Bought 2 radiators in 2019. One for the kitchen, which still works but was placed too close to the door so, it keeps switching off, and the other was placed in the living room. The only space I had, w... See more
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Installation guys were v knowledgeable, though the rads took s little longer to arrive than expected. Still early days as not needed them fully yet, but did expect them to hold heat longer when they... See more
Company replied
Not off to a good start! Having just moved to a new property with no heating, and husband due to have surgery at the end of the month, we set out to find an alternative to gas central heating. Somet... See more
Company replied
Bought two radiators - not working after a year, and now find there has been a name change for the company, so left with two useless electric units. Waiting to see what new company offers - will repor... See more
Company details
Information provided by various external sources
Style without compromise
Contact info
North Bridge Place,, LE5 5AG, Leicester, United Kingdom
- 0116 296 3174
- info@premierradiators.co.uk
- www.premierradiators.co.uk
One of my premier radiators is flashing…
One of my premier radiators is flashing " err 3 "
I have tried to reset it but...no heat is forthcoming.
Does anyone know how to rectify this ?
Regards
David
Cold County Durham
January 11, 2020
Unprompted review
Reply from Premier Radiators
Good Morning David,
Thank you for your review we are sorry to hear that you have an error message, as I cannot find your account with the details you have given can you please contact us on 0116 296 3174 to speak to the technical team or respond to the private message sent to you to enable us to allocate your account for the technical team to call you.
Kind Regards
Premiers Smart Heat
I am very happy with my new heaters…
I am very happy with my new heaters -they look very stylish.They are so much more compact than my old ones !! The individual controls means that you can quickly warm the flat up where you want the heat to be but dont have to waste money by having the heating on all day
They look great and blend in with the walls so you hardly notice them!
January 8, 2020
Unprompted review
Reply from Premier Radiators
Good Morning Sue,
Thank you for the fantastic review! It's great to hear you're enjoying having more control over your heating and they fit in so well in your home.
If there is anything that we can assist you with now or in the future, please do not hesitate to contact us on 0116 296 3174.
Kind Regards,
Premier Smart Heat.
A Class Prices, E Class Service
The radiator in our hallway (£1200 worth) worked initially, but after a couple of months started cutting out, showing 'Err3'. After checking the manual - no reference to this - we asked our son in law about it, but he could see no reference to it. I phoned the contact number on Friday 3rd January but was told there was a queueing system for the 'Technical Department' to get back to us. We left our number, as we were going out; the service in the restaurant was dire and we were late home, so we missed the call-back. Since then we have phoned each of the last three business days, and sent messages by e-mail, only to receive promises of another call back. I am still waiting. Given the price of these radiators, the after-sales service is shoddy.
This makes me wonder whether the product quality is also shoddy, if the 'Technical Department' (I think his name is Carl) is so overwhelmed by customer complaints that it/he cannot cope.
I would counsel prospective customers to avoid this company entirely.
January 8, 2020
Unprompted review
Reply from Premier Radiators
Good Afternoon Larry,
Thank you for your review, we are sorry about your experience, and apologise that you have not received a call back, our technical manager has left a voicemail for you and will call you again at 9am tomorrow morning, he has also left you his details should you be free to speak to him before then or he misses you in the morning you can call him back.
Kind Regards
Premier Smart Heat
Replaced night storage heater
Replaced night storage heater , now have instant heat in 80 % of two bedroom bungalow
the team who fitted it brilliant !
December 17, 2019
Unprompted review
Reply from Premier Radiators
Good Morning Mr Tyrell,
Thank you for your review, we are pleased to hear you have enjoyed the good service from Premier Smart Heat that we aim to give to all our customers.
We hope you enjoy a warm Christmas with your new heaters.
If you require any assistance in the future please do not hesitate to contact us.
Kind Regards
Premier Smart Heat
Reply
Yes the switch was burnt out from the spark and bang I said about in my November review, which you said you found hard to believe. You can clearly see from your electricians paperwork it was burnt out hence why they switched the radiator to a newer version, this was obviously easier/safer than replacing the switch.
