written by RickyAP on 03/05/2016
We have had the MC350 for around six years. I noticed high water in the unit and excessive salt usage. I called an engineer and they came out and said new washers and seals were needed. We went ahead and at a cost of over £100 assumed that was it. We have now had the same problems again and had to have the same thing done again. I noticed this weeks the problem has re-occurred around a year or 18 months down the line. I'm now wondering whether it's better to bypass the softener and give up. I would purchase a new unit but it seems the problem will continue even with the new units.
written by MWHR on 14/12/2015
We had a MC350 fitted four years ago, but never linked it to our high water usage since then, we are on a water meter with a long run to the house so thought we had a slow leak in the pipeage. Eventually a Thames Water engineer was called out last week. He told us the excessive use of water is due to the water softner discharging water, and that he had seen similar problems in the past few weeks. It appears that our water softner has been defective for some time and that perhaps we ought to have spotted this much sooner through salt usage and water overflow. I had assumed that the water level in the brine cabinet was meant to be to the top - the handbook does not mention what the optimum water level should be, only the minimum level of 150mm. We have no visual or audible alarms on the screen. Having contacted Waterside, I am told that the nearest engineer is based in Maidenhead, nearly an hour's drive away, and that he will not be available for nearly four weeks. I wait with trepadation and note the comments of others on this web site.
written by Roger Cull on 04/10/2010
We purchased a MC-350 about six years ago. It was expensive for what it is and it has been problematic ever since, where one has to continually reset it and regenerate the system to keep it softening. Its economical on salt because its so inefficient.
I've just phoned Culligan for a servicing quote and I was astounded at their prices. Option 1. £80 + parts + VAT. Option 2. £150 all inclusive! Bloody expensive especially when you compare it to say Dyson Ltd whose charges are aorund £60 inclusive. DON'T BUY A CULLIGAN!!!!
written by geophysic on 25/11/2009
MC350: One month out of guarantee (but only after 3-4 months' use) the rotator would stop at a random position and depending on the angle, could be running water continuously into the outflow. Traced this to failure of the infra-red position sensor on the rotator, and fixed by purchasing a new pair of sensors (both the transmitter and receiver) from Maplin. A bit fiddly to fix, but problem solved.
Then, after another 6 months, the left-hand side of the display is dead, so the time indication is missing the left digit and the flow sensor indication is dead. This is annoying but doesn't affect the operation.
Then, after two years, the seals began to fail. The o-ring on the bypass valve caused leakage, and then there was another leakage at the top of the main cylinder which caused the salt tank to fill up and overflow.
Culligan's "technical service department" only offer to send an engineer around for a "service" at their normal charge-out rates.
But fear not -- these things are not rocket science, and a bit of perseverance with new O-rings and some water-pump grease will get it working again, although it can be difficult to find the right sizes of O-ring. By the way the "low salt" error is only a reminder warning, there is no sensor.
Written on: 18/06/2012
Dear Geophysic,
As the manufacturer of your MC350, we have read your review and would like to take this opportunity to say that we are disappointed to hear about your experience. As the largest manufacturer of domestic water softeners in the UK, we always stand by the quality of our products. Our confidence in our products is reflected in the fact that since July 2010, the MC Range of water softeners have been supplied with an industry leading free 5 years parts and 2 year on–site labour warranty.
In the last ten years, we have manufactured over 70,000 water softeners, and unfortunately, from time to time, despite rigorous quality control, an odd few do not perform in the way in which we would like. When and if these situations are brought to our attention, we always aim to act quickly to resolve the issue. Owners, plumbers and Installers can contact our customer service department on 01376 344200 where their call and any issues can be dealt with promptly. We take all customer calls very seriously and encourage customers that feel less than satisfied with the service they receive to ask to speak to the senior manager on duty.
Yours Sincerely,
Ian Fraser
Marketing Manager
written by on 20/11/2009
Our Waterside MC350 has been nothing but trouble, unfortunately all outside of warranty. It recharged far too often and then started overflowing and finally I gave up after three floods! I turned it off for a year and then recently decided to have another go. I phoned Waterside and they told me to do a manual regeneration and then all should be OK. Did this and then the keypad brokedown and now they want £100+ for a new keypad which I have to fit myself! Our previous watersoftener from another manufacturer lasted 15+ years with no problems.
Written on: 18/06/2012
Dear Customer,
As the manufacturer of your MC350, I have read your review and would like to take this opportunity to say that I am disappointed to hear about your experience. As part of Europe’s leading water technology group, we stand firmly by the quality of our products and are so confident in the MC range of water softeners that since July 2010, they have been supplied with a no quibble 5 year parts and 2 year on-site labour warranty.
In the last ten years, we have manufactured over 70,000 water softeners, and unfortunately, from time to time, despite rigorous quality control, an odd few do not perform in the way in which we would like. When and if these situations are brought to our attention, we always aim to act quickly to resolve the issue. Owners, plumbers and Installers can contact our customer service department on 01376 344200 where their call and any issues can be dealt with promptly. We take all customer calls very seriously and encourage customers that feel less than satisfied with the service they receive to ask to speak to the senior manager on duty.
Yours Sincerely,
Ian Fraser
Marketing Manager
written by Peterholland on 07/10/2008
Like ALL softeners they do play up from time to time. I used to have a Kinetico and when I changed to a mega flow heating system, it would not cope with the flow rate...let hard water through.
I purchased an MC350, and at first it played up, the engineer called and fixed it (Plumber had set it up wrong!!) and now working perfectly. Uses a lot less salt too!!!
Written on: 21/06/2012
Dear Peter Holland,
We would just like to take this opportunity to thank you for taking the time to write a review on the MC350. Your feedback is important to us and if you have any problems in the future, please do not hesitate to contact our customer service team on 01376 334200 where your call will be dealt with promptly.
Yours Sincerely,
Ian Fraser
Marketing Manager
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As rated by our community of reviewers
Bwtuk's Response to Roger Cull's Review
Written on: 14/06/2012
Dear Roger Cull,
As the manufacturer of your water softener, we have read your review and would like to take this opportunity to say that we are disappointed and saddened to hear about your experience. As part of Europe’s leading water technology group, we stand firmly by the quality of our products and our service team. With many years of experience, our engineers can normally solve most issues in a single visit. When this isn’t possible for whatever reason, we always aim to keep you informed as to the reasons why. Our engineers are friendly and approachable, but if you would prefer to speak to our Customer service team instead, then they can be contacted on any working day between 8.30 and 5pm on 01376 334200. At the end of a call or engineers visit, if you feel less than satisfied with the service you have received, please ask to speak to the senior manager on duty who will personally deal with any remaining issues you have.
Yours Sincerely,
Ian Fraser
Marketing Manager