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

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.

@steveimpey did you get this sorted in the end with clivet ? (Vested interest as a fellow clivet owner)

Thanks for giving this post a bump @benson. I'm going to follow up with Clivet tomorrow.

@benson Hi Benson,  not at the moment.....We've been chasing both the installer and Clivet (as the manufacturer.....). Getting nowhere at the moment and getting very, very frustrated.  I get the impression they feel they can just ignore consumer rights  law when it suits them.  I'm rapidly reaching the point where I'm going to commence small claims court action if they don't sort this.  Initial contact and response was good, but the lack of contact in recent weeks has been extremely poor. I think they're hoping I'm going to get bored and go away, but there's absolutely no chance of that happening....

@steveimpey that is disappointing. I am inclined to agree with the sentiments of @ashp-bobba though that you'd want the installer to step up a bit more and be proactive, as that is who your contract is with and they presumably take responsibility for the quality of goods that they are installing. Are Clivet debating with them that it wasn't commissioned properly I wonder....

Again concur with the above that not fully testing it to make sure all is working okay before departing site does not seem great.

@benson Hi Benson, so an update....The installers have stepped up to the mark and have basically been pushing Clivet to get to the bottom of this.  So....Clivet are now saying the following:

1) The heat pump was never faulty.

2) The issue was a software update for the brand new controllers which apparently do not work in stat mode properly due to incorrect coding.

3) We were the first to experience this issue, but my installer has stated that every Clivet install they  have put in since mine,  have experienced the SAME issues.  This has led to a lot of disgruntled customers.

4) This is just ONE installer.  If this is replicated across other Installers, then this is certainly not good PR for Clivet at the very least!

5) Clivet have apparently stated they have no update as to when this software issue will be resolved!

6)  My installer has now agreed to install a third party controller (Homely) free of charge which will apparently solve the issues.

@Mars.......I don't know whether you are still monitoring this thread, but what an absolute balls up from Clivet!  How many other owners are out there with new Clivet installs affected by this software issue?  It's certainly not a great look for them, especially as they're trying to increase their presence in the domestic market.

@steveimpey I’m always watching 👀

My Clivet contacts are all away still and have ignored my emails. I’ll exert some more pressure on them tomorrow using other channels. I’ll keep you updated. 

Would be good to hear from other Clivet owners if they have similar issues.

@steveimpey as a short term "fix" have you tried turning off the weather comp and running the unit at fixed flow temps? You could vary the flow temp each day - if it doesn't overrun then that could perhaps get you up and running in the meantime. But I imagine you/they have tried that already? 

Whilst it is an extra expense, and whilst the controller should definitely work, a Homely controller also gives you a bunch of other good things like automatically setting responsive curves all the time, looking ahead at incoming weather, ability to adapt to a variable tariff, remote access and control for you and the installer - so it would be a good idea whatever imo. 

Good luck with it!

What a saga.

The one big positive in all of this is that your installer sounds excellent. They’ve clearly gone into bat for you with Clivet. You were absolutely right to push back and effectively reject the system earlier. That’s almost certainly what’s driven the installer to lean so hard on Clivet and then come up with a proper plan B rather than leaving you stuck in limbo.

Clivet saying “the heat pump was never faulty, it’s just a software issue” is nonsense.
If the controller/software stops the system working properly from day one, then the system is faulty, end of. Whether it’s hardware or software is irrelevant to you.

Your contract presumably is with the installer, not Clivet. So the installer stepping up like this is exactly what should happen, they’re the ones who have to make it right. You don’t have to accept a workaround if you don’t want to.

You've been very patient, and you’ve handled it exactly as you should: you gave them a fair chance to fix it, then pushed back when it was clearly going nowhere. 

Hopefully with the Homely in place you can finally just enjoy having a comfortable, efficient system and Clivet can quietly go away and sort out their software.

Well, 'm hoping the saga is now at an end.  The Installers arranged for an electrician to attend yesterday and they installed the Homely system  free of charge.  Although it's only been in 24 hours I have to say, I'm impressed with it already.  The app is very intuitive and easy to use and the set parameters have been followed very  accurately. I'm hoping I now have a fully working system (As it should have been on day one)

I am still disappointed with the slow response from Clivet and from the conversations I've had with my installers, they are not best pleased with Clivet either due to the "software" issues affecting a number of Installs.

Hopefully, Clivet can learn from this and respond in quicker time for other customers in the future.  After all, isn't reputation in any line of busines everything?

@sune thanks Sunne.  Homely install  yesterday and working well.  Shouldn't have taken this long, but finally got there!