Southgate & Culham Ltd

I am sorry you were not satisfied with our service. According to the notes on your file you notified us of a F28 Fault, an Electrode Fault. No other Fault Code was reported, if it had the necessary parts would have been ordered. Our company ethos is to cause the least amount of expense to customers, wherever possible. We ordered the Electrodes for the engineer’s appointment. The engineer installed them, and the boiler fired up with no other Fault Code showing. Boilers will continue to go to a fault code if there is another part that has failed. Checks and tests were done and the boiler was left in working order. When we received a phone call from you a few hours later we were told the boiler had failed. The engineer was contacted and he explained the fan was noisy and the diverter valve slow to change over. Both parts are expensive to replace and we advised it would be cheaper for you to get a one-off call out with Valiant. Also, as the boiler is a combination, and you were without heating and hot water, Valiant would be able to resolve the problem quicker, they carry parts, we would have to visit, diagnose and then order the parts, with the current crisis this might have delayed fixing and could potentially have cost you more than using Valiant. We did not discount our invoice as we did repair the original fault. Unfortunately, as with cars, when a boiler gets old replacing one part can lead to another part failing. Again, we apologise you were not satisfied.