I’ve had problems with either my Hive or boiler for the last year. Despite getting a gas engineer to do a service last February and finding everything working fine I was noticing that radiators were going on in the summer when Hive is set to “off” ,heating would carry on heating after the maximum temperature was reached or stop before it has. I called British Gas and asked if I can get cover but was very transparent about the problem. They said I could still get cover and in the first service they could tell me what needed fixing then I would be free to either accept a quote or not - in which case my cover would be cancelled.
The engineer showed up for the first visit and asked if there were any issue. I told him about the temperamental heating issues and he diagnosed it as an issue with a divertor valve. He then opened the taps and due to low flow in my kitchen tap tested other taps that were fine. He told me I also needed to change something called a heating exchange plate that was not causing the heating issue but low flow. I explained that I’ve always had low flow before the boiler was fitted, there had been no deterioration of flow and that the kitchen tap in particular had issues- so how was he confident that there was an issue with the boiler. His responses were- “taking apart the boiler to show you is not part of the first visit”, “I don’t have x-ray eyes to show you what’s inside the plate”, “it could be that other taps working well have different connections” and “how old is your boiler anyway?!”
I am more than happy to pay for the divertor valve which is supposedly causing the issues I’ve noticed but am extremely frustrated about being held over a barrel to fix an un-related unproven issue the only evidence for which apparently is low flow in my kitchen tap which has always been there. Am I unreasonable to request more transparency for how this diagnosis has been reached?