You’re saying the switch fault was out of your control, but should these things not be tested and signed off before being left to be used in people’s homes?
There isn’t an issue with the bedroom heater anymore, as that’s the new one that was fully replaced by yourselves a week ago due to the serious fault. It’s clear the electrician found it easier/ safer to replace the whole unit rather than risk another faulty switch. It’s the heater in the front room now.
We could not predict this in advance either. To have this many faults within less than a year has caused an all round very disappointing service. Which you still won’t accept blame for.
Having called yourselves on a Saturday before and being told “techincal” go home at 12 the fact you are open till 2 is irrelenvent. Because we are always told we have to wait until the following Monday for any sort of progress on getting fault resolved.
Regardless of the incoming calls you have checked our landlords have no reason to lie to us about if they called you, do they? Rather than you asking us for alternative numbers maybe you should call our landlords, the people who paid you and discuss with them. This is pro active customer service, and would lead to these reviews never being written in the first place.
Yes I received the message earlier today. I did try calling back once I had finished work and your office wasn’t open. So feel free to call again tomorrow if you feel like you can resolve this issue quicker than the 18th. If you’re calling to just go round in circles, please save all of our time and don’t. It’s pointless.
We don’t feel like we should have to wait this long after the poor service we have received up to this point in time. We understand this is the earliest you can send somebody out, but don’t feel it’s acceptable. Especially at this time of year, you must envision heating problems in the winter. So maybe take some more staff on to help battle the clear and major faults you have with your products.
The whole manner it which this has been dealt with online and over the phone is terrible, and not at one point have we (or our landlords) felt you have owned the responsibility of your chosen products or installations failure. The responses on here are very unprofessional and not apologetic in the slightest. It’s almost like an arguing school child is typing your responses, constantly trying to shift the blame onto us or somebody/something other than yourselves. Please just own the issues, apologise and rectify professionally. Rather than getting into online arguments. We are the COLD customer after all.
December 3, 2019
Unprompted review
Reply from Premier Radiators
Good Afternoon,
Thank you for your latest review. I can see from the returned paperwork that there was an issue with the switch on the heater and the heater was replaced. We have spoken to the electrician and he has confirmed that if the wiring was incorrect the heater would never have worked. We apologise for any confusion with regards to the fault. It may have been a wire that had faulted to the switch that had caused the issue, this is beyond our control.
We are sorry to hear that you have a further issue with your bedroom heater. Regrettably, this is not something that can be predicted in advance, nor something that we would expect.
The office is open from 9am to 2pm on saturday, we fail to see how your call would have been missed, we have checked incoming calls on the 3 numbers that we have listed and there are no calls listed. We would be happy to check again for alternative numbers if you would like to supply them.
We have had the Customer Care Manager try to call this afternoon and she has left messages for a call back to discuss the issues raised.
As always you have been given the closest date in your area at the time the call came in. As always you will be contacted if something is available sooner.
We apologise for the inconvenience caused to you and if you would like to speak to the Manager, please call us on 0116 2963174.
Kind regards,
Premier Smart Heat.
Great treatment from all staff thank you
November 27, 2019
Unprompted review
Reply from Premier Radiators
Dear Glenda,
Thank you for the fantastic review. We're very pleased we were able to offer you an excellent service all round.
If there is anything that we can assist you with now or in the future, please do not hesitate to contact us on 0116 296 3174.
Kind Regards,
Premier Smart Heat.
Radiator will not come on
Radiator will not come on. Called Premier Radiators. They cannot come until 6th Dec. How disgusting. I’m 74 living on my own and cold . Thank you Premier Radiators . You really don’t care. Disgusting having to wait this long for help. Get your act together. Would not recommend this service to anybody
November 26, 2019
Unprompted review
Reply from Premier Radiators
Good Morning Jean,
Thank you for your feedback. We are very sorry you are not happy with the service call date provided which is 6th December.
According to our records you have a duo lounge heater one of which is not functioning. If you require assistance with using the functional heater as a single for the time being, please call us and our technical team will be more than happy to assist you with the settings.
We always give the closest possible date. The installation team will contact you if an earlier date becomes available.
