HanstromReviews of hanstrom.com

Response from HanstromJun 17, 2026

Hi Mrs Reed, Please could you call our helpline so we can look into your case and offer a satisfactory resolution and resolve the issue your currently having. We're incredibly sorry about this. We have check and we can see that we have replied to the last email that you have sent us, please can you send us a message on the same email thread you believe you haven't got a reply on so we can ensure all of your queries are answered? Kind regards, The Hanstrom help team

Response from HanstromJun 17, 2026

Hi Sara, Upon looking at the evidence on your account we can see that we have sent you an invoice to both email addresses you have provided 7 times. Could you please call our helpline so we can proceed with sending a new boiler out with a prepaid return label in the box without the need for a security deposit. Please accept our sincere apologies regarding the inconvenience caused this is not the service we aim to provide to our valued customers. Have a wonderful day, we look forward to speaking to you soon so we can send your replacement boiler out via next-day delivery. Kind regards, The Hanstrom help team

Response from HanstromJun 10, 2026

Dear customer, Please could you contact us at your earliest convenience so we can resolve the issue you're currently having? Monday to Thursday: 9:30AM – 4:30PM Friday: 9:30AM – 3:30PM Saturday & Sunday: Closed 01924 730 525

Response from HanstromMay 28, 2026

Dear customer, Thank you for your feedback. We are sorry for the frustration caused by the initial delay in getting your boiler and cartridge dispatched, and for the breakdown in communication on the phone. Our technical team reviewed your account history and noted that filter changes haven’t been made within the correct timeframe. Because you live in a hard-water area, the boiler must be maintained with regular filter changes every 3 months. Unfortunately, the lack of regular filter changes caused a severe scale build-up, which is why the previous units broke down. Despite the system being out of warranty and the issues being maintenance-related, we still want to help. We can confirm that your replacement boiler and cartridge have now been fully processed and dispatched. Please ensure the new unit is maintained with regular filter changes moving forward to prevent this issue from happening again. Best regards, Hanstrom

Response from HanstromMay 22, 2026

We are very sorry to hear that your boiler has failed, and we completely understand your frustration regarding the breakdown and the subsequent replacement offer. Because your system was purchased in 2023, it has fallen outside our standard 2-year manufacturer’s warranty window. Instant boiling water taps operate at extreme temperatures and are highly sensitive to mineral buildup. In hard water areas, heavy limescale calcification can block the internal element over time, which is the leading cause of sudden failure rather than a manufacturing defect. However, we want to rectify this for you and do not want to leave you with a broken tap. We would like to look into your account details to see how we can better support you, whether that is through clearer descaling guidance or a fairer solution for a replacement tank to get your kitchen running perfectly again. Please reach out to our customer care team directly at [email protected] or call us on 01924 730 525 with your original order details so we can assist you right away. Best regards, The Hanstrom Team

Response from HanstromMay 22, 2026

Thank you for sharing your feedback. We are genuinely sorry to hear that your boiler has stopped working, especially after waiting through a long renovation to finally use it. We completely understand how frustrating this situation is. To clarify for anyone reading, our standard warranty begins at the point of purchase to cover the electrical lifespan of the components. Because instant hot water taps operate at very high temperatures, rapid limescale buildup is the primary cause of sudden element failure. If a system sits dormant or is used without a fresh filter, mineral deposits can quickly block the tank. As you have had the tap for around 7 months we are very happy to offer a free replacement if we haven’t already. Please reach out to our team directly at [email protected] or call us on 01924 730 525 quoting your order details. We are here to help find a solution for you. Best regards, The Hanstrom Team

Response from HanstromMay 22, 2026

We are incredibly sorry to hear this. A product failing after just a few weeks is completely unacceptable to us, and we understand your disappointment.If an item stops working this quickly, it is fully covered under our warranty, and we want to replace or refund it for you immediately. We take product quality seriously and would like to get this sorted out today. Please reach out to our team directly at [email protected] or call us on 01924 730 525 with your order number. We will fast-track your request to make things right. Best regards, The Hanstrom Team

Response from HanstromMay 22, 2026

We are very sorry to hear about your experience. A unit experiencing issues at 10 months is completely unacceptable to us, and we understand your frustration regarding the level of service you received. Because this happened well within our 2-year warranty period, your system is fully covered against manufacturing faults. We pride ourselves on both product durability and supportive customer care, and it is clear we missed the mark in your case. We want to review your case immediately to rectify this and ensure your system is working perfectly. Please reach out directly at [email protected] or call us on 01924 730 525 with your original order number so we can look into this for you. Best regards, The Hanstrom Team