EWT Water Softener - www.ewtwater.co.uk

Technicians are not talented at all and are very lazy. I bought reverse osmosis and water softener. These 2 devices should have been fixed in the same place but the technician was so lazy to cut some shelves and even after saying him to fix everything in the same shelf, he did not listen. He used dishwasher space. Many of our neighbors in the same estate with the same house design had fixed everything in the same place but this person did not listen to us.

Water softener doesn't do the job.

I tried getting hold off CS team to address the issue and had to constantly chase to get an answer.

Their ops process of booking a service is like working with windows 95, very old. You have to wait 4 working days to get an appointment and if the planning team book a date and it's not the suitable for you, and if you think rebooking is straight forward a simple call..... Naah, they don't have the power to rebook. You will be put in queue like you just contacted them for the first time. Yes, back to the beginning!!

Other issues:

Technology fail: EWT App returns an error and gives the option to arrange a call back. However, no one calls!! YAY!!

CS team: not upto the mark. I explained the problem to CS advisor and constant fail of everything I do and unable to get a booking, I get a mechanical answer that she is unable to do anything. This is the protocol. I asked to speak to a manager. She won't transfer and I have to email. Apparently thats the protocol.

I even told her in the first place that I needed a booking on a specific day as I have a job and can't do all days but they decided to do exactly what I don't want. And no concern whatsoever. And she is unable to do much. Protocols!!

I have to go back to the queue.

And guess what, me trying to get answers, she hang up on me saying I'm rude.

I have been with EWT for a few years now. I have been experiencing issues with them for the past almost two weeks.

Their communication has always been dreadful. I have received emails claiming that they have added credit to my account when they have not. They initially advertised their app as having a host of features that it doesn't. I didn't find this out until the engineer fitted the system. These instances I have been able to ignore but the severe lack of communication I have been experiencing from them in the past two weeks has been unacceptable.

I called them almost two weeks ago and asked to speak with a supervisor. I was assured one would call me back but I heard nothing in the days that followed. I followed this up with multiple emails, phone calls and private messages on their Facebook page with all written communications being ignored. Each time I called and spoke to a representative, they would explain that they could not connect me to a supervisor and could only email them to let them know to call me back. One representative explained that she could see all the notes made on my file. Each note was from a representative who had reached out to their supervisor to let them know that I needed to speak with them. So why haven't I received this call almost two weeks later? There's absolutely no excuse for this. I called EWT to follow up again yesterday and my call was disconnected THREE TIMES. Each time this happened, I was on hold for several minutes before a representative would pick up the call, see my name appear on their system and then terminate the call. It wasn't until the 4th time that I tried that someone finally took the call. When I did finally speak with someone, I asked if there were contact details they can give me for their Head Quarters - No. I asked are there any other contact details they can give me, other than the email address and phone number that I had been trying for the past two weeks - no.

If I can't contact my service provider and all of my attempted communications are being ignored; what is the point in me having this service??? I need to be able to make contact with my service provider. EWT in turn need to adapt a much, much more professional approach and stop ignoring customers communications. It's such childish and damaging approach.

If you're interested in a water system for your home or business; do yourself a favour and go with another provider that is not this painful to deal with. Avoid EWT at all costs, just as they'll avoid your communications.

Had ours fitted 10 years ago took out a monthly service contract Every Year I have to phone them to come and service

Trying to organise a service which is due now and order some more salt .

Phoned and left a message commented on their web site Not come back to me so far which is poor customer service

Not sure if they are still in business if they are they won’t be if they cannot respond to phone calls.

All which leads me to criticise on here when I would be far happier praising them

Would I recommend taking out a service plan I will let you decide

The most unprofessional company I have had to deal with so far. I had the softner fitted a year and half ago. Between last year November and January this year, the water softner leaked 4 times causing a significant amount of damage to my brand new flat. After 4 different engineer visits, only the last one was competent enough to stop the leak. At every visit they would also take pictures of the damage to raise a claim for compensating me for the damages. In couple of instances the leak was so severe that the water reached my kitchen, bedroom and in the common area outside my flat. All leaks happened during the regeneration cycle which were set by EWT to happen at 2 am.

Not it's April and after chasing day and night i am getting no where with this company. Everytime I call I get the same answer " we will pass the message on and he will get back to me via email ". Well this guy never responds and it has become a routine for me now to call the number every 2 hours to get the same reply. I was asked to provide quotes, which I did, the total repair work is nearly £5000 not something small that I can let go and fix out of my own pocket. All leaks were due to poor installation as agreed by the engineers at each visit.

I have even said if they think the quote is too much, I am more than happy for EWT to do the repair works themselves. I just want my property returned to the predamaged condition. But still no resolve, everyday the same story he will email me. If someone out there can help me deal with them through legal action or advise, please kindly get in touch. I don't think I have any other choice left as no one is tell me anything and apparently in this big company he is the one and only decision maker.

It really is heart warming to read all of the positive reviews given to EWT (water2buy) by customers who have a newly installed water softener system. I too was happy when my machine was installed several years ago and it made a noticeable notice, but unfortunately fast forward >> to Dec 2021 and this water softener machine has become increasingly unreliable and now it’s causing me no end of grief and costing me additional money.