If you require further assistance, please do not hesitate to call us on 0116 2963174.
Kind Regards,
Premier Smart Heat.
Top Notch
Excellent service from initial order to installation. I am very happy with the product
November 22, 2019
Unprompted review
Reply from Premier Radiators
Dear Carol,
Thank you for the great review. We're very happy all of our staff here were able to offer you an excellent level of service.
If there is anything that we can assist you with now or in the future, please do not hesitate to contact us on 0116 296 3174.
Kind Regards,
Premier Smart Heat.
Please AVOID
The most horrendous customer service I have ever experienced. Avoid!
Broken radiator reported to Premier Radiators early October. First appointment given 23rd October. Guys were here for 15 mins saying they just fixed a switch. 10 days later it’s broken again. But this time the front of the radiator was sliding off. We have a young child so this was worrying as it could seriously injure. Reported this to again to be given a very long wait till 21st Nov. So 2 months no heating downstairs at all.
Customer service advised we would be the first job of the day as I had to leave for work at 1230. By 1030 I called and was advised technician was on his way he had to pick up a part. Technician calls half an hour later states he’ll be here in another 40 mins as he has something else to do. So just under an hour before I need to leave. He is extremely unpleasant and rude and told me it will only take 5 mins! Then he hangs up on me when I was looking for reassurance he was coming. We are cold and anxious about the safety and wellbeing of our child. I told him not to come because when I called back he verbally abused me.
So as of writing (4th Dec) we still have no downstairs heating. The temperature has been well below zero many days/nights. Our appointment is 9th Dec. I have asked for records to be passed on to myself as evidence on length of time this has taken. Nothing yet. My last review is being investigated so this is an edited version.
This company are the worst of the worse. Since my first review they have changed their name from premier smart heat to premier radiators. Says it all really.
Avoid at all costs.
November 21, 2019
Unprompted review
Reply from Premier Radiators
Good Morning Ms Logan,
Thank you for your feedback. We are sorry to hear that the service was not initially to your satisfaction and we sincerely apologise for any inconvenience caused.
We are now aware that your issues have been resolved and we remain at your service going forward.
If we can assist you in the future, please contact us on 01162963174
Kind regards,
Premier Smart Heat.
What we think,!?
All our dealing with your firm have been positive. Always courteous, helpful and the installation were very good . We feel e can contact you anytime to resolve any issues.
November 13, 2019
Unprompted review
Reply from Premier Radiators
Dear R Jones,
Thank you very much for the excellent review. We're very happy we were able to offer you an excellent level of customer and hope we can offer you the same in the future.
If there is anything that we can assist you with now or in the future, please do not hesitate to contact us on 0116 296 3174.
Kind Regards,
Premier Smart Heat.
lead time to long
Well we were disappointed with the lead time As we were told it would be ordered before the company factory closure for summer break. We ordered in 11th July and we ordered on the day so we could get this installed when our replacement conservatory was completed late August.
We eventually found out that was not the case. we were given a date early October not satisfactory but we had no option but to wait
Then the scheduled delivery was cancelled and we were offered a further two week installation date. Eventually the radiator was fitted 4/11. This was after we reiterated how long we had to wait. Nearly four months is not really acceptable !! As were told 6-8 weeks initially we found that we had no contact from the customer service team
Each time we had to contact for updates
So with winter coming we now have the radiator we cannot comment yet in the performance. The plus is we do like the styling of the radiator!!
November 7, 2019
Unprompted review
Reply from Premier Radiators
Dear Rosemarie,
Thank you for your review. We're sorry to hear about the delays that occurred, this is being investigated and we will get back in touch with an update.
If there is anything that we can assist you with now or in the future, please do not hesitate to contact us on 0116 296 3174.
Kind Regards,
Premier Smart Heat.
hurrendous customer experience, with a baby involved!
I only have two Radiators which have broken 3 times in less than two and half years, currently both do not work and the technical team are not visiting my flat for a month to fix them. The tenants are a couple with a baby and nothing has been done to move appointments around to be able to visit quicker, they have not gone out of their way to help at all or advise how they get heat into the apartment.
