Hail Jackie(from Sales)
Hail Jackie(from Sales).
We had no hot water because of NBN problems and Jackie took the time to help us manually turn our hot water system back on. We are so grateful Jackie. Thank you. 🙏
August 25, 2026
Unprompted review
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3.4
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2 reviews
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Emerald Heat Pump
Through an installer I bought an Emerald Heat Pump. After four months the heat pump started tripping off. Emerald had no mechanism in place to service the heat pump in SA.
I had no contact for 24 hours after I made a service call.
They send parts to my house - this took 3 days. They didnt even bother to track it.
They tried several contractors - including one that came to my house and told me Emerald weren't paying them enough to fix it, another told me they had no paperwork so wouldnt attend, and one great guy that did manage to fix the PCB and display monitor (this is 5 days later) but couldnt connect the heat pump to the wifi.
There was no support available for the technician so they had to leave. We rang at 830am and no technical staff start until 930am.
It is hard to ring through to Emerald at the best of times as no one answers. They dont have the resources to service a warranty and all in all is has been the worst customer experience.
The bottom line is dont buy this product if you are not in a location where they can service. In therory the product is a good one except that the PCB and display monitor needed replacement (the cover to display monitor let water in).
Its been over a week and I am still trying to get this up and running fully. They just dont seem to have the capability to support warranties and maintenance - perhaps outside of Sydney.
August 18, 2026
Unprompted review
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