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Is this a bad installation and is there something wrong with my Samsung heat pump?

David999 · 2024-03-24T21:10:40Z

Got a bit of ice and could you say if it’s normal and if this installation is ok so close to the walls

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Air Source Heat Pumps (ASHPs)

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David999

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Topic starter 06/04/2024 5:51 pm

@transparent had a look at that and the installation manual posted and I’m fairly sure these panels want extra clamps. Hope they survive the weekend and shall chat with the solar guys. I’m an engineer and from that perspective but just my opinion surely it can’t be expected to hang on like that with the middle bit going up and down. New roof on there as well and I’m sure one coming off won’t be nice.

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Transparent

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06/04/2024 5:56 pm

As you're an engineer, you'll probably want to devise a way of holding down the centre of those panels until your installer arrives next week.

'Ere in rural Devn, we'd use a length o' bailer twine 'round middle, and tighten it on them there rails un'erneath wi' a stick o' hazel from 'edgerow.

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David999

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Topic starter 06/04/2024 6:06 pm

@transparent it will be luggage straps in the morning. 😊

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David999

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Topic starter 06/04/2024 6:25 pm

Just went up there and run a strap around the first one, sleep better tonight now.

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KenBone

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06/04/2024 8:14 pm

@david999 my oh my, I'm sorry the installation is very poor,

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Mars

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06/04/2024 8:27 pm

@david999 it really looks like you’re up against it. Did you buy the house with this pre-installed or did you pay to have the heat pump and PV put in? I think a complaint should be filed in either instance.

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David999

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Topic starter 06/04/2024 8:46 pm

@editor went in last November and it’s one thing after the other. Whilst under the house looking at those horrendous heating pipes I noticed the cavity insulation beads falling out. Anyway came and inspected, agreed they need to come out, no glue present! Pumped them out and guys turned up to do it again with no glue. Now if I wasn’t there were they going in dry again.

perhaps you can clarify these points.

1. no manifolds fitted just lengths of pipe. Is that correct and how do they work out flow like that because I bet they have no idea of run lengths.

2. Flow is coming through some Trv and some lock shields surely they would have flow all the same and am I correct in that it’s probably crossed over under the house.

3. who do I complain to, samsung?, this company is accredited and can sign off a Samsung 7 year warranty.

4. should I give them a chance to sort it?

5. But I don’t know how bad it is so should I get a Samsung engineer out to survey it.

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Mars

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06/04/2024 9:11 pm

@david999 you should give them a chance to sort it out, but the issue often turns out they don’t have the competence to rectify the mess they’ve made. I would initiate a complaint and definitely get Samsung involved. Are they MCS certified? Here’s an article that breaks down the process:

https://renewableheatinghub.co.uk/how-to-complain-about-a-poorly-installed-heat-pump

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Mars

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06/04/2024 9:12 pm

@david999 can you remind me where you’re based? If you don’t want to name the installer publicly, can you DM me who they are?

This post was modified 2 years ago by Mars

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David999

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Topic starter 06/04/2024 9:15 pm

@editor thanks Mars, give it a good read tomorrow. 👍

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Mars

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07/04/2024 8:58 am

@david999, as an update, I reached out to a senior product specialist and trainer at Samsung via LinkedIn to seek assistance and guidance regarding your issue. Our conversation initially showed promise, with the specialist engaging in discussions and making several comments and suggestions on the post. However, a turning point came this morning when I pressed for clarity on Samsung's position regarding installation quality and the prolonged defrosting times you’ve been experiencing, and whether they would send out an engineer to assess your system, as Daikin and Grant have always offered this. It was at this juncture that the specialist’s earlier comments were all deleted.

The crux of the matter that I raised was Samsung’s apparent stance that they had no obligation to assist homeowners in cases where installations were not executed to a satisfactory standard. The conclusion of our correspondence was a brief message from the specialist, wishing you "good luck" as the homeowner, effectively closing the door on any direct support from Samsung in resolving the installation issues.

Following this response, I took the step of escalating the matter to his superiors in the hope that they might offer a more favourable resolution. However, I must admit my skepticism regarding their willingness or ability to provide the necessary assistance. My personal faith in Samsung as a brand has greatly diminished in recent years.

Given these developments, it’s clear that pursuing a formal complaint via the consumer codes is the most viable course of action. This approach not only seeks to address the specific challenges you’ve faced but also underscores the broader issue of manufacturer accountability in ensuring quality installations

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David999

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Topic starter 07/04/2024 10:01 am

hoping make some headway before 23rd when I go for surgery for cancer in my left eye a BCC they call it. Picked up at an eye test at specsavers, bless them. But scunnered at the minute, depressed to be honest. But appreciate the support I’m getting.

I suspect MCS are useless and although this company are samsung accredited offering a Samsung enhanced warranty perhaps they will distance themselves who knows but do they want regulators looking over their shoulders with the risk of lucrative contracts pulled. I think it’s easier to put this right and move on and make loads of money than lock swords with me.

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