Damaged Installation of ASHP [Merged]

Scaffman60

Good morning 

I recently had an Air source Heat Pump installed and the fins was damaged on completion. I notified the company and an operatives visited and tried to repair them. A small amount was not repaired due the excess dent, they explained this will not effect the performance or any warranty etc. I asked for this to be replaced but they are not willing to do this and offered £100 compensation and free service. What are my rights and can I insist this is replaced. This was one of many problems we had during install unfortunately and still not happy with noise level

photos post repair 

Scaffman60

Good morning 

I recently had an Air source Heat Pump installed and the fins was damaged on completion. I notified the company and an operatives visited and tried to repair them. A small amount was not repaired due the excess dent, they explained this will not effect the performance or any warranty etc. I asked for this to be replaced but they are not willing to do this and offered £100 compensation and free service. What are my rights and can I insist this is replaced. This was one of many problems we had during install unfortunately and still not happy with noise level. 

the_lunatic_is_in_my_head

Hello OP

There is a board for heat pumps:

https://forums.moneysavingexpert.com/categories/heat-pumps

If you post there with some photos you'll get some idea of whether the damage to fins is an issue or not  

km1500

If the damaged fins are on the fan then it will cause excessive noise

obviously as a new install you are entitled to a proper fully working undamaged system

Scaffman60

Photos added post repairs 

born_again

Duplicate thread...

https://forums.moneysavingexpert.com/discussion/6613105/damaged-installation-of-ashp#latest

Aylesbury_Duck

While the damage will have a negligible effect on the operating efficiency, I wouldn't be happy with that.  It looks like it's either second-hand or has been kicked/thrown around a warehouse or lorry!

I think you have the right to a "new" heat pump, but it may be a lengthy process to obtain it.  Only you can decide if it's worth taking the £100 and free service, asking for more (e.g. £100 and two free services) or passing up their offer and going for a replacement.

QrizB

I don't think there will be any significant effect on performance or efficiency, if the only damage is as shown in your pictures.

Those fins are thin and fragile and the only way to return the heat pump to "as new" condition would be to replace the entire evaporator.

I'd accept the £100 and free service.

MattMattMattUK

That damage is so small that I imagine that even in laboratory conditions one would struggle to get a consistent difference in performance between yours and a reference unit. 

the_lunatic_is_in_my_head

As far as consumer rights satisfactory quality covers appearance and finish along with a requirement for goods to be free from minor defects. 

https://www.legislation.gov.uk/ukpga/2015/15/section/9

After 1 repair attempt you can reject for a refund (full refund if within 6 months). 

https://www.legislation.gov.uk/ukpga/2015/15/section/24

How much effort it will take to enforce this is another matter. Personally I wouldn't be happy about it given how much the thing costs.

Any change you paid on a credit card OP? 

Scaffman60

I have not paid the account yet, been holding off for resolution, been a very painful experience to date