Having a good product that is supported by knowledgeable and helpful people. Ive got two installations now and, yes, Ive had to use the support route a few times. I believe the support model is f... Toon meer
Bedrijf heeft geantwoord
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Lees wat reviewers zeggen
This is an excellent heating system and when I ran into a problem I could not resolve myself their support sorted it out quickly and efficiently, and all for a very small fixed charge. This is great... Toon meer
Bedrijf heeft geantwoord
Had genius controls for our full house infrared heating system,coming up for 2 years....many niggling faults keep showing up on the app....not being an IT compliant 78 year old it can be over complica... Toon meer
I've struggled with this system for several years but now it's time to ditch it and find a better one. I have to a fix a problem almost every day and often find rooms cold or too hot because the hub h... Toon meer
Bedrijfsgegevens
- Elektronicabedrijf
- ook in
- Elektronicawinkel
- Huisautomatiseringsbedrijf
- Radiateurwinkel
- Verwarmingsapparatuur leverancier
- Verwarmingsinstallateur
Over Genius Hub
Geschreven door het bedrijf
Intelligent control of your heating. Control each room independently, control your heating remotely from our App, have the system learn the optimal heating schedule for you! Suitable for central, underfloor, electric heating. Suitable for homes, offices, hotels and much more.
HOW IT WORKS
RADIATORS
UNDERFLOOR
ELECTRIC HEATING
COMMERCIAL
Contactgegevens
Hylton Street 41, B18 6HJ, Birmingham, Verenigd Koninkrijk
- 0121 667 8000
- enquiry@geniushub.co.uk
- www.geniushub.co.uk
3,9
Goed
78 reviews
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The Genius Hub is clearly Top Tech.
This top end technology in heating control has given our household highly adjustable control over both heating and power, providing significant savings in energy costs. I sometimes even take control via the app when I am abroad during the winter.
I find the app to be as user friendly as it needs to be, particularly with the use of ‘The Doctor’ section I can make many corrections to minor hiccups.
However, and most importantly there are dedicated support team members who will stick with you through thick and thin to resolve any issues you may come across.
The cost of a support call may seem a little top end at £20 a throw, but that is not the case in my experience! I have found it to be nothing other than top end in terms of ‘value for money’. I therefore do not have the slightest hesitation in strongly recommending this product and customer support.
20 november 2024
Review zonder uitnodiging
Antwoord van Genius Hub
Hi Jim, thank you for your kind words!
We're always looking for ways to improve, so we appreciate the time you have taken to give your honest feedback and review.
Best regards,
Genius Hub.
Great Service
I am so grateful to the support team at Genius Hub. Nobody likes to have to pay for support, but when you get great service and devoted time until the issue is resolved, it is worth every penny. I was paying the monthly subscription until Genius changed the way they offer support, but I never used it, so am now more than happy to pay the £20 as and when I need it. Reckon I am better off! A welcome change to talk to UK based support that really do know their product. Thank you.
5 november 2024
Review zonder uitnodiging
Antwoord van Genius Hub
Hi Rob, thank you for your kind words!
We're always looking for ways to improve, so we appreciate the time you have taken to give your honest feedback and review.
Best regards,
Genius Hub.
Nothing but trouble
I have installed the system in my home in 2022 and I have spent more than £2000 on Genius hub system components. Since then I have had issues with the following:
1. System showing batteries as full one day for the thermostat stop working the next day due to the empty battery
2. Devices intermittently disconnecting from the hub
3. Devices intermittently not registering the temperature
4. Thermostats giving wrong temperature readings (usually approx. 5-6 C difference)
5. Heating in some zones turns on intermittently when there is no reason for it to be turned on. A couple of weeks ago, a couple of zones in my home turned on at 4AM but the heating is scheduled to start from 6:30.
6. Support avoiding to give you truthful and complete information about the issue. It seems like they are aware of these big issues with the system but can't or won't do anything about it to genuinely rectify the major issues with the system rather than handing out workarounds and quick fixes which are short lived.
7. The system is full of bugs, it's unreliable, support helpless and they charge you money (currently £9.99) to troubleshoot and fix the system faults you can't address yourself.
8. Several times, I have complained and asked to escalate my complaints to someone senior in the company but this was always ignored and never happened.
