Premium-priced heater, failed on installation and warranty refused
This company is attempting to evade a clear warranty obligation on an entirely spurious basis.
They are refusing to honour a warranty claim because I snipped four wires on a controller that was already non-functional, with no power connected, solely so it could be returned to them. This is being used as a pretext to deny responsibility for a fault that was present from the outset.
The process has dragged on for over five weeks, during which Autoterm have been obstructive, dismissive, and wholly unhelpful. The heater was purchased for installation on a sailing yacht and was fitted by a qualified professional marine electrician. I provided video evidence of the fault, yet this has been ignored in favour of an implausible and convenient excuse.
Despite charging a substantial premium for what is marketed as a quality product with proper support, the heater does not work. Instead of resolving the issue, they are now insisting that I spend an additional £140 to replace a component that was faulty when supplied.
For context, a family member fitted an £80 Chinese heater to his boat, which works perfectly. My £640 heater does not. The contrast in both product reliability and after-sales support is stark and deeply embarrassing for a company trading on a reputation for quality.
Based on my experience, I would strongly advise others to look elsewhere.
