Navien UK Reviews 

Had boiler difficulty this morning and the customer service department was great assisting. Navien technical department had a guy ring me called Aubrey and he talked me through the problem. A calm voice on the phone and clear instructions. It was as if he was in the room beside me. Such professional attitude and character. You want to promote this guy or give him a pay rise. Hold on to him he's valuable to your company. Dependable to call on. Thanks for your help. David Allen.

Back again with another issue.
(FYI Navien never managed to resolve my previous issue either)

I emailed for support on Friday (11/09/26) and followed it up on Monday when nobody replied. Unsurprisingly, I am still waiting for a response.

This boiler was already in the property when we bought it and, if I'm honest, it has never been a product I would recommend. The support used to be just about acceptable, but recently it seems almost non-existent.

Navien proudly advertises a 10-year warranty, but that is of little value when contacting customer support is apparently harder than spotting a flying pig.

I'll be trying the phone today instead. Wish me luck, because I suspect I'll need it.

The problem with my combiboiler was identified and resolved in 24 hours. Great service from Navien and Naviens engineer John Higham who fitted the new pump. He was friendly,polite and knowledgeable.

Very pleased with the service I received from Navien. With in 24 hours the problem with my combo boiler was identified and repaired. John Higham Naviens engineer was great, polite and knowledgeable.

Navien technical team diagnosed the problem on the call, part was ordered and John Higham fitted it within a few days. John talked me through what had happened and how the flow worked, thankfully it was all under warranty. You have restored my faith in trades people as John was very professional.

professional polite

We’ve had a repeat error code issue with our boiler. Contacting Navien has however been a very positive, and first rate experience, which really stands out. The team , particularly the Technical advisors, have been very helpful in resolving issues - a site visit by an engineer now awaited.

Terrible experience, boiler breaks down continually. We put in a Navien oil boiler, every 3 weeks it goes out at best but often it can be up to 10 times a day,same thing on the display, exhaust blockage, Navien send out an engineer often a gas engineer or someone not qualified; they are not able to solve the problem. Instead of giving me a direct dial in case of further issues same old call centre routine. They are not able to fix the problem clearly. On the bright side Aubrey is a good guy, he does his best but if the product is not up to the job it is clearly not fair to blame him for matters outside his control.

Aubrey was very knowledgeable and friendly and helped us get back up and running in under 10 minutes. Super star

Customer service are polite, well mannered and helpful.
The engineer I spoke with (Aubrey) was knowledgeable and easy to talk with.

As a merchant, I’ve been really impressed with Navien. Their products are well designed and reliable, but what really stands out to me is their marketing.

The promotional materials are always clear and make it easy to understand the products and explain the benefits to customers. You can tell a lot of thought goes into supporting merchants and giving us the right tools to sell the range.

Overall, a great brand to work with and one I’m more than happy to recommend.

from my first call to customer service, to the technician and the visiting engineer (John Higham), communication could not have been better. I contacted CS mid morning and by early afternoon my boiler problem had been resolved.
We don't have the best working environment - boiler in the loft space - but the engineer just got on with the job, fully explaining what he'd done to resolve the issue.
I'm the first to complain when service is bad, but today the service, from start to finish, could not be faulted. Thank you

03/08/26 - Terrible customer service, call backs not completed as guaranteed, incorrect telephone numbers provided to engineers.
4 days until an engineer actually attended my property, fault reported as fixed, this lasted less than 3hrs. Second repair lasted 4 days, 2nd engineer (fourth visit) found an external valve broken so Navian informed me this wasn't covered by boiler warranty as external to the unit, despite the first engineer saying they'd switched this on and off, valve had been fully operational to this point.
7 consecutive days without hot water, thankful warm weather has negated need for heating as this is also dependent on a functioning boiler.
04/08/26 - update: as requested I have emailed Customer services directly twice today and received no response. I have been advised that an engineer will not be available until 07/08/26 this is a further 5 days without hot water. So far I have lost earnings due to taking time off work for engineers who do not turn up and currently have spent nearly 4hrs on the phone trying to sort this issue.

After a difficult conversation with the initial contact agent, whom couldn’t move on from being fixated on getting the gas distribution company to call out. That’s despite being told there was no external leak as defined by the installing engineer.
Transferred to Aubrey in tech services. What a difference. Aubrey’s pleasant demeanour and courtesy was refreshing. He listened to my issue. Aubrey gave advice to resolving my problem. He arranged a service visit to rectify my issue.
Aubrey is a credit to himself. Navien should appreciate his level of customer service and customer courtesy.

As an installer I have installed 62 in total over 2 years I've had very little problems with them to be quite honest the only 3 issues I've had with them
1 is the customers who messed with the controls and didn't know what they had done I had to do a manual reset to resolve the issue,
2 on a yearly service there was an issue with the spark electrodes and had to get warranty out which they came out the next day (this is the only actual issue that was directly an issue with the boiler)
3 the prv was passing which was because the customer had over pressurised at the boiler and a bit of debris got stuck in the prv keeping it open which just required a little clean out
Overall that is a fantastic result in my opinion as on other brands I was coming back to the boiler on average about 1 in 15 and the issue something I was not able to resolve and had to go through warranty like the PCB board broken and you look like a pillock when you've just installed the boiler and doesn't work through no fault of your own

I'm very happy with the fact that the boiler comes with a built-in filter on the mains cold water and the return to protect the boiler you still need to put on the the magnetic filters and limescale reducer to comply with part l

I only have 2 issues with the boiler that are negligible
1 the prv comes with a compression nut and olive to connect but you can't get pipe in to connect so you need a coupling to connect
2 on the system boiler the return valve has an open end which needs capping off and it doesn't come with the cap
Only real issues with these is if you have a bad memory it's a part that is easily forgotten to get with installing the boiler and then you have to go back to the shop to get it taking up more time

I will say I'm looking at replacing boiler at home soon and I will be installing a navien I have installed them at my parents and family too

Spoke to a gentleman named Aubrey. He was very friendly with excellent customer service. He helped me setting up a hive thermostat to a Navien boiler. He was very clear, friendly and patient. He answered all my questions, and went above and beyond to ensure I was satisfied. He is a great asset to the company best customer service I have had. Thank you so much.

I’ve had a mixed but ultimately positive experience with my Navien boiler. Shortly after installation, we encountered an issue where the tap water was overheating. This took two visits from a Navien engineer to resolve.

Not long after, a separate issue developed where the system produced a loud squeaking noise whenever the hot water was turned on. This was more difficult to diagnose and required multiple visits (around five) from John, the assigned Navien engineer.

I want to specifically highlight John, who was consistently friendly, professional, and patient throughout. Although the issue took time to resolve, his attitude and commitment never wavered.

Eventually, the UK Service Delivery Manager became involved, and the problem was successfully fixed on the following visit. In total, it took around 10 months from installation to full resolution, in part as the problem took weeks to reoccur after a fix was attempted.

While the time taken was longer than expected, Navien remained professional throughout, communicated clearly, and stayed committed to resolving the issues. That level of persistence gives confidence in their customer support.

Overall, a good product supported by a team that takes responsibility, even if it takes time to get there.

Absolutely amazing customer service. Casini went above and beyond for me to get things sorted can't thank him enough

CASINI IS AS LEGEND
I couldn't get through to the 'sales team' but I did get call back. Casini called me back. The reason he didn't answer originally is because he was on his lunch break and NO ONE ELSE IS HIRED TO WORK WITH HIM!
Casini's really doing gods work, pay him more!

A prompt and professional service from the onset, our engineer diagnosed and fixed several faults with the boiler. I would definitely recommend.