Update on my situation. Chap came and tested the water, showed me that there was not a great deal of iron in the water and so a powerflush was not required and that running it through the industrial magnaclean for a few hours will do the job... Which it did. Had a home magnaclean installed and they have a happy customer again. Engineer must have spent over 6 hours and was very good, explaining stuff clearly when i quizzed him on what he was doing etc.

Further update. Got a call back from the Field Manager who apologised for the delay in contacting me, but he was on holiday and just got back today. He put his hands up re their fault for not informing me of this sooner. He was very good and helpful, explained that some inhibitors do make the water black (Fernox?) but will send a man round to check and if he feels there is iron in the water, he will approve a powerflush. I said thank you and that once we understand if there is a requirement for the powerflush, we can talk about the magnaclean. So from despair with the call centre to contentment as soon as I got the chance to speak to the man in the know.

Bit of an update. After no call back this morning, I rang the 0800 number again and asked to be put thru to the stockport call centre. Apparently, I was already there, so that was good. The lady then read thru my notes and said. Well, the powerflush guarantee came into effect in 2005 so you would have to pay for it again. and that "anyone who has been here a while would have told you that" also that "its the hard water composition which makes the sludge come back". No apology for no call backs at all. She then said she would ask "Mike" her line manager to ask the Field Manager to call me "but, they will just tell you the same thing". No idea if she was fobbing me off or not. MrH said ealier that the guarantee came into effect in 2003, she was adamant that its 2005. I am not sure what the Field Manager will say.

Thanks. Ironic that initially I had a query and now due to the lack of comms it has morphed into a complaint. I have also submitted something via the online complaints form, so will see what drops out of that. Thanks for your help

Just been on the phone to them again. "messages have been left with the service manager" I know it's not the helpdesks fault but I asked them to make a note to say that if I get no call back in 24 hours then I will cancel all my services with them. AAARGGGHHHH How hard can it be to pick up the phone and call me ? I can't even get a number off the helpdesk to call them myself,

Hi, I am in Preston. Have chased up again today - still no call back. I am getting more and more frustrated and angry now with the lack of comms

I said I'd give an update.... I got a call on Friday saying that my query had been received and they will soon be in touch. No call on Monday, so I called them yesterday and was told that it is with the local field manager. A comment was made (somewhere) that I had been chasing this up. Still no call today, 8 days after my initial query.

Thats the same as the lady at the leicester call centre told me. As I have kept the homecare since then, and had regular services, they should do this for free. Not heard from the Field office yet, but she did say it could be 48 hours, so should get a call either tomorrow or Monday. Will keep you posted.

Thanks MrH Gave them a call and the nice lady said that we should get a free powerflush as they have done it before, but she needs to pass it to the field. fingers crossed

Thanks for the quick response. Will give them a call now, not sure how to get hold of the field manager, so will try the homecare helpdesk first. Once again, thanks.

Hi, Yet another newbie. Just had BG round for my annual service and they said that there was sludge in the system. However, instead of offering my a powerflush, they said to install Magnaclean for £250. I am a bit surprised at the sludge being there as I had BG do a powerflush in 2002 when the system was just 5 years old. Since 2002, We have changed a few radiators, added 1 new one and replaced the huge potterton boiler with a WB. The last job was the boiler change in 2007 and the plumber used all the right chemicals etc. So. I have 2 questions I'd like feedback on before I give BG a call. 1. If they did a Powerflush correctly in 2002, should sludge still be in my system ? given that we have added new stuff but each time it was drained and topped up etc. 2. Is the Magnaclean worth it ? Thanks