Stiebel Eltron UK Ltd Avaliações 84

Kelvin carried out a groud source heat pump service. Super knowledgeable and took the time to explain settings. Above and beyond and highly recommended!!

Kelvin is brilliant, polite, knowledgeable and friendly. I can’t recommend him enough.

The office kept me well informed. The engineer Steve arrived on time, did an excellent and thorough job.
Thanks

Communication with Kyle at Head Office was very easy and he replies to emails promptly. He organised the delivery to our house of a new sacrificial anode for our GSHP water tank and this was fitted by the Stiebel engineer, Kelvin, a very professional, knowledgeable and helpful chap. Kyle also recommended a local plumbing company (I think they are called a Trade Partner) who were able to carry out a job very efficiently - a job that our original installers should have done free of charge, but they didn't want to help.

Professional service from both the head office and the engineer. The engineer was prompt, polite and very knowledgeable.

Had my first annual service on my ground source heat pump today by a Steible engineer as part of the service plan excellent service from start to finish he also made a lot of setting changes to improve its efficiency.
Would recommend a manufacturer service engineer intervention verses installer all day long !!!

Excellent service of our ground source heat pump from Steve at Stiebel Eltron - very thorough and informative, in language I could understand, plus he tweaked the system to make it even more efficient than before. Very pleased with the service.

Recently had my heat pump serviced by Stiebel. Steve was very informative, fine tuned our system and explained the controls. Excellent service.

We received our annual service from Steve at Stibelon Electron. He arrived on time, was professional throughout, and kept us well informed about the condition of our heat pump and the overall performance of our heating system. We were very pleased with the service provided and would highly recommend this company.

I had a minor issue with a product and was able to actually discuss it with a knowledgable member of staff who resolved it quickly and professionally

Highly efficient air source heat pump marred by continuous faults over the six years since installation and a control portal (ServiceWelt) that is over complex and partly in untranslated German with no help facility. The diverter valve/MFG in the Trend control module has failed 6 times despite assurances each time that all issues had been fixed. The latest instance has left us without heating and now hot water also for a month. Meanwhile Stiebel Eltron are now refusing to honour their 7 year warranty, citing 'water quality' to excuse the system failing. I'm far from the only use to experience this problem and consider their system unfit for purpose. Cannot recommend to anyone.

Response to Stiebel Eltron: It is a WPL25 ASHP, serial no. 237643-9636-132578. Hopefully this will allow my details to be identified, rather than posting them here.

These guys are consistently the best in the industry wether it is routine maintenance or a call to fix an immediate problem they are always there for me
The service technicians Ashe and Kalvin are both spectacular not just servicing but proactively coming up with ideas to improve the system and lower my overall costs of running the system
The guys in the home office led by Kyle are always there for me when I need them and lead me through any issues big or small
Many thanks and I look forwards to many more years of working together

I have three ground-source Stiebel Eltron heat pumps: two 10 kW non-inverter models and one 15 kW inverter model.
The two 10 kW units have performed flawlessly for years, delivering excellent COP, and I’ve been very happy with them. Unfortunately, the 4-year-old 15 kW inverter model has been disappointing since the day it was installed. Its performance always felt noticeably weaker than even a single 10 kW machine.
During a recent service visit, Kelvin from Stiebel Eltron looked into my concerns with the 15 kW unit. He quickly discovered that the original commissioning settings applied by the installing plumbing company were completely incorrect and were severely throttling the heat pump’s performance. These settings had nothing to do with Stiebel Eltron.
Kelvin re-commissioned the unit properly, and the difference has been transformative. Since then, the COP has increased by 35%, and the domestic hot water and space heating output have improved dramatically. I no longer have any performance worries.
A big thank you to Kelvin and Kyle in the office for their excellent support in resolving the issue.

Had my air source heat pump serviced by Kelvin from Steibel Eltron. He arrived on time and was very thorough and knowledgeable about the system.
Excellent service.

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.

*edit*

I would reach out, if your phone lines were ever manned and you replied to your emails, it is honestly a joke, I could make a drinking game, drink every time you try and call and can't get through to Tech Support.

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.