Surya Heating Arvostelua 716

Had my outdoor heater for 4 months and all the front cage has rusted. I was told by the company it’s because I live in Cornwall with sea air. My friend has 2 of the same units purchased a few months before me, he lives closer to the sea and his units are fine. Surya have not attempted to resolve this in any way other than telling me to clean it. So in 12 months my unit will be looking even worse. The heater itself is great but cosmetically will be looking very tired in a short space of time. Poor customer service. So if your thinking of buying one take into account you can’t live in Cornwall, unless your my friend and had 2 lucky units which don’t rust.

Surya advertise items for sale that are out of stock, and have a long refund process. If an item is out of stock refund should be processed as immediate a payment for the purchase of the item.

Bought the personalised image heater back in 2019. Couldn't be more pleased with the heater. It has been brilliant and is comes into its own when the weather is turns colder. It's a real talking piece when people come see it for the first time as it looks great as a picture - but also warms the room up really quickly and effectively. Remote is really easy to use and easily programmable. I am still trying to get my wife to stand away from it as she insists of standing in front of it as if it was a log fire!

The customer service was exceptional. When we had a problem due mainly to my lack of understanding they took it into account and went over and beyond to sort it. In particular I would like to thank both David and Simon; a lot of other businesses could take a lesson in customer relations and care from this company.

Had a small issue with the wrong colour heater being delivered. However Georgia had everything sorted within a day at no inconvenience to myself. Great customer service.

Having purchased a picture heating panel for my father in law to help top up the heating in his room, I contacted them again by phone to ask how to get an image checked for another heater. I was asked to email the images team and Bijal was very helpful reviewing and cropping my photo and informing me regarding areas that may be a little pixelated, with close up shots. This was all before I had committed to purchasing the heater. Once purchased I forwarded Bijal my reference code and he did the final touches for sign off. I am very happy with service so far and they have more than managed my expectations regarding the timing of production and delivery as I had missed the Xmas cut off (which was just bad timing on my part). Very much looking forward to the new year when I will receive the final product. Thank you

Arrived promptly. A good product. Reasonable returns policy - but not wonderful.

Haven’t installed it yet

They proactively sorted out my order mistake & the IR panel arrived very punctually

Purchased the 60x60cm 350w infra red wall panel on the back of a YouTube review where the guy got sent the same one to review. His came with feet and a remote...mine didn't! The panel plugs into the mains there is no On/Off switch, you either have it plugged in and ON or not plugged in. I'm using it in an 11meter cubed room (1.8m wide x 2.5m long x 2.4m high). It doesn't warm the objects in the room as advertised. The heat is practically the same as an oil heater. It's been on for 6 hrs and has cost me 46p or about 2kwh. I'm not impressed with the heat, unfortunately.

Super fast delivery and I love the infrared heaters. Not my 1st purchase and won't be my last.

I have bought for next day delivery still didn’t get it

This review is for Georgia and her excellent customer support that I’ve received for several years now. She knows her heaters and her customers. Thank you Georgia!

I bought a property that has a IR white panel fitted in one of the rooms but the remote was not working, I contacted customer service and they were super friendly! Dan was able to check the account and the product was still under warranty so they have sent me a replacement remote for free despite the product being here already! I am over the moon with this customer service from Dan! Excellent outcome for us. Thanks so much to Dan!

Very, very disappointing/bordering on appalling "customer service". I have bought numerous units from them at my current and previous (Salford) address and the nature of the 'service' has got worse in recent times. A few months back we had a battle to get a faulty unit replaced - eventually had to pay extra to get a new unit instead of the dead, refurbished unit sent out originally. So, moving on, we needed to buy another unit for another room and bought a very substantial panel (cost over £450). This arrived in late October just prior to us going away so unfortunately we didn't have time to open it. When we returned and opened it, it became apparent that the unit was just too big for the space, and we would need to return it. I wrote to them with that request - to be brusquely told that as it was "beyond 14 days" they would not assist. It had taken 22 days for me to respond having been away - some flexibility would be reasonable; the approach was inflexible and unreasonable. I sent a follow up email several days ago which has not been acknowledged or replied to....

Frankly, given the history we have with them as long standing customers, the approach stinks. I am exploring avenues to pursue the matter - but quite honestly I shouldn't have to.

At the very least, you'd expect Surya to engage about an exchange for a smaller replacement unit; alas, no - just a blunt 'no'. It's appalling.

So, my advice to people is - look at alternative retailers; I know that we will

UPDATE - FOLLOWING SURYA REPLY: Really, I think this stinks - I outlined the situation here - box not opened (due to us being away) until 22 days after receipt, and unexpected issue with sizing. No flexibility whatsoever. No attempt to do anything for us even though we've bought units for this and previous addresses for over 10 years. Now we're left with a significant problem. It's of a piece with the very poor experience last time out (a dead unit supplied, no apology, .....and charged £20 to "upgrade" so we could be confident we wouldn't be supplied with another dud unit...).
The reply starts with an "apology" - not sure exactly what they are sorry for. It seems they aren't sorry at all....

In future we'll be buying elsewhere - there are always alternatives. As a long standing customer, I recommend you steer well clear.

Terrible product. Expensive for what it is. Doesn't heat up to any level worth having unless I stick my face within 6 inches of the panel. Would warm quicker sitting next to a lukewarm cup of tea sat 100 meters away, Effectively useless.

Yes it dose what it says it dose but now awaiting utility bill to check savings

Has been deliverd fast, and did what it promised

Delivered next day to Scotland great service