The worst customer experience ever.
November 6, 2019
Unprompted review
Reply from Premier Radiators
Dear Nicky,
We're sorry to hear about your experience. I have managed to locate your account and can see the issue with the first heater was reported on the 23/10/2019, we had some difficulty getting back in touch with you to discuss and tried to phone several times. When we got through to you we initially booked the service call date on the 22/11/2019 to rectify the issue, however on the 4/11/2019 you reported another heater had an issue so we brought the service call date forward to 14/11/19.
As I'm sure you can appreciate this is our busiest time of the year, our engineers are fully booked for your area but we did provide you with a sooner date after learning you were down an extra heater, so we have done what we can to offer you the soonest possible date. Our office manager has been in contact with yourself today, and she has informed you she is looking for a sooner date and will be in touch with you if we are able to accommodate that.
If there is anything that we can assist you with now or in the future, please do not hesitate to contact us on 0116 296 3174.
Kind Regards,
Premier Smart Heat.
Stopped working within a year - poor customer service.
Had radiator installed last November. Since the summer used it once then it failed. Waited 3 days for a call back only to be told we have to wait over 3 weeks for someone to come & fix it - it really is just not good enough. Beyond disappointed. Very safe to say once they have your money they have no interest in customer satisfaction. We would not recommend investing in a Premier Radiator & wish we had read some of the reviews on here before doing so.
October 30, 2019
Unprompted review
Reply from Premier Radiators
Dear Colin and Anthea,
Thank you for providing the information requested so we could locate your account. I'm happy to confirm a member of our team has been in touch with you in the meantime and have booked you in for a service call tomorrow to resolve the issue you are facing.
Thank you for your patience and we look forward to seeing you tomorrow,
If there is anything that we can assist you with now or in the future, please do not hesitate to contact us on 0116 296 3174.
Kind Regards,
Premier Smart Heat.
The fitting and heater are good but the…
The fitting and heater are good but the programming is a nightmare. Not helped by the fact that all the programming is done through 3 buttons when about 10 are really required, The instructions in the handbook provided are hopelessly inadequate and the only way you can get to grips with it is by going on to YouTube and watching the videos on there. These are excellent. But you still cant get away from the fact the programming is ridiculously over complicated.
October 23, 2019
Unprompted review
Reply from Premier Radiators
Good afternoon Mr Haines,
Thank you for the feedback. We're sorry to hear you're not finding the programming as easy as expected. We have located your account and can see you were in touch with a member of our technical support team who provided assistance with using the thermostats and directed you to the Youtube videos. We are always available to help so if you have any questions or would like the system explaining in more details please call us on 0116 296 3174.
Kind Regards,
Premier Smart Heat.
Broken again
Broken again, second time after summer I put radiator on it breaks AGAIN, fourth time now, I’ve only had them nine months. When it broke before I had to wait over three weeks in the middle of winter for an engineer even though I’m disabled, they wasn’t bothered. I saved for years to have my heating installed, the radiator has been nothing but trouble, premiere are great at first, until they get your money and your radiator breaks, then your not very important to them, your at their mercy. Faulty product and bad service, il see how long it takes for an engineer this time. I’m just surprised I haven’t seen premiere on watchdog or rip-off Britain by now.
October 17, 2019
Unprompted review
Reply from Premier Radiators
Dear Shaun,
Thank you for providing your account details and we are very sorry to hear about the issue you are experiencing. Our heaters are protected under a 5 year guarantee so if the heater isn't working as it should, we send out an engineer to resolve the problem or will replace it. We're sorry for the previous delay, it was at our busiest time of the year and in cases like this, we promise to offer a sooner date if a new slot becomes available.
I can confirm a member of our technical support team contact you today and arranged a date for a service call for an engineer to come out and fix the heater.
If there is anything that we can assist you with now or in the future, please do not hesitate to contact us on 0116 296 3174.
Kind Regards,
Premier Smart Heat.
Very good putting dust cloths down…
Very good putting dust cloths down would be a good idea
October 1, 2019
Unprompted review
Reply from Premier Radiators
Dear Mr Brock,
Thank you kindly for the great rating and feedback. Our installers usually carry dust cloths and sheets with them in order for a clean installation but we apologise if this wasn't the case.
