Joule UK Anmeldelser 156

Seems to me Joule have a manufacturing issue with the cylinders, like the last complaint. The fitting would not screw in & this was my 3rd in as many months. We did not get as far as fitting, as this was the first thing we tried when the cylinder turned up. Unfortunately they blamed Williams Trade for not checking this before they delivered. So we had to go back the next day at my cost to fit a Gledhill

Joule cylinder is low quality. One of the female fittings had an issue so could not be connected to. Two days of exasperating dealings with Joule saying "they could not see an issue with the thread" when clearly fitting deficient.
I purchased Joule as the most expensive and hopefully highest quality cylinder. Sadly proving not to be the case. Will get Gledhill next time

Although under warranty they will not pay out due to not having a service during 2020 and lockdown laws! No consideration for special circumstances and will try and get out of paying. Also unhelpful in trying to find suppliers to source parts needed!

Will not pay out under Warranty!

After an instalation only 3 years ago a leak started from the cylinder. It came with a 25 year warrenty but they wouldnt pay out as it needs a seperate service from the rest of the central heating every year.

They might as well offer a 1000 year warrenty they are Never going to pay out.

Supplied an Air Source Heat Pump via Heatpump Warehouse. After several hours of fault finding, it transpired that internally a plug connecting the fan to the circuit board had not been connected. At weekend so no telephone lines open so rather than leave no central heating all weekend, fixed the problem myself.
On contacting for compensation, had a very aggressive phone call suggesting I might have removed the plug myself, no apology and no thanks for saving them an engineers visit. Will never use again.

*NB So 18months after making this review, I finally get a message saying to get in touch, with no actual way of getting in touch available! Smacks to me of a company trying to look better on their appaling reviews without actually changing anything. In all liklehood it might just be a bot making an automatic reply. in the unlikely event that an actual person wrote the response, The name of the Regional Sales Manager who was aggressive, rude and accused me of lying was Adrian Thompson (Northwest and Scotland), subsequently Gary from customer services fobbed me off with contacting Samsung even though UK consumer law firmly puts the responsibility for faulty goods with the retailer!

Plummer fitted a 300l tank, worked for two years, in last year have had 3 replacement valves as water keeps leaking from cylinder overflow. Serviced as per instructions. Customer service is non existent and thoroughly disappointed at this business. All shiny on the outside rotten in middle. Go with a more prominent brand for a few more £.

After taking over the previous company which had not informed me a un vented cylinder should be serviced annually it has failed and they will not help saying the warranty is void due to the servicing not being carried out but thats hard to do if you do not know
They are unhelpful and do not have any a clue about customer service keep away from this company they are terrible

Good luck getting any response to after-sales questions!

I received an update from Trustpilot (only 2 years after posting the above), asking for 'extra information'.

I have no idea what I asked - but I do know I never received a reply.

Issues with multiple leaks from day 1 of moving into the property have been an ongoing issue with the developer who tried to resolve them. I finally got in touch with Joules to try and get it sorted because the system is over 12 months and has no service history they refused to touch it. Despite

1. Issues occurred well before any annual service was required
2. All the engineers they recommended either didn't reply or said they will not service.

**INSTALLERS** may be interested to read about our terrible experience with JOULE UK. We are a small plumbing company. One of our customers paid a local builders merchant for a Joule UK manufactured ThermaQ 1200x450 indirect copper cylinder. We duly installed it for him. Within approximately 3 weeks of install he noticed a small weep to the side of the cold feed inlet flange where it had been brazed onto the cylinder body. He contacted us and we visited to inspect it. It was indeed leaking from the cylinder itself in the area that the customer had described, albeit a small leak. Joule UK have their own service engineers but choose not to send them out to issues under warranty with copper cylinders, for what reasons, they have not made clear. Feeling a duty of care to carry out the replacement cylinder work for the customer as he still had water leaking on to his floor, we emailed Joule UK with our terms for payment including the associated labour costs, in advance. They replied by return agreeing to pay the said amount and provided a PO number for the invoice - no information was given around any terms or conditions they may have for us carrying out this work. Bear in mind, prior to this Joule had been given all the customer and cylinder details along with a series of photographs taken by the customer clearly showing the leak and the installation. After carrying out the work and submitting the invoice we did not receive the agreed payment so began to chase them. Their accounts payable had no knowledge of our invoice. It was only when we asked to escalate it to a manager, that the Customer Support Manager told us that without exception, they must have the cylinder back and test it first (by themselves note, not an independent tester). Although we complained about this, including directly to the Managing Director, they stuck to their company line. Now we can see why. It took much chasing just to get them to collect the faulty cylinder from the builders merchant (3 weeks). Once back with their testing department they claim they carried out "various" tests (2 to be precise). After nearly 5 weeks and a ridiculous amount of emails, they declared no fault/leak found and refused to settle our invoice. We were in the process of starting legal proceedings to recover the money along with costs when they decided to retest and finally confirmed the leak. They are now going to pay for our labour costs.