SALUS Controls Reviews 348

Absolutely disgusted with lack of response today. 8 yrs I’ve had this product on 2nd gateway and I know it’s gone again even though it’s on Green. Auto response couldn’t identify my IT500 internet thermostat after 4th attempt to give more info I gave up. Tried the tech support no I was given to be told go to internet. 3 hrs I’ve been at this I’m 67 with arthritis and disabled. Heating stuck on auto at 26%. Coming on when it wants and no way to access via phone. I’ve pulled wires out, taken battery out. Turned everything off at mains including phone. Got a number allocated but no response from company.

Had a problem with Hot Water section on the iT500 plus App whereby one of the schedules on the Timer had disappeared. Joseph on the Salus Tech Support Team worked tirelessly to resolve the issue which had not previously appeared as an issue on the App. After a number of approaches Joseph was able to reset my Salus Account which ensured that the default three schedules time period for the Hot Water were present and allowed me to use the App as normal to set the Hot Water on and off controls. Joseph went above and beyond to assist for which I am very grateful. He is a credit to the company.

I received an email and it stated clearly exactly what to do. I did it and it worked.

Thermostat controller had an issue 4 years in to their 5 year warranty and they quickly sent a replacement no questions asked.

Reciever for a new RT310 wireless thermostat refused to work. Contacted customer service and a replacement was in the post the same day. Now up and running, works really well and very simple to operate.

I recently had to replace the batteries in my Salus thermostat and encountered an issue with pairing the devices again. Despite following several online guides for the last 48 hours, I was unable to pair them. So, I contacted Salus' customer support team, who responded promptly and offered a few suggestions that were similar to the ones I had already tried. After a couple of attempts to solve the problem, they suggested either keep trying what had been suggested or replacing the devices altogether.

However, I was disappointed with the lack of monitoring and troubleshooting on their end with my product, as they could have taken a more proactive approach to understand the cause of the issue or offered to check if the device was still covered by warranty right away. Instead, I was met with a condescending message that implied I didn't know how technology works, which was not the case, as I work as a software engineer.

Overall, I feel that Salus could improve their customer support by providing better troubleshooting solutions and being more understanding of their customers' frustrations. While the customer service team was quick to respond, the lack of effort to solve the issue left me feeling disappointed. I hope that Salus can take steps to improve their product and support to ensure a better experience for their customers in the future.

Could not work out how to link my thermostats to my radioators. The customer service agent was very helpful and assisted me in getting them fixed.

Thank you Joseph

Five stars for technical support from Joseph- he was able to help me get my thermostat and receiver paired again- tricky because the receiver and thermostat were installed at different times and didn’t match up with the quick start guide that I have. Communication by email back and forward was very prompt.

I had a problem with connecting gateway and thermostat to be able to control on app. After several emails, and what saps your techy person Joseph was able to identify problem with gateway. I never felt I was being a nuisance and he was very patient throughout, and resulted in him sending me replacement equipment which I was able to use and get everything working properly.

Joseph did a fine job, guided me through the ins and outs of what was going wrong with the logging in. The team was great, responding immediately. Nice team to work with.

LG

I requested help and received it within the 24 hours as stated. Very helpful step by step instructions and everything worked as it should.

Good products and excellent technical support.

The initial response to my enquiry was slightly delayed but the colleague who dealt with my issue apologised for this immediately. All subsequent communications were extremely prompt and the colleague explored every possible avenue to solve the problem. When it was clear that a replacement product was needed, this was arranged very efficiently and it arrived the very next day. Excellent service all round.

I had a problem with my gateway receiver. Joseph C. came back very quickly, suggesting that the problem may simply be the 5V adapter/charger. He was right and now my system is working brilliantly! Thank you.

I upgraded my SALUS thermostatic device for smart phone control ie RT310i. This initially seemed to work well but then the device persistently lost pairing contact with the boiler receiver. Each time I re-paired it then lost contact again. I contacted SALUS via email - which initially was a slow process (not being able to consult over the phone is a bit annoying). Eventually I got through to Joseph C who was very helpful and I had quick responses and technical help in trying to correct the problem. Firstly, the repairs Joseph suggested worked, then, later failed. If I was away from the house controlling the heating remotely, (via iPhone) I never knew if the system worked or not. Eventually Joseph C agreed there appeared to be a fault with the devices and has confirmed new products will be forwarded to me. This is a satisfactory resolution, at this point and I hope the new kit will function correctly.

Had a problem with my gateway receiver. I sent a technical help request and Joseph came back very quickly with a solution. It worked a treat so i'm one happy bunny Many Thanks

Our thermostat stopped working and following a short phone call to customer service, a replacement was sent out immediately. Very impressed.

Fantastic. Our thermostat suddenly stopped working for no reason. I sent a few photos and they dispatched a new one so am very happy

Excellent company service and support from start to finish wholly recommend this company fit excellent customer support

I ordered a Salus wireless thermostat for the central heating system at my holiday home from a third party supplier. It arrived with neither a manual in English nor a backplate to attach an important component to the wall adjacent to the boiler.
I contacted Salus and found that they had just implemented a new technical and support software package for customers to contact them for assistance. Perhaps it’s because I’m 76 years old that I found this made me feel uncomfortable, surely software couldn’t help me. It can. I was easily able to contact a human being via it by filling in a ‘ticket’ (an email message describing my problem) following which I was promptly contacted by a real person from Salus.
Joe took ownership of my problem and I was immediately sent an email with the manual attached and I just printed it out, perfect. Plus, by noon the following day my missing part had arrived by courier
Problem solved.
I have an important message. If you have a similar experience to mine I am happy to tell you that I have purchased mattresses from Emma, a German company using what looks to me like the same software package to sell their products ‘Bed in a Box’. It has worked really well for me. In fact for some time I didn’t realise that I was talking to a computer.
Since Salus are new to this technology they have to use it in the real world so that it can learn how to respond to their customers. It will take time to do this to the level of perfection they want but they have the support of extremely good and responsive people ready to intervene rapidly.

I found the whole process very easy to navigate and would have no problem dealing with them again, in fact I would positively welcome it. The bottom line is that it works extremely well. They have a very happy customer. They turned what, for me, could have been a crisis, into a happy experience.
Outstanding service.