EAST MIDLANDS WATER COMPANY LIMITED Arvostelua 

As with so many others on here, I experienced an incredibly poor after sales service. Too many issues to list but, essentially, they are very good up to the point of purchase, but post purchase (i.e. once they have your money), they're simply not interested.

It took me over two months, about five emails, and ten phone calls to get a refund. And all for a product they hadn't even delivered so there was nothing to check. Each time I called I was told it would be done "soon" but I was only refunded after relentless chasing.

Cannot be a coincidence that so many customers on Trust Pilot are highlighting the terrible aftersales service.

I was even told by one member of staff that for "health and safety reasons" they do not disclose names of staff, yet on several calls that I made I was provided a name. Make of it what you will.

Personally I would recommend the Halcyon Water Conditioner (not softener)- considerably cheaper, 30 year guarantee and requires literally no maintenance/ salt and just requires a simple wipe away of residue.

Exceptionally fast delivery and an unbeatable price.

However these RO's in my experience will eventually leak. And the manifolds are prohibitively expensive and hard to get.

Time it right so that you need new membranes and filter and manage the leak with a bit of ingenuity and the RO is a good'un.

And shop around for replacement filter and membranes. There are high capacity Spectrum/Prism versions of the membranes which provide lower TDS and longer life.

Edit after reply EMWC: I have found from experience that the original membranes while typically giving an output within parameters - After a few hours running I am getting TDS out of 012 from an input of 210 with the new originals supplied - I have been able to get sub 010 from Prism and Spectrum membranes.

Obviously they all creep up over time.

Still waiting for my money to be returned 2.5 months after this company promised it would happen within 15 days. Have chased/emailed a number of times

The water softener you supplied is not working, The salt in the brine tank is rock solid. I do not know what to do. Your support email address does not work and no one answers a phone call or email. Truly appalling service.

Manu Duggal JP
07973 179635

My order arrived earlier than expected, enabling me to get on with the installation.

I have been with you since the 90's and your people and products are top notch, rather says it all don't you think!

My water softener stopped after many years and two services during which it went back to EMWC. Hence, I called the company to ask if it was still under warranty. The sales team said it wasn't and tried to sell me a new softener at a discounted price.
After digging in my files and finding the purchase documents it turned out that my softener was still under warranty so I called back to organise a warranty return.
The company T&C require you to pay for a return and recommend you pay for insurance (25kg device as it contains water and insurance cover for £1300 cost me £75).
After receiving the device I didn't hear from them until two days later when they contacted me to tell me that my softener had been damaged by debris in the water supplied by Thames Water and that I could get my water softener back if I paid £156. I was not given any evidence that it was the case, I was also never asked if I agreed to have the water softener fixed or if I was happy to pay for its' repair.
Becky from customer service, kept repeating that I had to pay because the damage was caused by Thames Water and finally told me that the softener wouldn't be returned to me and that it would be disposed of if I refused to pay.
Needless to say that I have opened a case with Trading Standards as I have lost all confidence in the company and feel that I am the victim of unethical behaviour at best and possibly worse.
Therefore I cannot recommend the company to any potential buyer.

Addendum replying to the reply: there isn't a second side of the story as you haven't denied that my side of the story is truthful (and my reviews are all fair, some are good, some are bad, all are well deserved). Hence, everything that I wrote stands, I sent my appliance for a warranty repair, I was not told that a paying repair was needed, never got a quote before you started the repair, I just got an invoice and was told that if I don't pay you were going to throw the softener away. And the fact that you offered me goodies to make me swallow the tough pill doesn't change a thing. You still never proved what caused the issue and you are now blackmailing me and threatening to bin the softener. And yes, I asked to get my repaired softener back at no cost as it is under warranty and was never asked me for my consent.
Regarding your sales, whether not trained enough or aggressively pushing for new sales to the point of lying about an existing warranty is illegal as the law doesn't care about whether the sales are trained or not.
Your behaviour has been dodgy as best, appalling at worse and I reiterate my advice to all wannabe customer to go get their softener elsewhere. Obviously I won't be closing my case at Trading Standards with the answer below likely written by Becky herself whom, as usual, doesn't reply to the facts and tries to change subject and talk about how great the company is and the resin conditioner. That is irrelevant.

Our water softener, purchased in 2020, which had been working flawlessly since its installation, suddenly developed what turned out to be a tiny, but significant fault. After discussion, the unit was returned to EMWC, whose engineer, Andrew, quickly diagnosed the tiny, extremely hard to spot defect, repaired the unit and checked it for perfect function in all respects, before returning it promptly, all without charge. This amazing level of customer service speaks volumes in regard to the company's ethos, and I cannot recommend them highly enough.

Don’t go near them. Really great at selling you material put together and cast it off as a water solution, I have pictures. Product wouldn’t work I had two plumbers come out to put it together. They wouldn’t take it back and said if I did and they found nothing wrong with it I would be charged. The sales man was no where to be found. Stay away. My plumber did speak to you several times, you must have many of these then if you don’t know who I am. We did contact you many times so you want me to put your pathetic responses on here too? I’m not going to put my name all over this. Im the cancer patient that needed pure water whilst she was recovering from surgery and you guys sold me rubbish

very efficient service.

My initial call was answered promptly by a human! Hoorah, good start! After a few polite and pertinent questions I was passed on to a very nice young Lady called Emma. Emma was very helpful and actually listened to what I had to say by way of explaining what I thought I needed. Emma then proved she had actually been listening (and not doing her nails and checking her social media) by guiding me to the correct product. Fitting options, prices and delivery discussed, an order was placed! Confirmation emails and communication via the couriers, very prompt delivery of a well packed parcel all happened exactly as Emma described. Well done East Midlands Water Company! Great service and pleasant polite staff. Especially Emma 😊

Great service, quick delivery

Quick and easy service
Originally had the wrong product delivered but a new correct replacement was delivered the next day, so great after purchase service. Products good quality and easy to install.

The company representative, James was polite and courteous. He called us back when the phone signal dropped out. He was able to find records of a previous purchase I had made in 2003 ( I think). I long time ago anyway. James provided us with helpful information and guided us to the product we needed. Efficient and impressive.

Good and prompt delivery BUT TOO MANY HEAVY BAGS. I live in a retirement flat. I prefered it when you were able to deliver fewer bags.

Over the past six months, I've had nothing but trouble with the water softener that I purchased for £468.92 on 5th March 2024. Dozens of phone calls and emails failed to address the problem. The company agreed to a refund of £459.96 on 18th June 2024 however the actual amount refunded was only £413.97 claiming that this was in their T&C, this was contrary to the Consumer Rights Act 2015 for the return of faulty
goods.
No changes or adjustment were undertaken without instructions from "Andrew"EMWC technical department

I would not recommend this company.

Water Softener supplied by next day delivery and arrived well packed, including new hoses etc. After fitting everything seems to be working well.

Needed an replacement RO quickly to keep me working.
Much cheaper than the competition, quick delivery and helpful staff.
Will definitely use again.