MX GROUP GUARANTEE SERVICE POLICY
In the event of you needing to contact the MX Group Customer Care Department, the following
procedure should be followed:
1.
Before telephoning on 0845 505 2211 the MX Group Customer Care Department you
should ensure you have the model number (printed on the valve) and date and proof of
purchase your contact details and the postcode where the unit is installed.
2.
The MX Group Customer Care Department will be able to tell you whether the fault
can be simply rectified by the provision of a replacement part or arrange an on site
visit by a Qualified Service Engineer.
3.
If a service call is required it will be booked and the date of the call confirmed. You or
a representative (over the age of 18 years) must be present during the entire
engineers visit. The engineer will not be able to repair or replace or advise on parts or
products not supplied as part of the product.
4.
A charge will be made in the event of a service call aborted by you, but not by us, or
where a call under the terms of guarantee has been booked and failure is not related
to product supplied by MX Group (i.e Scaling and furring, incorrect water pressure, or
other plumbing problem unrelated to the normal function of the products).
5.
If the product is no longer covered by the guarantee, a charge will be made for the site
visit and for any parts supplied.
6.
Service charges are based on the account being settled when the work is complete.
The engineer will request payment. If this is not made on the day or settled within ten
working days, and administration charge will be added.
SPARE PARTS
In the event that parts or maintenance is needed outside the guarantee MX will endeavour to
help with this. Spare parts codes are given in the fitting instructions. By calling the Customer
Care Department on 0845 505 2211 with the part number, they will be able to quote you to
supply these parts.
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