Surya Heating Omdömen 716

My initial complaint was made back in October last year. It took them 4 months to get back to me after repeated calls and emails.

The remotes provided do not operate accurately. They are out by 5 degrees out in every room. Upon thorough testing I concluded they move only in 5 degree incraments so don't expect your heaters to come on when you expect. You need to adjust the set temperature up by 5 degrees more than you want to actually get the ambient temperature you require. I mentioned this to surya and provided tons of evidence I also tested 3 remotes and they all have the same issue.

They kept fobbing me off saying everything was fine. 7 months of complaining and I eventually worked out the issue myself as mentioned above. I will be complaining to the ombudsman regarding how they have handled this issue.

Customer service is awful, they ignored my actual enquiry and kept saying the panels are working fine which they are but the remotes are the problem.

This caused a large amount of stress to me which could have all been avoided had they actually tested their remotes correctly.

I would give them 0 stars for customer service but seeing as the heating panels themselves are great they gain a star, shame they can't get remotes to match.

Edit following their reply. They have provided no evidence to prove their remotes work correctly. They also provided me with the original quote for the radiators so it is more than enough for the space. All they ever do is blame me and say I am in the wrong.

Set me non WiFi version of infared bar heater that I paid for had it installed without realising, they offered to swap but with me having to pay for electrician to refit blaming me and quoting smallprint saying I needed to check it was correct before installation which in hindsight yes but appalling customer service blaming the customer.

As an electrical contractor, I’ve recently installed several of the Black Frame 580W Nexus infrared panels.

Good build quality, straightforward installation, and a clean finish once fitted. The Wi-Fi control is a strong feature and makes them easy for customers to manage.

A great option for retrofit heating where running traditional systems isn’t practical.

Overall very impressed and will be using these again.

We purchased 3 large and 2 smaller heaters, after a few months they stopped working, it was diagnosed to be the switch that stopped working. Surya heating said they would replace the switch if we paid to send the heaters back, this wasn’t easy for us to get 1.8m long boxes to return them so we employed an electrician to assess the heaters. What we found was the switched had a tilt caught fire and meteor the switches and wires, when I asked Surya heating about the switches they said they install the same ones so returning then wouldnt have been a upgrade, just an expensive waste of time. I’ve not had the switches repaired at my work cost as I don’t trust the materials this company use

Helped sort out the best fitting design great product quick delivery no complaints

First class service from start to finish ,so much better then Amazon as you get the personal service.
Simon in sales was a pleasure to deal with, Great knowledge about the product.

Jason

I am very impressed with the quality of the heating panels; they look durable and well-made. Moreover, I’d like to highlight the fast and helpful service from Navdip. Their quick response made the whole ordering process much easier. Highly recommended!

From JY Partners

We purchased a 2.4kw mirror stone bar heater from this company last year and is now faulty, this has burnt and melted the fuse and the plug socket a real fire hazard !

We have emailed the company with no response due to this being a safety issue we will be taking up legal advice . Maybe we will get a response now ?

Customer service via Navdip has been great. Ordered a custom design 900w panel and process has been great. Awaiting panel so will review when panel arrives but great service up to now.

I ordered a 3 kW Ionis infrared bar heater (Wi-Fi/remote version). On first power-up it displayed error code E1 instead of showing the room temperature, so it appears faulty on arrival.

I logged the return promptly (Return #78) and was told a FedEx collection would be arranged. The stated collection date came and went, and communication has been slow, leaving me with a boxed-up faulty item and my money tied up. I live in a rural Highlands location, so I need a realistic collection arrangement and at least a basic update/collection reference (tracking) so I’m not waiting in all day.

I’ve now opened a PayPal dispute to ensure there’s a formal timeline. If this is resolved quickly (collection completed and refund issued), I’ll update this review.

Their service is very good

I have been dealing with this company since 2021 for a couple of property renovations. The service team has always been excellent, friendly and very informative. A very nice company to deal with.

Heater wasn't delivered!
Customer service very poor. Very late responding to emails, had to phone and chase for updates.
Requested refund after not receiving my order - took 5 days to issue this, and that was only after chasing again!!

I bought IR panel heaters X2 worth over £600, I started to realise they were faulty, turning off and not turning on - I contact the customer services who asked for some photos and advised and said they could see what the issue was. They wouldn't refund me but would come collect it to replace it and fix. After 3 emails they still won't reply to me. I have had to ring citizens advice and Trading Standards. This is hugely affecting my mental state after losing my job recently and having to find other work and now I don't have proper heating and this company doesn't care.

We approached Surya Heating for a custom Image IR panel after looking at their site, this would not be the 1st product purchased from them and trusted their advice and products.
Bijal responded to our enquiry very quickly and all through the short process of uploading a custom image through to approval of an proof sent soon after that same day.
Picture has been chosen, vetted and approved within a short couple of hrs and sent for print.
Couldn't be happier with the service received and would highly recommend.

We have had three separate issues with Mirrorstone bar heaters in just over two years, and the overall experience has been extremely disappointing. The heaters themselves have been poor quality, with different faults each time that should not be happening within this time frame.

Customer service has been consistently dismissive. Despite their own published warranty policy not stating that replacements are excluded, they now insist that their warranty does not properly cover replacement units and refuse to help. Each time a unit has failed, we have had to pay for electricians to uninstall and reinstall the heaters at our own cost, which adds up very quickly.

At this point, they have left us with no option but to contact Trading Standards and explore our rights further, as we do not feel they have acted fairly or in line with their own policy.

I ordered a personalised infrared heating panel. I had a lot of trouble trying to source the exact picture I wanted but Bijal Dabhi went above and beyond in order to help me with the cropping of my picture for the panel I wanted. He even checked out similar pictures for me to use in Google! It took a couple of weeks for delivery, but this is understandable with a personalised print. I have not yet installed my heater but am very happy with how it looks and I'm sure it will perform well.

Great customer service from Simon. Knowledgeable and efficient.

Ordered a 1.8kw Ionis infrared bar heater on 4th September. It arrived a few days later (following week). 5/6 weeks later it was dead. I contacted the customer support using the ‘contact us’ part of the website. Didn't get a reply at all. Sent an email after a few more days of waiting and they replied to say I had to return it at my own expense in order to get a refund or replacement! I was told because it didn’t go faulty within the first 28 days that it was then my responsibility to return it. Poor service and now either way, I’ve ended up paying more for the heater than I originally spent, and in all honesty it was barely worth the money to start with. Poor product and poor service. This is the reason why people use the likes of Amazon etc. most companies would refund the cost of the return once they find the unit to be faulty etc. Not this place.

Very easy process even with my heater being personalised and quick delivery I love my product it's even better than I imagined thanks so much ☺️☺️☺️