SALUS Controls レビュー 

Customer service is 100 out of 10 , Salus has the best employees and mos most definitely deserves a shoutout Joseph definitely going to do more business with Salus

Salus replied to my previous rating:
"Hi Michael, sorry this has been your experience with our Customer Support, but I can assure you we absolutely do speak to all customers with any questions or queries they may have. As you can see by our Trustpilot score, we pride ourselves on our customer support and the reviews we get clearly reflect that.

It's true we don't have engineers but that is because we are a product manufacturer, our devices are used by plumbers and heating engineers etc.

We speak to home owners via our online ticketing service, we use this as it allows to answer more queries and to easily send instructions and videos etc. If you'd like to experience Salus' customer service, then please feel free to create a ticket here and we will reply promptly.

Hope to hear from you shortly and you can actually experience our customer service. :)"

I raised several tickets, after many days waiting I finally received a reply from James McHale who promised to call me the next day, but never did.

Terrible customer service - do not trust company replies on Trustpilot.

Prompt, Efficient, Detailed and Illustrated solution to rectify a problem. Thank You.

Heating engineer of 10 years here. I’ve been fitting Salus from the start and although the older stuff did have its little niggles, the newer versions are absolutely fantastic. Add to this top notch customer service and you have an excellent choice for heating controls.

I fitted a Salus quantum for a customer 11 months ago and recently was informed that the screen had developed a fault. After a quick message and chat to my local rep Gav, he had a new one sent to me that arrived within two days.

You can’t hope for more when things go wrong than this. A pleasure to deal with and I will continue to offer Salus to all of my customers going forward.

Cheers Gav and the team.

Chris

Owning a Salus controller is like owning a vintage car but without any of the enjoyment.
1: Starting the app. This is a dark art. First open the app and click on Manual. A virtual flame will appear to indicate that the heating is on but the probability is that it won't be. Be patient and wait a few moments and the virtual flame will go out. Press Manual again. Be prepared to repeat this process a number of times over tje next 5 minutes. During that time it will go offline, the temperature will turn itself down and it will show that it's on but it won't be.
Eventually your heating will be on.
2: Turning the heating off.
This is very similar to turning it on. Again it will indicate that it's turned off but it won't be. Then it will come on again without notice. Expect to repeat this process for 5 to 10 minutes.
You will of course need to check the controller to verify it really is off which is okay as long as you are at home.
Be prepared to having your heating blazing away while you're out, blissfully ignorant to the fact that your app is indicating that it's off.
As I say. Like a vintage car. Difficult to start, Difficult to stop, unreliable, wasteful on fuel and a waste if space.
Buy one at your peril.

Excellent service , walked me through all the steps and followed up with emails . Really happy with service.

I've had 2 issues with the Salus Central Heating controller over the last 3 years. Both have been pairing / comms issues that have occurred during the summer months. Both have been resolved on the next working day.
Many thanks to Joseph C and Adam for their help. I couldn't recommend Slus enough, excellent product, excellent service.

I had an issue with pairing a Thermostat with a receiver.
Salus were most helpful and very prompt with advice.
Well done Joseph C and colleagues!

UPDATE:
The team at Salus have been very proactive and helped solve the issue.
It was a setting issue that the installer didn't know about.
It's since been resolved and is working exactly as it should.
Kudos to the team at Salus for making things right and a shout out to Joe for his proactive follow up with me.

I couldn’t connect to the Salus App to control my heating. I reached out to Salus customer support and were given some easy to follow steps. It was determined that the gateway or power supply needed replacing. Joseph C sent out these items £FOC and the issue was resolved. Thank you for your prompt and professional attention.

My thermostat control was not working and I contacted Salus Controls and a lovely gentleman Joseph C helped me with very easy step by step instructions!! Thank you so much for your help when I confirmed about having a 6 month old baby and you gave me simple instructions!

Salus thermostat east to use. When I had trouble with battery , it was easy to approach customer agent . Joseph sorted this quickly and send replacement . Very happy with the service . Dealt whole easy quickly in professional manner .

My app would not work and I had to change it to Premium Lite.
I did this, and then it would not accept my password so I could not get in. I tried phoning Salus and was put through to support. After 20 mins of being told I was 1st in the queue, it cut out. I tried again and was on hold for over 2 hours, all the time being told I was first.

Yesterday my review would have been very poor. Dealing with “Sally” for 45mins was a bad experience. Today however, I phoned and Rob answered within 3 minutes my problem was solved. Well done Rob, an excellent service from Salus using a human.
Personally I don’t find AI a particularly customer friendly method. More people like Rob is what you need to have available.

I lost a key component of one of their pumps. Joseph from technical sent out a replacement immediately. Thanks so much for your help 👍

It's a cold Sunday morning and the 520 has stopped working AGAIN. If my plumber brings another, that will be the third.
It also eats up AA batteries. Whether Duracell or Aldi, they last about a month.
Whenever the batteries fail, the whole thing needs programming.
This is the first time I've heard of a 5 year guarantee. All my plumber left were the operating instructions.

The Display on our Salus RT510TX controller had gone blank.
I changed the batteries but it still did not work. I contacted Salus Tech Support and explained the issue to them. I was dealt with by Joseph C who explained that the batteries needed to be Alkaline and not Zinc. Once I had changed the batteries over to Alkaline the controller's display came back on again.
A massive thank you to Joseph C for his patience and direction with this matter

Never availed this fantastic service from any business. My thermostat was not pairing and Salus provided me clear instructions which worked very well. Initially I tried all process from internet but no luck. Thank you Salus for providing such a quick and best support. Just to let, I have no maintenance contract with Salus or I haven't paid a penny for this support.

My wireless thermostat failed after 5 years. After a quick exchange of emails Salus sent me a replacement free of charge by express delivery. Joseph C was very helpful and sorted it quickly. A refreshing change to get such exemplary customer support!

I am having serious issues with the new salus premium lite app - it isn’t updating temperatures so I can’t control the heating on my holiday let and get it ready for guests. This is despite me updating to the latest version that said it had fixed the issue - I can tell you it hasn’t fixed it.

This is really frustrating. Salus are being so slow at responding to my support enquiries. Please can you contact me - ticket 45258 and a few more.
If you are going to release a new app make sure it works!

James Cannon

26/03 - uodate - thanks for getting back to me. You have also reached out by email. I have deleted the app and reinstalled and after a while it started updating temperatures - i have asked you to check back tomorrow so I can let you know how it goes as the app is temperamental .