15:54 28 Oct 21
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This is a comment about Kensa support.My 12-year-old heat pump developed an intermittent fault by
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which the pump failed to start. It got worse over a few days until it no longer worked at all. (Not surprising in such an old machine).I phoned Kensa support and in seconds I had a diagnosis, and a new part was on it's way to me. As I didn't want to fit the part myself, the support people put me in touch with a local plumbing and heating expert. Unfortunately, he fell ill and took time off work, so my wife and I took on the task ourselves, following guidance from Kensa support.Incidentally, when we first had the heat pump, we were confused about how to get the best from it, but we found out then that we could rely on them for help.Anyway, to fit the part we removed the front panel, then the top panel, but still we couldn't reach the failing part. We had to remove the back and side panels too - all the time following Kensa advice. Even then there were more problems. (I understand that newer machines are much easier to maintain.)We had been without heating for two weeks and frequently felt like giving up, but we sent photos by to Kensa to illustrate difficulties as they arose and received solutions in return. Eventually we got the new part in place, switched on and felt the most profound sense of relief and satisfaction when the pump sprang to life.It should be emphasised that the support team are not necessarily familiar with such old models, but whenever we made contact all the support staff present knew about the problem. This gave a very reassuring feeling that we were getting an individual, personal service for which we are most grateful.In short, we received the most excellent and support for getting this very old heat pump working again.
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