Drayton by Schneider Electric Avis 

Built our new self build home in 2017 - spent extra on a whole house of Drayton TRV4's for the heating. In 2023 they started to fail - with the control head turning freely without adjusting the valve. In total 7 of the 14 TRV's have now failed in the same way - only 7 years after installation. We would choose any other brand if we had the chance.

Excellent help desk (Michael) and we were up and running in no time. Would have been 5 stars but for glitches with both Android and Apple apps (that's why we needed support).
You need to be tech savvy to use these products to their full potential.

I don't usually write reviews but great service and products should be recognised. Needed to confirm my system was compatible with Wiser Thermostat 1 kit. Called and spoke straight away with a wiring support engineer who confirmed it was with one minor modification. Now fitted and although did have some issues getting the hub and the app to talk to each other and with the cloud, now all working perfectly and really pleased. All at 1/3 of the cost of some alternative systems. Well done to all.

Great product and excellent customer service

Have been running a Wiser system for a number of years with no problems so never needed to call support. I needed to today and spoke to Sophie who resolved my issue very quickly and competently. Thank you.

I purchased a Drayton wiser kit 2 to replace my existing Drayton programmer and fixed thermostat. The change over was easy to accomplish. I had a couple of small issues which were quickly resolved by the tech team at Drayton. Kit 2 enables me to control both heating and hot water; it also means that the original fixed thermostat is replaced by a wireless thermostat sited in the lounge.
So far the system is working well and I am in the process of adding radiator Trv's in order to increase control over the heating system. The system can be controlled by an app on my phone. There are many more features associated with this system, that over time I am going to explore.

Kim was extremely patient and helpful when one of my radiator valves got disconnected from the hub.

I bought a wiser system in early 2023 and installed it.
We have only electric heat so I bought about 9 heat switches. For just regular heat it works quite well.

I also have three underfloor heaters and that's where the heat switches fail.

Underfloor heating needs a sensor to measure the temperature of the floor. The heat switch fails to make a valid temperature reading and therefor the floor does not heat up and makes the system useless (as in the kitchen we do not have space for a normal heater we are in the cold...)

I filed a case with wiser and they initially came back to me with some suggestions (they even sent three new electrical heat switches which all had the same issue). After this it is now silent for a month, I called and emailed them and they say they are working on it but they are unable to mention what they are really doing about it, it doesn't seem that it has a priority to fix this issue.

As this is a basic functionality that the product is advertised with, I would consider it not fit for purpose if this system is to be used for electrical underfloor heating (which is bad because it could be considered false advertising)

I have done quite a bit to figure out what the problem could be:
- Measured the floor sensor (which is working fine when heated up/cooled down)
- In the app it shows the temperature readings, they seem to be random. However I logged them for a while, applied an averaging filter and they lead to the correct temperature. This just means that there is a bug in the software.

I am an electrical engineer by training and have a good amount of experience with reading sensors etc.

The above is all communicated to wiser and it seems a straightforward case to verify and come back to but still nothing.

Disappointing experience.

Edit (26/02/2024) after posting the above I got a request for more information, I gave the details called a couple of times but still nothing.
Worst customer service ever, just keeps you hanging out to dry!

Excellent and prompt customer service. Information provided exceeded what I asked for. Will definitely be buying products from them

Replaced existing miGenie with the Wiser 1 system. Very straightforward to fit and to connect to WiFi. Even picks up the date and time automatically. The new system works well with the Wiser Home app, and is completely satisfactory.

Problem resolved to my satisfaction. Excellent customer service support

After having trouble connecting the app via Bluetooth to the rf01. Contacted customer support who had me connecting in no time. All now working correctly. Thank you.

We had a manual Drayton time clock on our oil fired boiler which worked fine but although we had thermostat valves on our rads we had no general thermostats. The wiser obviously appealed to us as it came with a wireless thermostat which could be placed anywhere. The other appeal was the fact that it was as easy as just swapping one for the other, about a 30 second job. Not being a technical whizz kid it did take me about 5 minutes getting the app and sorting the connection and WiFi etc. but that was it, I was 10 minutes at most. The system is fantastic and I am delighted. The only reason I didn’t score a 5 is because the app has failed to open on my mobile phone a couple of times (IPhone 12) but that could be down to my phone, I’m not sure. When the app has failed to open I have just switched my phone off, then back on and it’s been fine.

Fast reply to my enquiry email with a promise to send a replacement part free of charge, which arrived promptly despite the Christmas/New Year bank holidays.

I sent in a support request on New Year's Eve not expecting a response for days. Very surprised to receive a full response with a solution to my problem on New Year's Day.
I am very impressed by customer service.

I am still awaiting a responce after 5 weeks.The app is full of bugs.!Slow to respond and craches everyday.

The support from Gemma was outstanding. I was able to order a new room thermostat on her recommendation and fitted it myself using her expert instructions. I’m very grateful for your support especially this time of the year. Thank you!

I purchased the wiser thermostat and one socket controller and find them so good (particularly at the price) I have since purchased two more socket controllers. I have used their support team and they responded swiftly with all the information I asked for plus more! Highly recommend.

I got 8 TRV from Drayton as well as two room Thermostat's which I fitted to my system. When I connected to my WiFi I connected to my extension in error, so the system did not work as well as it should, but when I contacted Wiser they got back to me within a day, explaining how to connect to my main WiFi system which has worked with no problems. The only problem I have is my IHD, as mine will not connect to Wiser, IHD are locked so you need to get there one. Other than these teething problems it has worked well as seems to keep my home at a nice temperature, one of my best buys. Never know they existed until my wife read about them in a news paper article.

I had a Drayton System installed in 2017 and was assured by the company that it was appropriate for the house. They did not say that they stopped manufacturing it that year. They are now no longer supporting the Mi-Genie product and will switch it off in 3 months. I was advised to replace it all with their new system and I would get a 10% discount, but the new one can only control 2 zones, not 3.
Terrible customer support when you contact them. Avoid.
Can't see why you would use their new system when compared to Nest or Hive.

- Having read Drayton's response, I don't realy acept it. You can carry on with legacy systems and don't need to upgrade them if there are fimware limitations. I am also annoyed that when I complained to them, I was offered a 10% discount, but could actually get 40% now.
What I think we all need is a system that we have confidence will be viablle and supported for 10yrs. I think Nest or Hive will give you that, but I am afraid Drayton won't for me.
I now have 8 weeks to replace it before the app is withdrawn.