Joule UK Anmeldelser 156

Joule supplied us with a new Samsung air source heat pump and two separate components have now failed after 2 years . However because our first service was 18 months after installation (two summers and one winter) they are refusing to honour the warranty. Either Joule are rubbish or the Samsung air source heat pumps they are selling are - or perhaps both. Don't expect Joule to be reasonable.

I had a problem after 17 months with a relay valve. Joule sent two engineers next day to resolve the problem efficiently without fuss.
I would especially like to mention both technicians that attended. They were polite, helpful, informative and a credit to the business. Would like to say well done for a job very well done. Thank you.

Had an issue with a valve fitted to a new build property, and by the time it had been identified the warranty had expired. However Joule still sent out an engineer to identify and change the faulty part under warranty. Excellent customer service and very easy to deal with directly.

Brilliant company to deal with, brilliant course took loads of knowledge away with me. Krissy and craig excellent to deal with.

Great products and support. Great training day also thanks to Krissy

Excellent course , very informative and helpful. Thanks Krissy

Very informative, great course to come on, great atmosphere and looked after.

We had a really great engineer attend called Dean visit today. He was so helpful and down to earth. We knew the issue wasn't user error and he was able to confirm that the issue had been with the installation and our use of the system was absolutely correct. He went out of his way to give us the information we needed, thanks Dean!!

Not surprised to see overall rating 4.5 stars.
We had a wee delivery issue but once it was raised with customer care team , they reacted over and above my expectations, as an installer it’s hard enough out there and when issues come up out with your control, you want the manufacturer supporting you to give a high standard of customer care to match yours for your customer they did and some . Special thanks to Lucy.

Amazing customer service from Ellie, 5 stars 🤩

Excellent service from Customer Support and the Field Team. The experience was slightly let down by their inability to contact me to confirm their attendance time. Otherwise great.

We fitted a cylinder in March 2024 supplied through a local supplier, the cylinder has started to leak, just over 15 months. The support from this company has been shocking. The customer has been told the labour part of the guarantee is over and he will need to pay to have the product replaced. Cylinder is obviously not fit for purpose

Following a very poor heat pump, hwc with u/floor heating installation by a local contractor we experienced a fault and Kyle Banks from Joules was extremely helpful. He carefully took us through the incorrectly programmed controls and resolved all issues over the phone. Excellent service!
- ChrisM

I had to check whether some parts were under warranty - very quick response and then support to get the quickest route for the part to get to me for a quick fitting. Both email from the customer and tech teams and phone support from Krissy were excellent.

I rang in this morning and requested a copy of my warranty. Izabella responded promptly, sending it over via email immediately.
Thanks you!

I recently had an issue with a faulty water cylinder, but the situation was swiftly resolved when it was replaced under warranty. The customer service team, particularly Ellie, provided excellent communication throughout the process. Ellie's prompt responses to my emails and friendly demeanor ensured a smooth and hassle-free experience. I appreciate the efficient handling of my case and would like to commend Ellie for her professionalism and courtesy.

The engineer was curious and job done in 20 minutes. The place very clean and tidy.

Brilliant service to back me as an installer. Dean was amazing, went above and beyond. I learnt a lot from him and the customers now have hot water back on.

Had to contact Joule for some replacement paperwork , was handled by Ellie Kershaw and was done with great professionalism and speed
Couldn’t ask for more

Krissy has been very responsive and helpful to my (many!) questions and queries. As an installer we always register the customers product for the warranty and it helps to know that we have a supplier that is always available and I can talk to a human being and not a chat bot!