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Service Request

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Please complete the Service Request Form below to report that your product is not operating correctly. The request will be processed under the terms of the Manufacturer's Warranty you were provided at the time of sale. It is important that you complete this accurately.

There are many things that aren't covered by the warranty and where this is the case you'll have to pay for the service call. It's therefore important that you consult the instruction manual before the technician arrives to ensure that the fault you're reporting is covered by the warranty.

Common exceptions may include the following:

  • Misuse
  • Location problems (e.g. room temperatures/ventilation/positioning)
  • Failure to clean or maintain the product according to instructions.
  • Incorrect, poor or faulty installation/reassembly
  • Poor or faulty services (e.g. supply lines)
  • Physical damage
  • Damage/blockage caused by foreign objects
  • Faults caused by non standard/OEM products/cleaning agents etc.
  • Failure to follow the instructions supplied with the product - no fault found.

Many "faults" aren't actually a fault of the product, but are caused by the use or installation of the product. Statistics show that in some cases over 90% of reported or suspected faults are due to use, installation or misunderstanding on the part of the operator. Before scheduling a service call, we recommend that you check the fault on the product itself to ensure that it's covered by the Manufacturer's Warranty.

If you have a gas appliance or an appliance that's hard-wired to the mains, we'll require the commissioning certificate before we can arrange for a technician to visit the site. Failure to provide us with this information may result in your warranty claim being rejected or delayed.

Please note that, if during the engineers site visit, they find that the issue affecting your product is due to incorrect use, incorrect use of products, lack of cleaning, incorrect installation, incorrect assembly/positioning/site, issues such as electricity or plumbing faults or any other failure to comply with the instructions supplied with the machine, a charge will be made for the visit.

Provided you agree to the service call being made on the above basis, please complete the online form so that we can instruct the technician to attend.