Drayton by Schneider Electric Avis 

Great technical support. Purchased Wiser smart heating kit and was having issues getting hub to connect. Called Tech' line and they were brilliant. Worked with me to ensure the entire kit including thermostats were also set up and everything was connected to their online system. Would certainly recommend Wiser when purchasing a smart heating system.

Our plumber chose and installed a miGenie system for us back in 2014. Despite this system having been advertised at the time as “future proof”, in autumn 2023 Schneider told us that they would be pulling the plug on the app on 31st March 2024. We protested, reminding them of their “future proof” promise, and they reluctantly gave us a free Wiser replacement. In fact the Wiser doesn’t provide us with anything more than the old miGenie did and it wasn’t as easy to install as they make out.

The installation instructions supplied with the Wiser are appallingly bad. Instead I watched their YouTube video which shows you how to remove the old controller from the backplate and clip on the new controller, which is fine, but they then claim that the rest is simple - just follow the instructions once you’ve downloaded the app they say, without showing you anything of that part of the process. Although I managed to do it, like many people who have submitted feedback I didn’t find it easy.

Like the miGenie system the Wiser system is also advertised as “future proof” so current owners of this system could experience a similar forced obsolescence when the time comes and Schneider decide that their product needs another facelift. The precedent has already been set with miGenie so they could pull the plug again, so be warned! If they do, demand a free replacement – write to the CEO as we did when you get no response from the Sales Manager.

After our experience with miGenie we don’t feel that Schneider is a company of integrity - we will avoid buying its products in the future. In our view it is shocking that an ISO 9001 certified company, normally an indication of good customer focus, is legally allowed to discontinue a “future proof” product in this way and force thousands of their customers to buy a replacement system unnecessarily. Not exactly a green policy either with so much perfectly good hardware having to be scrapped unnecessarily - shame on them!

Went on line to try and get information on how to remove the "Service Due" notification from our Digistat, did not expect someone ( Gemma ) to phone me within half an hour. She took me quickly through the process to reset. Thankyou

The product works well but with the major proviso that a smart device is REQUIRED. This almost made me give one star. If you find yourself without a working smart device, you have no fallback method to control your system.
Support structure is superb.

The phone was answered in a couple of rings and I was immediately through to Julia ( no extra menus, no terrible music, or a voice saying look at our web site for answers).
Julia helped me with the factory reset and setup procedure with clear instructions and a very pleasant manner.

I would just like to say that the service from your Technical Department was of a very high standard. My hub stopped working for no reason an I was unable to communicate. I had long discussions with Charles, BT and Ashley before arriving at the conclusion that no matter what I tried I was not going to get communication. between my BT and Wiser Hubs. I explained to Ashley that I had tried everything but could not obtain communication and she agreed to replace the Wiser hub. when it arrived I got full communication and all worked well. Thanks to everyone for their patience and advise.

Excellent customer service that I had cause to use as I setup up my Wiser SMART thermostats to my SMART hub. The only reason I needed assistance was due to a server technical glitch that the responder solved within seconds. Brilliant, over the moon with the oversight and control I now have of my energy usage.

It has been over eighteen months since I installed my Wiser starter pack and have been adding to it ever since, I find it amazing, I am a retired engineer but getting quite long in the tooth and a bit slow nowadays.

I have had cause to contact the Wiser Help Team a couple of times now ( the second time was today ) and have found them excellent, they take the time to allow for the fact I am not exactly nimble-fingered on the phone and guide me to fix my problems, sometimes logging onto my app to watch my progress so as to make certain I am going in the right direction.
I am so pleased with the Wiser system, well done guys.

Excellent customer service from start to finish. Quick response + continuous communication throughout the process. Highly recommended

Drayton are not interested in supporting previous customers. I have a perfectly operation Wish 3 - 3 zone plus hot water. They’ve switched off the app so now only manual control ! Customer services not interested. The upgrade Wiser system cannot do 3 zones and water. Slayton should have left the app running… will need to spend many hundreds of pounds to change to Nest or Hive or Tado .. shame on Drayton

The functionality of the controller is very good but it would have been helpful if there had been instructions on how to set it up.

Always a very good experience if you speak to support,
the speed of answering the phone to dealing with any issue, maybe of course the product is so good any minor issue is attended to quickly. The phone app has improved in options functionality and reliability, this was the only drawback I have had

Like other comments I cannot praise too highly Julia at customer service. The real shame is that this level of service from other organisations is rare.
Jeremy Perkins.

Terrible to get an email advising me that they are switching off the MiGenie App and that, for remote access, I would need to update to Wiser....for several hundred pounds. When I've only had the system for a few years.

You can't trust a company that treats customers like this - there's no guarantee that they won't do the same to Wiser customers - enforcing another expensive upgrade, on a captive audience.

Stay well clear - pick simpler tech that is going to be supported indefinitely by a company that puts customers first

Very poor. Spent all day setting up system, SE sent out Thermostat controller which requires an update so could not connect to app and run the system remotely. Very poor around would not recommend this to anybody. The support was good with a work around on the phone, but updates and comms slow.

There are very few organisations or product providers who know and show what real customer service means. Drayton Wiser is one such organisation.
Easy access by email to share my problem meant prompt response and if that did not work one call phone number access to a person who stayed with me - patiently - until the problem solved. So rare an experience when access to a customer service is usually so difficult and not worthy of the name.

Having used a Drayton MiGenie thermostat and app to control my central heating for almost 8 years with no issues whatsoever I was less than impressed to receive an email informing me if I wished to continue doing so I would have to pay almost £120 and buy some new hardware. Having bitten the bullet and done so I am now even less impressed to be 2 days into constant phone calls with Schneider techncial/customer support because the replacement system they have sent out does not work. That's 2 days of being stood in my garage by the hub on the phone to the being told to press buttons and being informed they have a known issue, but there is no solution offered. So to summarise, I had a system which worked perfectly, was forced to replace it - at my expense - if I wanted to retain the functionality, only to find the new system doesn't work and the supplier can't make it work, after 2 days of trying at the time of writing. What a shambles. If you are a prospective customer reading this - RUN. Buy another system.

I put my Wiser Heat system in in 2018. The installation went smoothly, although as my previous controller wasn't a Drayton one the backplate had to be replaced. Over the years since I have had three valves fail, probably because they were the first version of the hardware, two were replaced by Drayton, I had to pay for the third one. I have the Trio In Home Display which feeds data from my smart meter to the Wiser app. The system has steadily improved over the years, there were a few quirks in the earlier years. The app now starts up quickly and works well. The room temperature is accurately controlled. Overall a good system, earlier oddities and failures mean four stars.

Phone was answered quickly by a knowledgeable person who was able to sort out my issue without any trouble. Best tech service I've received for a long time. I wish all companies were up to this standard.

Wiser Heating Control System - 2 Zones + Hot water and Smart Sockets - A Great product with great aftersales support. Had this a few years now. Replaced my old System with this and we are so pleased with it. We can control the Heating in each zone on two separate room stats or remotely via the App. The Smart Sockets provide security lighting controls. Its simple to set up and use. Had a recent minor issue and the Support was brilliant from the team through to resolution. Would highly recommend.