Frequently Asked Questions

 

1. Is it true you don't charge for a call out?
2. Do you charge for call outs in London?
3. Do you have insurance to cover your work?
4. How long warranty you will give after a repair?
5. What is a typical fee after a successful boiler repair?
6. Do you always adopt a "No Fix No Fee" policy?
7. Have you successfully repaired all the boilers attended?
8. What is your approach if I still have a problem after your repair?
9. Why boiler spare parts are so expensive?
10. Who do you recommend to repair my boiler if you are not available?
11. Why do you hate an intermittent problem on a boiler?
12. Where is a good forum for me to ask for plumbing and heating questions?

1. Is it true you don't charge for a call out?

We don't charge call out fees for local domestic clients within a 10 mile radius from St Albans. As we adopt a "no fix no fee" policy, customers are even not charged for diagnosis. We charge by completed jobs, not by hours spent.

In most of times, we can get into the bottom of your boiler problem by first visit, and explain the fault to you, and give a reasonable quote and timing for coming back to fix it.

If we fixed your boiler by a first visit, we normally charge you between £60 to £90 for labour, plus part or parts incurred.

We wish to make customers happy and wish to be employed to fix your boiler not only this time but possible in the future. We value the trust from returning and recommendation customers and we are getting more and more work from word of mouth.

We charge for Sunday and late evening call outs. We also charge for London call out.

2. Do you charge for call outs in London?

Yes, we do charge for call out in London, at the moment it is £90.

We are often requested to be in London for unusual domestic boiler repairs, and also for commercial boiler repairs. The above fee is for domestic clients.

3. Do you have insurance to cover your work?

Yes, as a limited company, we always have an insurance policy to cover our gas, heating, plumbing and electrical work. Fortunately so far we haven't used our insurance cover for any work carried out by us. 

4. How long warranty you will give after a repair? 

We give one year part and labour warranty for the part or parts we replaced. For the rest of the boilers we don't give any warranty. 

5. What is a typical fee after a successful boiler repair?

First we will always inform you any chargeable service beforehand.

For one visit repair, typical charge is between £60 to £90 for labour. The labour charge will be from £110 to £140 for two visit repairs.

Rule of thumb, we charge around 60 pounds per hour, and we can't work for nothing.

We don't make any money on parts and materials.

6. Do you always adopt a "No Fix No Fee" policy?

For most of boiler repairs, the faulty problems are persistent, so we know which parts are needed to replace. We will adopt a "No Fix No Fee" policy.

Occasionally we come cross intermittent problems, and diagnosis certainty can not be 100% accurate. Particularly in such a case once we are with a boiler but it is up and running again after a break or cooling down period, so the problem isn't really present to us. We will let you know of this uncertainty in time, and it is up to you to decide whether or not go ahead for a repair with some degree of uncertainty.

If unluckily we fall into a wrong diagnosis, we can’t refund you all the cost incurred, but we will try to refund you the labour charge.

7. Have you successfully repaired all the boilers attended?

No! We are still struggling on about 5% of boilers attended, ie, one in twenty boilers, for various reasons - parts being obsolete, beyond economical repair, intermittent problems and even wrong diagnosis etc.

Compared with fellow local boiler installers, we are highly competent on boiler and heating repairs. We earn money on most boiler repairs, and don't mind for no earing on a few of them.

8. What is your approach if I still have a problem after your repair?

Most of cases, around 90% to 95% in total, a boiler breakdown is caused by only one fault, or one failed part. We fixed the problem, and you got a working boiler again, job done!

But on some cases, customers are indeed unlucky to have another problem followed. If the second problem is re-related to our first fix, we will treat it as a new repair, ie a chargeable service. We give warranty on the part or fault we fixed, not for the rest of whole boiler.

9. Why boiler spare parts are so expensive?

On average a boiler is sold at about £700 to an end user. The maximum profit figure by its manufacturer is about £100 to £200. Quite a few boiler manufacturers operate in such a way, make a cheap boiler to entice people to buy poor quality, and then sell parts for a fortune. For examples Halstead comes to mind, Biasi spares are outrageous too, as are Ravenheat and Glow worm.

There was a story I heard while ago about someone pricing up a Ford in spares cost about 50 times as much as buying the car apparently. Buy a car, don't drive it, break it, and flog the parts on fleabay as genuine, unused parts for half price; you'll still run a 2500% profit.

By the way, we don't add a make up on boiler and heating spares.

10. Who do you recommend to repair my boiler if you are not available?

Modern boilers are also classified as electrical equipment, in reality boiler repair jobs are not for traditional plumbers. But by law, you have to be on Gas Safe register to work on boilers, so many plumbers are messing around boiler repair jobs, until you decide to go for a new boiler.

Ian Braithwaite from St Albans, 07837 064698, http://gasengineerstalbans.com/, is another local gas engineer we are impressed on boiler and heating repairs. He was an electric technician before, and he knows modern boilers well. Also he seems not interested in boiler installation, so his opinions on boiler fault finding are at least not biased.

11. Why do you hate an intermittent problem on a boiler?

If you have an intermittent boiler lockout, ideally we want to witness its happening. Often a problem described by a customer can be caused by a series of parts, so if you had a boiler lockout yesterday, but after a couple of hour's cooling down, the boiler might work again while we are inspecting it, we couldn’t pinpoint the part which is having intermittent problem.

We do believe your boiler is having a problem, as it is your boiler and you are familiar with it. But without witnessing the problem, it is often difficulty to get into the bottom of the problem. We don't charge for a call out to locals, and we adopt a "No fix no fee" policy, so we sometimes don't come out for an intermittent problem until it becomes persistent.

We also work for insurance companies. For each a boiler repair these insurance companies don’t allow us to make more than two visits to fit more than one part for obvious reasons.

12. Where is a good place for me to ask plumbing and heating questions?

It is at Plumbing and Central Heating forum on www.DIYnot.com.

http://www.diynot.com/diy/forums/plumbing/

We, under user name as "hertsboilers", often participate on answering questions along with other experienced gas engineers across the country.

 Mobile: 07944 168888 / Email: info@ege.co.uk
Telephone: 01727 537688 / Fax: 01727 537689
Address: 77 Batchwood Drive, St Albans, Herts, AL3 5UF

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