235. I'm not able to give power readings whilst the thermostat is on its base because the base had to be removed from the wall and attached to the thermostat before the thermostat would work. I also don't ever remove it from the phone charger because I am too scared that this will stop it working and I will again have no heating, so it's just permanently plugged into my phone charger and I've had to get another one. Luckily it doesn't power off whilst it is connected to the USB cable, it functions as it used to when it was on the wall up until the failure on 5 April. Whatever the Boxt engineer did, did not resolve the issue and I still had the Heatlink error message after his visit. The voltage at the terminals was measured as zero with a device my engineer used, but when the base plate was removed, the voltage from the wires from the wall was present and was whatever it is supposed to be - I know because I was concerned that perhaps the wire in the wall had blown, so I specifically asked him to check that and it was fine. So basically there was live power from the wall to the base unit, but no power going through the base unit to the thermostat. However, to get the thermostat to accept that it was part of a functioning system and communicate with the receiver on my phone charger, the round base plate part that plugs into the back of the thermostat had to also be removed from the wall and is also in the kitchen. It is not a viable solution long term however, as it registers temperature fluctuations from the hob and kettle, and the kitchen is a colder room, so the rest of the house gets too hot. I want it to be installed back on the wall, but as I said, the power is not getting from the mains power to the terminals.

[CristianC]

Thanks for the details @Lennia. I'll document your case and transfer it to the appropriate department. Can you also help me with the date and time of your appointment and the BOXT Installer ( name or id )?

 In the meantime, you can put the thermostat and base back on the wall, it looks like it works as expected. You can still use the USB to charge it even if it's on the wall. 

To troubleshoot the issue with the T1 and T2 wires ( mains powered ). I'd have to know the voltage at the T1 and T2 terminals at the base and at the Heat Link. I'm thinking that the wires were either loose or they are damaged. 

[Lennia]

The appointment was 5 April (fault must have occured 2 April looking at my messages) and the engineer was Ben. There were two of them and they arrived approx 3.10pm, left at 3.40pm, told me to wait an hour, then when I rang at 4.40pm he didn't answer, so I messaged and he said he was at another job an hour away and wasn't coming back, that it was working when he left. It couldn't have been working as the receiver and thermostat weren't even paired and the heatlink message was still there.

I am too afraid to move the thermostat, so I will be leaving it in the kitchen until my engineer can install it on a new base plate. I don't want to run the risk of upsetting it when it is sort of working. My engineer installs Nest thermostats regularly and did all the proper checks to diagnose the fault. I don't remember the number, but he used voltmeter and everything at the boiler end was fine, and the wires coming out of the wall were fine, but the power was not being transmitted through the base plate to the thermostat. The wires are not damaged or loose, this has all been thoroughly checked already. He was here an hour checking everything and trying to bypass the Heatlink so that I would have heating and control of the heating. The point of failure appears to be the base plate as this is the only thing we can't check without a replacement part.

[Lennia]

Boxt engineer did not check the baseplate in any way whatsoever, did not use a voltmeter to test the terminals, did not pair the thermostat.

[CristianC]

Thanks for the detailed explanation, @Lennia. I documented everything and transferred your case to the appropriate department. The base plate of the thermostat works as expected. I don't see any issues with it. 

[Lennia]

Then why is there no power? What happens now? 

[CristianC]

Your complaint is going to be reviewed by an agent. Upon checking your photos, the base plate does provide power. Since it works with a USB cable, it will also work on the wall. 

[Lennia]

But it doesn't, on the wall it just gives the heat link error and the battery runs out and it powers down asks I have no heating. 

[CristianC]

It means that the wires are either damaged or they are not connected properly to the base or Heat Link. However your base does work, otherwise it wouldn't power the thermostat via the charger. 

[Lennia]

Is the heatlink what I would understand as the receiver? Which was replaced by Boxt. If the wiring has been damaged then this has happened as part of the heatlink failing, however the wires when tested were live, the terminals were not and I don't see how the wires would have come loose at the exact same time as the receiver died and be a separate issue. Presumably power from the terminals goes into the base plate via a different component to the USB port. Thank you for referring this over to complaints, will they fix my Nest system? 

[CristianC]

Yes the Heat Link is the receiver replaced by BOXT. To power the thermostat, it has 2 low voltage wires connected to it ( T1 and T2 terminals ). You can attach those wires to the base and the thermostat will receive power. If you remove the thermostat from the base, you'll see 2 terminals labeled as T1 and T2 ( different from the USB ). The agent handling your complaint sent you an email. You can ask them if BOXT will return to put the base back on the wall.  

[AnaM]

Hey there,

Is there anything else you need help with?

[DragosC]

Since I haven't heard from you in a while, I'll have to close this thread. Should anything else come up, please open another thread and we'll take it from there. Have a good one and stay safe!