JG John Guest Reviews 14

The customer support experience was less than ideal. I had to call three times, and during the final call, I was assured a callback that never came. When purchasing underfloor heating, I anticipate having access to a reliable technical support line. This fell short of my expectations.

The app and statistics leave much to be desired. They seem to operate autonomously, ignoring the programmed settings for the underfloor system. Attempts to contact support go unanswered, leaving me puzzled. It's affordable but lacks quality.

Very, very, very, very shitty user interface. This company should be banned.

App stops working every few months as servers appear to not respond. This is very annoying when you are remotely trying to access your heating system. System is only three years old but it appears unsupported. Helpdesk is now responding

What a waste of time, my system has gone down and they don't offer any recommended installers so your're just left to try and resolve the issues with the totally ridiculous videos by Nigel Sanger who can't even explain his own system, what a pathetic company.

So it’s -2 outside and the app that supports our JG Aura heating system cannot be logged into yet again from either android or iOS devices.

Thanks JG, great product…..

The JG Aura 2 app does not allow login reliably, I think their old servers are unreliable about once a month the app hangs. The control system cost a fortune and has now been replaced on their site. I was sold the old version and should have rejected it. What a waste of money.

Do not use their super seal inserts when connecting to a isolation valve.
I have had two off these blow off and flood a bathroom.
As the head is far larger than the old inserts.
Not sure why they sell this product without any warning or why this product even exists as there was nothing wrong with the inserts before.
I will no longer be using this product.
And will be now using Hep20.

Called JG and a very helpful lady helped me find the part. A representative came round the next day with the part and offered very helpful audible fitting instructions.
I was able to sort it there and then ! Took faulty part away and will email the findings in a few weeks! Part guaranteed again for 2 years! Very happy with JG and their quick acting rep :-) Job done! Thanks

A pushfit elbow developed a leak a few weeks after installation which necessitated making a hole in a new ceiling to access for repair. The installation was impeccable and the part was clearly defective so contacted JG who sent a representative round to collect and test the “faulty” part and report back with findings. 6 months later nothing! Emailed them again and received profuse apology and promise that it would be resolved very soon but 6 months later, nothing!! Emailed them again and got phone call from their rep full of apologies and promises and 6 months you guessed it, nothing!!!
So be warned, JG’s guarantee is worthless and if you get a faulty fitting you will be ignored until they’ve worn you down.

room stats been changed now 3 times, told software update needed, so they sent another batch still the same, been going on for 3 months our client not happy, recommend to buy another product as poor customer support

The stats and the app are crap. They seem to have a mind of their own. You set the jg underfloor stats up on a programme and they do what they want. No idea why, no reply when I try to get hold of them. Cheap but not great!

customer service /helpline not great
rang them 3 times .
was told on the last call someone will ring me back , that didnt happen .
when i buy underfloor heating i expect to be able to ring a technical help line .
NOT GOOD ENOUGH