"Stainless cylinder failed after 3.5 years"

I had an Air source heat pump installed by Hero renewables in October 2016. This included a brand new stainless steel hot water cylinder from Whcylinders.

In mid 2020 I noticed that water was leaking out of cylinder casing. I was told I had to remove the old cylinder and buy a new cylinder. I then had to return and the old cylinder and if Whcylinders deemed it was a manufacturing fault I would be reimbursed under the warranty.

I received a photo which showed that the welding had failed and was advised this was normal.
corrosion and not covered by warranty.

I used a professional installer, they used the correct additives, and I had the system and the additive serviced every year.

I am now praying the new cylinder does not fail again after 3.5 years.

REPLY
I need to be clear that the additive was to the hot water coils as per manufacturer recommendations and not to the hot water in the cylinder.

We are a retired couple so our water usage is not high.

I was offered the opportunity to view the cylinder but I am not qualified so I looked for an expert witness who wanted between £2,000 and £3,000 to carry out the necessary tests. This did not make sense as the warranty provides for the cost of replacing the cylinder £882 and £250 labour. Which meant it was not economic to carry out the inspection.

"I bought two Thermal store cylinders at…"

I bought two Thermal store cylinders at the same time had them installed in deferent parts of London,they both failed under two years a week apart.WH came and collected one cylinder to carry out a test which took over a month to get back a result.

Results came back and they put it down to lime scale in which I think they used a CHEAP material to make the coil.

I had used different manufacture in the same time frame and even before WH in the same buildings and those cylinders are still going without any issues.

Know I have ended up with two faulty cylinders with very long warranty which means nothing.

"WorldHeat are a great team of people."

Mark and Peter at world heat are very good they make cylinder and buffers to our requirements as our job are not always right size plant rooms to fit conventional cylinders.
The team in sale and account have very good at understanding the clients needs.
As company we would highly recommend them to supply to anyone out there.

"Dodgy business practices"

I haven't used the cylinder that was supplied so I cant comment on the item itself - it could be a quality product for all I know, but I am disgusted by their "customer service".

I called and spoke to Peter SIdebottom - a director there apparently.
The cylinder heater is the wrong solution for what we want, so when it arrived I spoke to the plumber etc and we agreed it needed to be returned. I call and am told by WHC that "They will charge me £200 to return it as a re-stocking and transport fee LESS any damage to it." (it cost £300+ initially)

I repeatedly told him it was unused and unwrapped, still on the pallet and mid sentence he says "Yeah mate, goodbye" and hangs up on me!

So, now I have a tank thats brand new but useless for me and I can't (in practice) return it under these terms as it's simply not financially viable.

Would I buy from them again? No. And not because of their products but because of this cock and his attitude. Bad move.