Hanstrom レビュー 297

Had a leak in my boiler which was one year old.
Customer service informed me I should have changed filter every six months so I accept my fault.
They offered a good discount on a new boiler and a free filter
Customer service response was on point quick and fast dispatch of new boiler
No complaints would recommend

Awful. The epitome of buy cheap, buy twice. I only wish I read the reviews prior to selecting this product. After roughly 7 months use, the boiler packed in. As the product was just out of warranty (we purchased it prior to a fairly long renovation), Hanstrom wouldn't offer any support and claimed it must be a limescale issue. If you are lucky enough to read this, do yourself a favour and buy literally any other product. Alternatively, spend an extra 10 pounds on a spare kettle from Argos - you'll be needing it.

Went to retail outlet at the verana warehouse on walkley Lane. Heckmondwike. The two men who helped me Eby and Bhargav, they were excellent. Great service, excellent product knowledge and good advice about installing my new hot water tap boiler. Even showed me how the adaptors worked as slightly different to my old one. Cant thank them enough. Prior to that the email help we got from the help desk was great. Orderingcwas simple too. 5 stars all round. Steve from Huddersfield.

Terrible, do not buy this product. Worked for a few weeks then stopped working

Cheap alternative to quooker. About 10 months in the unit stopped working and the customer service was appalling to say the least. They will blame you for the faulty machine until you buy a new unit for £120. Basically you can save on a premium tap but be prepared to keep having to replace the unit and be told you’re wrong by their customer service

Horrible company, sold a faulty unit, and stopped responding to calls, ruined my hard earned reputation and trust from a client, would never, ever recommend this company

Shocking customer service. We received our 4 in 1 hot tap quickly - that part was 100%. We booked in our plumber to fit the tap. After disconecting our standard tap, he fitted the hot tap. Nearing completion, he discovered the end of pipe 5 had the wrong connector. I contacted Hanstrom and spoke to someone who sounded like they really didn't want to be there!! He asked for a video of the faulty part to be sent to them via WhatsApp. This was sent and we heard no more. Phoned them back later to be promised that the correct part would be posted out to arrive with us the next day. Nothing arrived, phoned them back and was promised again that they would send out the part for the next day. This time something did turn up 2 days later but it was the wrong part. I'm not sure how they got it so wrong!!! Once again, we were back on the phone trying to explain what part was wrong...this was easy enough as it has a part number against it in the installation manual. Eventually the correct part arrived and we then had to wait for our plumber to have availability to come back to us. In all, we were 2 weeks without a kitchen tap. So far, the 4 in 1 hot tap is great, it's lovely having that instant hot water but I dread having to deal with Hanstrom in the UK again

I’ve genuinely never experienced customer service like this, and not in a good way. I bought this tap expecting it to reach the advertised 100°C. Instead, it stubbornly tops out at 79–80°C, making it about as useful as a moody kettle on strike.

I reported the issue in early November and what followed was a month-long loop of requests for more videos, more tests, more hoops to jump through. I supplied every bit of evidence they asked for, sometimes twice, only to be told to wait another week… and another… and another. At one point they even suggested my thermometer was “miscalibrated,” because apparently it’s easier to blame the customer’s tools than accept the product might actually be defective.

After all of this, the offered solution was to pay a £50 deposit for a replacement of a unit that was faulty from day one, or send mine back first and be without hot water. Magical options.

The product doesn’t meet its advertised functionality and the support process has been exhausting. If you value your time, money, or sanity, I’d strongly recommend looking elsewhere. This has been nothing but a slow motion headache.

Had a change and a quality issue with a tap, ran through and tried to resolve the issue, they were helpful with attempts to solve but ultimately it had to be swapped out which they processed. Support was timely in their response and helpful

Terrible company, avoid at all costs!
I have the same issue as many other customers, the water tanks fail and the company do not want to offer a replacement only a discount on a new tank.
£150 every 2 years for tank failure is a terrible service.
This is after the lever spring broke which took many emails to them to replace it, they blame everything on not changing the filters but a lever won’t brake after 3 months and be caused by a filter than doesn’t need changing for 6 months!
Customer support is terrible, nobody answers the phone, webchat only.
Do not be fooled into buying these cheap taps, save your money a buy one from the more expensive reputable companies.

