Liberty Open - Operator & Maintenance Manual
8. EMERGENCY BREAKDOWN SERVICE
The Wessex Customer Care Team is manned between 9:00am to 5:15pm, Monday to Friday
(except public holidays) and field service engineers normally operate during the same hours
An engineer will normally visit site within 24 hours (Monday to Friday) to attend to a
breakdown call, provided the equipment is covered by a warranty or the user (or any agency
responsible for the maintenance of the equipment) agrees that they will cover any costs
incurred.
Calls for assistance outside normal office hours will be handled by our emergency cover service
and every effort will be made to attend such calls within a reasonable time scale (i.e., within 24
hours) – however, there is no guarantee that an engineer can be available during these hours.
During normal office hour’s; telephone the emergency number indicated below and ask for The
Customer Care department. A member of staff will record details of your request and initiate
the necessary actions to resolve the problem.
Outside normal office hours telephone the emergency service number indicated below. The
operator will take details and pass this information to a duty engineer who will then contact
you by telephone to fully assess the problem and to offer a suitable level of technical assistance
to minimise the immediate difficulties being experienced. Where necessary and feasible the
duty engineer will make suitable arrangements to an engineer to attend site as soon as possible
to effect repairs.
The duty engineer is supported by a duty supervisor and duty manager to ensure that contact
with an engineer is always available outside normal office hours. The operator has facilities to
contact all of these people as appropriate.
For further information on breakdown cover and servicing please contact our Customer Care
Team.
Emergency Breakdown Service Telephone Number
+44 (0) 1794 830303
(24 Hour Service)
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