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4.8
Smart User
Verified74 reviews
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Absolutely disgusting customer service. They installed 4 units that don’t work and continually cancel appointments to come and fix a brand new installation that does not work. Do not deal with this company save your money and deal with reputable dealers!
I received a quote from the installer and decided to proceed with the battery installation. However, when the time came, I was informed that they do not provide service in my area. Essentially, the job was cancelled without any prior notice. This… Read more
was very disappointing and unprofessional. I would not recommend Smart User for their services, as this experience reflects a lack of communication and work ethic.
Follow-up · Their explanation was that they do not provide services in my area. However, the quote was still received by their team member/contractor via email, and it took them one week to provide the quote.
They were great when installed and after service for a coding problem, but unfortunalty the problem is still happening and they have ignored my last email. Having to turn off and on again to reset the system is getting very annoying. I really to… Read more
hope they get back to me as I don't want to have to take it to the ombudsman to get sorted. Very disapointed
Follow-up · They have been in touch and have returned and thankfully fixed the problems. The gentleman that came was very informative and explained what he had done to find a solution to the problem. I had read that it needed a new mother board but that was not the case. It was something that hadn’t been plugged in when installed. I haven’t had a problem since.The air conditioners are fantastic.
Reviews with attachments
Wednesday The contractor sent me a text at 10:13pm Wednesday night telling me he would be up to 2 hours late, arriving at 10:30am the following day instead of 8-9am as discussed. Thursday The Gas contractor arrived at about 9am to do his work, but no-one was there. There had not been communication to him, so he went and did another job in Point… Read more
Cook and returned later to do the job. Between 1 and 3 contractors at different times were in the house working until 9pm, before telling me they could not complete the job that day because there "was a screw missing". I asked them to show me what they meant, they pointed to what I think was a gas line connector and indicated it was broken. I have emailed asking for clarification on what was trying to be described. The contractor said they couldn't finish the job and could come out tomorrow afternoon. I explained that I do not have availability Friday afternoon for them to come and "finish the job"... They said they needed another 2 hours. to complete the job. The contractor said he would be here at 8am Friday, packed up most of his stuff and left.
Friday
8:10am the following morning I receive a text explaining he forgot he had an air conditioner to deliver this morning, and someone will be in contact with me when someone can finish the job. Explained yesterday he started late because a colleague quit and his replacement needed help getting started
Receive call at 9am from smartuser, saying the reason start late yesterday was 2 people called in sick. Company cant get anyone here until 2-3pm. Times are confirmed via text message with Alex.
9:20am I receive a call from the initial sales rep ([Name Removed]), explaining that if installation is not finished, I can contact the service department.
Message at 2:42pm from the senior contractor saying his team will be here at 3:20pm.
Contractor arrives at 3:45pm, no english. He works until his colleague gets here at 5:15pm Senior contractor arrives at 5:15pm, says he needs 2 hours to do the work. (Still). Minimal English from the team, so no communication.
At 7:30pm the contractor attempts to tell me he is done, however I tried to turn on the units and he says his colleague needs to come and do more work, because he did not arrive with the appropriate tool.
After persisting for an ETA, he called this colleague who told him he would be here by 8:10pm tonight. At this time, the senior contractor also informed me that he had lost one of the remotes. and he will need to post one from the office.
After this, the team then proceeded to attempt to leave without taking away the old units.
Damaged paintwork.
The next contractor turned up at 8:10pm. The first 2 contractors sat in their van in the front until 8:10pm when the colleague with the tool arrived. Work was completed by 10pm.
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very poor quality product (promised me install TCL and installed Silicon which i never asked. .. not done or finished work as promised still waiting to connect power in this winter time .... very dissappinted literally cheating public ....
Good quality, impressed – Installed 5 units of the Midea system through Smart user. The salesperson Ajay was superb. Very professional, gave me multiple options and expedited the entire process. Quite impressed with the Midea system. Quiet and efficient, heats up the entire house effortlessly.
