British gas and HIVE

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I purchased 2 cameras from John Lewis (HIVE could not supply the camera at the time) but arranged for them to be installed by HIVE. The camera was installed and after the first day, one of the cameras did not work. The problems with HIVE products start when you have issues, as they are impossible to deal with.

I called on Friday 8tH March but after discussed an appointment was arranged for Monday 11th. The camera was fixed but again that night we had problems so again I had to call HIVE this morning. I was told that although the camera was purchased at John Lewis HIVE had installed the camera that it had to be returned to John Lewis. I spoke with John Lewis who informed me that they were more than happy to change or refund the camera but they would return the camera to HIVE so they could not understand why HIVE would not sort it out. I had an attempted burglary and I am caring for a severely disabled partner but HIVE made it crystal clear they could not care less. If you want to speak to a manager it is near impossible. I spoke with British gas that was exasperated with HIVE and the latest is that they can't sort this out for at least 8 days. I was told a manager would call me but to date nothing. 

I would say that the HIVE boiler is excellent but avoid the cameras as nothing but issues. John Lewis are apparently not going to stock the external camera in future which speaks volumes.
I spoke with Which Magazine so I will be doing a review in there as I feel it needs to be exposed the way they treat customers is shocking. 
They state that there are issues with my Internet connection but even British Gas stated this was not possible as the rear camera works and I have the maximum Internet speed available with Virgin Media. 
When they reply to your Trust pilot review it is always polite but when you deal with them you see another side. I will update with what happens next so people are not afforded the same treatment as me. I also have written another complaint to British Gas who own HIVE regarding my experience to date.

I spoke with HIVE who now advised the earliest I can have an appointment is on the 22nd March. Left message for HIVE manager yesterday morning but to date no call back as apparently they have 72hrs to call you back. British Gas own HIVE so, therefore, they need to deal with this situation. I bought a lot of products from HIVE/British gas but deeply regret it.

Kevin from Hive Reference: 8010357288. Called me at 12-38am to ask me if British Gas had been in contact to reschedule the appointment, which was from 8 am to 1 pm. I informed that I had no contact from British Gas.
He responded he was totally confused he had spoken the British gas at 8-30am and they advised him the appointment was all scheduled to take place today.

Kevin from Hive called British Gas again to confirm that the appointment was taking place. 
British Gas assured him again the appointment was running on time. Then he called them at 12-30 to get an update, as they would have been on site. British Gas told Kevin the appointment was rescheduled for Monday and that they had contacted me directly to arrange this. British Gas is a liar as no one contacted me. 
Kevin from Hive informed me he would call me back as he was confused and he was going to call British Gas and get another engineer. 

Kevin called me back shortly after 1 pm to inform me he had gone nowhere with British Gas as they did not have an engineer with a health and safety certificate to climb a ladder which by the way is 2.5 meters from the ground.
Kevin was very apologetic unlike other people from HIVE. He added there was nothing further he could do as he tried to sort this matter given the mess to date.

The appointment was rescheduled for Monday 25th March now bear in mind we were told it needed a specialist engineer which in fact turned out the be one that had installed the camera the first time and came back subsequently.

I have taken 4 days off work and update camera is still not working. I was advised that it needed a technical specialist to come out from the HIVE as he was only trained to do the basic installation. I am not having the impossible situation of dealing with HIVE and British Gas as they will reply at the bottom of my review being all willing to help but the reality is far different. 

So I purchased 2 cameras over 4 weeks ago and one of them as not worked. I have wasted numerous phone calls and waited around for return calls.

 

3^rd April still no camera working and took the day off work to be called by British Gas who was supposed to move the camera that they are not turning up today as crossed wires to be clear now nearly a month with no cameras working. I have now wasted another day off.

Cullum from British gas was quite dismissive that taking off another day of work was not a big issue.

 

British gas is challenging my trustpilot review but to be clear HIVE supply the product but British gas do the installation and most of the problems with appointments being cancelled are British gas.

Customer reference 8010357288

 

[Andyorch]

Hi and welcome to CAG

 

I have moved your thread to the appropriate forum...

 

High Street Stores

 

Please continue to post here to your thread

 

Regards

 

Andy

[BankFodder]

Please excuse me if I say that I'm completely confused. However what is clear to me is that you have made a fundamental error by purchasing an item from one supplier and then having it installed by another supplier/installer. This immediately allows any problems to be blamed on the other side and for people to distance themselves from responsibility.

We find that this often happens – especially with things like central heating installations et cetera. It's a great way to divide responsibility and the installer and the supplier they piggy in the middle – and guess who is the piggy – YOU!

 

As I said, I'm pretty confused.

You bought a camera from John Lewis. You had it installed by a company called Hive (I don't know who they are) and somewhere in it all is British Gas.

It either hasn't been repaired or there have been attempts to repair it which failed. You have had appointments made by British Gas and they haven't turned up (no surprises there).

It would be really helpful if you could simply outline again the story – but less narrative and more bullet pointed chronology.

[Andyorch]

https://www.johnlewis.com/hive-view-indoor-security-camera/p3518449

 

https://www.hivehome.com/products/hive-view

 

HIve and BG there is a link up BF

[BankFodder]

Thanks. I didn't know. Sounds like a recipe for a complete nightmare.

[Andyorch]

Precisely...1000s of camera available with bluetooth connection and easily self installed.