Phil Patient

Went on the Quooker site, used the video chat and got a demo straight away.
Installation was today and went really smoothly with the installer, Phil Mant, being on time, quick and tidy. Great experience all round. The CO2 box with cartridges wasn’t delivered but there was one in the box so all working and Quooker will no doubt follow up on the missing items.

Used Hatton Garden Metals when gold markets were particularly volatile. They kept their guarantee even when the 18ct gold scrap price fell almost 10% overnight. Make sure you set up an account and submit details to get your guaranteed price even if you intend to go in person. Received almost £800 more than offered by our jewellery for a 46g bracelet. Really happy

Organised and clear

If no stars were possible then that would be the what I would allocate to the servicing team of Daikin UK.

I am a bronze customer of Daikin UK with an air source heat pump and Daikin Altherma boiler.

I requested an emergency call out on 25th November as we stopped receiving hot water on the evening of 23rd November following an E7 code. I advised my wife is vulnerable and I have a child.

To date I am yet to receive any contact with a confirmed time for a service engineer. I expect a major air to water heat pump provider with a service department to stock replacement parts and to be able to both organise call outs and communicate effectively.

When I contacted the customer service department they seem at a loss why the servicing centre have not been in touch as they believe parts should be available.

This isn’t an isolated incident,I had a problem at Christmas 2022 and it required me to visit the Weybridge office in person in Jan 23 to get any action having waited for over 3 weeks with no hot water or heating as a new compressor was needed for the heat pump.

It simply shouldn’t be like this for an emergency and I believe Daikin have a duty of care that they are failing to provide their customers, and possibly even more so those who pay for an aftercare service contract. When vulnerable people are involve it is verging on the negligent. They should be ashamed and the saga continues. See my previous trustpilot review of Jan 23….

Update on 6th December…
I still do not have hot water after 2 weeks. I have been lied to by Daikin staff and have made Daikin leadership aware of this.

When speaking to the contact centre at the start of this process I was originally informed the reason that the servicing centre hadn’t been in touch was because parts were being ordered and Weybridge servicing would call with details of an engineer once the parts had arrived.

Weybridge called a week after the original attempt to get a call out and said that this was the first time they had addressed the issue and no parts had been ordered and no engineer visit was arranged. The customer service centre had lied so that they did not have to deal with an unhappy customer.

This Wednesday I subsequently dealt with Kay who raised a quotation for parts and a call out for today, Friday. I accepted the quote and made a bank transfer within 90 minutes and confirmed as such by email showing the transfer. No confirmation back was received from Weybridge servicing and instead last night I received an email from Kay asking credit control to assist with payment. There had clearly been no checking of the bank account for payment and I can only assume parts and an engineer had then not been ordered despite the escalation. Kay has now confirmed that I will not be having an engineer visit today and that the parts order may have been blocked until accounts reconcile.
If you are.thinking of using Daikin my recommendation is simple. Don’t.

One star too many. The heat pump broke down over Christmas and after much chasing they sent out an engineer who was great. They identified we needed a new condenser and they got the system restarted in emergency mode so we had hot water but in effect no heating. So far so good(ish).
It has now been approximately several weeks since then and still no part or engineer to install. There is no heating and my wife is vulnerable, and daikin know this. Repeated calls to daikin customer service and a complaint from later, they still have not given a date and in fact haven’t contacted me despite multiple promises to do so. Every time the answer is, “I will escalate” and, “we can’t see the systems of the department that books visits so we don’t know who is free”. The team is polite but adds no value in terms of help in resolving anything. I have asked to speak to senior management and for ombudsman details but they won’t provide any contact details. I asked for management to call me and finally received an email to say they would, but nothing has been heard from them after two days.
My advice is stay away from Daikin as they clearly don’t have the staff to look after their customers and they don’t care enough about them either.
This week I am driving to Weybridge to their offices for answers as I can’t risk my wife’s health through this cold weather and we need something done.
Will let you know how I get on…


Follow up note - in the end I did visit the head office on 23rd Jan as nobody had called. I had researched details of who the directors of Daikin Uk were on companies house and asked to meet with them. I was told they were unavailable, but amazingly a service Co-ordinate suddenly became free and said they would look into my situation and call me. I said no need to call as I wasn’t leaving…. As if by magic a quotation for the works was created whilst I was there and I agreed to the works. Sadly, the part needed to come from Belgium but they did expedite the delivery. The boiler was finally fixed on the 23rd Jan.

Incidentally, Karen in the comments never did contact me and I received s follow up request for more information today, about a week after posting my review!

Really speedy delivery and easy to buy.
Everything works (I bought a potable air con unit in the heat wave).

It would be helpful to other purchasers if there was some way of gauging the level of noise for this sort of product (especially as you are either working in a room with it or having it in a room where sleeping.) The one I bought is really efficient but quite noisy so I have to turn it off when making calls /Zoom meetings etc.

All a perfect match to our existing paint. Very easy to fit using the wall adhesive.

Brilliant. Ordered and the delivery speed was great, customer service was really helpful and more importantly they did what they said they were going to do and managed to exceed my expectations. Very happy.

Currently giving one star too many on this review based on customer service. We have an existing ADT alarm that was installed a number of years ago which is fine. We were promised we could extend if needed on the system installed. Now that we need to extend we are told this is not possible so we feel mis-sold on the original alarm.
We started trying to get the alarm addition put in place in November 2020 and now, almost 7 months later, we are no further forward but ADT have my money for the new alarm that hasn’t been installed. We have complained, but ADT have failed to follow their own complaint procedures as they didn’t escalate the complaint internally 2 weeks after we originally expressed dissatisfaction. The directors office has then gotten involved and promised someone would be in touch last Friday or early this week for another site visit (that will be the 3rd visit) but they haven’t even bothered to get in touch as promised. Time to get the Ombudsman involved. This is beyond a joke and we have given so many chances to get it right and live up to their own values, something that they just seem unable to do.

Booked for a home visit on Saturday morning. Really polite and interested and seemed to know their stuff when booking in. So far so good but the field manager both failed to show up and failed to get in touch to let us know that they would no show on Saturday.
We gave them the benefit of the doubt and rebooked for later this week and I took time off work to accommodate. This morning we received a call saying they were short staffed and couldn’t make it today as they had other calls to make to installers and suppliers. Not the experience you want when looking to trust someone with a major purchase.

Update - 2021
Having had my complaint investigated and resolved back in 2019, I was really pleased with both the install and the installation experience itself. Love the TV I bought and the design of Richer Sounds in terms of layout worked really well.

Having had my faith restored in them I bought further equipment for my home office in lockdown in 2020 and this was super smooth and I got all the help I needed. Happy to change my review to a 5 star as the first experience was clearly just a blip.

Great. Booked everything needed and very good at arranging all of the add ons.

Could possibly improve on providing the full summary of everything booked quicker post payment as it can leave you worried having paid for a ski holiday and having little to immediately show for it! Would recommend though.

Excellent table. Able to put together easily using a combination of instructions and a YouTube video.

Great mattress and was so good we have since ordered pillows and a duvet, which are fantastic. Delivery was swift too.

Fitted perfectly, speedy delivery. Perfect one you find the part you needed!

I manage a team for Windsor Rugby and was looking for good quality at a fair price as the number of trial lists grew beyond expectation this season. I found both of these at RAM and delivery was so speedy we were able to use the ordered tag belts just two days later. Fantastic