STIEBEL ELTRON

Had a customer having issues with their heat pump and the technical desk over 6 days managed to not only diagnose the system wrong 5 times, the errors went from install issue to expansion valve failure to pump set installed wrong, if you believe I am incapable of installing these, get your engineer to have a look at it then! but no you won't because "install issues" aren't covered under warranty. No Explaination to what installation issue is wrong but whatever, ask to speak to a tech manager results in pure lies and pushing it under a rug, this is the last Stiebel I ever install and recommend to my customers.

The only advice I would give to anyone considering installing a STIEBEL eltron heatpump is DO NOT.My Heatpump installed just over2 years ago has had a fault for most of that time, it will not run for more than a few hours before shutting down and requiring a reset.Despite the 5 year warranty the fault remains undiagnosed.The technical department are inept and dismissive and cannot cope .It is not possible to contact any member of senior management.The latest twist to my sorry tale is that Ihave nowbeen told that the warranty has expired.Yet more lies from someone at Stiebel Eltron who does not even sign their name !At no point in the past two years has anyone suggested that the installation was the cause of my problems despite 2 visits by Stiebel engineers.There is an adequate drain which is clean and clear but the problem persists.Just over an hour ago I was informed by Ben Jones that that it is either a fan or a refrigerant problem and he advised fitting a new fan which he will supply but not fit.On Friday he advised that the unit was not faulty but quote, “All down to the cold temperatures and when frost can build up this is not a fault with the unit however”I suggested that a Heatpump that does not work in cold temperatures is not fit for purpose. I also pointed out with regard to warranty that this problem was first recorded on their system in November 24.I currently have no heating, and rue the day that I first encountered Stiebel Eltron.

I bitterly regret choosing this company to supply my air source heat pump. The ongoing support has been nothing short of dishonest and abysmal. The valves which control the system are not fit for purpose, and have been dysfunctional and problematic since installation. They do not effectively control individual room temperature resulting in higher than required temperatures which cause unnecessarily high energy costs. Over a year ago replacement valves were supplied under warranty . Stiebel have promised to install them and have since rescinded that promise. The valves are now sticking which results in loud intermittent banging noises which start without warning , often in the middle of the night. This is startling , disruptive and unacceptable. The installer of our system refuses to install these valves on our behalf as they state they are unfit for purpose. So much so that they no longer fit them. So where do we go from here ? Trapped between broken promises, a dysfunctional disruptive system and the inability to resolve the issue. This is NOT the way to treat customers. Particularly elderly and disabled people. I’m honestly disgusted with this company and do not recommend them. Appalling customer service.***** UPDATE***** Stiebel sent an engineer who altered the settings and assured us that the valves did not need replacing . Since then the system has become even more erratic. Temperatures sitting at 25 degrees when set at 19degrees , other actuators failing altogether. The system is all over the place. Despite tens of emails submitting evidence to customer services, we still have not received any kind of assistance or resolution. Promises to address the issues come to nothing. WE ARE CONTINUALLY BEING FOBBED OFF!! I absolutely do NOT recommend this company, its warranty or its products.

Impossible to source a part, spent a month talking to technical and local merchants, 2 wrong parts later and no idea what to do next. Steer clear of this brand as impossible to source parts, very disappointing.

We phoned Steibel. We do not have a service plan in place but nevertheless they listened to our concerns about our system that seemed to be faultering. It was clear having spoken to them our system was working properly. They gave advice freely and as a result our problem with the UFH was solved. Their staff were very helpful indeed.