Heatrae Sadia Arvostelua 

I do not recommend this product or this company. My rating is zero stars.

The boiler is badly designed, shoddily manufactured and prone to constant faults and breakdowns. For me, these began to occur days after the 2 year warranty expired. They have been never ending for 2 years now, and have come one after the other. It was only installed 4 years ago.

A problem anyone with this product will encounter is that there are few engineers who work with Heat Rae Sadia boilers. This means you are forced to use Heat Rae Sadia engineers. The repair and care package I took out was overpriced, and bizarrely there is a surcharge if you pay for the whole 12 months in advance rather than by monthly installments. It's usually the opposite. Maybe if I'd wanted to pay monthly there would have been a different surcharge on that option too. It seems to be all about money for them.

The sales team guarantee all their engineers carry all necessary parts at all times, and all repairs will be carried out in one visit. This has not been my experience. With the current set of faults - central heating breakdown, leak, and partial hot water breakdown - I am now waiting for my 5th appointment.

1st Appointment, 6 December
The first engineer said he didn't have the necessary parts and the job would take too long. He wasn't worried about the leak because the flat is on the ground floor. His words "I'd be worried if there was somebody beneath you but you're on the ground floor". In other words, he had no care for any water damage I was experiencing.

2nd Appointment,12 December
The second appointment was with the same engineer. Nobody showed up, and nobody from the company called to cancel the appointment. As you are not given a set time slot and the engineer only calls you half an hour before arriving I booked an entire second day off work and waited from 8am - 5pm for nothing.

3rd Appointment, 19 December
The next engineer was new, and seemed to be new to the job. He spent an hour on the phone to his "mentor" going through what might be wrong and finally said he had the parts but not the tools for the job. He/his mentor identified a further fault on the thermostat

4th Apppintment, 22 December
An engineer replaced a part but the boiler is still not working. The sales person who sold me the repair and care package informed me that aswell as the boiler the controls (controls, timer, thermostat etc) were included. The engineer said there is a further fault on the hot water controls and although the central heating controls are included the hot water controls are not. This company seems to make things up as it goes along.

5th Appointment, 10 January
An engineer is now booked for another visit

Customer services are hopeless. I can be on hold for over an hour waiting to get through, and several times I've been "accidentally disconnected" once I start speaking to someone. No one calls back when this happens. The engineers blame office staff for not giving them the correct information for the job, and customer service blame the engineers for not including things in their reports. There is no accountability or responsibility. People at higher levels are inaccessible.

There's not much choice with electric boilers but avoid Heat Rae Sadia if you can. Mine is unlikely to last more than another year or two - a 6 year life span seems very short for such a big ticket item, but it is not a well built product - and I would never consider another Heat Rae Sadia boiler.

The engineers also tell me now Heat Rae Sadia boilers are not suitable for hard water areas! Half of England is a hard water area!

Products last less than the warranty period and when they come out they are proper jobs worth. avoid the products and service team they look for the smallest detail to avoid repair.

I worked for Heatrae for 18 years and was very proud of the company and its high quality products.
Sadly 4 years ago Heatrae sadia joined the Baxi group,one of the worst companies in heating products. For example, they lost a 35000 unit contract with British gas, because their equipment was so badly made. The units regularly fail inside their warranty period, driving customers berserk. Baxi now run the company like a "sweat shop",with no interest whatsoever in a skilled workforce.
The new Baxi management is aggressive and uncaring,they now look for unquestioning, unskilled zombies to work there, focusing only on quantity not quality.Sadly they are trying to cut their overheads by cutting their full time skilled workforce in favour of zero hours contract staff and consequently I fear on quality and reliability
There are many installer forums( eg trustpilot) on the internet that will back my accusations of Baxi

Their customer support seems to be terrible. Perhaps I should have done more research before I ordered the Sink Water Heater from them recently.
I'm simply trying to register the product, for the warranty. I've tried hard on two separate days to get through on their standard contact number to somebody who can help, but nobody can. Most of the options take you to nobody. At last someone answered but all he could do was to send an email to their Customer Support, to try to find out. I'm not hopeful of hearing back from them, or getting any sensible answer. Apparently the warranty for the particular product that I have is handled by another company, called WCD ? The product itself sounded good, and I think has been around for a long time. I hope it lasts. I also have a separate issue in that a separate part, a telescopic spout, is available for the product, but the one delivered to my installer was faulty, and he is STILL trying to get a replacement.
A dreadful experience so far, with Heatrae Sadia. Perhaps it's because they were (it would seem) taken over by Baxi.

Trying to get an engineer to visit to fix a Heatrae water heater is next to impossible.
It took 4 weeks of phone calls, emails and waiting on hold.
In the end a strong worded email was sent to the MD of Heatrea who to be fair acted very quickly and got the engineer and replacement sorted within 24hrs.!!!

However the Managing Director was unaware of the issues customers were having and the failed processes currently in place.

So.....Things may improve for future customers, which I really hope they do as Heatrae's current performance is poor at best.
Based on the 4 weeks of aggravation, I am giving Heatrae 1 Star.
There is a massive room for improvement, let's hope staff take note.

On the first day five calls, length: 9 minutes, 25 minutes, 10 minutes, 14 minutes, 8 minutes. On the second day three calls: 22minutes, 8 minutes, 11 minutes. Today as of 8:48am one call 11 minutes, only the first call was answered. What is the point in having a warranty if you cannot get through to the company when you have a problem. Oh! And they charge for your hold time??! Nice little earner.

Terrible product quality, short warranty.

Have thousands in heatrae sadia products (not my choice), electric boiler and two over sink hot water heaters. One hot water heater element failed within a year, the other has just had the valve fail and they won't replace it (£50 for a small plastic valve), and the heating thermostat they use died within two years, I was told because I didn't change the batteries quick enough..

Terrible company!!! They don't answer the phone 0344 8711535 and charge you for waiting. Cost me £30.31!

I wanted technical information about timer installed for an unvented boiler bought about 11 years ago.
After reading other reviews, dreaded the possible eternal wait:) . To my surprise, I was through after 10 minutes; the technical expert John was splendid , took time to explain the boiler, suggested a replacement timer often having to repeat himself a couple of times .
On the whole, a pleasant and helpful chat.

Terrible service.. they wriggle out of warranty even when it was an obvious manufacturing fault .. even the man on the phone agreed but hid behind a technicality.. take my advice avoid baxi/heatrae sadia .. 30 years as a gas engineer I've only ever come across problems with thi company.

Made a call to advise the tank which was purchased in dec 2021, was not heating and was told to email. I emailed no response and still waiting. Then have to wait for 30 minutes to speak to an advise that tells you, sorry we can't help just wait for the email response! Poor service and have no running water in cold weather is just not advisable or fair on any persons.

Don’t bother ringing
Kept waiting for over 30 minutes and then cut off