Forum Topic

Has anyone used Vaillant customer service recently?

I'm trying to decide between Vaillant and Worcester-Bosch for my replacement boiler. I know the product quality of both brands is good, but I'm interested in their after-sales customer service. For some reason, Vaillant's Trustpilot ratings have plunged from nearly all excellent to mostly terrible, since early December - whereas Worcester-Bosch's have remained constantly high during the same period. Does anyone have first-hand experience of dealing with Vaillant's customer service recently, or any insight into what might have happened to them (and not W-B)? One theory I heard was they might have changed their call-centre. Thanks!

Mark Boulding ● 1668d4 Comments

So both provide good quality boilers, but one no longer provides good service whereas the other one does. Hmmnnn, difficult one..

Michael Brown ● 1668d

Thank you for taking the trouble to reply, Mr. Brown. Yes, it would seem an easy dilemma to resolve! However my installer first recommended the Vaillant, so I'm in a bit of a bind. I was (am) hoping, perhaps naively, there migh be someone on the Forum with actual first-hand knowledge, who could give some insight into whether Vaillant have a transient problem like teething troubles with a new system, or a more permannet one, such as being taken over by a company with a lower commitment to customer service.

Mark Boulding ● 1668d

Ok, Mark, but there's nothing worse than bad service with such things. I left British Gas a year ago due to bad service. I can't tell you how bad it was. I'd rate it among my worst life experiences - just to get the heating back on.

Michael Brown ● 1668d

My installer recommends Vaillant and has put two in for me over the past 20 years. If I have any problems, I contact them and get them to deal with it.

Susan Kelly ● 1668d