Synergi SW Ltd Avis 

Be careful to ensure you ask for all options available following Synergi SW's proposal for solutions.

Upstairs heating remained stuck on last weekend, and turning off the ASHP showed one of the Honeywell zone valves stuck open.

Called Synergi SW on Monday afternoon, explained the issue and initially very pleased that they had a slot the next day (Tuesday) due to a cancellation. Was asked to pay for the initial visit and hour's visit immediately at £98+VAT - this raised concern with me as have not had this experience previously.

Engineer came as promised on Tuesday and I explained my thoughts to him on the issue and made him a cup of tea. I had some work calls to attend to, but the engineer drank his tea and made a few checks before telling me that the issue was as I had expected the Honeywell zone valve. He then told me how it was not an easy job to replace the valve and would require a partial drain down of the system, glycol top-up, the complete new valve and half a day's labour.

That afternoon, the quote arrived as below.

Good Afternoon

Further to our engineers visit please find our quote below to replace the zone valve. We will need to drain the system down to allow us to do this.

£290.00+vat for labour (estimate of 4 hours)
£205.49+vat for parts (zone valve and glycol)

Please let us know if you have any further questions or would like to make an appointment for the work.

Kind Regards

TEAM SYNERGI

Later that afternoon following some Google research, it became apparent to me that these zone valves have a removable valve head (powerhead) and that these are often the item to fail. Even Honeywell (the manufacturer) admit this.

Amazingly, these are removable with a simple screwdriver loosening three screws - once of course the electricity is turned off. I imagine that Honeywell designed these valves with the ability to replace the weakest link (the valve head) easily and cheaply without the need for anyone to get wet.

Within five minutes, I had the valve head off and it was clearly stuck open. This allowed me to manually turn the valve which was freely moving without issue, showing no signs of failure.

Screwfix sold me the new valve head for £67 and I installed it with only three screws and three wire connections in less than 30 minutes. The system is now working perfectly.

I contacted Synergi SW to ask why their engineer had not removed the valve head during his hour visit, and why I had not been given the information that the valve head was removable and a potential cause of the failure.

Synergi SW responded that they have a legal responsibility to provide a workmanship warranty and that if they only replaced the valve head, that this may have meant that they had to return at a later date under the terms of this warranty for a future valve failure. I have not seen and cannot find any terms of their workmanship warranty on their website.

The Managing Director for Synergi SW has generously provided me several direct responses however he stands by the fact that his engineer was right to offer the solution of the full valve change at more than £700 total (incl the £98+VAT charge for the initial visit). I do not doubt that this would offer a solution for the long-term, but for now my ASHP and heating is working perfectly for £67, plus the £98+VAT I paid to Synergi SW for their diagnosis.

I will leave you to draw your own conclusions as to why I was not offered the simple and cheap solution.

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