EWT Water レビュー 616

I wouldn’t even give it 0 if it was possible. Extremely disappointed with the service. I have been promised to be contacted regarding the issues I had with my water softener. I have been chasing the company for the past 3 months but not getting anywhere. Very unprofessional. Due to lack of engineer knowledge on their last visit to do service for my water softener. It caused my house flooded. Damaged all my kitchen and living room. Cost me over £15k to get everything back. But the company is not taking responsibility for it. Highly not recommended. I am still continuing to take them to court for the damage they have caused to my house.

Avoid this company! don't fall with their SALE prices
Very difficult to connect their call.
Wait time too long and after sales service is very expensive.
The salt bag comes at only a 15kg high price whereas outside 25kg with the same price range.

I have lost count of the number of times I have contacted EWT (certainly in excess of 10) over the past few weeks to report leaks under my water softener unit and unit not working to Vincent, Kyle, Micheal etc. Lengthy delays in picking phone (if you get through), promising to call you back which never happens, promising to get an engineer to fix my unit. Never happens. What use is a water softner that does not work? In short dont buy from this company unless you want stress.

The technicians who come to do service do not speak good English and they do not answer any questions you ask. If you ask questions they leave without doing service however they send out invoice confirming they did finished everything. If you contact care team they do not respond to emails or phone calls.
Bottom line is please AVOID this company. They are just minting money from customers and doing nothing.

The worst customer service in the country! If anything happens to your boiling water tap they will not fix! Receiving bills when work has not been finished and all around terrible company would never recommend!

Never purchase EWT water softener. I'm a customer of EWT from 2019, their customer service is really poor. If there is a leak with the watersoftener also they dont address.Its a waste of money and this will cause damage to your house. Firstof all, very difficult to get hold of them via phone or app and they dont have enough engineers to fix the water softener issues

Placed order 01129204 for a softener service and 10 bags of salt total value 318e ,when the engineer arrived they had no salt and informed me I only paid for a service. I was left without salt despite having placed an order 10 days prior.

From the start this order hadn't gone smoothly. I selected "not available for service anytime" when ordering and asked for a late afternoon appointment, despite this I got an early morning appointment, i asked for a reschedule and had to wait a week before i got a date, not before contacting your customer care via web chat to ensure I definitely got an afternoon appointment. I also got the appointment to a different number than the one I entered. I entered my work mobile so i would always be reachable but instead the SMS messages and calls from the Engineer all went to my older personal phone which i would have used on previous orders.

I got an appointment for 23/02/24 between 4.30 and 6 so I arranged with my boss to be able to leave work at 4. However I got a call from the engineer at 2.40 saying he was outside my house, I told him I had arranged to leave work at 4 as per SMS appointment details he attempted to reschedule on the phone with me. I said this wasn't acceptable and had to get permission from my boss to leave earlier than I had previously agreed. All this is out of my own pocket as I had to clock out.

I sent an initial mail on this to customer care but never received any reply or acknowledgement.

It took me a few subsequent attempts contacting EWT before on 02/02/24 receiving a date for my salt that I ordered on the 11th to be delivered, that date was today the 6th of march. I have had no salt in my softener for the past few weeks. I got an SMS stating my delivery was scheduled between 5.09 and 6.24pm as i had asked for a late afternoon appointment to suit work schedule, again i got a phone call at 15.04 from your engineer saying he was outside my house ( no advance notice as was promised by your customer service agent) your Engineer also stated he had 14 bags of salt for me - great i thought a good will gesture from EWT. I told him I had arranged to leave work at 4.30 as per SMS appointment details Again i had to arrange with my Boss to leave work earlier than expected, all in this ordering process has cost me about 4 hours of lost pay in work, when i arrived at my house this the engineer was gone and there were 10 bags of salt left outside my door.

I have to say this has been a very poor customer service experience, what is the point of specifying visit times so a customer can plan their work schedule to suit if your company doesn't stick to those schedules. Also why was my order of a service and Salt messed up from the start and why did it take so long with so much intervention from me to get it rectified.

