I thought might be a chance that someone has had an issue like this on here.
Basically the supplier/installer of my ASHP is being difficult / refusing to give the details (username/password) for the login to the service/admin/setup of the ASHP. Advising that they say who and who can’t carry out maintenance and make changes to the configuration. They also happen to charge 2-3 times as much as other ASHP engineers for a service.
I was thinking about sending them a Subject Access Request, has anyone been in a situation like this? Did you manage to get the details so maintenance and changes could be carried out?
That’s ridiculous! You own the equipment, you should be able to get full access to control it and choose who services it. Maybe try contacting the manufacturer, maybe they can give you access?
Do you have legal title to the goods? And proof of payment?
If so, write them a letter that explains that you now own the goods with clear title; and expect to be furnished with all information required to make use of the goods, as per your contract which makes no explicit mention of a username and password being withheld and the goods being vendor locked to a specific installer or their authorised agents for the life of the asset; and in the event the goods inclusive of username and password are withheld you will be left with few options other than to begin both criminal (extortion) and/or civil (replacing the unit with one whose credentials are made available then suing for costs) proceedings.
Copy MCS. Copy their consumer relations arbitration nonsense company. (RECC?) Demand that the installer is struck off with immediate effect for failure to follow their requirements. (clearly presented pricing and terms)
Ring 101 and explain that you’ve bought a car for a few thousand and paid but the vendor is refusing to give you the keys. Then re-explain that this car has no wheels but costs about the same and the legal situation is the same. Ask if they wouldn’t mind having a word. In a rural scenario they might well have a quiet word advising the installer to make some smart choices quickly.
Above all smile like somebody who has done this before and will enjoy stringing out the little gangster in court when the time comes. It makes them nervous enough to doubt themselves.
Have tried contacting the manufacturer when trying to get details of the modbus settings, but they referred me to the installer as they won’t deal directly with customers. Thanks
Interesting suggestions, I will try your initial thoughts along with an SAR and see where that gets me. I’ve dealt with a previous issue with NAPIT who are clearly on the installers side. (they’d failed to install a meter, then took like 4 weeks to do it, once they accepted they had too). So they don’t fill me with much confidence.
But the option to bill them via the small claims court (?) for a replacement heat pump sounds like it might have some milage.
