Faulty Clivet heat pump out of the box

Steveimpey · 2025-10-26T12:40:21Z

@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

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Air Source Heat Pumps (ASHPs)

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Steveimpey

(@steveimpey)

Active Member Member

Joined: 11 hours ago

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Topic starter 26/10/2025 7:26 pm

@toodles agreed. If there are issues they should be rectified quickly.

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ASHP-BOBBA

(@ashp-bobba)

Honorable Member Member

Joined: 11 months ago

Posts: 286

26/10/2025 10:01 pm

We would never win these projects as we spend 1 whole day all day at the end of every job IR camera every pipe and rad, DT measure and data log every rad and tank, flow rate balance and control the whole system and even on the smallest systems this takes 1hr per rad minimum, during this time we would see that the system is not responding correctly.

That said what we would have done is change the system for a new one at our cost as it did not work on day 1 and given the manufacturer hell from our end, we would set this unit up at our offices and proved it worked or did not. Also a lot of us "installers" are purchasing these units from merchants and we also often purchase all of the rads, all of the pipe and fittings. Assuming we all do 1 system a week and the av cost of all the systems and materials is near £7,500 to £8,500 it fair to say we can spend up to £400,000 a year with 1 or even £200,000 each merchant if 2, its worth them looking after us/you for that £400,000 trade a new unit is nothing to them, especially when the bigger merchant's may be shifting 2000 of these manufacturers units a year to all their customers, us the installers.

Sorry to all the very good merchant's that support us well but DOA is not acceptable and I would be pushing for a new unit for my client if it was defective.

Might as well just install the one that got rolled off the delivery truck and dented at this rate.

AAC Group Ltd covering the Kent Area for design, supply and installation of ASHP systems, service and maintenance, diagnostics and repairs.
Professional installer. Book a one-to-one consultation for pre- and post-installation advice, troubleshooting and system optimisation.

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