Emerald All-in-One Heat Pump 320L EE-HWS-A1-320E

Looks smart, all-in-one design. Maintains the heat very well and only runs for a couple of hours each day to provide sufficiently for a large house. Only slight negative is the wifi connection isnt strong, possibly a weak antenna design, as several other friends have reported the same with their Emerald units. Show details ·  1

The unit work as it designed to do, very happy with it to date. The only negative I have is the unit should have a better designed with the cable location. Show details ·  1

Only had the heat pump for two months. I only have 2 people in the house but we often have family visiting from overseas, hence, getting the 320l model. First day after installation, I suspected it was already a bit slower than expected, took a total of 7 to 8 hours to heat up to 60 degrees. Specially it was in the middle of summer. I have setup… Read more

schedule it to turn on at 10am and off at 5pm to utilize solar. Then the next day, after 2 person worth of usage, the temperature dropped to 48 degrees. It took more than 3 hours to get it back 60 degrees. Not sure if this is normal. The performance isnt ideal but manageable. After about month, it starts to take the whole day to get back to 60 degrees. Three weeks ago, I need to keep it in boost mode to get to 60 degrees. Two weeks ago, I could barely get to 50 degrees with boost active the whole day and I only manage to let my wife having shower. I contacted my installer and he advised to contact Emerald directly. It was on a Friday after lunch when I sent email to Emerald. Didn't get feedback until Monday which is fine. So I called their support number provided by my installer. Staff was polite but response time isn't the best. Staff is difficult to reach and I specifically requested for a call back many many many times, only received email for updates. During troubleshooting, I was told to take a video of a list of diagnostic parameters (just a list of 36 numbers) and send to Emerald for investigation. As an engineer, I am interested in knowing what each parameters mean. Therefore, I asked for descriptions of the parameters but was told they are internal use only. After confirming it being a compressor fault under warranty, I have asked to see if there is a way for me to upgrade to the model with heating element so that there can be a second way to heat up water even if compressor is faulty again. I know it won't fix the problem, but at least I can have some warm water while waiting for repair. My request is rejected even if I offer to pay for price difference.... Which is very disappointing. I don't have too much faith in the product. I got the unit replaced within 7 days after initial contact, the installation was a bit of messy job, I need to level the soil around the unit after the installation. It took 5 hours to heat to 60 degrees this time. This is 3 hours faster than the first unit. This suggested to me that I have been living with a faulty unit for 2 months. Hence, I have been spending more than double amount of energy to keep it running. I have requested Emerald to have my warranty reset since it is unfair to waste 2 months of warranty on a faulty unit. Emerald has also rejected this request. Asking to talk to their manager now. No feedback yet. I have no confidence in the heat pump at this point in time and I don't know when it will fail again.

Furthermore, the Wi-Fi is by far the weakest comparing to everything else I got at home. The app is simple to use but very limited in functionality. it would be good if we can setup scheduler with more logical conditions. I.e. activating boost mode if temperature is below a certain point during a particular time of the day.

P.S. I didn't have shower for a total of 7 days and I was very frustrated the whole time. On the days waiting for a warranty replacement, the water couldn't get above 30 degrees regardless of boost mode or not.

Update: at first, they have rejected my request the restart of my warranty. After requesting to speak to a manager, they have agreed to restart the warranty, which I believe is the least they can do.

Heat pump was installed and hot water was not very hot. Contacted Emerald on 3 occasions and on each one they had no record of who I was or what my issue were. They kept telling me they would get someone to ring me but that never happened. On last… Read more

call I demanded to speak to someone that could help me and I was put through to someone who promised me after our call ended I would get an email with video link on how to fix the issue. That was two weeks ago and still no video. Finally got people I purchased heat pump through to contact them and sort out issue.

Poor customer service that I hope I don’t need again. Not a great introduction to the world of Electric hot water.

Mediation has done nothing to make me feel more comfortable about Emerald. It has probably reinforced there slow and lack of care responses.

I am very happy with my Emerald hot water heat pump, which operates as expected and is very economical to run. The installation went smoothly and the installation team was very efficient and professional. After installation, I had some WiFi connectivity issues with the controller and contacted the Emerald customer service. Their response was very… Read more ·  1

prompt and a replacement controller was delivered within a couple of days after the initial call, my unit is now working fine.

Used it for a month now, beside the first day taking about 6hours for the first batch of water to heat up, it has been working like a charm so far. Water is always kept hot and is able to go through anywhere in a 2 storey house in less than 10seconds. Previously had to wait 30~45seconds for the water to be hot via a gas system. One thing I'm not… Read more ·  1

too sure yet is whether using smart actions to turn on the battery only during the day (10am-3pm) enough to still have hot showers in the morning and keep the Legionella bacteries at bay.

Installed by Austec Plumbing within 24 hrs . It’s been a game changer for a family of 5 . Reduced electricity bill and environmentally friendly. Thank you Emerald Show details ·  1

Great unit, plenty of hot water for all the family now. No more cold shower, for the last one in. Show details ·  1

Great unit works as it should have used the booster once also after multiple family members had showers . Only slight disappointment is the slight drop in water pressure , could be as the unit only heats to 60degrees so the taps need 5-10% more heat side which seems to reduce pressure. Apart from that so far a life family saver . I have changed the shower head has made some adjustments. Show details ·  1

Works well, when it turns on. App doesn't work as intended and turn on the system as programmed. Company has the complaint since 06/05/2025. They told me to get my wifi checked by IT professional and when I told them I was one and gave them all the logs. They have admitted that its the app that is faulty. Still no resolution. Poor customer service. STAY AWAY. Show details

like the aesthetic look of my Emerald heat pump. Work really well and barely notice any noise from the fan. The installer from O'Brian electrical and plumber Rowville did an excellent job. the only downside I can think of is that it does not use Bluetooth and you have to have wifi access point with active internet connection to connect with app.… Read more ·  1

I wish we could control it just like any other connected Bluetooth devices. The WIFI is glitchy and connections quality is poor that can be improved with software update. The app is easy to use however not all the option is available in app that can be accessed on the unit itself. overall happy with this product

Very disappointing. Water finishes very quickly . Only 2-3 people can have a shower a day. It does not start to heat even water temperature go down to 40 degrees. I have to manually start the heater . If you miss it which happens often your water temperature goes down 30 and no hot water comes out. Avoid using this. My suggestion is to use 2 smaller heat pumps. So one runs out other at least there. Show details

Hot water works, software does not – Price was competitive and delivery was fast. Installation was great and the guys were done very quickly. So why only 3 stars? Wifi and the app. both are pathetic. 1. The unit connected to the Wifi no problems, but appears twice in my network and shows very low signal strength (I use the eero 6+ system that I changed to 2.4Ghz to connect the unit).… Read more

2. When I was putting in the electricity prices for the trends, the prices zeroed just as I finished, and now trends show all as zero with no obvious way to reset - at least I can't find. 3. Smart Actions are not intuitive 4. I have a solar system and the Emerald Electicity Advisor, so I decided to get the Livelink to automate the solar savings, AKA Solar Soaker. The livelink does not work, and according to Emerald support, is not working for the time being.