ECODAN Air Source Heat Pump warranty issue

Getting_annoyed

We had an ECODAN Air Source Heat Pump installed in September,2023 through Scottish Power.  The package was sold to us with a 2 year Installer Warranty and a 7 year Manufacturers Warranty.  We have experienced problems with the system and of our 7 radiators being fed by the system only 2 are hot.  These are the 2 nearest the boiler.  I have had a look at the pressure gauge and it is showing as zero which suggests the system is not pumping hot water through to the radiators.  I have contacted the installers and the manufacturers but both are refusing to do anything about the issue despite the system still being under warranty.  Has anyone else had similar problems?

tacpot12

The installer should address this problem to find out where the system is leaking from, but I wonder they are refusing to do so because this is an old heating system to which a new heat pump has been fitted? If a fault on the old part of the installation is excluded from the installers warranty, it might fall to you to show that the fail is on the parts that Scottish Power installed. 

Why have Scottish Power said that they won't try to diagnose the problem?

You should check to see if you have Legal Expenses Cover as part of your Home Insurance. If you do, you should call the legal helpline provided by your insurers for advice on how to get Scottish Power to honour their warranty.

(The problem is a leak - that is why there is no pressure in the system. It has nothing to do with whether the pump is pumping or not).

matelodave

I'd suggest that if you purchased the system from Scottish Power, then they should be you first and only port of call as they are the supplier and presumably who you had the contract with. rather than the installer or Mitsubishi.

They may call upon the installer or Mitsubishi to do the work but as your contract was with SP,  you should not have to interface with either of them direct .In fact by doing so you can confuse the issue as you are not actually their customer.

Perhaps you should check out the terms of your contract and familiarise your self with the Consumer Rights Act 2015 - https://www.citizensadvice.org.uk/about-us/information/the-consumer-rights-act-2015/ and if that doesn't motivate them have a work with the CAB to see what help they can offer