Review Time
I ordered a Nuaire Dri-Eco-Heat PIV unit from a company called Platinum Chemicals in Glasgow earlier this year. just after the Pandemic started.The first unit I bought had a clip broken and I contacted the seller and they in turn contacted Nuaire to ask for a replacement. Nuaire agreed to replace the unit and I received the unit the next day and they also arranged collection of the faulty unit. Unfortunately the replacement unit I got developed a fault and I again contacted my seller and spoke to Robert at platinum Chemicals and he again contacted Nuaire. Once again Nuaire sent me a new unit the next day without any quibble. This review is for Platinum Chemicals and Nuaire who together were excellent with the after care service they both provided. In the world we live in now it is rare to find not only one company but two who's customer service is great. I cannot recommend both these companies highly enough. I have had really poor service from various companies I have ordered goods from this year and the biggest excuse was Covid-19 IE "we don't have enough staff to man our phones"or non existent delivery times ETC. (however they were quick to take my order and my money).Platinum Chemicals and Nuaire accepted my problems without making me feel like I was a nuisance.
I have had the Drimaster 2000 for many years, great product which failed lately. After talking to After Sales Service. Nuaire replaced it with a DRI-ECO-HEAT. Excellent updated product, simple installation. Nuaire are a straightforward honest company to deal with, very helpful staff.
I had a problem with one of their units which was three years old,James at aftersales was most helpfull, they sent a new unit to replace the old, this is now up and running. They sent a collection note for the old one which had to be returned for inspection.Most impressed by this companies policy.
Our Nuaire Drimaster Heat was installed just under a week ago.Turns out we paid a small fortune to cut a hole in our landing ceiling and install a draft. It's been blowing frigid air into our house ever since and our central heating just cannot keep up.I contacted Nuaire and literally begged for help (we have very young children including a newborn).Their only concern was that the unit was working as designed.It is. It's forcing the temperature of our house down to 10-15°C.I suggested that this was a problem, since we could have achieved the same solution to condensation just by leaving windows open, and I asked whether they were working on a solution. Their response:"There is no problem to correct, The heater is a 400 watt heater and at 15 degrees with moving air it is going to feel cold.""the heater just to take the bite off the cold""These units are marvellous for curing condensation but are known to be cold" (we had no idea what the heated version was known to be cold).Our happy home is now a disaster. Our daughter, who insists on sleeping with her door open, is now sleeping in with us and the baby.We have no idea what to do, if we're just waiting for warmer weather then why did we pay so much more for a heated version? It looks like we will probably have to remove the unit and get the ceiling replastered when we can afford to.
The ECO HC PIV is a great product that will solve many problems related to condensation and I'm very pleased with it. But the whole experience is let down massively by their installation instructions. The instructions refer the installer to a template on the box lid which is to be used to cut a hole in the ceiling where the diffuser will be installed. Be careful NOT to use that because lurking elsewhere in the box is a single folded sheet of paper (which is located in the middle of other marketing material) telling you that the instructions are wrong and to use the template on the sheet instead - if you use the original template the hole in your ceiling will be too big. Perhaps if Nuaire were to print the correction on colored paper or write the words, IMPORTANT on it in big letters, or somehow point the installer to that piece of significant information it might help. As things stand the revised instructions sheet have just been tossed into the box and almost hidden from view. Very disappointing.
5 Star company,fantastic technical help choosing which product will best suit your house and very helpful with information in general, i went for the flatmaster years ago and its been amazing for my house, I've recommended them to neighbours who have also bought their products and mentioned how good their customer service is.i've also just contacted them regarding service parts and again they are very helpful, its not like dealing with a company who have products for sale, its more like checking into a hotel and seeing how they can best look after your needs, which has prompted me to leave a review this time.
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