9. Support was promising fixes which never happened.
10. Batteries getting drained in matter of days.
This is a terrible, overpriced, unreliable heating system which is sold for premium price. You will always have to tinker with it to make it work due to the many bugs in their system and more issues just keep showing up. You can read online reviews and posts on their forum and it's evident that this is a common occurrence. I wish I knew that before I bought this system from them. This way, I'm stuck with £2000+ heating system which is unreliable and they keep milking me with their support fees. The biggest issue is the stress and lost time because you never know whether you'll come home to a cold house or whether you'll wake up in the middle of the night sweating because the heating came on when it wasn't supposed to. The lost time is significant due to all the tinkering you need to do to troubleshoot and make it somewhat work.
If you want a heating system that is reliable which you can set and forget, this isn’t it.
10 november 2024
Review zonder uitnodiging
Antwoord van Genius Hub
Thank you for your feedback it is greatly appreciated.
I am sorry to hear that you have had problems with your Genius Hub system. When the issue is with the Genius Hub installation or a problem with how it is initially set up, we offer support for free and generally problems with how a system is installed are picked up directly with our office in Birmingham in the first three months, during this time we offer unlimited phone and email support.
We also have a free online forum for users which is monitored and is continuously contributed to by our own support staff, as well as a FAQ section on our website with lots of helpful articles and videos on it for the most common support issues. The paid-for email and phone support is mainly for customers who want us to take a much closer and personalised look at their system, to help them get the most from the additional settings on the app, much later on in the time of owning a Genius Hub system.
The Genius Hub is very customisable and we know that this makes it very efficient and appropriate to many complex heating environments, where other smart thermostats cannot provide adequate control. However, this does lead to more settings you can adjust through the app and if our private forum (forum.geniushub.co.uk) does not help please contact us directly and we can see what we can do to help.
Again thank you for your feedback here it is very valuable to us in helping us improve our customer service.
Best regards,
Genius Hub
Where do I begin?
Where do I begin? Bought this system in 2014, added to it over time, replaced a few faulty units. As with many other reviews the system is buggy and for a good chunk of the 10 years I've had it that is absolutely true. Yes, there have been times support did get me going again, sometimes easily other times not. Woke this morning to find all channels had turned themselves into off mode! Last night it was clearer the heating problem we've been having on and off is spooky misinformation between hub system and radiator valve. Lounge radiators not turning on or off randomly despite system saying it's communicating. Graph not reporting correct temperatures (thinks it's been off but has been running my manual set all night :( ). The system does use batteries much more than I would have hoped - not very eco! Every time there's a significant system change required e.g. holiday, summer, winter, clocks change you have to reprogramme all your times/temperatures. Many people including their staff have been asking for profiles right from the early years - no sign they'll ever introduce them. I'm utterly fed up with the system, have been the last 3 years. Despite the expensive installation I will be removing it when I've decided on a replacement system. Don't buy this system you will regret it :(
5 november 2024
Review zonder uitnodiging
Antwoord van Genius Hub
Thank you for your feedback it is greatly appreciated.
I am sorry to hear that you have had problems with your Genius Hub system. When the issue is with the Genius Hub installation or a problem with how it is initially set up, we offer support for free and generally problems with how a system is installed are picked up directly with our office in Birmingham in the first three months, during this time we offer unlimited phone and email support.
We also have a free online forum for users which is monitored and is continuously contributed to by our own support staff, as well as a FAQ section on our website with lots of helpful articles and videos on it for the most common support issues. The paid-for email and phone support is mainly for customers who want us to take a much closer and personalised look at their system, to help them get the most from the additional settings on the app, much later on in the time of owning a Genius Hub system.
The Genius Hub is very customisable and we know that this makes it very efficient and appropriate to many complex heating environments, where other smart thermostats cannot provide adequate control. However, this does lead to more settings you can adjust through the app and if our private forum (forum.geniushub.co.uk) does not help please contact us directly and we can see what we can do to help.
Again thank you for your feedback here it is very valuable to us in helping us improve our customer service.
Best regards,
Genius Hub
Recommended - definitely a high end system!
I’ve used two genius setups, totalling over 40 devices. Though there can be a bit of a learning curve, my experience vs Tado and Hive is that genius is much better. More configurable, more reliable and great controls / tracking. If you stick with it a bit, very recommended and huge energy savings.
