Trust Electric Heating Ltd

We’re so sorry to hear this. We have spoken to our operations department and are aware that a manager has tried to contact you via call and email this morning. We’re glad to confirm that our CTO, Scott has been in touch with you to discuss this issue and that it has now been resolved. We’re so happy to hear that you’ve stuck with Trust Electric Heating and are still keen to have your radiators installed. If you need anything else, please let us know. We can assure you that contact will be better going forward, as we have no more training days planned and we’re all back in the office.

Thank you again for your thoughtful feedback, we’re sorry to hear your experience didn’t align with what most customers feel with Trust Electric Heating. Our commitment is to be transparent and thorough in our communications and recommendations. We base our approach on extensive research and testing with universities and labs, ensuring our information is grounded in science rather than marketing. After reviewing your calls, it’s clear some of the information shared may have caused misunderstandings. To clarify, we have not conducted direct comparisons or testing between our NEOS system and the Dimplex Quantum, which wasn’t included in our running guide. While we offered case studies based on traditional storage heaters, it wouldn’t be fair to compare NEOS directly to Quantum without specific test data. We appreciate Dimplex Quantum’s off-peak tariff efficiency but understand why some customers explore alternatives like ours, often due to Quantum’s control mechanisms or preference for a slimmer design. Comments about E7 tariffs shared in your call were not in line with our training and this will be addressed. Regarding your consumer board, our photo requests ensure RCD protection before installation. Your board is RCD protected and meets the relevant standards, though its overdue inspection date may prompt a professional electrician to recommend an update for safety. We value transparency and honesty, and your feedback is helping us improve.

Thank you again for your feedback – we genuinely value your perspective as your experience is incredibly important to us. We’re sorry to hear that your experience didn’t reflect the standard we strive for at Trust Electric Heating. Our commitment to transparency and accuracy is built on rigorous research and testing with universities and accredited labs. It’s disappointing that some information shared may have caused confusion. We appreciate the Dimplex Quantum heaters, introduced in 2012, for their effective use of off-peak tariffs. They’re a great option for those who find this model fits seamlessly into their routine. However, we also understand why some customers look to alternatives like ours – often due to the Quantum’s control mechanisms, which can be challenging for some users, or because they prefer a slimmer design amongst some of the reasons. Regarding the consumer board, we always request photographs before installation to check if it’s RCD protected, as this can determine whether an upgrade would be necessary for an E7 switch-over. Transparency and honesty are fundamental to us at Trust Electric Heating, and your feedback allows us to uphold these values. Please know that we are taking your insights seriously to make immediate improvements, including additional training for our representative. If you or any of our customers have further feedback, please feel free to email us directly.