Drayton by Schneider Electric Avis 

Moved into a new house with their heating system, no instructions left from previous owner. Contacted Customer Support, they helped me through resetting the system, logging in and reconnecting the devices.

Very helpful, would recommend.

Been using Wiser Room Thermostat since the lockdown, excellent product. Now have purchased an Insights IHD together work perfect.
I would hightly recommend Drayton products to everyone

Been using my Wiser unit for a couple of years without problems. Then I noticed the display unit wasn't showing my correct tarif or unit charge. Shortly afterwards, I realised the display panel was not getting any data from my gas or electricity meters. I rebooted but to no avail. I contacted Drayton help desk and they were excellent in diagnosing the problems. I received a number of messages within twenty four hours of my raising the issue. Shortly afterwards I was asked to send photos of various bits of infomation, mach addresses and the like. This I did and within a short time everything was working again. I had thought of ditching the unit but so pleased I reached out to Drayton for help.

I had a connection problem connecting to the Wiser app on my IPhone but it was resolved with the help of the Wiser team and thanks to them I’m back using
It.Thanks again.

I am changing my broadband but my new installation will not be completed when my old one has shut down & I wanted to know if there would be a way to operate the system without WiFi.
Sophie sent me a comprehensive list of instructions to help.
Excellent service.

Hi! Yesterday I sent out an email concerning a problem that was causing my wife and I much distress, and which involved the aforementioned Digistat. It was late yesterday afternoon and I was not expecting any response for some time. However at about 0945 this morning I got a call from a young lady in Plymouth who wanted to help. The young lady was called Gemma and she was great! Within about ten minutes our problem was resolved and we could feel the weight lifted straight away. It would be really nice in this day and age to record our great appreciation for your service. Thank you again.👍

I had a support issue whereby my new IHD (In House Display) was not correctly syncing up. I message the support team explained the problem, I received clear advise and instruction on how to extract the diagnostic information, the support team acted quickly on receiving the information and shortly after I received clear instruction on how to reset this was followed up by a further set of instructions to confirm that the pairing was complete.

All the way through this I was treated with courteously and respect by the two support team members that were assisting me. 10 out of 10 for customer service.

Having taken on a job for a customer with a very bespoke heating system. ( Multiple heat sources, multiple control manufacturers) I reached out to the tech team regarding bringing all of my clients under one banner ( and app )
Although at this moment in time it appears this isn’t possible due to external inputs incompatibility. I hope in time this will change as the shift away from combis is coming and more traditional control methods (pipe stats, Low loss header sensors )will be required and will eventually interface with the hubs. Either on a Voltage input terminal or remotely via RF.
Either way I can’t fault the time and responses back from Sophie on the tech team.

I ended up in the deep end having moved into a house with zillions of wiser controllers. Thanks to fantastic assistance from John, Charles and Mike in the support team at Wiser I'm no longer a newbie and am now enjoying the benefits of a very very smart heating system.

Excellent service from all on the technical desk at Drayton Wiser. I've had the system for many years and even so the technical team sorted my problem out within hours of me contacting them. Brilliant system and service

Great technical support. Purchased Wiser smart heating kit and was having issues getting hub to connect. Called Tech' line and they were brilliant. Worked with me to ensure the entire kit including thermostats were also set up and everything was connected to their online system. Would certainly recommend Wiser when purchasing a smart heating system.

Our plumber chose and installed a miGenie system for us back in 2014. Despite this system having been advertised at the time as “future proof”, in autumn 2023 Schneider told us that they would be pulling the plug on the app on 31st March 2024. We protested, reminding them of their “future proof” promise, and they reluctantly gave us a free Wiser replacement. In fact the Wiser doesn’t provide us with anything more than the old miGenie did and it wasn’t as easy to install as they make out.

The installation instructions supplied with the Wiser are appallingly bad. Instead I watched their YouTube video which shows you how to remove the old controller from the backplate and clip on the new controller, which is fine, but they then claim that the rest is simple - just follow the instructions once you’ve downloaded the app they say, without showing you anything of that part of the process. Although I managed to do it, like many people who have submitted feedback I didn’t find it easy.

Like the miGenie system the Wiser system is also advertised as “future proof” so current owners of this system could experience a similar forced obsolescence when the time comes and Schneider decide that their product needs another facelift. The precedent has already been set with miGenie so they could pull the plug again, so be warned! If they do, demand a free replacement – write to the CEO as we did when you get no response from the Sales Manager.

After our experience with miGenie we don’t feel that Schneider is a company of integrity - we will avoid buying its products in the future. In our view it is shocking that an ISO 9001 certified company, normally an indication of good customer focus, is legally allowed to discontinue a “future proof” product in this way and force thousands of their customers to buy a replacement system unnecessarily. Not exactly a green policy either with so much perfectly good hardware having to be scrapped unnecessarily - shame on them!

Went on line to try and get information on how to remove the "Service Due" notification from our Digistat, did not expect someone ( Gemma ) to phone me within half an hour. She took me quickly through the process to reset. Thankyou

The product works well but with the major proviso that a smart device is REQUIRED. This almost made me give one star. If you find yourself without a working smart device, you have no fallback method to control your system.
Support structure is superb.

The phone was answered in a couple of rings and I was immediately through to Julia ( no extra menus, no terrible music, or a voice saying look at our web site for answers).
Julia helped me with the factory reset and setup procedure with clear instructions and a very pleasant manner.

I would just like to say that the service from your Technical Department was of a very high standard. My hub stopped working for no reason an I was unable to communicate. I had long discussions with Charles, BT and Ashley before arriving at the conclusion that no matter what I tried I was not going to get communication. between my BT and Wiser Hubs. I explained to Ashley that I had tried everything but could not obtain communication and she agreed to replace the Wiser hub. when it arrived I got full communication and all worked well. Thanks to everyone for their patience and advise.

Excellent customer service that I had cause to use as I setup up my Wiser SMART thermostats to my SMART hub. The only reason I needed assistance was due to a server technical glitch that the responder solved within seconds. Brilliant, over the moon with the oversight and control I now have of my energy usage.

It has been over eighteen months since I installed my Wiser starter pack and have been adding to it ever since, I find it amazing, I am a retired engineer but getting quite long in the tooth and a bit slow nowadays.

I have had cause to contact the Wiser Help Team a couple of times now ( the second time was today ) and have found them excellent, they take the time to allow for the fact I am not exactly nimble-fingered on the phone and guide me to fix my problems, sometimes logging onto my app to watch my progress so as to make certain I am going in the right direction.
I am so pleased with the Wiser system, well done guys.

Excellent customer service from start to finish. Quick response + continuous communication throughout the process. Highly recommended

Drayton are not interested in supporting previous customers. I have a perfectly operation Wish 3 - 3 zone plus hot water. They’ve switched off the app so now only manual control ! Customer services not interested. The upgrade Wiser system cannot do 3 zones and water. Slayton should have left the app running… will need to spend many hundreds of pounds to change to Nest or Hive or Tado .. shame on Drayton