4 oktober 2024
Review zonder uitnodiging
Antwoord van Genius Hub
Hi Oliver, thank you for your kind words!
We're always looking for ways to improve, so we appreciate the time you have taken to give your honest feedback and review.
Best regards,
Genius Hub.
Painful
It’s Monday night I’m told the servers get reset every Monday at noon. I’m now sitting here at half 10 at night trying to get the system reconnected. This I a weekly occurrence in my house and it’s so annoying. Customer service is impossible to contact and if you do get them you have to pay €5 to talk to a technician who was definitely the same person I was already talking to. Do not get.
14 oktober 2024
Review zonder uitnodiging
Antwoord van Genius Hub
Thank you for your feedback it is greatly appreciated.
I am sorry to hear that you have had problems with your Genius Hub system. When the issue is with the Genius Hub installation or a problem with how it is initially set up, we offer support for free and generally problems with how a system is installed are picked up directly with our office in Birmingham in the first three months, during this time we offer unlimited phone and email support.
We have a Monday reboot of the hub between 10am-12pm to refresh the server. After the Genius Hub has been rebooted, it is expected to have some warnings/errors on the app, as this is just the wireless network trying to re-establish communication. It should take no longer than an hour for all devices to recover. If there are issue beyond a couple of hours, it might be worth checking if there is adequate communication to the hub and the plugs around the property.
We also have a free online forum for users which is monitored and is continuously contributed to by our support staff, however at this time of the year it is harder to manage when they are working on the front-line support, as well as a FAQ section on our website with lots of helpful articles and videos on it for the most common support issues. The paid-for email and phone support is mainly for customers who want us to take a much closer and personalised look at their system, to help them get the most from the additional settings on the app, much later on in the time of owning a Genius Hub system.
The Genius Hub is very customisable and we know that this makes it very efficient and appropriate to many complex heating environments, where other smart thermostats cannot provide adequate control. However, this does lead to more settings you can adjust through the app and if our private forum (forum.geniushub.co.uk) does not help please contact us directly and we can see what we can do to help.
Again thank you for your feedback here it is very valuable to us in helping us improve our customer service.
Best regards,
Genius Hub
Difficult to get in touch for support
Difficult to get in touch for support. No replies on the forums from the company.
3 oktober 2024
Antwoord van Genius Hub
Thank you for your feedback it is greatly appreciated.
I am sorry to hear that you have had problems with your Genius Hub system. When the issue is with the Genius Hub installation or a problem with how it is initially set up, we offer support for free and generally problems with how a system is installed are picked up directly with our office in Birmingham in the first three months, during this time we offer unlimited phone and email support.
We also have a free online forum for users which is monitored and is continuously contributed to by our support staff, however at this time of the year it is harder to manage when they are working on the front-line support, as well as a FAQ section on our website with lots of helpful articles and videos on it for the most common support issues. The paid-for email and phone support is mainly for customers who want us to take a much closer and personalised look at their system, to help them get the most from the additional settings on the app, much later on in the time of owning a Genius Hub system.
The Genius Hub is very customisable and we know that this makes it very efficient and appropriate to many complex heating environments, where other smart thermostats cannot provide adequate control. However, this does lead to more settings you can adjust through the app and if our private forum (forum.geniushub.co.uk) does not help please contact us directly and we can see what we can do to help.
Again thank you for your feedback here it is very valuable to us in helping us improve our customer service.
Best regards,
Genius Hub
My 1:1 Session
My 1:1 Session to resolve a number of issues was dealt with efficiently, professionally and successfully during the session though 2 issues remained to be completed by me using the guidance provided. With one of these issues resolution was achieved but with the other it was not. I can only get the remaining minor issue addressed by paying for a further 1:1 session but as the cost of this is significant I am waiting until the imminent 1:1 cost drops somewhat. All in all a predominantly positive experience and outcome however I would have thought some latitude would be available in the form of a lesser payment for the 1:1 session needed but at the imminent reduced price - regrettably this was not agreed. A bit disappointing but hopefully resolution soon when I am advised of the new 1:1system being in place. Reverend Marsburg
1 oktober 2024
Antwoord van Genius Hub
Hi Reverend, thank you for your kind words!
