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NIBE Heat Pump Warranty: What's an Adequate Engineer Attendance Time?

 
Air Source Heat Pumps (ASHPs)
Last Post by JamesPa 23 hours ago
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 Hughmark
(@hughmark)
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Topic starter 13/03/2026 3:27 pm  

Hi I am new to this forum but was wondering what is considered an adequate response time for an engineer to attend if your pump breaks down under warranty. My NIBE stopped running on the 1 March from a fan motor problem. Due to lack of spare parts repairs are scheduled Tuesday next week. That is over 14 days since the problem was reported. We have had no heating and have been relying on the immersion for hot water. Do I have any recourse and if so What?



   
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Mars
 Mars
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13/03/2026 3:41 pm  

@hughmark, welcome to the forum and sorry to hear about your issues.

Long delays can happen when a specific spare part isn’t immediately available, especially items like fan motors, control boards or sensors that installers and manufacturers don’t always keep in stock locally. NIBE, as an aside, have always had a poor reputation for keeping decent supply levels of replacement parts in the UK.

That said, it’s still reasonable to expect clear communication and some effort to minimise the disruption.

Even if the final repair depends on a replacement part, many homeowners would normally expect an initial attendance within a few days to diagnose the fault and confirm what’s required.

In terms of expectations, it comes down to the installer, and I've heard cases of people waiting in excess of six weeks for replacements.

 


This post was modified 1 day ago by Mars

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 Hughmark
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Topic starter 13/03/2026 3:47 pm  

Thanks for getting back to me. There is a typo my side, failure occurred 1 March! 
The pump had a two year installer warranty and 7 year manufacturing from Nibe. The pump is 4 years old so having to rely on NIBE to repair. 

Two weeks seems a long time to get an emergency repair in place. 



   
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Mars
 Mars
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13/03/2026 3:51 pm  

@hughmark are you dealing directly with NIBE who will do the repair work or the original installer?


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Mars
 Mars
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13/03/2026 4:03 pm  

Posted by: @hughmark
↑

Two weeks seems a long time to get an emergency repair in place. 

I think this is another area that needs rapid improvement because far too many homeowners are abandoned for prolonged periods due to lack of parts, which I feel is unacceptable given that these are massive companies with hundreds if not thousands of units installed around the country. 


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 Hughmark
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Topic starter 13/03/2026 4:23 pm  

I am currently dealing directly with with NIBE with assistance from my original installer. NIBE have appointed another company to undertake repairs as they have a particular spare part in stock that is required. 

The issue I am raising is that if a manufacturer doesn’t have stock for a warranty repair then the householder can only be described as marooned. 



   
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Mars
 Mars
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13/03/2026 4:44 pm  

Posted by: @hughmark
↑

The issue I am raising is that if a manufacturer doesn’t have stock for a warranty repair then the householder can only be described as marooned. 

Absolutely.

Last winter (2024/25) there was a problem affecting some new Daikin units that I was made aware of (and something the company initially didn’t acknowledge) which required a component replacement for the systems to operate properly. From memory it took six to eight weeks before enough parts arrived in the UK for installers to start resolving the issue for most affected homeowners. That’s an extraordinary length of time, and many of those households were effectively left without proper heating in the middle of winter.

Personally, I find it difficult to accept that if you’re buying from a major manufacturer (Daikin, NIBE, Mitsubishi Electric, Vaillant, etc.) there isn’t sufficient spare parts stock in place to resolve common failures within a few days. That's what you're essentially paying the big bucks for.

At the end of the day, these companies sell heating systems so there’s a responsibility on manufacturers to maintain adequate parts availability to support the products they put into people’s homes, whether those systems are under warranty or not.


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Majordennisbloodnok
 Majordennisbloodnok
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13/03/2026 5:00 pm  

Posted by: @editor
↑

...

Personally, I find it difficult to accept that if you’re buying from a major manufacturer (Daikin, NIBE, Mitsubishi Electric, Vaillant, etc.) there isn’t sufficient spare parts stock in place to resolve common failures within a few days.

...

In fairness, @editor, I'm not sure you even need to accept it. I'm sure there will be a legal answer to all this; some form of definition of what is a reasonable delay for any given warranty issue to be resolved, and what the consequences are of going beyond that timeframe. A warranty is, after all, a contract. I'm quite prepared to accept that it would not be reasonable to expect the same resolution time for all components - some are easier to source than others - but I would fully expect any definitions to cover that variability.

 


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JamesPa
 JamesPa
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13/03/2026 8:28 pm  

Posted by: @hughmark
↑

The issue I am raising is that if a manufacturer doesn’t have stock for a warranty repair then the householder can only be described as marooned.

Totally agree.

However the manufacturers know that few people will sue, and the UK electorate has predominantly voted for light touch regulation - our democratically elected government has been ideologically inclined to small government, light regulation for 53 out of 80 years since WW2 and has not made any secret of that position.  Hence commercial considerations are the only real concern for the manufacturer.

We get what we vote for, alternatively you are at liberty to sue.  Of course the latter may take some time due to backlog in the courts, again a result of choices made by the electorate.

I'm neither defending nor criticising the position, just saying that it's the culture we collectively chose and (some argue) one of the reasons organisations are still keen to invest in the UK.   Of course this culture doesn't just apply to heating!


This post was modified 22 hours ago by JamesPa
This post was modified 12 hours ago 2 times by JamesPa

4kW peak of solar PV since 2011; EV and a 1930s house which has been partially renovated to improve its efficiency. 7kW Vaillant heat pump.


   
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