9
A qualified field service engineer is available to attend a
breakdown occurring during the stove's guarantee
period.
The stove must be made available for attendance
during normal working hours, Monday to Friday.
How to report a fault
Step 1
Contact your installation or service engineer, who
should assess the unit and works carried out on the
appliance prior to requesting the attendance of an
engineer.
Step 2
Please note that upon attendance by an engineer, a
charge will be made where:
The engineer finds no fault with the stove.
The cause of the breakdown is due to parts of the
system not supplied by the manufacturer.
The cause of the breakdown is due to incorrectly
fitted spare parts, or third-party spares not
designed for use with the stove.
The appliance has not been installed and
commissioned by a qualified engineer as described
in these instructions.
The stove has not been serviced annually since
installation.
The breakdown occurs outside the guarantee
period.
The appliance has not been maintained correctly.
The breakdown occurs due to use of the appliance
not sanctioned by these instructions.
The breakdown occurs as a result of work on the
appliance by an unauthorised third party.
Important:
Invoices for attendance and repair work by any
third party will not be accepted unless authorised in
advance.
Technical Assistance
A team of trained technical advisors is available to
discuss any problem with the appliance. In many cases,
the problem may be solved over the telephone,
eliminating the need for an engineer's visit.
Before making contact, please have the following
information ready:
The appliance serial number or your unique
customer identification number (issued upon
registration of the appliance). The serial number is
located on the underside of the stove, at the front.
A description of the fault and any unusual
behaviour by the appliance before the failure
occurred.
The installation and commissioning dates, and the
details of any annual services.
Important note:
Over 50% of all service calls are found to have no
appliance fault.
Appliance Serial No.: ___________________
Cust. ID No.:
______________________
Installation Date: ____/____/____
AFTER-SALES SERVICE INFORMATION
Service and Technical Support
Tel: 01934 750500
Hours of Business
Monday–Thursday: 8:30am – 17:00pm
Friday: 8:30am – 14:30pm
