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Poor service and a broken AGA – Aga Can't

Shortly after we moved into our new house I first adopted the AGA "way", bought all the paraphenalia I needed to make cooking with it a pleasure, then proceeded to fall in that kind of Aga love that annoys so many people unlucky enough not to have one. The affair was sadly about to turn sour, however. After a few weeks my LPG, balanced flue Aga decided to go out, at about 1 am on a Saturday night / Sunday morning. I can only hope that all you other Aga owners understand what that means when you have people coming for Sunday lunch and you arrive, about to make a pre getting up cup of tea, and realise that you kitchen feels haunted. Many visits from a wonderfully enthusiastic, but equally baffled Aga expert from Plumbwell Heating followed. He changed the Thermo coupler, cleaned out the burner, took the top of and poked around inside, persuaded Aga to replace the apparently already replaced burner - free of charge - we thought maybe the recent upgrade carried out by the previous owners was a faulty unit. But no, the thing still goes out. Sometimes it takes a few weeks, sometimes a few hours, even minutes. Now, since the price of fuel has escalated, burning LPG, which was not a financially attractive option anyway, seems insane, costing about £35 a week. Aga, who's woes are currently discussed by Judith Woods in the Telegraph, have been little help other than the eventual agreement to try another burner. When, a few weeks later, the thing went out, I reported back to them. They assured me that it would be taken on by the technical development boys at the factory, but no amount of phone calls or conversations with customer service ever produces an answer. No-one ever, ever, returned my call. I made every single phone call, and mostly only got speak to well meaning but ultimately un-expert customer service representatives. Once I spoke to a tech guy and he told me that I shouldn't have been put through as they don't deal with the public. I would really like it if if were able to produce an electric conversion for me. Wouldn't that just solve all the problems - at least it wouldn't blow out. Sadly though, Aga is going to struggle if, no matter how much people want to perpetuate the institution, their idea of customer service is to push the problem from one department to another. I once asked to speak to the MD and was told "He doesn't speak to customers". Incredible. I am considering selling my beloved Aga for scrap - any suggestions as to how I may re-fan the flames of my affair would be gratefully received.

Aga Can't's AGA Spec

• Model type – Aga
• Fuel type – LPG
• No of Ovens – 2
• Colour – Dark Blue
• Year installed – 1993

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