Baxi UK  Reviews 

My boiler was due its annual service.
Received an email prompt and booked the service through the Baxi website. The engineer called as promised and called again when on his way to my house. He arrived as agreed. He seemed to do a thourough job and was pleased to higlight the inside of the boiler and components. He explained that by lowering my settings I might save unnecessary expense. Very pleased.

Called Baxi Service Dept to book an engineer visit for an intermittent boiler fault. Took a while for the phone to be answered. I Spoke to Pooja who was very patient, polite and thorough. It was worth the wait. She arranged everything, engineers visit, spare parts and care plan. So good speaking to an actual person rather than a Chatbot. Thanks for what you did for me today Pooja.

Great service, knew straight away it wasn't the boiler but the receiver. Great efficient service.

Quite a complicated scenario bearing in mind a new build property where the boiler had been registered almost 2 years before we became first owners - sorted without fuss by very efficient lady in the office. Actual fault was not as diagnosed by our usual plumber during annual inspection but sorted perfectly by Rod the engineer.Impressed with the service from both people.

good communication, on time & very professional.

Intermittent fault on boiler 3 weeks from end of 10 year guarantee. No problem engineers appointment made. Explained problem to engineer who adjusted what he believed caused the problem. Did thorough check on boiler including gas connection outside as E133 low gas pressure was fault. Checked other potential causes but gave boiler clean bill of health but said if any further problems get back in touch as tried before guarantee v ended. Courteous and considerate at all times.

I have had my Baxi boiler for 6 years now and keep it services so enjoy the benefits of the 10 year warranty. When I contacted Baxi customer services they had an engineer available within 24 hours. The booking process could not have been more simple.

The engineer called before arriving and was excellent. He checked over my boiler and identified an out of spec component and changed it in no time at all.

On further testing it was discovered that the issue was actually with my incoming gas supply. I asked what I now needed to do (as the boiler was no longer the issue) and the Baxi engineer said "Nothing, I will contact all the relevant parties" which he did.

Everything was set in motion and within the hour another external engineer arrived to check out my supply and a short while later I was back up and running.

Initially I was a reluctant Baxi purchaser having always had another brand of boiler but I honestly cannot fault the service I have received on the few occasions I have had cause to contact them.

The service by the engineer was excellent. Sorted the issue within 15 minutes and was gone.
However when he phoned to tell me when he was likely to arrive he wasn't quite sure what problem I had reported. Is that messages not being passed correctly?
The only negative that I would have to report, and it is the reason it is not a 5, is the booking process. I would have preferred to be told whether it would be an am or pm delivery. I was told anytime from 8am to 6pm.

Excellent service from phoning about my boiler not working
Out the day after
To ordering parts was all fixed in under a week
Jack who was the engineer went above & beyond to get us back up & running
Thanks jack !!

Engineer arrived as time scheduled
Very efficient, clean and tidy service

The process of getting a warranty repair on a water heater was not acceptable.

1st Visit - The engineer turned up without any warning and then would not carry out due to poor access. We wanted to be in attendance to assist as access was not straightforward but were never contacted despite requesting a time and date.

2nd Visit. We turned up with specialist and access equipment to assist but Baxi sub contractor did not turn up. We did not learn of this until mid afternoon so a total day was wasted as Baxi communications are zero.

3rd visit - Requested an AM visit due to the previous problems but they turned up at 1.00PM to carry out the repair.

Baxi need to sort out this mess for what should be a straightforward repair with much better communications.

Unfortunately I didn’t call Baxi until my local “expert” failed! Once Baxi became involved all my problems were very quickly resolved. Speed of service excellent, and all staff from those on the phone right through to the engineers were clear and pleasant to deal with.

I do like baxi and if you call up with a fault they are usually out there the next day.
My only gripe is the amount they charge monthly for the boiler service. £57 is rather expensive when you are on a budget/pension.

Shane called to deal with our problem. Gave us advice which we carried out and it resolved the problem Excellent service once again.

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.