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Faulty Clivet heat pump out of the box

 
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Air Source Heat Pumps (ASHPs)
Last Post by benson 3 weeks ago
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 Steveimpey
(@steveimpey)
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Joined: 1 month ago
Posts: 10
Topic starter 26/10/2025 12:40 pm  
@Mars I was really interested to read your article about faulty heat pumps.  I had a brand new heat pump system installed on the 1st of October.
 
1) Clivet edge Evo 4 kw
2) Existing Optima 176 litre pressurised water tank
3) 5 radiators (just one replaced based on heat loss calcs)
4) Open loop single zone system
 
So....my issues.
 
The installer (Greenwave renewables) attended and did the installation in a day, replacing an old Valiant eco max system boiler.  They were professional at all times I was very happy with the job they had done installation wise.

Then the problem......

 
Despite weather compensation curve being set and active, the heat pump continuously ran at its maximum operating temperature of 65 degrees, overshooting the set room temp (say 20 degrees C) often by 3-4 degrees and the compressor and circulation pump would continue to run for hours.
 
Greenwave were excellent and came back on three occasions.
 
A) All plumbed correctly.
B) All wired correctly.
C) No faults found with install.
 
This was then escalated to a warranty issue with Clivet.
 
One of their technicians attended and did a fully factory reset on the controller and reprogrammed all relevant parameters, however the overheating issue persisted.
 
A heat pump engineer from Clivet then attended and replaced the room controller.  Problem still persisted.
 
The engineer then came back the following day and replaced the logic board inside the pump itself. This seemed to solve the overheating issue but the room controller then continuously stated then outdoor temperature was zero degrees, despite being 14-15 degrees outside.  I could also no longer remotely control the heat pump via the Clivet eye app (message of heat pump off line)
 
Emailed CLIVET......No response.  Phone 4 days after the email and was told I would be called back. (no phone call back) but was then sent an email back stating the heat pump now needed a "firmware upgrade" the "zero degrees" wasn't an issue regarding heat pump operation and a further visit was required.
 
I emailed by return saying that enough was enough, sufficient opportunity had been given to repair and I wanted the unit replaced as I had no confidence in it.
 
They again responded by email saying a replacement had to be approved by their managing director.  This was four days ago now and still awaiting a response.
 
As stated, the heat pump was faulty out of the box.  I believe I was fair in offering them then opportunity to repair, however after this failed, they should not be dragging their feet (having to go to their Director) in supplying and fitting a replacement.  
 
The consumer rights act 2015 is very clear on my rights to ask for a replacement.
 
I am now 26 days into my heat pump experience and at the moment regretting every minute of it

This topic was modified 1 month ago by Mars

   
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Mars
 Mars
(@editor)
Illustrious Member Admin
Joined: 5 years ago
Posts: 3803
26/10/2025 1:43 pm  

Welcome to the forums @steveimpey.

That’s a really frustrating experience, and I completely understand why your confidence in the system has been shaken. You’ve clearly been patient and given both the installer and Clivet ample opportunity to put things right.

I’ll take this up and share it with my contacts at Clivet to see if we can help get some traction or at least a clearer response from their team. No homeowner should have to chase this hard to get a working system, especially when it appears to be faulty straight out of the box.

Please keep us updated on how this develops and thank you again for posting because it’s important for others to understand how these situations are being handled by manufacturers.


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 Steveimpey
(@steveimpey)
Eminent Member Member
Joined: 1 month ago
Posts: 10
Topic starter 26/10/2025 2:51 pm  

@editor thank you and will do👍



   
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Toodles
 Toodles
(@toodles)
Illustrious Member Contributor
Joined: 3 years ago
Posts: 2324
26/10/2025 3:24 pm  

First it was Mixergy dragging their feet over rectification of an inoperative unit - now Clivet! I wonder if this is just a UK thing or do companies behave so sluggishly in the E.U. and beyond? Regards, Toodles.


Toodles, heats his home with cold draughts and cooks food with magnets.


   
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 KenBone
(@kenbone)
Estimable Member Member
Joined: 2 years ago
Posts: 49
26/10/2025 3:48 pm  

Can you give me picture of the controller please?

There has been a recent upgrade to the controller, but it won't work with the older units.

You need to have a matched outdoor board with the controller, hot water will work but the heating can do strange things.

is weather compensation enabled ?


This post was modified 1 month ago by Mars

   
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 KenBone
(@kenbone)
Estimable Member Member
Joined: 2 years ago
Posts: 49
26/10/2025 3:54 pm  

@toodles I know Greenwave, they are a good team. So don't diss the installer so quickly,

sounds like a manufacture fault, or a setup issue.



   
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Mars
 Mars
(@editor)
Illustrious Member Admin
Joined: 5 years ago
Posts: 3803
26/10/2025 3:56 pm  

Posted by: @kenbone
↑

@toodles I know Greenwave, they are a good team. So don't diss the installer so quickly,

sounds like a manufacture fault, or a setup issue.

I know the Greenwave guys too and they seem like a professional outfit, but was surprised to hear they did the install in a day. 

 


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 KenBone
(@kenbone)
Estimable Member Member
Joined: 2 years ago
Posts: 49
26/10/2025 3:57 pm  

The problem is that even if a Manufacturer comes to site it can be a mixed bag on who you get. 

Some like Vaillant will blame the installer before they have got out the van, in my experience.



   
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Toodles
 Toodles
(@toodles)
Illustrious Member Contributor
Joined: 3 years ago
Posts: 2324
26/10/2025 4:01 pm  

@kenbone No particular party being blamed - just the total lack of cohesion between manufacturers and installers when an apparent fault needs investigation and the time it takes to rectify the problem. Maybe I am too sensitive about thinking that one should not have to go without DHW services or the heating of a home whilst people deliberate over the matter. Regards, Toodles.


Toodles, heats his home with cold draughts and cooks food with magnets.


   
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 Steveimpey
(@steveimpey)
Eminent Member Member
Joined: 1 month ago
Posts: 10
Topic starter 26/10/2025 7:13 pm  

@kenbone I'm satisfied Greenwave did a good job, it was beyond their control the heat pump itself was faulty out of the box.  My issue is with Clivet.  Yes, they have tried to rectify by sending people out to repair, but I've lost confidence in the heat pump and just want the whole unit replaced.



   
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 Steveimpey
(@steveimpey)
Eminent Member Member
Joined: 1 month ago
Posts: 10
Topic starter 26/10/2025 7:19 pm  

@editor the installation is pretty small.  The heat pump is for an annexe attached to my main house (only 68m2 in size). I had pre-installed a pad for the heat pump to speed things up a bit and it didn't feel like installation was rushed,  just efficient.  The only thing that could have perhaps been better was more time spent commissioning and explanation of the controls.  Apart from that, I have no gripes with them.



   
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 Steveimpey
(@steveimpey)
Eminent Member Member
Joined: 1 month ago
Posts: 10
Topic starter 26/10/2025 7:23 pm  

@kenbone i

IMG 20251018 122650~2

It's the latest upgraded controller



   
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