If you should need to contact us in the future with any queries or would like any additional help using the thermostats, please call us on 0116 296 3174.
Kind Regards,
Premier Smart Heat.
Expensive but repair service is good
The heaters are expensive and I have had issues with thermostats but the repair service is pretty good
September 24, 2019
Unprompted review
Reply from Premier Radiators
Dear Mr Mursell,
Thank you very much for the feedback and great rating. We're sorry for the initial issue with the heaters that were delivered but we're very happy we've managed to come up with a suitable solution to resolve it.
We hope that your heaters keep you warm this winter and for many more to come.
If you should need to contact us in the future with any queries or would like any additional help using the thermostats, please call us on 0116 296 3174.
Update
Hello Mr Mursell,
Thank you for updated your review we have escalated this date to next Thursday for you, we had difficulty allocating you account as it is in your wifes name not yours. We are sorry you feel that the repair is a bodge job as this is not a service we offer, you have in fact been given an upgrade for which we have just tried to call to explain this to you and make sure you have the manual.
As agreed with the installs department all your heaters will be checked on Thursday, we will also upgrade all your heaters to the receiver and thermostat you have.
As mentioned on the phone thank you again for taking the time to take our calls today and giving your feedback.
Kind Regards,
Premier Smart Heat.
avoid at all cost only trouble
avoid at all cost from start to only problems.
1) The sales rep was very pushy who would not take no for a answer and pushed us in to a sale (which i believe is illegal) and lied to me telling me that premier and fisher was the only company who did this type of heating and told me he was also was the sales rep for both fisher future heat and premier and fisher are a lot more expensive and not to bother asking them for a quote because he will have to come back again to give another quote.
2) I gave a large deposit to secure a "discount" and i was told i have 14 days to cancel i called up the next morning to do this and had to send of the contract to them to cancel and i was told i would get a full refund right away and only struggle and still waiting and only getting one excuse after another
avoid premier at all cost there are many other companies who do this sort of radiators at much better prices and much cheaper more then half the price and alot more professional customer service and sales men
September 18, 2019
Unprompted review
Reply from Premier Radiators
Update:
Good afternoon,
We’re happy to confirm your deposit has been fully refunded, if there is anything else we can assist you with please don't hesitate to get in touch with us.
---
Good Afternoon,
Thank you for providing your details as requested. I hope that now you understand the cancellation process you understand why it can take up to 14 working days.
I have requested that accounts confirm with me when the cancellation is processed and i will email you as agreed to advise to check your account for the funds returning. Depending on your own bank this can take up to 5 days from transfer.
Premier radiators are the only company that supply the heater of this type and quality. There are similar types of lower priced heaters on the market, however the internal function and efficiency are not the same.
We wish you luck with finding suitable heating for your requirements going forward. If we can assist you in the future, please do not hesitate to contact us.
Kind regards,
Premier Smart Heat.
The water heater is working well.The…
The water heater is working well.The man that installed the water heater was very good at his job and very polite.,as so was the two men which put in the radiator we have not had the radiator on yet because it not cold yet.
September 15, 2019
Unprompted review
Reply from Premier Radiators
Dear Ms Cripps,
Thank you kindly for the great feedback. We're very pleased to hear our team offered you such a professional service on the day and hope they answered any questions you may have had.
If you should need to contact us in the future with any queries or would like any additional help using the thermostats, please call us on 0116 296 3174.
Kind Regards,
Premier Smart Heat.
I have not used the radiators yet
I have not used the radiators yet, but the installation was well done and everything was left tidy.
September 12, 2019
Unprompted review
Reply from Premier Radiators
Dear Ms Turner,
Thank you kindly for the review. We're very happy to hear our staff fitted the heaters in a tidy manner and we hope you enjoy the benefits of the heaters during the upcoming colder weather.
If you should need to contact us in the future with any queries or would like any additional help using the thermostats, please call us on 0116 296 3174.
Kind Regards,
Premier Smart Heat.
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