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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Sune

(@sune)

Trusted Member Contributor

Joined: 3 years ago

Posts: 26

13/11/2025 1:55 pm

@steveimpey excellent to hear that you're up and running finally. 👍😀

Planning your dream house? Book a simple one-to-one consultation to get you on a good path - here.

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Toodles

(@toodles)

Illustrious Member Contributor

Joined: 3 years ago

Posts: 2328

13/11/2025 2:09 pm

@steveimpey Welcome to the Homely control club! Toodles.

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

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benson

(@benson)

Honorable Member Member

Joined: 2 years ago

Posts: 227

14/11/2025 9:36 am

@steveimpey glad you got it sorted and agreed- being ignored by Clivet tech support is massively frustrating as I'd expect them to be liaising directly with an end user as well in this scenario, rather than just going through installer. I know their tech support are about as they replied to me about a minor query I had a week or so ago (replied on a Sunday in fairness). Sounds like they've developed new controls rather than recommissioning/rebranding the midea control panel as they had been doing, with evidently some teething problems.

Regarding homely, we had been using this and found it to be a reasonable solution but have since removed and just using manufacturers controls. Therefore I would make sure they sort the native controls issue as well asap and stay on the case with that, so that you have that option as well going forward should you wish to change it for whatever reason (granted many people are happy with homely- just didn't suit us).

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