Stuart Turner Ltd Omdömen 673

Eddie answered the phone and was fantastic from start to finish..he dealt with my query with professionalism .

As an avid diy guy, I had some great advice and even when I didn't quite get what was being said and sometimes being on crossed wires about things. All sorted in the end. So we'll done to Eddie.

I thought Adam was very informative and very knowledgeable
It was a great meeting
Glad I went learned a lot
Cheers Adam

Upon arrival at the Stuart Turner offices in Henley, we were greeted by Adam who instantly welcomed us.
We were shown around the production line and met the staff members prior to commencing our installers course.
There were 3 of us from our company, 1 plumber, 1 apprentice plumber and me - the one who doesn't know too much about it all and another 6 people from various companies.
Adam knew his stuff - he talked through all the different products, what they do, which is best and how to install them.
We have purchased a Stormboost 80 for our own home!! Can't wait for amazing showers :-)
I came out of the course with a wealth of knowledge and thoroughly enjoyed myself!! The biscuits were a bonus!!
Adam - what can I say. You are a true credit to your company, you have the most wonderful nature and personality. You were patient with us all, even though Sally had an abundance of questions.
You are so knowledgeable !
It really is lovely to see someone who is as passionate about their products as we are about fitting them.

Thank you for making this course a memorable one.

Had a brilliant day at Stuart Turners training day. Adam was very knowledgeable, and able to answer every question he was asked. As well as this, he was easy going and made everyone feel comfortable. Thanks Adam for a great day - I definitely learnt a lot!

Had an in warranty problem with a shower pump,
This was sorted very quickly over the phone, with them looking and listening to the pump installation via my smart phone. Replacement pump was received two days later, no hassle and very helpful and polite throughout.

I experienced an issue with a new Monsoon Professional Pump, purchased from an online retailer. Upon completion of a certified installation, the pump presented a continual error. After a technical diagnosis over the phone with ST, they advised I would need to contact the seller and arrange a replacement, but this wouldn't be a quick process, leaving me without a water supply. I escalated the situation with ST technical, and Jason came to my assistance, going above and beyond to help me try and resolve the issue. On the same day, he arranged for me to return the faulty pump directly to them whilst simultaneously collecting a new pump that had been fully tested, which I'm now pleased to say is installed and working perfectly. Jason's efforts in getting a resolution for me were exemplary and have given me reassurance I had picked the right manufacturer, not only for delivery, but also support. Thank you

Property I live in has had Monsoon 3.0 Bar TWIN plumbed in since I moved here 7yrs ago. Failed earlier this year and this is my story. Given the old unit was old, it wasn’t a surprise it failed and my plumber - very experienced and reliable chap - just suggested replacing with a new ST unit as 'they are very reliable...'.
So old unit swapped out with new, exact same connections.
Worked ok for 48hrs then new one failed. Wouldn't trigger on when connected taps/shower turned on. You'd think a simple return and replace. No.

Plumbers supplier insisted on going through ST warranty. Fair enough. Except for the two call reps at ST whose sole purpose seemed to be running interference.
Initially called up and reported problem. Explained setup that failed pump had been replaced with identical unit and exactly same connections. Asked for some cursory tests and video and came back with conclusion flow rate wasn’t sufficient and it’s a plumbing problem, not a unit problem ! Had my plumber come back and check flows and when trouble shooting we can see flow in/out of unit was way above threshold but as the requested videos from tap/shower didn’t show that rate, ST rep insisted it a plumbing issue. This went back and forwards over couple of days.

In the end one of the reps suggested taking top off unit and lo and behold can see no power on a hidden LED power light. Then of course a few rounds of back and forwards getting me to try swapping fuses, different power points ! Really ? Is this customer service ?

Now failed unit has been proven is that the end ? Of course not. Supplier insists I need a return ref from ST. I won't bore you but you can guess that was another few rounds of back and forwards.
In the end my plumber replaced with a new unit and guess what ? It's been working faultless for 9 months now. Exact same setup as original; same connections and supplying same outlets.

But will I ever get a Stuart Turner product again ? No. Absolutely not. I'm still seething at the runaround I was given by the guys whose sole aim appeared to be running interference. I won't trust a future unit going wrong and having no backup. ST as a whole failed to take into account while this is ongoing I have no shower etc. Really, really big deal for a family of 4 and one shower in the house.

Spoke with Helen who provided excellent advice in lay-person's terms (I'm not a plumber) on which shower pump to go for. I really couldn't have asked for better customer service. I also got straight through to her, with no waiting in a queue. Thanks Helen (and Stuart Turner)!

Had an issue with my Monsoon pump that was within the 5 year warranty, which involved some diagnosing over the phone and with pictures. Eddie handled this process professionally end efficiently. Exactly what you would expect from a premium brand like this

I spoke to Helen over a problem with my pump. Helen was brilliant and helped me over the phone and by sending me some information via e mail. Great service from Helen and Stuart Turner

I’d like to express my sincere appreciation to Matt and the entire team for their outstanding support in resolving my pump issue. From start to finish, the communication was clear, professional, and efficient. Matt was especially helpful, ensuring the issue was handled promptly and with great care.

The level of customer service I received truly reflects the company’s commitment to quality and customer satisfaction. I’m very pleased with the outcome and would not hesitate to recommend your services to anyone considering them.

Was helped by Rowland. He was extremely helpful and explained all options thoroughly. He really took time to understand my problems and offered detailed solutions on the call as well as with a follow up email. Highly recommended.

Great post sales service and on hand tech advice when needed
Particular thanks to Jason!

Highly recommend

Fantastic training Adam was brilliant and very informative I certainly have a much better understanding of booster pumps and pumps in general having a tour of the factory was honest amazing and it’s great to see the manufacturing process but it’s clear that Stuart tuner are just a cut above the rest, thank you for a great day Adam

Great experience overall. Genuinely feels like a company that cares about the product being put out but also cares for those working for it. Training is well given and clear. Would recommend to anyone

Eddie was fantastic. Professional, helpful and polite. Well done.

I had the need to speak to 3 technical assistants and the help andc advice I received was first class. Information wascemailed promptly and the conversations were freindly and patient recognising my lack of knowledge. Would certainly recommend to friends and family.

Brilliant advise and follow up email from Eddie yesterday evening 5 star tor Eddie

I have had a Stuart Turner product that served us well for many years so when the time came was delighted to replace it like for like. Having registered my product today with Stuart Turner, their tech person Rowland could not have been more helpful. I strongly recommend them as a company.