What if any goodwill gesture are EWT willing to make for lost time at work here, and why can't i Leave a google review despite when i google your company i see so many positive google reviews?

I am leaving this review for EWT uk as i can't see any options to leave a review for EWT Ireland also it seems all my calls to EWT were routed to the UK anyway

TLDR avoid, very poor customer service.

I had an agreement with this company (to service the system at my home as one service charge, I needed two softeners because of the water feed ) they honoured the agreement for 4 years and then renaged, my advice is avoid this company as they can't be trusted and customer service is awful.

Very expensive service for 10 minutes work. Paid €178 for annual service which involves changing the filter under sink which costs €20. They then check the system which takes 5 minutes. The man that did the service was nice and professional but this is a rip off from EWT who's systems aren't cheap to begin with.

We went with this company and have had no issues until we can home to a massive leak under the sink. We had to call an emergency plumber out. The plumber explained that when the engineer installed the water softener he turned the tap to the side (to turn the water off). He tightened the nut too much and it cracked. We were forced to pay 375€ for a plumber on a Sunday. I’ve called twice and emailed 3 times and have nothing back.
I’m disgusted with the customer service regarding this issue.

Initial complaint raised on the 4th of January via email.

I would like to put a complaint in writing in relation to the significant delays we have faced in waiting for a EWT reinstall for our water softener after it was De installed on the 10th of November 2023. We moved into a new home at on the 21st of November, and what followed was a series of phone call to book, installations, confirmed bookings and subsequent cancellations, which in my opinion is unacceptable.

I have confirmation texts stating that an engineer visit was booked on the 4th of December 2023, then on the 7th of December 2023, then I have a text as we chased further appointments on the 11th of December, stating that you are sorry in the delay getting your appointment date, another text from the 15th of December stating the same, we are now in January and after several follow-ups we are told that an engineer will be visiting on the 9th of January, however, this is only after we chase this today on the phone, we have not received a text confirmation as of yet.
The Engineer finally came on the 15th of January.

I had no response from EWT to the email of complaint so on 21/1/24 I sent the following :

I am writing to inform you that I have not received an email of acknowledgement, nor have I received a response for the complaint below. It has now been 17 days since this email was sent.

I will try to look online for their regulators so see if this complaint can be fed back to them as well.

I got my filter from Vladimir.He was very quick with the installation. Thanks for the great service.I love the way water is limescale free now. I would recommend Vladimir for the installation. Thank you

Worst customer service

They can't deliver the filter even after 2 weeks and don't even know when they can deliver.

I do not recommend EWT.
Softener + filters and Reverse Osmosis were installed almost 6 years ago. I serviced those regularly with EWT but the cost of annual service kept creeping up so I switched to another vendor (25% less expensive). I have this serviced last January. This weekend the resin beads have been flowing from the softener, contaminating our tap water and probably whole inhouse water supply. I called the EWT to ask for call out and fix to the machine, of course paid, but I was told thet despite system just being serviced I need to first pay Eur 204 for service before a technician will arrive to even have a look at the machine. "Extortion" is the only word that comes to mind.

I have been with EWT for about 5/6 years now without a Problem. They recently changed hands and failed to provide me with a suitable date for the Filter change & Annual Service, which I had already paid for. I then cancelled my Direct Debit and asked for a full refund. Still waiting! Do not bother, completely useless....Grrr..

I have ordered Salt from this company, normally for any deliver from anyone to reach UK(Midlands) even from China wont take more than 4 weeks. But to get 10 bags of salt they dont know the likely date when they can deliver it. We are on 6 Feb 2023 already 10 past my order and now after I have been chase them up one person on the call says they may now a date my end of feb when they can deliver it. Worst case it can be delivered by early March that to if they have any orders in my area as it is a RED Zone. This company is operating from Ireland so it is harder for people to get anything from them. Please stay away from this company.

