Zip Water UK Opiniones 

lack of time to reply, quite a time before you can get to us.

Engineer is always professional and polite and is extremely knowledgeable. Customer service is also good, quick to respond.

I can’t comment on Zip Water’s products or services because I’ve never used them, but based on my experience with one of their employees, I certainly wouldn’t be rushing to give them my business.

One of their employees opened the door of their work van and dinged my car. Rather than apologising or acknowledging what had happened, he simply looked at me as if it was somehow my fault and carried on.

What makes it even more frustrating is that he was wearing full Zip Water uniform and was driving one of their work vans, registration **RO23 NYU**, so there was absolutely no confusion about who he represented.

Accidents happen, but having the basic courtesy to apologise costs nothing. The attitude was rude and completely unnecessary. I have no idea what Zip Water’s products or service are like, but if this is how they expect their employees to behave in public, they clearly have some work to do when it comes to customer service and professionalism.

Good prompt service - fixed the problem

The appointed engineer arrived on time and was fully equiped to complete the repair to our boiling tap.
The engineer was very plesant and effecient in his duties.He was very respectful of our situation and left the work area clean and tidy.

Efficient polite from initial call to engineer attendance

It was easy to get through to you, and everyone is friendly & knowledgeable, the engineer contacted us before turning up and was on time.

Colin turn up on time and performed the service expertly.

Booked in a day earlier than originally stated and was completed in a timely manner

The chap who came was very professional - got on with it he was efficient, polite and friendly!

You eventually mended my Zipwater machine after it had been seriously damaged by one of your engineers doing a service on it. The repairer dis. Good job but I felt the time it took for Zipwater to complete this repair was not as good as usual!

It took 24 hours from reporting the fault to getting it resolved with the engineer. Excellent service.

All good with replacement installation. Thank you.

UPDATE – 11th September 2026

Following my original review, Richard, one of Zip Water’s National HydroCare Managers, contacted me directly with a detailed response. I appreciate how quickly my concerns were escalated and the openness of his explanation.

Richard confirmed that the recent delays were caused by increased regional demand, long-term sickness absence and engineer training. He also confirmed that:

• Zip typically aims to attend HydroCare Plus reactive call-outs within 48–72 hours, where possible;
• HydroCare Plus customers are prioritised ahead of standard chargeable service requests;
• our call-outs were reviewed and had been allocated the earliest appointments available at the time; and
• the contradictory information we received about our six-monthly servicing will be investigated.

I have therefore increased my rating to three stars to reflect the prompt and constructive response from Richard.

The engineer Chris arrived today promptly for the scheduled works on two of our taps and the issues were resolved before he left.

While we appreciate the extra six months extension on our contract free of charge, we hope service levels return back to next day or 48 hours maximum for an engineer to come to our site so this doesn't affect our business.

ORIGINAL REVIEW:
We are extremely disappointed by the continuing decline in service from Zip Water.

When Kite first started using Zip, an engineer would generally attend within one or two working days. We now pay £5,937.61 plus VAT annually (£848 per unit) for HydroCare Plus cover across seven units. This plan promotes “fast and reliable service”, unlimited reactive callouts, six-monthly servicing and “priority response”.

Unfortunately, the latest delay is not an isolated occurrence:
• An issue reported on 22nd June was not booked for attendance until 30th June.
• An issue reported on 9th July was not booked for attendance until 14th July.
• A fault reported on 2nd September was not booked for attendance until 11th September—a wait of seven working days!

In the latest instance, we have no instant hot-water drinks facility available for our staff. No troubleshooting support has been offered, and we have not been offered an earlier appointment should a cancellation become available.

There is no published attendance target explaining what “priority response” means. If a wait of up to seven working days is considered priority service, how are HydroCare Plus customers distinguished from standard customers, and what meaningful benefit are we receiving for the amount we pay?

We would like this complaint formally escalated and ask Zip Water to:
• Explain why its response times have deteriorated so significantly
• Confirm its attendance target for HydroCare Plus customers
• Explain how priority customers are distinguished from standard customers
• Confirm how priority was applied to these callouts
• Offer an appropriate service credit or other remedy for the disruption and overall level of service received

A separate issue from the callouts; we have also had to remind Zip about the six-monthly planned servicing included within our plan. When we queried why the next service was scheduled a full year after the previous one, the response acknowledged that our plan included two services per year but continued to advise that the next service would not be due until September 2026. This contradictory response suggested that the person dealing with our enquiry did not understand our service plan or what we were querying.

We would welcome direct contact from a senior member of the team to resolve these repeated service concerns.

Regards,
Jocelyn Hibbert
Kite Packaging Ltd

The Engineer was friendly, competent and timely.

the actual service was great , however trying to pay for the service was a big problem

Great service - engineer is always very professional and accommodating

The gas for the sparkling water had run out, which was due to the setting being set too high and caused the bottle to empty too earlier. I shared this with customer service and sent us replacement bottles which arrived within two days.