We're always looking for ways to improve, so we appreciate the time you have taken to give your honest feedback and review.
I also believe since this review was left, we have updated our support package prices.
Best regards,
Genius Hub.
Terrible room sensors
I have two rooms with the Genius Room Sensor and I seem to be constantly changing batteries. These are not normal AA batteries, this system uses a CR123A battery which is not that easy to get hold of. You can't even override the system and turn the heating on manually without these sensors working so once the batteries do run out it's dead until you put more in.
Whatever you save with the "smart" heating system you spend in batteries. Much better infrared panel heating solutions available that don't have this poorly implemented sensor system.
4 oktober 2024
Review zonder uitnodiging
Antwoord van Genius Hub
Thank you for your feedback it is greatly appreciated.
I am sorry to hear that you have had problems with your Genius Hub system and the Room Sensors. Your feedback here it is very valuable to us in helping us improve our customer service and products.
Best regards,
Genius Hub
Do not install
So unreliable. Disconnects continuously and when you try to reset will not work. Happens weekly. Left being unable to use system! Customer support are very unhelpful, and impossible to get a problem properly fixed.
2 september 2024
Review zonder uitnodiging
Antwoord van Genius Hub
Thank you for your feedback it is greatly appreciated.
I am sorry to hear that you have had problems with your Genius Hub system. When the issue is with the Genius Hub installation or a problem with how it is initially set up, we offer support for free and generally problems with how a system is installed are picked up directly with our office in Birmingham in the first three months, during this time we offer unlimited phone and email support.
We also have a free online forum for users which is monitored and is continuously contributed to by our own support staff, as well as a FAQ section on our website with lots of helpful articles and videos on it for the most common support issues. The paid-for email and phone support is mainly for customers who want us to take a much closer and personalised look at their system, to help them get the most from the additional settings on the app, much later on in the time of owning a Genius Hub system.
The Genius Hub is very customisable and we know that this makes it very efficient and appropriate to many complex heating environments, where other smart thermostats cannot provide adequate control. However, this does lead to more settings you can adjust through the app and if our private forum (forum.geniushub.co.uk) does not help please contact us directly and we can see what we can do to help.
Again thank you for your feedback here it is very valuable to us in helping us improve our customer service.
Best regards,
Genius Hub
Received new additional equipment next…
Received new additional equipment next day, much improved service and delivery, keep up the good work!
1 augustus 2024
Antwoord van Genius Hub
Hi Martin,
Thank you for your feedback! It is much appreciated and I will pass this on to the Warehouse Team.
~April
Genius Hub Team
Paying for Support
The product itself is great. However, the support for this product is only very good if you are computer literate. I totally, totally begrudge paying £5.00 to buy a support ticket to talk to someone when this service should be provided free of charge.
4 juni 2024
Renewed Faith in Genius Hub
UPDATE: Following on from my 2 previous negative reviews I received a call from Alasdair who very patiently & professionally listened to my feedback. It showed the company does genuinely care about the customer experience. I must admit that I have never come across anyone as patient and courteous as Alasdair who genuinely seemed to want to help & resolve my issue. Thank you Alasdair. My issue remains in relation to having to raise a ticket & entering into a chain of written correspondence when I (rarely) have an issue with not being able to turn on or off my radiator values as the system loses connection with the hub. I just want to be able to speak to someone. I do understand there is a 1-1 telephone service but it’s priced at £70 for a 1 hour call. But when I just need someone to log into my system and reconnect a radiator valve that has lost connection with the hub, and which I can’t switch off, I don’t need a 1 hour call at £70. There were no promises that the issue could be resolved but there was a genuine willingness to listen to genuine feedback. I must make it clear that when this system is working, it is brilliant. I wouldn’t want to revert to my old system as the genius hub does save a fortune by being able to individually control the heating in every room in your house. It is an excellent system. I have only ever had 3 ‘major’ issues in 4 years. I just hope that they can offer some after support that is reasonably priced whereby I can ring and get some assistance on the very rare occasions that I need it. Thank you Alasdair and April for listening to me today and for taking the time to understand my frustrations.
