We Compare Boiler Manufacturer Aftersales Care

Who are the main boiler manufacturers in the UK? Which is the best boiler manufacturer? Who offers the longest boiler warranties? We compare the UK's most popular boiler manufacturers to see who gives the best after sales care.

It’s not just about getting a high quality boiler… we compare the after-sales performance of 9 boiler manufacturers - Worcester Bosch, Ideal, Vaillant, Baxi, Potterton, Glow-worm, Main, Viessmann and Main - to see who gives a great all round service in the industry. We have looked at call centre opening hours, call waiting times, how long before an engineer can attend a breakdown and warranty periods.

More often than not, we rely on the installer to advise us on which boiler we need. Most boiler installers will work with their preferred manufacturer and get accredited with their installer scheme. This is great news for us as customers because we can benefit from free extended manufacturer warranties by using an approved contractor. However it also means the boiler recommended to us by an installer is from the range that they prefer to fit.

So, we want give you an objective view of boiler manufacturers and what they offer. The tables below set out some of the most important factors to consider when choosing a manufacturer. Including, how long is the manufacturer’s call centre open?! You may get a 5 year warranty with your new boiler, but if the call centre is only open weekdays then you may go a long bank holiday period without heating and/or hot water.

Call centre opening hours

Most manufacturers detail their opening hours on their website. Where they were not available or not comprehensive, we phoned the call centre to confirm their opening times. It is good to see that most main stream boiler manufacturers open 364-365 days a year! Hours vary slightly. Only Ferroli and Viessmann offer a much reduced call out service for their boilers, closing Sundays and most Bank Holidays.

Call centre
opening hours
Worcester Bosch Vaillant Glow Worm Ideal Potterton Baxi Ferroli Viessmann Main
Mon - Friday 7am–8pm 7.30am–7pm 7.30am–7pm 8am–6pm 8am–6pm 8am–6pm

 8.30am–5pm

Friday 8.30am–3.45pm

8.30am–5pm  8am–6pm
Saturday 8am–5pm 8am–3pm 8am–3pm 8am–4pm 8.30am–2pm 8.30am–2pm Closed 9am–2pm 8.30am–2pm
Sunday &
bank holidays
9am – 12pm 8am – 12pm 8am – 12pm  8am – 12pm   8.30am – 2pm  8.30am – 2pm Closed 9am – 2pm 8.30am – 2pm
Called centre
closed
Christmas
day
Christmas
day
Christmas
day
Christmas day Never closed Never closed Closed on all bank holidays

Closed on all bank holidays 

with the exception

of Good Friday&

Easter Monday

Never closed
Call centre
location
Worcester Belper, Derbyshire Belper, Derbyshire Hull Warwick Warwick Burton on Trent Telford Warwick
Phone number 0330 123 9559 0345 602 2922  0345 602 2922  01482 498 660 0344 871 1560 0344 871 1545 0330 205 0005 01952 675 060 0344 871 1570
Page link  View View View View View View View View View

 

Booking a call out in the event of a breakdown

How long will I wait for an engineer to attend my boiler during the manufacturer’s warranty period? It is an important question! It is great to get a free extended warranty or guarantee from the manufacturer, but how quickly can they respond when you need them?

Test conditions

On Monday 11th December 2017, a cold day with temperatures at around 2 degrees and snow fall in many parts of the country, we phoned each manufacturer to see how quickly and easily we got through to a person (phone calls took place between 2.30pm – 3.10pm). We phoned the customer service line and, where options were presented, selected the option to book an engineer call out for a boiler fault within manufacturer’s warranty or guarantee period. We also asked how long it would be before an engineer could attend.

Test results

All manufacturers performed very well. This was a busy day with many call staff struggling to get into work themselves through the snow. The longest anyone would have to wait for an engineer was four days, with most customers getting booked with 24-72 hours of calling in.

NB: Vaillant and Glow Worm are part of the same group. Potterton, Baxi and Main are also part of the same group. In both cases the manufacturers in that group share a call centre and team of engineers.

Call centre
opening hours
Worcester Bosch Vaillant Glow Worm Ideal Potterton Baxi Ferroli Viessmann Main
How quickly did we get through to a person? 12.07 mins 3.13 mins 3.13 mins 1.58 mins 10.21 mins 10.21 mins 5.51 mins 0,21 mins 10.21 mins
How many 'options' did we have to go through to get to the right person? No options – went straight through to booking. Two options to get through to book an engineer’s visit under guarantee (opt 2 and opt 4) Two options to get through to book an engineer’s visit under guarantee (opt 2 and 4) One option to get through to book an engineer’s visit under warranty (opt 1) Two options to get through to book an engineers’ visit under warranty (opt 1 then opt 2) Two options to get through to book an engineers’ visit under warranty (opt 1 then opt 2) Three options to get through to book an engineer’s visit under warranty (Opt 1, then Opt 1, then Opt 1) No options – straight through to booking. Two options to get through to book an engineers’ visit under warranty (opt 1 and opt 2)
How long before an engineer could attend? Wed - Thurs Wed - Thurs Wed - Thurs Tues - Thurs Thurs - Fri Thurs - Fri Wed - Thurs Tues - Wed Thurs - Fri

NB this is a single point in time survey and call centres may under or over perform these results at different points in the day or year.

Boiler cover

The length of boiler cover and who attends are important factors in manufacturer selection. Most manufacturers offer standard warranties of 2-5 years that are commonly extended at no extra cost to 5-10 years if fitted by an accredited installer. If you do prefer a particular boiler manufacturer then you will get a longer period of boiler cover by using one of their installer network. Some manufacturers now offer Guarantees instead of Warranties. Guarantees are more comprehensive than warranties – more in our Guide.

Most manufacturers employ their engineer workforce however many rely on approved sub-contractors during busy periods. Most boilers are manufactured in the UK. The table below sets out which manufacturers offer warranties or guarantees and the length of cover. 

  Worcester Bosch Vaillant Glow Worm Ideal Potterton Baxi Ferroli Viessmann Main
Employed engineers Yes Yes but some subcontract for back up Yes but some subcontract for back up Yes but some subcontract for back up Yes but some subcontract for back up Yes but some subcontract for back up Not Known Yes Yes but some subcontract for back up
Warranty or Guarantee (Guarantees are more valuable) Guarantee Guarantee Warranty Warranty Warranty Warranty Warranty Warranty Warranty
Length of FREE cover with registration / fitted by registered installer 7 - 10 years. 7 - 10 years. 2 - 7 years. 5 - 10 years. 7 years. 3 – 10 years. 5 years. 5 - 10 years. 3 - 5 years.
Country of origin UK / some CDi models in Germany UK UK UK UK UK Italy Germany UK