Smart User AC – Good Product good service. Good price under the VEU rebate
Latest follow-ups
I've installed a reverse cycle 4 system in Jul 2025. It's very cost effective installation with the government rebate. Communication and execution were well coordinated without surprises. However, after 4 months of installation, I discovered one… Read more
of the broken tiles caused by the installation resulted in a huge leak into my guest room. This caused huge damage to the furniture and ceiling. I seldom go to the room as it's only for guests and there wasn't huge rain pour during the period. I spoke the the after sales - Vincent. We negotiated a compensated price where both agreed to close the case and I paid for the repairs and replacement. I'm extremely grateful to the aftersales service of Smart User. Not only they took responsibilities after 4 months, they assure me they will look after my interest during my first escalation. They can brushed off responsibilities giving excuses it's already four months into the installation; but they didn't. Also, I called them again telling them there was some lighting issue before the storm and is completely off. They sent someone onsite to fix the problem without arguing or pushing any responsibilities. To be honest, this is the best after sales company by far, I've ever dealt in the last 20years in Australia - much better than many big organisations I've engaged.
I've no hesitation to recommend this company to anyone, especially their service is extremely professional and in another league: from sales, installation and especially aftersales.
Follow-up · The leak and lighting were fixed from the compensation by Smart User. They took accountability for the broken tile. To be honest, I’m extremely impressed by their professionalism and after sales service.
Recent reviews
Smart User brings good products and good service with hardworking installers. I am updating my review today. The above comment was made on the day of installation requested by one of the installer. Everything seemed fine on that day until a couple weeks later after heavy rain that I discovered water leakage from the roof where they had cut a… Read more
hole to put the hose and wiring through. The sealing was not done thoroughly. And later I was told by a roof cleaner that the installation wasn't done properly. A proper "Dektite" wasn't used. Smart User still claimed the installation is up to required standard but I don't agree. They only sent the installer out again, after several phone calls and emails from me, to put more silicon around the hole to stop the leakage. After 3 times of doing this, the leakage had stopped for the moment. However, if a proper installation at the beginning with the Dektite kit will prevent this from happening. It is the matter of cost savings as the Dektite cost some money but I found out that was less than $100. I would rather pay a little bit more to have that done properly. Silicon is not permanent.
Today Ray's team from Smart User helped me install 3 air cons , and they were very efficient and careful with installing. We are very pleased with their work today and they were very helpful with answering any questions or queries we had in regards to the air-con. We will definitely be recommending them to friends and family.
The worst service I’ve ever experienced in Australia. They installed a Smart User brand air conditioner at my property less than a year ago, and it’s already full of faults. It constantly shows errors and most of the time doesn’t work at all. I’ve tried resetting the system several times, but it still fails. For the past three months, I’ve been… Read more
chasing their support team with no luck. Every time, they just say, “a technician will contact you,” but no one ever does. Meanwhile, they cut off my gas heater completely, leaving me with no heating during freezing winter days. I was forced to buy an electric plug-in heater just to survive, which cost me even more.
I’ll be raising this case with Consumer Affairs Australia. Their product is unreliable, full of errors, and their after-sales service is nonexistent. Funny enough, if you contact them for a new enquiry, they reply within seconds—but when it comes to service or support, there’s no chance. Absolutely terrible company. I would never recommend them.
I purchased a multi split system air-conditioning. Waiting on rectification of the installation from 3 weeks ago. Will be updating the review upon completion of rectification. I'm still waiting for all the problems to be resolved. Damage to house and garden, poor installation, units not properly installed, out of level not properly supported, wiring a mess unsecured/unprotected, and messy hazardous asbestos dust created and not cleaned up.
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Smart User Split System Heating and Cooling – Fantastic team at Smart User. From the first interaction in Sales and then ongoing support from the Bookings team, the professional installation team who explained exactly what they were doing on the day, and the products themselves which work perfectly for both heating and cooling. Very happy to recommend Smart User for upgrading your heating and cooling systems. Show details
Smart User provides the most reliable and quiet cooling ever.
very professoral service with all staff from smart user. also very kind people.
Smart User's quick cooling performance is impressively efficient, thx guys.
Thanks for the good work of art installing the AC units and nmmy Rowville House, Thx Smart Users .
Smart User really a helpful company, they send a amazing installation team to my house.
Our Smart User AC has been a flawless investment in comfort.
Our Smart User AC has been a flawless investment confort.
The air quality feels fresh with Smart Usar's advanced AC.
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Set the perfect temperature effortlessly with Smart User. Highly recommended!
I Won’t use this company any more. •The after-sales support is quite unprofessional and dismissive.
Best decision for choosing Smart User, helps me get a worry-free AC system.
Choose Smart User for a reliable cooling and heating, smart home.
Smart User did really a good job, thx you Ray’s team.
Smart user have been very helpful and been smooth . Great installation team !
Smart User’s air conditioner refine intelligent cooling & heating for you.
Smart user is Very professional service. Trades arrived and finished ontime. Left the site clean and tidy.
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