Fine until it wasn't.

All seemed okay until just after the warranty ended (funny that!). The heating mechanism stopped working entirely. They told me to replace the filter initially, which led to flooding, and paying an emergency plumber. When I went back to them to tell them they needed to send someone they told me I'd have to replace the unit. They "kindly" offered to give me a discount on a new heating unit, stating that since my purchase it is a "now substantially better product". Buyer beware... I wouldn't trust them again.

4 in 1 Flex Pro Issue

Horrendous customer service and lack of empathy on this situation.

I demonstrated the issue, was sent the rubber hose insert for the boiling/filtered water which is supposed to easily slide into the hot/cold water flex. It most certainly does not and is impossible to get through. I have explained and evidenced this, only to be told they do not supply the black flexi hose and was told to get a plumber. Luckily I work in estates and facilities and actually have a plumber who works for me so I got his second opinion in which he stated it would never go through which backs my claim here.

I was asked to show the pinch points, how can I show whats inside a hose? Should I go buy an endoscope for this ? lol

This is a simple removable part and should be easily supplied. But no, I've had a mix of unuseful and borderline rude responses throughout the day!

Spent the whole day arguing over email and now just getting blanked.

So I'm now sat with an expensive tap in a family home which is basically an ornament.

RAGING

Installed a 3 in 1 tap and boiler as part of a renovation. Boiler performance has been dreadful and has required 2 replacements in three years. Each time the boiler has failed weeks after the 12 month warranty expired despite regular filter changes. The boiler has performed like a kitchen consumable not high end appliance. Customer service following both failures utterly lacking. There is no customer service phone number, only email. Response time is slow and on both occasions the response was desultory, taking an accusatory tone, demanding proof of purchase of replacement filters. When proof was provided of purchase via a third party (of certified Hanstrom filters), Hanstrom customer service implied I had purchased invalid parts. No attempt at all to offer a feature of goodwill or even to recognise the unacceptable performance of the appliance. Strongly advise purchasing an alternate brand. I am installing a 3 in 1 tap in another property and will pay a premium for Quooker. Atrocious product quality for the price and equally atrocious customer service.

One month out of warranty my boiling tap developed a fault. Wouldn't stop running after switching it off - boiling water continued to pour into the sink, which was frankly dangerous. Sent video to customer services and was told that the potential fault was a part which couldn't be replaced, and I 'may' get a replacement tap as a courtesy. Then I was emailed and told it would cost me £150. These appliances should last for years - not 13 months. A great novelty to start with but the warranty is ridiculous, and when things go wrong don't expect any help.

We install in brand new Kitchen within 3 month filter change came which we hardly used, we changed filter and now our tank is not working. Ringing manufactered told usnto descale the tank. Their customer service is poor. Over roll the product is not good.

I consider their customer service to be one of the best ever.
Every time I contacted them, they replied promptly. Whenever I had a problem, they provided accurate and effective instructions to solve it.
The product is very good, but the people there are excellent!

Bought a 3 in 1 tap in Feb '24, installed with our brand new kitchen in April '24.
Has worked faultlessly for 18 months, filters changed on time according to the manual but the boiler has failed 6 months outside of warranty.
The come up with some fictional filter and descaling schedule which is not published in their manual, the only thing the manual says is to change the filter every 6 months, it does not mention descaling at all.
The only help is a discount on a new boiler which they admit has been upgraded!
Poor service and poor product if it needs a new boiler every 18months despite proper maintenance and light usage.

Bought the 3 in 1 tap. After 14 months the heating unit failed. Of course it was out of warranty by 2 months having regularly changing the filter.. had no option but to by a new unit for a slightly discounted price. Also the faucet becomes loose turning left and right. My plumber is sick of coming out. He tightened it 3 times. It's now loose again and very stiff to turn. Avoid this tap

The product (3 in 1 hot tap) looks great at the start, it comes in a fancy box but the reality is that they are not built to last. The tap started to discolour from bronze to silver after a year and the boiler gave out after just under 3 years despite replacing the filter religiously. Contacted for replacement but got the "outside of warranty, we can offer a discount to waste your money on our products for a second time" spiel. Poorly made products.