HanstromReviews of hanstrom.com

Reply from HanstromMay 22, 2026

We are deeply concerned to read this feedback and sincerely apologise for the impact this has had on both you and your client. We understand how critical reliability is when your professional reputation is on the line, and dropping communication is completely against our standards. As our units are covered by a 2-year warranty, we want to urgently investigate why your calls went unanswered and resolve the issue with the faulty unit immediately. We value our trade partners and customers, and we want to make this right.Please email our senior management team directly at [email protected] or call us on 01924 730 525 with your order reference. We will prioritise your case to find a swift solution for you and your client. Best regards, The Hanstrom Team

Reply from HanstromMay 22, 2026

We are very sorry to hear about the stress and inconvenience this caused during your installation. While we are glad you are now enjoying the benefits of your 4-in-1 tap, being left without a kitchen tap for two weeks is completely unacceptable, and we understand your frustration with how your case was handled. Delivering the wrong part and failing to follow up as promised does not reflect our service standards. Your experience highlights a clear breakdown in our communication and dispatch process, and we are addressing this with our support team to ensure it does not happen again.Please rest assured that your system is fully protected by our 2-year warranty should you ever need us. We would like the chance to restore your confidence in our brand—please drop us a quick line at [email protected] or call us on 01924 730 525 referencing your order details so we can register this feedback directly to your account. Best regards, The Hanstrom Team

Reply from HanstromMay 22, 2026

We are truly sorry to hear about the exhausting experience you have had with our customer support team and the temperature issues with your tap. We completely understand your frustration with being asked for repeated evidence and the suggestion regarding your equipment; this is not the level of service we aim to provide. As your tap has experienced these temperature issues from day one, it is fully covered under our 2-year warranty policy, and you should not have been met with such a protracted process to get it resolved. Our team uses standard troubleshooting steps to diagnose issues remotely, but we clearly handled this with a lack of flexibility and speed. We want to step in immediately to resolve this headache without forcing you into unfair options. Please contact our senior management team directly at [email protected] or call us on 01924 730 525 with your order reference so we can bypass the standard queue, waive any standard deposit terms, and arrange a swift replacement for your faulty unit. Best regards, The Hanstrom Team

Reply from HanstromMay 22, 2026

We are very sorry to hear that your boiler has broken down. We completely understand how frustrating it is to deal with an appliance issue, especially when it happens just after the warranty period has ended. Our 2-year warranty policy is put in place to cover the electrical and manufacturing lifespan of the components from the date of purchase. Because boiling water taps operate at very high temperatures, internal components are highly sensitive to water quality. Over time, particularly in hard water areas, rapid limescale accumulation is the most common cause of sudden element failure rather than a manufacturing defect. Although the official 2-year coverage has passed, we do not want to leave you without a working system. We would like to look into your order details to see how we can best support you, whether that is through technical troubleshooting advice or by offering a subsidised replacement boiler tank to get your tap running perfectly again. Please reach out to our team directly at [email protected] or call us on 01924 730 525 with your original order details so we can find a fair solution for you. Best regards, The Hanstrom Team

Reply from HanstromMay 22, 2026

We are very sorry to hear about your experience and the frustration you have faced with both your tap lever and your boiler tank, as well as the difficulties you experienced reaching our support team. Regarding the lever spring, a mechanical component failing after just 3 months is completely unacceptable and is fully covered under our 2-year warranty policy, regardless of filter cycles. We apologise for the delayed communication you faced in getting that part replaced. For the boiler tank, our 2-year warranty covers all manufacturing faults from the date of purchase. While water quality and filter changes are critical to preventing limescale calcification inside high-temperature systems, we understand your frustration if a failure occurs right at the end of this cycle. We want to investigate your case personally and see how we can better support you. Please email our senior management team directly at [email protected] or call us on 01924 730 525 with your order details so we can review your history and find a fairer solution for you. Best regards, The Hanstrom Team

Reply from HanstromMay 22, 2026

We are very sorry to hear about the breakdown of your heating mechanism and the stress, inconvenience, and plumbing costs you experienced during this process. This is absolutely not the experience we want our customers to have, and we fully understand your frustration. Our standard 2-year warranty covers all internal manufacturing faults from the date of purchase. Because instant boiling water taps maintain very high temperatures, they are highly sensitive to mineral buildup. Over time, especially in hard water areas, rapid limescale accumulation remains the primary cause of sudden heating element failure rather than a manufacturing defect, which is why regular filter maintenance is critical. While we must adhere to our 2-year warranty terms uniformly, we hear your feedback regarding how the troubleshooting advice and subsequent replacement options were communicated. We want to personally review your case and look into the details of your correspondence. Please reach out to our team directly at [email protected] or call us on 01924 730 525 with your original order reference so we can find a fairer way to support you. Best regards, The Hanstrom Team

Reply from HanstromMay 22, 2026

We are very sorry to hear about the intense frustration this situation has caused and the poor experience you had with our email support. Being left with an incomplete installation in a family home is incredibly stressful, and failing to respond to you after a day of communication is completely against our standards. If a part cannot be fitted or is physically blocked, we need to resolve this swiftly rather than creating extra hurdles or making you feel ignored. Because our products are fully backed by a 2-year warranty, you should not be left struggling with a component that your plumber has confirmed cannot be installed. We want to step in and get this sorted out for you immediately without any further arguments. Please reach out to our customer care team directly at [email protected] or call us on 01924 730 525 with your order reference. We will look into your email history and ensure a proper, working solution is sent out to you right away. Best regards, The Hanstrom Team

Reply from HanstromMay 22, 2026

We are very sorry to hear about the repeated failures you have experienced with your boiler tanks over the last three years, and we understand your deep frustration regarding the tone and quality of the support you received. Having to replace a major kitchen appliance multiple times is entirely unacceptable, and we apologise for the lack of goodwill or empathy shown during your interactions. Our standard manufacturer's warranty spans 2 years from the date of purchase to safeguard our customers against internal defects. While high-temperature systems are highly sensitive to mineral buildup, if you were regularly changing your certified filters, your case should have been treated with much greater care and flexibility rather than an accusatory approach. We take your feedback regarding our email response times and customer service style very seriously, as this does not align with the standard we expect for our customers. We would like the opportunity to review your full case history and the correspondence regarding your certified filter proof. Please reach out to our customer care team directly at [email protected] or call us on 01924 730 525 with your original details so we can investigate this thoroughly and find a fair way to make things right. Best regards, The Hanstrom Team