After Sales & Support.
We pride ourselves on the quality of our after-sales care. We want you to be delighted with the work we do for you so that you will recommend us to your family and friends. The majority of our work comes as a result of referrals from happy customers, and the only way we can sustain that is by continuing to keep our customers happy!
We will provide you with full training on how to run your system, and we include the first year of support as part of the installation contract. At the end of that first year we will offer you the option of our own service, maintenance and extended warranty package, or you can opt to pay as you go.
After sales support & servicing
Technical, maintenance and service support will be provided from our base in Cramlington where we keep stocks of all commonly used spare parts. The factory also carries huge stocks of spares and will air freight out most parts within 48hrs.
We can also offer remote access, monitoring & on-line maintenance at additional cost if required.
We aim to attend site within 24 hours of an issue being reported to us and wherever possible on the same day. Some issues may be diagnosed and resolved over the phone but a site visit will always be made where necessary. This service is available 362 days per year; Christmas Day, Boxing Day and New Year’s Day being the only exceptions – but if you do have a problem on these days, then please still contact us and we will assist if we can. All of our service engineers are provided with 4WD vehicles to ensure attendance even in poor winter driving conditions. Click here to visit our servicing page for information on the cost saving servicing packages we can offer you.
All components are covered by manufacturers’ warranties – normally of 12-24 months duration, and 5 years in the case of the boiler heat exchanger.
We offer an optional 10 year warranty called our 'Power Package', a popular choice with our customers. It includes;
Annual boiler service according to manufacturer’s checklist.
Next day breakdown callouts.
10 year warranty on all parts installed by us.
To offer you additional peace of mind, our warranty is underwritten by IWA Deposit and Guarantee Insurance. For more information click here.
Service and repairs to others installations
The sudden increase in numbers of installers fitting biomass boilers over recent years has led to a number of poor quality or plain incorrect installations. In order to obtain full benefit from the non-domestic RHI a boiler has to work for the full 20 years covered by the tariff, and it of course makes sense for it to work as efficiently as possible.
We are often asked to rectify and service installations completed by other installers and are happy to do so where we have engineers who are factory-trained by the appropriate manufacturer. At present we are able to service a range of different manufacturer’s products including KWB, Herz, HDG, Solarfocus, Effecta & ETA, and are happy to look at rectifying/repairing installations no matter whose boiler is installed.
If your installation is not performing as you expected it to, and/or your original installer is not prepared to put it right for you then please contact us and we will endeavour to assist. Click here to visit our servicing page for information on the cost saving servicing packages we can offer you.