Stay away from this company! I had to take two days off from work, eagerly awaiting an engineer to come and replace my filter. To my dismay, without any prior notice, both appointments were unexpectedly canceled. What's worse, I am still waiting for them to arrange a third booking. As if that wasn't bad enough, the customer service assistant I spoke to was incredibly rude and disrespectful towards me.

** BEWARE THE BUYER **
READ ALL THE POOR REVIEWS BEFORE USING THIS COMPANY
The engineer who serviced my 80yr old mum's water softener casually told her as he was leaving "you might have a problem with your hot water in the next couple of days" when he absolutely knew he had literally broken her boiler by contaminating her water supply with resin which then blocked the pipe to her combination boiler rendering it broken and her with no hot water supply during the coldest days this month.
He had released resin into the supply which immediately went to the boiler and blocked it. See the pictures attached the this review. Our plumber said he has "never seen anyone do this in his 20+ years of plumbing!
He 100% certainly knew she had NO HOT WATER when he told her she 'might' have a problem.
He also told her she'd need to have the "filter checked by a plumber" What filter??? The only filter anywhere near her boiler is a mag filter for the sealed heating system.
This company employs engineers with literally no knowledge of plumbing whatsoever.
The so called engineer also left this resin all over the path outside my mum's house, my daughter slipped on it and injured herself taking my mum's bins out. It looks like sand but it is resin. The softener itself now looks as though it's been smashed about and is scuffed and filthy.
My parents had this water fitted around 12 yrs ago. They have consistently had limescale in their washing machine and toilets, so we think it has only been connected to the cold feed heading to the boiler, I have spoken to them about it countless times, however they've been palmed off by service engineers. They are elderly and vulnerable (my dad died last month) and I just think they've been lied to by the company.
We paid £80 for the plumber to 'back flush' the boiler to flush out the resin contamination. At first he had thought it might need a boiler replacement but was lucky to be able enough to back flush it to remove the resin. He has never had to do this and has never come across this in all his years. EWT clearly employ people who do not know what they are doing.
My parents have also had excessive water bills over the the last few years, so bad the water company had been to check for leaks but I suspect the water filter is at fault - possibly flushing more water than necessary.
The company refused to speak to me, promising to call back and not calling back then after repeated calls I eventually got a text denying any liability for the boiler problem...

"Hi,

When the resin expands, it releases small beads which clog up the pipes meaning the pipes would have resin in them and this is what's causing no water. The softener is now fixed, the engineer put in new resin and secured it. In our terms on our website the expansion of resin is due to the chorine levels in the main water supply so we do not take responsibility for the pipes being clogged. You would need to have a plumber flush the system.

Thanks,
EWT"

They say the softener is fixed but they claim it was never broken so what did they do to it? They engineer seems to have had a major issue with the resin resulting in it being all over my mum's outside pathway.
I'm leaving this review here and everywhere I can find to post it as they will not speak to me about my complaint, sending a text message instead.
Absolutely disgusting practice and service. I do not recommend this company to anyone.
I have had a water softener in my household for 16 years, it works perfectly and I have never had it serviced. I completely challenge the need for an annual service at a cost of £20+ a month. Plus the bags of salt have magically shrunk from 25kg to 15kg but they deliver the same amount of bags in the service contract and as they did when it was 25kg - this is a 40% reduction in value for money.
All in all this company appear to have preyed on my elderly parents, acted irresponsibly in terms of my mum's safety and welfare needs, leaving her with a dangerous pathway and no water supply.

Using Ewt water softener for a few years with a 10 year warrantee but a resin leak recently blocked by hotwater system and boiler for which I had to spend over £500 to repair but EWT didn't want to know and blamed chlorine in the water.

This is pretty poor behaviour by EWT and not taking accountability of their poor products.

I am a customer for many years, but recently the company had let me down twice (November 2023 & January 2024). I had my appointment booked for filter replacement and on two occasions it has been cancelled during the appointment window! Won't be using their service again. Don't waste your time and money.