REI Mar-Apr 2012 - Renewable Energy Installer

to our AEIs, including our deal
through NAPIT so that they can
become MCS accredited. Being
an AEI has many advantages, one
of which is the telephone support
and the relationship development
program we offer.”
He added that Mitsubishi
Electric has only received three
complaints about the letter. “I
would like to extend an invitation
to the installer that contacted you
to get in touch with me and we
can discuss his complaint.”
Tyas said he would get in
touch but wonders would he be
classed as “using the contact line
excessively and therefore on the
road to his first strike? And, he
adds, how can you become an
AEI if you’re “resistant to product
training?” Manufacturers, he said,
should never seek to alienate
installers large, small, good or bad
for any reason - but should seek to
educate them warts and all.
What do the other heat pump
manufacturers think?
Mark McManus, managing director of heat pump manufacturer
Stiebel Eltron, commented: “Stiebel Eltron UK’s helpline is
available both to installers and end users at all times – the aim
is to ensure that the customer has as much help as they need to
maximise the efficiency of their product and we have no problem
with repeat calls.
“It is quite the opposite of curbing ‘excessive use’ and we
certainly would never entertain the idea of telling a customer how
many times they may or may not use our helpline services.”
Andrew Grimsley, technical director of Nu-Heat Underfloor
& Renewables said: “Nu-Heat takes technical support seriously.
This is a fledgling industry and if it is to reach its full potential
suppliers need to protect their reputation, with both installers
and end users, by making sure products live up to expectations,
which can only happen if they are installed correctly. Currently, a
Nu-Heat engineer visits every heat pump installation to help with
commissioning if needed and/or support the installer with some
on-site training. Telephone support is free and on-going for all Nu-
Heat products, regardless of how many calls are made.”
Garry Broadbent, ICS Heat Pump Technology, said: “The
heat pump is a relatively new product to the UK heating sector and
as such there will be teething problems with regard to installer
knowledge and experience and to the way that the units are
specified and installed.
“This means that the demands of the industry will be higher
than with conventional heating equipment in terms of the required
support from heat pump manufacturers and suppliers. But as long
as the basics are dealt with at the first stage an installer enters
the heat pump market the amount of on-going support should be
minimised as the installer/specifier becomes more experienced.
“The future support required from the heat pump
manufacturer should then be maintained at an acceptable level,
however it must be noted that each manufacturer/provider
should understand the important part that they have to play
when supplying heat pumps into the UK market as all companies
must have the common objective of increasing specification and
installation standards by increasing installer knowledge.”
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