NIBE Energy Systems Limited

We have been a customer of NIBE's for over 6 years, they provide quality products, advice and support. We rarely have any problems, but if we do, we know we will get prompt service to resolve the issue.As with any high end, configurable product, it is best to ensure that your system is installed by someone who knows what they are doing...

Terrible customer service. The company will not put you through to their technical department unless you are a trained installer. I had a simple question about a Nibe buffer tank but the person who answered simply refused to transfer me. Given that heat pumps are a technology we need to invest more in, it's disappointing to come across unhelpful companies like this. Avoid at all costs.

So a new £20K+ Nibe ground source system won't heat the house properly as it keeps switching off and a week of calls to Nibe has got nowhere. A meeting was going to sort it last Thursday but the return call never came. On Monday I was promised a call back the same day and now Tuesday it's back to voicemail every time I call Possibly these people are good in Sweden, but in the UK they don't care about customers at all.

Flashy website but short on delivery. Don't be duped by the VIP installers plan, they may only have of completed two jobs before becoming a VIP Installer" . Nibe are quick to recommend them but quickly wash their hands of responsibility when things go wrong or the installer goes bust. The service/ emergency plan costing £30 p/m is at best sketchy

Awful service. Telephone calls take 10 to 15 minutes before being answered.Our system is under warranty and 2 weeks ago hot water was coming out of the overflow. Also expansion vessel had failed for third time.Engineer arrived but hadn't been told about hot water problem and was there to fit expansion vessel but NIBE hadn't sent the part so couldn't do it. Said hot water tank needed new seal and he identified part and took photo of it.After three phone calls it was sorted that parts would come from NIBE the following Tuesday and engineer attend Thursday to fit them.Tuesday no parts. Rang again. 15 mins to answer phone. Told warehouse not sending out parts as doing stock check following weekend. WHAT A CRAZY EXCUSE. HOW CAN ANY BUSINESS TOLERATE A FULL SHUTDOWN OF PARTS FOR AWHOLE WEEK AWAITING A STOCK TAKE? What will the warehouse be doing for the week?WHY SEND ENGINEER AGAIN IF NO PARTS TO FIT.Am awaiting phone call tomorrow to see if parts can be found and sent Wednesday.Over 2 weeks with no hot water and no end in sight

Really really disappointed, especially with the VIP installer. The NIBE engineer attended and would not comment on the installation ( 7 faults the day after commissioning , including one massive install water leak.).Nibe Engineers' concern purely functionality. He did not program my system to work, wrote a report condemning my property as ' unfinished with no floors or ceilings ( untrue), even fudged my signature on his own report. After asking for it, we were only given the report 3 months after his visit..Terrible company. No access to their technical dept either.

Terrible service! we are a heating and plumbing biased maintenance company. We contacted Nibe to repair a unit in a property we maintain, as we are not experienced with these units. After a £450 fee, 4 engineer visits and 8 months later the unit is still not fixed, the residents have not had heating or hot water the whole time. They are now blaming an external pump to be the fault which not one of the first 3 engineers mentioned in any of they're reports, they are now washing they're hands of it and the technical manager Chris Easton won't respond to any further emails. Absolutely shocking service. There are far better heat pumps on the market from far more reputable manufacturers, avoid these like the plague!

I spent 2 days trying to get product information for my architect. They passed me to a field person and said I had to call him. After 2 days and various messages with no call back I called the UK office again but was fobbed off saying someone will call me back. If I worked in this company I would be embarrassed reading some of these reviews and knowing that sales folks don't even call potential customers back. All I wanted was 3 ground source heat pumps for a manor house, 1 for the pool and 12 air source units for the cottages. I will advise the architect that we need to use an alternate because they don't communicate quickly with the customer so have no hope of actually getting a quote and the systems.

Took ages to answer the phone in spite of being told repeatedly I was number one in the queue. Then I was told it was not possible to speak to the technical department. I explained that I had spoken to a technical person previously and he was helpful in telling me how to reset temperature limiter alarm. I just needed to check my recall on this. At this point the receptionist asked me to explain to her, she would talk to technical and then come back to me, which to be fair, she did. What a crazy approach! (If anyone is interested, for an S1155, you remove the front panel and it is button FQ10-S2. You need a pen, as the button is in a hole, recessed behind a protective panel).

Would not recommend NIBE heat pumps based on my experience. Broken down after only 18 months and replacement part not available for 2 weeks, so I have been left with no heating. They either need to sort the reliability or the customer service.