SALUS Controls Omdömen 348

I bought a new build property in December 2020 .The properties central heating system is controlled by SALUS TRV31LS0'S. A week or so ago i discovered one TRV has half of the internal mechanism missing. On contacting Joseph Creffield of salus's technical team he was quite willing to blame the builder's plumber and he also accused me of tampering with the valve. He also added that because the house is nearly 4 years old the problem is nothing to do with them.The fact is they have supplied a valve that's not fit for purpose.It seems once this company has your money there's no after sales service what so ever.Not a jot of assistance was offered by Salus.

Further on from my original complaint and Salus’s reply.

It seems SALUS are so lacking in intelligence they can’t grasp the fact I’m complaining about one valve in particular ,as per my original complaint above ,with half the valve missing.
The other 4 have the STOP missing which is a small piece of plastic which stops the top half becoming detached from the bottom half of the valve

READ AND UNDERSTAND THE COMPLAINT BEFORE YOU REPLY

Further on.

As you state in your reply " Obviously it may happen with the odd one""

Obviously this is the odd one i'm complaining about

Another one for "outstanding customer service".

I was having problems with my 10+ year old iT500 - intermittent connection to the Internet, dropping in and out. Back and forth with support, got it to stabilise - but then, Friday evening, it died completely. Back to support, and I had a new gateway supplied, installed and configured by Tuesday - for no charge.

Given how awful customer service is from so many companies, I really can't complain about that.

(And special thanks to Joseph!)

Update 14th November: The unit purchased RX10RF was faulty and a replacement has been now received (although getting delivered to Rep of Ireland from UK was not straightforward. It appears to now be working.

Having raised the below review, we did receive better support and eventually the problem was resolved. Therefore I am improving the review score from 1 star to 3 star

Regarding the actual product, we still have to wait and see how it performs over the next few months.

Previous review
We have issues with the htrs-rf30 not controlling the RX10RF even though they are both connected to the gateway.

We raised a ticket (#50505) on the 25th September. We had two responses to our ticket but have not received any further information since the 27th September even though we have sent numerous mails. It is now the 28th October.

We raised another ticket (#51499) on the 14th October which has been completely ignored.

Avoid this company, spend your money elsewhere.

The control does not work tried chat advised to go to you tube ! and there for the model I ahve there are nto you tube instrucitons. Unable to supply instrucitons.
So far took several frustrating days of several hours to try to get the wifi to pair - it is NOT A SIMPLE and does not match any of the you tube instruction for similar models.
Does not actually turn the boiler off you have to rely on lowering the temperature at times when you do nto want the boiler to work so effectively you will run your boiler 24/7 and 7 days a week.
Faceless not just poor support NO SUPPORT
Do not buy will cost you a fortune in gas bills

Outstanding customer service.
Salus iT500 Gateway gave up after 6 years of working perfectly. The heating still worked with the thermostat, just not the App. After contacting them, they posted a replacement immediately. It arrived 1day later, everything now works perfectly. Wouldn't hesitate to purchase further Salus products 10/10!!

Salus RT520TX thermostat had the gremlins after working perfectly for 4 years ,contacted Salus Technical Support who diagnosed replacement thermostat required which was dispatched . Outstanding customer service, enquiry dealt with quickly & new thermostat arrived in 48 hours

The salus support team helped me to sort the little issue of my thermostat.
Thanks a lot!!!

After moving into a new home where a SALUS smart home system was already installed I needed some assistance getting the system set up. The support team at SALUS were very helpful and with their help & guidance I was able to get my system up and running.

The new breed of Salus controls are absolutely brilliant, they’re made really well , perform brilliantly & are reasonably priced. The back up & support is also great & they are now our go too choice to fit for our customers.

Having changed broadband provider and being disconnected from my email server i was unable to control my heating.Salus technical support Joseph C reset my device and also pointed out my gateway was offline. Having reconnected the gateway and registered with my new email the system worked perfectly.
Thanks to a very efficient Salus technical support.

Thermostat had stopped working and I was in the process of buying a replacement. However, I contacted Salus to check the correct replacement for my one and Joseph C (Support Team) told me that is was probably still covered under warranty!
Provided various details to him and he arranged for a replacement to be sent to me FOC!!
Excellent service!

I was disappointed when we needed our heating to find that my app was not working. I was helped to sort it out by a kind chap who explained things to me as I am not a tech person. He made it easy and I would never hesitate to ask for help again.

Had to contact them almost as a last resort, We recently moved into a property not realising that the rech geek clown who sold it to us had removed the batteries from the (required) remove boiler control. The people who cover & service the boiler were about as much use as a chocolate teapot. But Salus were excellent & guided me through the process of retaining control & getting some heat into our home as he head towards the colder times of the Year.

Fast response to query - advice worked and enabled us to continue working. Impressed thanks.

Prompt response and solution to our problem - much appreciated

OUR HEATING STOPPED WORKING I NOTICED THE LIGHT ON THE SALUS RT520 RECIEVER HAD NOT COME ON AND THE THERMOSTAT WAS SENDING THE SIGNAL BUT RECIEVER WAS NOT OPERATING.I CONTACTED SALUS BY EMAIL OPENED A TICKET THEY REPLIED ASKED A FEW QUESTIONS HOW OLD IT WAS ECT BECAUSE OF THERE AMAZING 5 YEAR WARRANTY THEY SENT A NEW COMPLETE SET OUT THERMOSTAT AND RECIEVER FITTED THEM AND OUR HEATING IS UP AND RUNNING AGAIN BRILLIANT SERVICE TO BE FAIR I THOUGHT I MAY HAVE YO PAY AS IT WAS 3 YESRS OLD DID NOT REIALSE IT WAS COVERED GOT 5 THANKS AGAIN SALUS

Excellent service. Bought an RT520RF which unfortunately had a minor issue. Salus sorted it out really quickly without hesitation. Many thanks.

Impossible to get any help from Salus. And even worse you can’t even speak to anyone for help. I have been trying for two days. No response. No help. No heating. Not even a phone number on their website so incredibly easy to ignore customer needs. Wish I could get another product but am stuck with this rubbish.

Customer service is 100 out of 10 , Salus has the best employees and mos most definitely deserves a shoutout Joseph definitely going to do more business with Salus

Salus replied to my previous rating:
"Hi Michael, sorry this has been your experience with our Customer Support, but I can assure you we absolutely do speak to all customers with any questions or queries they may have. As you can see by our Trustpilot score, we pride ourselves on our customer support and the reviews we get clearly reflect that.

It's true we don't have engineers but that is because we are a product manufacturer, our devices are used by plumbers and heating engineers etc.

We speak to home owners via our online ticketing service, we use this as it allows to answer more queries and to easily send instructions and videos etc. If you'd like to experience Salus' customer service, then please feel free to create a ticket here and we will reply promptly.

Hope to hear from you shortly and you can actually experience our customer service. :)"

I raised several tickets, after many days waiting I finally received a reply from James McHale who promised to call me the next day, but never did.

Terrible customer service - do not trust company replies on Trustpilot.