30 mei 2024
Review zonder uitnodiging
Antwoord van Genius Hub
Dear Jennifer, It is us who should be thanking you for bringing to our attention so clearly the gap in our current support model. Between the quick and simple email support tickets and the 'deep dive' into the working of a customer's system with the 1 hour one2one, we see there is a type of support of a simple phone call that would be greatly appreciated by some of our customers. I hope that we will be able to bring to our customers an intermediate type of support in the near future. Please keep an eye on our customer newsletters where we would announce this. All the best, Alasdair
Technology
The heaters are great. However, the technology let's them down. Everytime there is an update I get a sinking feeling because they do not run smoothly.
I've have had 3 winters with these heaters and I'm pretty competent at navigating the faults procedure to work out what is wrong. When I am unable to get a result April at Jigsaw always manages to sort out the problem. The trouble with this is April cannot work 24/7 and weekends and I have been left without heating over night. This needs to be addressed.
22 december 2023
Antwoord van Genius Hub
Dear Sir/Madam, thank you for taking the time to post a review of the Genius Hub. I am pleased that you are happy with the system as a whole. We are looking to address the access to our customer support this summer to help address these issues you and other customers are having accessing our support. Where you feel that using our online support tickets does not work for you. I thank you for your feedback on how you think our support at Genius Hub is good, once you can speak with April in this case, and please know that we are looking at ways to make it more easily accessible to all in the coming winter. Alasdair
Great heating system solution
I have been using Heat Genius for 2 years now, and I'm really happy with it. The app is very simple to use, and my heating system can be controlled from anywhere just from my mobile phone allowing our family to use energy more efficiently, and reducing the cost of our bills.
27 april 2024
Antwoord van Genius Hub
Hi Ana,
Thank you for your kind words!
We appreciate the time you have taken to give your review and how your experience with Genius Hub has been.
Kind Regards,
Genius Hub.
Antwoord van Genius Hub
Hi Peter,
Thank you for your feedback about our services - it is much appreciated!
Kind Regards
Genius Hub Team
Delivers a reliable and flexible system…
For me the Genius Hub heating system delivers what I am expecting from the system and I appreciate how reliable and flexible the system is.
12 april 2024
Antwoord van Genius Hub
Hi Johannes,
Thank you for your feedback about our system and how your expectations are met - it is much appreciated!
Kind Regards
Genius Hub Team
My Experience with Genius
During updates, there are often issues with the Genius Hub resulting in a loss of connection and therefore loss of any heating. This inevitably happens during the winter.
There is no way of contacting a person during weekends and holidays which leaves me without heating for days. There should be emergency contact if the Hub suddenly does not work.
4 januari 2024
Antwoord van Genius Hub
Hi Kay,
Thank you for taking the time to leave a review. I cannot find any correspondence from you that we did not reply to.
Our support team mentioned you left them quite positive feedback when you last spoke so we are disappointed that this hasn’t been reflected publicly. We will reach out to you separately to understand why you felt 1-star was appropriate in this situation.
King Regards,
Genius Hub Team
Help is available but fear system may become complicated as i get older and I may not be able to follow advice
When I purchased this system in 2016 there was support available in Ireland. I had numerous queries in the first years and was able to get support over the phone. Disappointed when this ceased and considered having it removed. However in 2023 an angel, Akshay, helped me greatly. The Hub had to be sent to Bermingham and was returned within a week and thankfully has worked well since. When this week there was a problem with the app, Akshay, came to the rescue - his response is always so prompt and he is so patience and explains how to rectify the problem simply. Fingers crossed he will never retire but he could come to Dublin and be available to Irish customers!!
Hopefully my system will continue to work satisfactorily as it is a good system.
8 maart 2024
Review zonder uitnodiging
Antwoord van Genius Hub
Hi Columba, thank you for your kind words! We're always looking for ways to improve, so we appreciate the time you have taken to give your honest feedback and review. Best regards, Genius Hub.
Do not buy this system
Do not buy this system, you need to pay for customer support!! They do not get back to you unless you pay them.
6 maart 2024
Review zonder uitnodiging
Antwoord van Genius Hub
Dear Alan,
We are sorry to hear that you experienced issues with Genius Hub. We respond to all emails that are sent to us at enquiry@geniushub.co.uk. As your user details are not available we can't look into your case but you are more than welcome to contact our customer support if you have a specific issue.
Best Regards,
Genius Hub
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