For the second time, (within 15 months of last time) my machine has failed and allowed RESIN BEADS into the normal taps / drinking water system and also central heating system, which resulted in all water taps / showers and toilets being completely blocked up with this resin gunk.

This is an annoying situation and as common with most companies, EWT deny any wrongdoing on their part or their machine and just continually blame an alleged high amount of chlorine that they state must be within my incoming water supply (Bromley area) from Thames Water, all this is without any tests to prove!!

EWT will do nothing above and beyond to help me resolve this, (not even a refurbished machine swop) which is why they have now lost my faith and trust in them and their products in my home. All they offer is that I could either arrange a call out for issue specifically or they can come and service the machine, but that is it. There was no pre-warning of failure, literally the water just suddenly dried to a trickle and then completely stopped, leaving me to investigate… Every Tap, shower and toilet system had to be dismantled and cleaned out of these RESIN beads and then flushed through, and reinstalled, hopefully getting the water pressure back to normal all of this which takes up lots of time, unfortunately I only managed to get the cold supply working at this stage, no HOT water suggesting issue / resin blockage within my combi boiler or it’s pipes!

I moved onto my combi boiler / central heating system and flushed out then refilled and bleed my complete radiator system followed by flushing out and refilling the boiler itself. This enabled the boiler to start working and it was supplying both hot water and central heating, but it was making the strangest unhealthiest of noises for 45 mins, the sort never heard before, I suspect it was the boiler getting rid of the resin as luckily this soon stopped.

Taking no chances, I called a boiler engineer to check the boiler and he dismantled it checking for any internal damage, luckily there was none.

As I can’t be dealing with this level of inconvenience again, the EWT water softener will never be reconnected to our water system as it just can’t be trusted. Another separate issue with EWT, you can’t get another company to service the machine as they have apparently changed parts / connections to a type only they have… against competition rules!?

I am now looking for suitable alternative ‘water conditioning’ options to help prevent limescale build up and hopefully limit damage to machines etc.

Very disappointing lack of response to issues

We have had an EWT softener for nearly 7 years. However a resin leak from the system has caused damage to fittings and pipework. No response to any of our emails, multiple calls made, tried messenger and their customer service centre without a result. Today an engineer arrived who had no idea about the issues, couldn't fix or replace the unit and had no contact information for management. Unfortunately it seems we have no option but to escalate through legal channels. Very very disappointing.

It really is heart warming to read all of the positive reviews given to EWT (water2buy) by customers who have a newly installed water softener system. I too was happy when my machine was installed several years ago and it made a noticeable notice, but unfortunately fast forward >> to Dec 2021 and this water softener machine has become increasingly unreliable and now it’s causing me no end of grief and costing me additional money.

For the second time, (within 15 months of last time) my machine has failed and allowed RESIN BEADS into the normal taps / drinking water system and also central heating system, which resulted in all water taps / showers and toilets being completely blocked up with this resin gunk.

This is an annoying situation and as common with most companies, EWT deny any wrongdoing on their part or their machine and just continually blame an alleged high amount of chlorine that they state must be within my incoming water supply (Bromley area) from Thames Water, all this is without any tests to prove!!

EWT will do nothing above and beyond to help me resolve this, (not even a refurbished machine swop) which is why they have now lost my faith and trust in them and their products in my home. All they offer is that I could either arrange a call out for issue specifically or they can come and service the machine, but that is it. There was no pre-warning of failure, literally the water just suddenly dried to a trickle and then completely stopped, leaving me to investigate… Every Tap, shower and toilet system had to be dismantled and cleaned out of these RESIN beads and then flushed through, and reinstalled, hopefully getting the water pressure back to normal all of this which takes up lots of time, unfortunately I only managed to get the cold supply working at this stage, no HOT water suggesting issue / resin blockage within my combi boiler or it’s pipes!

I moved onto my combi boiler / central heating system and flushed out then refilled and bleed my complete radiator system followed by flushing out and refilling the boiler itself. This enabled the boiler to start working and it was supplying both hot water and central heating, but it was making the strangest unhealthiest of noises for 45 mins, the sort never heard before, I suspect it was the boiler getting rid of the resin as luckily this soon stopped.

Taking no chances, I called a boiler engineer to check the boiler and he dismantled it checking for any internal damage, luckily there was none.

As I can’t be dealing with this level of inconvenience again, the EWT water softener will never be reconnected to our water system as it just can’t be trusted. Another separate issue with EWT, you can’t get another company to service the machine as they have apparently changed parts / connections to a type only they have… against competition rules!?

I am now looking for suitable alternative ‘water conditioning’ options to help prevent limescale build up and hopefully limit damage to machines etc.

Gives only one star because I can't give less ...

Our cabinet in the new kitchen was destroyed by the so-called "engineer" and the desire for an amicable repair was rejected by the company, the cost of repair is over 500 € or be very careful with the installer EWT there are many other companies that offer the same as those losers. This is how our cabinet was repaired by the EWT "engineer". Without photos, surely many of you would not believe it ...

Had a service 2 days ago, noticed a slight leak, attempted to top up salt, water poured out of filter. Reported this thru the App, EWT didnt call within the qouted '24' hours. I rang EWT, operator told me theyd get back to me. Now getting the usual emails and texts saying I will get an appointment. This is an URGENT problem, needing immediate attention, not an appointment for a no. of days/weeks time. I have never had a problem before with EWT.