@david999 it’s completely up to you how you chose to get this matter/installation resolved. The complaint path is not easy or guaranteed so if there’s a semblance of hope your installers can fix this, you should definitely pursue this.

My issue is that if they lack the competence or skillset, even if they have the desire, it may not get satisfactorily or efficiently resolved, which is why I would have hoped that Samsung stepped up to assist in this process.

But please keep us posted.

@editor not too worried Mars they have a great deal more to lose than me and they installed more near me so a visit by me highlighting any problems won’t be appreciated then of course the power of the media, start posting about them and it can destroy the business.  So sorting mine hurts less than going down the see you later road. 

thanks for your time 👍

@david999 I’ve just heard back from the one of the managers at Samsung dealing with heat pumps who is currently on holiday till next week. Here’s what he says/asks:

I note no mention of error codes, which points me to suspect system or settings.

• End user should ask installer to revisit/check system.
• Installer if unsure of diagnosis, should contact Samsung whilst on site.
• If installer is unwilling/ unresponsive, end user can contact Samsung direct.
• Is this installer Samsung trained?
• Is installer MCS registered?
• Has the install been registered for warranty with Samsung?
• By the look of the pics it's a really suspect install.
• I could go into design, field settings, volume (both for defrost and for efficient operation) flow rates, etc. but I’m on holiday till next week.

@editor I emailed the installer today requesting they attend with their lead engineer but previous to this to supply installation diagrams so we have some understanding of what should be where.  The manager completely ignored that request, replied to the radiators being supplied from random sides stating they are multidirectional valves, will pass my comments regarding the panels onto the solar team and as he said will sort the insulation. Fairly blunt to be honest.

but yes, samsung trained but don’t do servicing. MCS registered. And yes registered for 7 year warranty because the installer is samsung accredited. 

@david999 what I would suggest you do is raise this with Samsung as soon as possible. Either email them (tech.aircon@samsung.com) or call them (01932 575604) and make sure you have the heat pump's serial number. If emailing, I would definitely add the link to this thread so that they can see the images and so that they know that this "case" is now in the public domain.

Good to know they're MCS-certified and Samsung trained – doesn't mean an awful lot in the greater of scheme of things, but gives you a few options to exert pressure on them (if you ever did go down a formal complaint route) and via Samsung directly. 

@editor I think they will sort it, reluctantly!!, but a classic case of volume over quality, greed and not a single apology for any of the problems.  The manager said recently sarcastically that the system was fine and that he had been out several times (error code) and it had been commissioned perfectly.  The reason he was called out was the error was the legionella wasn’t working and I found the fault myself in that they had not programmed the time and date into it, but he just came out and reset it punched a few buttons and left.  I said to him today that he had said the commission was fine yet stood in that tank room three times and never noticed the insulation was shocking. 

I'd strongly recommend that you use email when communicating with Samsung...

1. You get to retain a copy of whatever was 'said' with a date/time stamp. That might be required in any future mediation
2. They can forward the email to other engineers in the group, including those who might currently be out of the office or on holiday

Posted by: @david999

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The manager completely ignored that request, replied to the radiators being supplied from random sides stating they are multidirectional valves, will pass my comments regarding the panels onto the solar team and as he said will sort the insulation.

Once again, I'm clarifying a technical point here.
As an engineer, @david999 probably already understands, but other readers in future may not do so...

It was the case for many years that TRVs should only be used as the input to a radiator.
More recently, bi-directional TRVs have become available, which will work satisfactorily in either the flow or the return.
But there's no 'standard' which defines this functionality.
If you need bi-directional valves, then they should be clearly marked as such when supplied.

Next, the point about asking for the installation diagrams:

There are two different iterations which matter here.

A: When the site is initially surveyed (usually by the installer rather than an independent assessor) two 'documents' will need to be created

• an assessment showing the heat losses for the whole property (to calculate the size of heat-pump), and per room (to calculate the radiator sizes)
• a system diagram which identifies the component parts and therefore allow the quote to be issued

As I understand it, there are MCS-approved methods which must be used for both of these, although others here should confirm that please!

B: A schematic which shows what the company has actually installed on-site.
It will need to identify each valve and controller, together with the pipes and wires that connect between them.

There will also be a Commissioning document, describing how the system was tested and the results.

This is all required to satisfy Part-L of the Building Regs.

That schematic should be accompanied by the specific instructions/explanations of the installation so that it can be operated/maintained by the customer.
A pile of manuals for each installed device is insufficient.

So in @david999's case, the 'Manager' should be able to produce both sets of documents/diagrams (pre- & post-installation).

If not, then the system hasn't been 'Commissioned' and no Notice should yet have been given to the Building Control Dept of your LPA.

@david999 Regarding the multidirectional valves (I believe they mean ‘bi-directional’ really), this seems to be the case with most modern radiator valves as I had the same query with my own and was assured that is so; I also looked it up somewher and found it to be so. Regards, Toodles.

@transparent Email also has the advantage that if Samsung hand on this email to an engineer who does ‘give a damn’, then they will bee armed with all the information they need to effect a proper rectification job for you. Regards, Toodles.

@transparent

What documents should the customer receive?

Posted by: @toodles

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@david999 Regarding the multidirectional valves (I believe they mean ‘bi-directional’ really), this seems to be the case with most modern radiator valves as I had the same query with my own and was assured that is so; I also looked it up somewher and found it to be so. Regards, Toodles.

I am not certain if the radiators are bi-directional.

@derek-m Ah! Now that is another matter of course!