Electric Combi Boilers Company Avis 

Réponse de Electric Combi Boilers Company

Actualisé il y a 7 jours

EDITED REPLY ADDRESSING THE CUSTOMER'S EDITED REVIEW:

Dear Sonia,

Given the fact that you have purchased three boilers from us, we are disappointed that your recent experience has left you feeling this way.

We have already acknowledged that, although you received a telephone call from our team, the further technical call you were expecting did not take place as promised. We should have managed that better.

However, we must correct the statement that ECBC does not honour its warranties.

The Elektra boiler carries a warranty of up to 10 years. The heating-system filter is a separate consumable component with its own 12-month warranty.

You were not asked by ECBC to pay £50 to obtain a warranty replacement. You asked us for the price of a replacement filter and subsequently chose to purchase one yourself while we were still discussing the reported issue.

For a filter to be replaced under warranty, the reported fault first needs to be inspected and confirmed by one of our engineers. This can be done either at the property or by returning the filter to us for inspection. We cannot issue a warranty replacement based solely on a reported fault without first establishing that the component has failed and that the failure is covered by its warranty.

We also provided a detailed written technical response regarding the filter because, where warranty matters are concerned, we prefer important technical advice and decisions to be documented. This protects both parties and provides a clear record of what has been reported and advised. Written communication should not be interpreted as a refusal to provide after-sales support.

We would also like to clarify why we responded to your public review in writing rather than calling you about the review itself. As the review raised specific allegations regarding our warranty and after-sales service, we considered it appropriate to respond to those allegations in the same public forum in which they were made, so that our position and the relevant facts were also available to readers. This does not replace the separate communication with you regarding the underlying service matter.

As you have now purchased the replacement filter yourself, the matter can still be resolved through the same warranty process. Please return the original filter to us for inspection. If our engineer confirms that it is faulty and covered by its warranty, we will reimburse the price you paid for the replacement filter.

We accept that our communication regarding the promised technical call could have been better. We do not, however, accept that ECBC has refused to honour your warranty. The warranty process and the resolution above remain available to you.

I will also arrange for a member of our team to call you to discuss the outstanding matter directly.

Please let us know when you send the original filter to us so I can arrange the inspection accordingly.

Best regards,

Letizia F.
ECBC Admin Team

Réponse de Electric Combi Boilers Company

14 avr. 2026

Thank you for taking the time to share this review, it’s great to hear everything went smoothly from start to finish.

We’re glad the team was able to respond quickly, keep everything clear on costs, and get the issue sorted on the day. I’ll pass your comments on to the engineer as well, they’ll appreciate it.

If you ever need us again, we’re here.

Letizia
ECBC Team

Réponse de Electric Combi Boilers Company

25 févr. 2026

Thank you for your feedback. We take all feedbacks seriously.

To clarify for readers, the original booking was for a scheduled Boiler Service. During the visit, a fault was identified and repaired. As outlined in our booking terms (send before the booking, after the booking confirmation and on the calendar event confirmation as well as on our website), repairs during a service visit carry a £50 + VAT repair add-on, plus the cost of any parts used. In this case:

• Repair add-on: £50 + VAT
• Automatic Air Vent: £20 + VAT
Total: £84 inc VAT

No additional callout was charged.

There was a temporary issue with the online payment link display which caused confusion, and this has since been reviewed.

Service reports are issued once engineer documentation has been processed and verified. All charges are detailed in the booking confirmation and published in our Terms & Conditions.

We wish you all the best.

ECBC Support Team (LF)

Réponse de Electric Combi Boilers Company

23 févr. 2026

Thank you for taking the time to share this.

Moving to a fully electric home is a big decision, so we’re pleased to hear your boiler has been performing well over the past five years. It’s also great to know our online support team could resolve your query quickly and that your parts arrived promptly.

We design, specify, install and support our electric boiler range in-house, so responsive after-sales service is something we take seriously.

We appreciate your trust in us.

Letizia
ECBC Team

Réponse de Electric Combi Boilers Company

23 févr. 2026

We’re sorry to read this and would like to clarify a few important points for accuracy.

Electric combi boilers do not operate in the same way as gas combi boilers. Hot water performance is dependent on stored hot water capacity and electrical supply limits, not just boiler size. A 50m² flat typically does not require the “largest” boiler for heating demand, but bath performance depends on cylinder volume and incoming water pressure/flow rate.

Running two baths and a kitchen simultaneously would require significant stored capacity and suitable electrical infrastructure. If additional storage was recommended, this would have been to increase available hot water volume, not to correct a fault.

Regarding pressure loss: system pressure dropping could be caused by issues in the boiler itself or by the wider heating system (e.g. radiators, pipework, expansion vessel, safety valve discharge, or hidden leaks). This requires system diagnosis rather than boiler replacement.

Parts are only removed where they are not required or where alternative configuration is implemented. No components are removed without technical reasoning.

We take escalation requests seriously. If you provide your job reference, we will have senior technical review the full installation specification, service history and hydraulic layout to determine whether this is a configuration issue, a system issue, or a usage expectation mismatch.

Electric systems must be correctly sized and configured based on electrical capacity, hot water demand and property layout. When designed appropriately, they operate reliably, and we are fully prepared to review this case properly and transparently.

Letizia
ECBC Team

Réponse de Electric Combi Boilers Company

23 févr. 2026

Thank you so much for your kind words.

We’re delighted to hear Jaz was able to help and that you had such a positive experience. He takes great pride in making sure every customer feels supported and confident in their system.

We truly appreciate the recommendation.

Letizia
ECBC Team

Réponse de Electric Combi Boilers Company

23 févr. 2026

Thank you for taking the time to share this.

We’re really pleased to hear Jaz provided such a thorough service and that he checked you were comfortable with the trainees attending. Supporting the next generation of engineers is important to us, and it’s great to know he represented the company so well while doing so.

We’ll make sure your feedback is passed on to him and the team.

Letizia
ECBC Team

Réponse de Electric Combi Boilers Company

21 janv. 2026

What a review — thank you!
We’re so glad you had a great experience with our team. Fast answers, product know-how, and a smooth order process is exactly what we aim for. 😊

Réponse de Electric Combi Boilers Company

15 janv. 2026

Thank you for tyour kind words, Domenico!

Réponse de Electric Combi Boilers Company

15 janv. 2026

Thank you for the feedback, Deividas, glad to hear our technical team was able to provide clear guidance and that you were happy with the service and professionalism. We appreciate you taking the time to share your experience.

Letizia
ECBC Team