British Gasoline apologises for bad client support
Our buyer expert gets British Gasoline to apologise and send a goodwill payment to a reader soon after its bad buyer support over a heated radiator 
Photograph: Alamy
We had a difficulty with the electric heater in the towel rail in our bathroom. This is component of our central heating method and is used for drying laundry in the summer season months when the rest of the heating program is off.
After considerable problems and the attendance of two engineers from two departments of British Gasoline, below its Homecare 400 contract, they diagnosed the element as obtaining failed.
Then they stated it was not covered underneath the Homeserve agreement. Having checked it and not finding any exclusion in their terms and circumstances I wrote to the chief executive’s offfice at British Gasoline. This was taken care of by British Gasoline most discourteously.
All I received from British Gas was a garbled virtually unintelligible telephone message which included a mobile mobile phone number, which on every single event referred to a messaging services.
GK, London
Your Homecare 400 contract was supposed to cover your central heating technique, electrics, plumbing and drains.
Even when the gasoline central heating is off, the appliance can still be powered by an electric heater in the radiator. British Gasoline says most systems of this type stopped being put in in the Eighties and few are in use nowadays. You say it is a modern day towel rail from a significant producer.
British Gasoline attributes the delay in repairing the dilemma to the product’s attributes. It says it is extremely sorry for the issues you knowledgeable when dealing with its customer service group.
Additional to my involvement it has now repaired the heater, apologised and you accepted its £100 goodwill gesture.