Air source heatpump

Hovis1

My ASHP was 2 years old in November 2009 and since installation has constantly failed to work properly. It broke down a few days after the warranty ran out and since November it has been silent. I have tried to get an engineer to come and fix it from the manufacturer and have had no success in getting someone to visit. I have contacted most of their dealer and service agents to try to get someone to come and look at it but nobody ever rings back.
Based on my experience if I would not recommend Air Source Heat Pumps to anyone.
When you need them most, in the Winter, they break down. Then you can't get anyone to come out and fix it. Aftersales in non existent.
My ASHP is from NIBE. Don't go there.

Andy_WSM

What make is it?

I'm sure you will read many positive experiences in response to your thread - myself included. Mine has worked great (Trianco Activair), except on the coldest of nights when the temperatures outside dropped way below what the manufacturer says it would work at.

albyota

hovis1, A bit of a generalisation there don't you think......there are good Air to air and air to water heat pumps, and there are rubbish ones out there, my Mitsubishi Ecodan was installed in Oct 08 and has performed brilliantly through two of the UK 's coldest winters. Nibe are also a good make, so rather than rubbish the equipment....try get your fitter back and see where he went wrong in either under specifying or incorrectly installing it.
I'm sorry to here you have had this happen, (please don't let it put you off) and I would definately persue a claim with Nibe / fitter on the warranty, most of the systems I spec are with a 3 year warranty and the manufacturers are very keen to protect their name, this is another reason for having accredited installers. These systems cannot just be slung in by anyone, if they don't fully understand how to size the equipment do the necessary heatloss calcs or install them properly. if you need any help.....PM

hope you get it sorted.

albyota

Guarantee Terms And Conditions

• The NIBE heat pump product is guaranteed for 24 months for parts and labour from the date of installation or 33 months from the date of manufacture, whichever is shorter.
• NIBE VIP Installers are able to offer their customers full 5 years parts and labour guarantee.
• The NIBE guarantee is based on the unit being installed and commissioned by a NIBE accredited installer, serviced every year and the Benchmark documents completed.
• Where this condition is not met, any chargeable spare parts or components issued within the applicable guarantee period still benefit from a 12 month warranty from the date of issue by the manufacturer.
• NIBE Energy Systems Limited will not be held responsible for non compliance with either the appliance's user manual or installation manual instructions, damage caused by misuse, neglect, faulty installation, accidental damage or for any use where the appliance has been used for any purposes other than that in which it was designed.
• We recommend the installer completes and returns as soon as possible, your guarantee registration card or completes the guarantee form on the NIBE website www.nibe.co.uk
• This guarantee is only valid for appliances purchased and used in mainland Great Britain.

© NIBE Energy Systems Limited - Tel: 0845 095 1200 - Fax: 0845 095 1201 - E-mail and address

albyota

hovis1, I have sent an email to Nibe on your behalf.....watch this space......!!!

richardc1983

Good on you Albyota for looking at this for hovis1.

Isnt it always the case heating breaks down when you need it most! Be it electric or GCH!

Cardew

Hovis,
ASHPs might be newish technology in UK, but they have been in use for many years in other countries - mine in the USA is 7 years old.

Hovis1

My point is that when they break down nobody, not even the manufacturer is interested. I have now been without it for 3 months and still cannot get an engineer to come and have a look at it. In fact after around 30 phone calls to the manufacturer and the installer nobody has called me back to sort it out. This is why I am so annoyed. Albyota says watch this space. You must be joking. I've been waiting for 3 months. Thanks, but I don't have much hope. That is why I'm posting this information. When your machine is working fine there is no problem.
No after sales service from NIBE.

albyota

Hovis1, I suggest you give them a call........

Hi Alan,
Thanks for the heads up.
Without any detail I cannot authorise such action. The first port of call is the installer who will then enlist our support if he cannot solve the problem at his initial visit.
After this we will get involved.
I find it unbelievable that someone can call us 30 times and not get through, unless this was out of hours and they did not leave a message.
We have a referencing system that allows us to track call progress, and as a reference number was not given in the post, I guess that this chap has never called.
The only time we will not support an install is when an install has taken place by an unqualified installer, not only is this dangerous but it is also against the law. In these cases we would charge to rectify faults, but we would not wash our hands of a problem. We also have an extensive list of partners that will service and repair our products all over the UK.
Posts like the one on the money saving web site seem more like competitor fabrication rather than an end user with a genuine grievance.
My only comment would be for them to contact our technical team ASAP.
Kind Regards
Paul Leedham
Technical Manager
Nibe Energy Systems Ltd
Unit 3C
Broom Business Park
Bridge Way
Chesterfield
S41 9QG
Tel: 0845 095 1200
Fax: 0845 095 1201
www.nibe.co.uk

Hovis1

If only that was true I wouldn't be in this mess.
The system was installed be a main supplier/installer who has not answered my requests but continues to ask me what the problem is every time I ring. The last time I called I was told that the ASHP was out of warranty. I asked "Well, what happens now"? then there was silence. I still asked for an engineer and was told it would be sometime in the New Year! I am still waiting.
I am a genuine customer with a genuine Broken down ASHP, that has been fobbed off from the installer and the manufacturer. I also have a reference number that was given to me by NIBE but that has made no difference, I still can't get an engineer to call. Seems to me that none of their installers are willing to get involved with someone else's problems., and NIBE haven't got the manpower to cover all areas.
I feel that I have been let down very badly. I have constantly been calling the installer before New Year and got fed up so I have been calling NIBE UK direct only to experience the same lack service. I also at one point phoned Sweden and was left hanging on the phone for 30 minutes.
I haven't got the free time to spend chasing this. I put it to your NIBE technician, "How long will it take to book one of their engineers to make a visit to repair my Broken NIBE ASHP"?
Lets' all see if I can get the appointment I most urgently require.
I very much appreciate what you have done because at least you seem to have received a reply.

albyota

hovis1, have you contacted Nibe yet?, please let us know how you get on, don't give up man.....!!!