Return and refund
Ever since the system has been a nuisance with the Trvs consistently needing to be reset, with half of the 8 Trvs being changed as broken.
I have tried to complain, you ignore this, I have asked for you to process a refund and return and you ignore this.
A system for heating should be set and forget but every week something in the app has a spanner or has gone offline or needs replacing. It is unacceptable that with a disabled child I am worrying about whether the heating will work.
Please can someone process a refund of the system so that I can send this system back, it is useless, unreliable and has quality issues with Trvs breaking the lugs and hanging off the radiators.
Answers
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I can confirm that last issue you describe. This is what I found this morning.
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I have had 4 of them go like that since mid November.
One they replaced was in for less than a week and it keeps giving the spanner symbol to reinstall. Support have said that is broken and needs replacing after 6 days of use with no explanation.
I have left it over 10 days asking for a reason why and to raise complaints but they didn’t bother replying. So have had yet another radiator with no TRV.
This morning one TRV says offline for no reason at all when it is closest to the thermostat etc.
I hope you don’t have any further failures, but with the current one they can’t be bothered to reply about that is 4 of 8 original ones broken for me, and with the offline one just dud that will be 2 of 4 replacement ones broken. I have a 50% failure rate.0 -
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@Wolfman310 Do you mean you have had the mount fall apart like mine, or just the offline issue like the OP? Thanks.
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I have had the plastic lugs fail on I think 3, and issues on the others with the spanner symbol with no resolution so they have had to go back for replacement as support have no resolution or fix for them.
All of my TRV’s have had issues with spanner along this time. Sometimes this has been because of hardware failure of the lugs, the other no visible hardware failure but support can’t fix them so had to replace them.0 -
Thanks, there's a quality problem here with that plastic. Never had that happen with any V3 valves in about 8 or more years. Did you get to keep the batteries on from the failures? You can't buy a spare yet and I was told over 4 weeks ago it would be back in stock "very soon."
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Definitely a quality issue.
I think it is so new and has so many numerous issues that they are just replacing TRVs like they are lollipops but don’t ever resolve anything.
The lugs breaking is really strange as they look the same as the V3 ones.
The batteries were sent back and new full items sent back, sorry wasn’t sure if the question?
Ideally you’d keep one in spare like you say so if flat can swap out straight away.0 -
Yes, I'd I'd like to have a spare to do that, but who knows when they will be available to buy.
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Replacement on the way, no questions asked. Can't ask for more than that.
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They are good with that, but you do want reassurance they realise an issue is present and rectify the manufacturing defect.1
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Hello tulloch and Wolfman310
First, very sorry you've had to deal with this. It's certainly not ideal, nor is it representative of our products.
With regards to the 'manufacturing defect', this is not a widespread issue, at least not based on our communication with customers. I myself have the same devices and they have yet to break as shown in these pictures. However, we will keep a close eye to determine if more people report such issues with the mount.
@tulloch please be sure to contact support again if you find a similar problem with your replacements.0 -
Thank you. I've just had a cryptic email froml support telling me "my replacement needs more preparation time", whatever that means. My guess is no stock.
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