That's clever of them, considering Auxilliary Heating has never been available in the UK on E9x!!!
Can't you challenge them about it?
Run the engine a little (not too hot to avoid burnt hands) if you can get a hand on both the heater-rad feed and return pipes, and they are both hot, then its a sure thing that he rad is hot too, and it sound like an air-flow flap problem.
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