Baxi UK  Reviews 

Had no problem with Engineer who came out to fix boiler,he explained problem and then fixed it.
However trying to book an appointment for engineer to come was not so good, 2 thirty minute plus waits on the the phone was'nt very good!

Contacted Baxi for a repair under warranty. An engineer was with us within 24 hrs and the issue was fixed. Really pleased given the time of year. I thought it would take days for them to repsond.

Very disappointing. First attempt at having made an appointment for an engineer. My appointment was cancelled without my knowledge. A wasted day waiting in for nothing. Second appointment was made only availability a week later. This appointment another no show. Third attempt finally turned up only to be told they could not help me with the heating only the boiler. Awful experience with them.

The call operator was polite and helpful and booked an engineer the day after our boiler was flashing a fault with the fan and closed down. The engineer didn’t take his bag from his shoulder before telling me he couldn’t look at the boiler because it ment him going up two rungs of a step ladder. Although he had the part in the van he quoted company policy not to sell it to me. This is health and safety gone mad especially because I had a vulnerable person in the house. I have had to engage private engineers who explain that although it is the fan, because of the way baxi boilers are made, it would be the whole section that would need replacing. Although this boiler was only installed in 2018 I have decided to have a new one installed NOT Baxi!

My experience with BAXI has been extremely disappointing, and I would seriously encourage anyone considering buying their products to think carefully before doing so.

I have experienced problems with my BAXI heating equipment, including a boiler leak that required an engineer visit. Unfortunately, even that experience highlighted serious shortcomings in BAXI's customer service and communication.

When the BAXI engineer arrived, he claimed he had not been told what the problem was or what he was attending to fix. I had to contact my home insurance company again, put them on speakerphone and ask them to explain directly to the engineer why he had been sent to the property. Surely, if an engineer is being dispatched to a customer's home, they should know what the reported issue is and what they are expected to investigate or repair?

However, my biggest frustration has been the complete lack of support I received when dealing with an issue involving my Megaflo Compact 8i hot water cylinder.

Despite providing the correct model and serial number, BAXI told me they did not recognise the device on their systems and consequently refused to arrange an engineer visit.

Let that sink in. I had a product manufactured under the Megaflo name, yet BAXI's response was effectively that because they couldn't find it on their computer system, they couldn't send someone to inspect it.

Even worse, I was told they would not accept responsibility for the affected part, would not recommend a retrofitting solution and that I would need an entirely new cylinder.

BAXI also promotes a commitment to supplying spare parts for at least 10 years. In my experience, that promise did not translate into meaningful parts support for my Megaflo cylinder. I would genuinely like to understand how that commitment is supposed to work when a customer cannot obtain the support or parts needed to repair their equipment.

I eventually had to use my own home insurance to arrange the retrofit because BAXI simply wasn't prepared to help me find a solution.

The customer service experience was just as bad. I repeatedly asked to speak to the complaints department and spent over an hour on the telephone trying to get my complaint escalated. Even getting access to the appropriate team became a battle in itself.

My experience has left me questioning both the reliability of BAXI equipment and more importantly, the level of after-sales support customers can expect when something goes wrong.

A manufacturer should stand behind its products. It should not leave customers to navigate internal database problems, struggle to obtain spare parts, coordinate between insurance companies and engineers, or rely on their own insurance to resolve problems that should at least have been properly investigated.

My advice to anyone considering BAXI: do your research, look carefully at the after-sales support and seriously consider alternative manufacturers. Based on my experience, I would avoid BAXI if I had the choice again.

A very disappointing experience from a company I expected much better from.

Baxi is a professional company.I called to book an annual service of my baxi boiler and a suitable appointment given. The engineer visited the site and carried out full service. The company listen and put their customers first. I have always had a good experience with them.

Top service and repair . Thanks

Our shower has no hot water still. even after engineer has visited.

Arrived to diagnose a boiler with a small drip. Said needed parts, came back two days later with most of a boiler in pieces. Then said he couldn’t fit the parts he had brought. After he left the programmer stopped working (which he hadn’t changed) and we have been left with no heating or hot water, and they won’t come back for days.

They were subcontracted by Domestic and General and I am concerned they are playing the insurance system for parts whilst not actually fixing issues.

I tried to contact BAXI online to book a repair under the BAXI guarantee at the same time was on hold to the office automatic system for over 30 minutes when I eventually got through I could not book in for the repair until I sent a copy of my service record.
I got a call back in about an hour later to book in for two days time.
I told them what the problem was as I had spoken to my heating engineer.
The BAXI engineer Joseph called me the next day (a day early) informing me he had had a cancellation and would he be able to come that afternoon.
He arrived at the time stated was very polite informative and replaced the expansion tank and valve also a rubber stopper of some description he left the area clean and tidy and boiler working like new .
I've given a five star review for the engineer
But the wait time for the office needs improvement.

Baxi arrived punctually and carried out service and left the area clean and tidy.

The engineer who came to resolve my issue was great. He advised me what action I needed to take. Despite being registered as a disabled customer it took 3 days to organise a visit. I am going to look at alternative cover more suitable

Booked online as phone number was busy.simple to follow instructions and easy to use.
Engineer text to tell us what time slot we had and rang to say we were next and he was on his way, took him 10-15 mins and boiler was back up and running.great service good communication with great engineer explained what was wrong & left parts to prove they were removed/repaired

BOOKING EASY ENGINER EXCELLENT GOOD SERVICE ALL ROUND

Always on time know his job and very pleasant explaines everything he is doing

Professional, friendly and efficient service to make a repair under warranty.
Thank you

What an amazing company to deal with. The level of response and customer service is wonderful. The initial telephone response was exemplary, appointment provided for the next day, engineer let us know what time he was coming and arrived within 1 minute of it. Repair completed speedily and problem explained clearly. Can’t recommend highly enough.

The Engineer arrived on 28th October at the time that he had text; he was familiar with my Combi, he was efficient in finding the fault and ordering the parts.
Unfortunately, due to a reduction in the numbers of engineers servicing the south of England, he could not give a date for the repairs to be made.
When I rang the next day, I could only get an appointment 8 days later on 6th November.

Chris arrived within his ETA. Was quick and efficient. Clean work, no mess. A very polite young man.