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Latest NIBE model has known defect and no solution

 
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Air Source Heat Pumps (ASHPs)
Last Post by Mars 2 months ago
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 richardpool
(@richardpool)
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Joined: 3 years ago
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Topic starter 17/01/2023 4:04 pm  

Just a heads up to anyone considering, the latest Nibe ASHP has a huge defect which means it's repeatedly shuts down and stops working. Nibe are aware of this issue, but don't have any solution and we have been without heating since installed on Nov 28th. This is the same model that has won awards!

Customer service has been zero, literally no communication.

 

 



   
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Mars
 Mars
(@editor)
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17/01/2023 4:12 pm  

@richardpool, welcome to the forums. Could you please be more specific, what model NIBE heat pump have you installed? Have NIBE confirmed to you that there is a problem with this specific model?


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 richardpool
(@richardpool)
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Topic starter 17/01/2023 4:31 pm  

@editor The amazing, award winning: S2125!! 🤨 . This is Nibe's latest model, which has come to market seemingly too early.

Nibe are aware of the issue and have been since installation, as it started right away. After much persuasion, they came out and verified the installation is A1 and the issue is with Nibe kit – but they don't know what the issue or solution is.

Nibe avoid phoning for some reason. They seem OK with leaving customers in the dark, with no heating.



   
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Mars
 Mars
(@editor)
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17/01/2023 4:51 pm  

@richardpool, I'll get in touch with NIBE and see what they say about this? They've always come across as an aboveboard company, so I'm surprised that they haven't recalled these units if there's an issue with them.


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 richardpool
(@richardpool)
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Topic starter 17/01/2023 5:04 pm  

@editor We have been told that there are about half a dozen confirmed cases across the UK. If they think it's fine to have no heating, I invite them to stay the night and see if they think it's working then!!



   
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Mars
 Mars
(@editor)
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17/01/2023 5:10 pm  

@richardpool, have you flagged this with MCS? Also, what are your installers saying? Have they just walked away? 

I fully agree that being without heating for over six weeks is unacceptable. Have you been given any timeline to getting this matter resolved? 


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 Derek M
(@derek-m)
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17/01/2023 5:10 pm  

@richardpool, have you not asked Nibe to replace the faulty unit with a different model, either on a permanent or temporary basis?

 



   
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 richardpool
(@richardpool)
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Joined: 3 years ago
Posts: 14
Topic starter 17/01/2023 5:16 pm  

@editor Installers have been great. They were skiing over Christmas, but still logged on remotely to see what they could do and trying to call Nibe which on holiday. Nibe finally visited Friday last week (despite knowing there was a fault since soon after installation - manufacturer in Sweden let UK team know there was an issue with system) to confirm installation was fine and issue was confirmed to be with the Nibe kit. I have tried calling Nibe repeatedly but their response is that they are trying to understand the fault. No timeline given, no support given.



   
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 richardpool
(@richardpool)
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Topic starter 17/01/2023 5:17 pm  

@editor MCS confirmed that they only cover issues with installers and can't take any action with Nibe (as manufacturer). Nibe has confirmed that the issue from product, not installation.



   
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 Derek M
(@derek-m)
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17/01/2023 5:29 pm  

Posted by: @richardpool
↑

@editor MCS confirmed that they only cover issues with installers and can't take any action with Nibe (as manufacturer). Nibe has confirmed that the issue from product, not installation.

That sounds rather strange, since I thought that ASHP's had to be on the MCS approved list to qualify for the latest grant.

Since MCS also don't appear to take any kind of action against poor quality installers, can anyone explain the actual purpose of MCS?

 



   
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Mars
 Mars
(@editor)
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17/01/2023 5:35 pm  

Posted by: @richardpool
↑

@editor MCS confirmed that they only cover issues with installers and can't take any action with Nibe (as manufacturer). Nibe has confirmed that the issue from product, not installation.

Almost every heat pump in the UK is MCS "approved" and makes it onto their register, so if in fact the entire range has an inherent fault, it should very much be part of their "taking action" remit.

 


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 richardpool
(@richardpool)
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Topic starter 17/01/2023 5:36 pm  

@derek-m - thanks for your comment. MCS would step in, if the issue were with the installer, but it's not. Even Nibe confirmed themselves that the installation was spot and should work. Nibe have confirmed the issue is with themselves, but just haven't done anything more than that. MCS can't deal resolve issue with faulty product from manufacturer when the installer is also trying tirelessly to resolve, but getting limited response.

 

I want this post to warn people to avoid Nibe, until this issue (and probably their customer service) is resolved. I have two small children who are shivering in their bedrooms with panel heaters and my wife and I have had to sleep next to the wood stove in the sitting room, when the temperature is really bad. Needless to say, Christmas was pretty ruined.



   
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