Stovax Group Warranty Visit – COVID-19

Pre-Visit Preparations

    Customer Name

    Customer Postcode

    Or alternatively, Customer Ticket number

    Covid-19 Stovax Group Engineer Guidelines

    With Coronavirus still affecting us all, we want to reassure our customers of the steps we are taking to keep you, our engineers and our employees safe, whilst working hard to return to the excellent service you expect from us.

    We continue to monitor the Coronavirus situation daily and will continue to follow the UK government guidelines. We may need to make further changes to your requested visit but will do our best to keep you informed.

    Pre Visit Checks:

    For every appointment, our planning team will ask customers and record if they or anyone in their house is self-isolating, has exhibited any Coronavirus symptoms in the last 14 days, or whether anyone in their home is at a higher risk.

    If the customer answers yes, the planning team will ask them to contact us to reschedule the appointment for after the recommended self-isolation period.

    Full notes on the conversation with the customer will be recorded on the customer ticket within our Customer Management system by the planning team.

    If a customer is self-isolating and has an emergency claim, our technical team will talk them through any alternative ways we can help them and will advise that we will not be able to send an engineer until it is safe to do so.

    Pre-Visit Checks by the Service Engineer:

    Prior to arrival at every appointment the engineer will call the customer to record if they or anyone in their house is self-isolating, has exhibited any Coronavirus symptoms within the last 14 days or whether anyone in their home is at a higher risk, in case the situation has changed.

    If the customer answers yes, the engineer will ask them to contact the office to reschedule the appointment for after the recommended self-isolation period and report the cancelled visit to the Service & Warranty team.

    PPE:

    All our company employed Engineers will be equipped with the following Personal Protective Equipment:

    • Face mask with filters or disposable face masks
    • Disposable gloves
    • Face visors

    Our Engineers will ensure that PPE is worn at the start of every visit and will discuss with customers whether face coverings can be removed during the visit, at the customers discretion.

    Handwashing:

    Our Engineers will follow government advice on how to correctly wash their hands which states that you should wash your hands for 20 seconds, using soap and water or hand sanitiser.

    Our Engineers will sanitise their hands more frequently and especially before and after every service call.

    Handwashing will be completed before or after the service call and will not be carried out in customer’s home’s.

    Rigorous checks will be carried out by line managers to ensure that the necessary procedures are being followed at all times.

    Appointment Guidelines:

    Our Engineers will adhere to the following visit guidelines on every visit.

    • Greeting our customers:

    When the service engineer arrives at a customer’s property they will knock on the door and step back from the door at least 2 metres (7ft) and wait for the customer to answer.

    They will greet the customer, explain that they are there to resolve the issue with their fire, and kindly ask them to adhere to at least a 2 metre (7ft) distance from their working area at all times. Where appropriate, engineers may request customers to be in another room away from their working area.

    Our Engineers will ensure that PPE is worn at the start of every visit and will discuss with customers whether face coverings can be removed during the visit, at the customers discretion.

    • During the visit:

    The engineer will ensure that appropriate distancing is adhered to at all times.

    The engineer, where appropriate will ask customers to open windows to maintain good ventilation whilst they are working.

    The engineer will wipe down all surfaces that could be contaminated, pay special attention to handles and handsets and only touch whilst wearing gloves. Any surfaces the engineer touches must also be cleaned at the end of the visit.

    If at any point during the visit the engineer is concerned that a customer may have the virus, or that appropriate social distancing is not being maintained, the service engineer may temporary exit the property to contact their line manager to discuss their concerns.

    • Ending the visit:

    The engineers will not ask our customers to sign anything, instead ask them for their verbal confirmation and sign on their behalf.

    The engineer will advise customers to wipe down surfaces where work has been carried out.

    • After the visit:

    The engineer will remove and dispose of any disposable PPE and wash their hands thoroughly.

    Coronavirus symptoms:

    Our engineers will not attend a visit to any customer if they are showing any potential symptoms for Coronavirus.

    If during the visit you have a concern regarding our engineer’s health and safety practices, then please contact our customer service team on 01392 261900 option 2 where a senior member of staff with discuss your concerns.

    Stovax Group Warranty Visit Terms & Conditions:

    Below are important terms and conditions for your call-out. Please read carefully.

    Our engineer will complete an initial fault inspection on your appliance when they first arrive.

    If the fault reported is not due to a manufacturing fault, the Service Engineer will clearly describe the issue/s to you, and a charge for the call-out will be requested before the engineer commences the repair.

    The engineer will advise you of the cost of the repair before commencing any work.
    If you do not wish to cover the call-out charge and wish to take up the fault with your Retailer or Installer, our engineer will ensure that the appliance is left safe and in the condition found.

    The engineer will complete a fault inspection report. A copy of this report can be requested from our Service department via email at service@gazco.com if required.
    Please note that the engineer can only repair non-manufacturing defects directly related to the product. If the fault identified is outside of the product i.e. flue, gas-pipe work or similar, then you must contact your installer to discuss the repair. If our engineer identifies a non-manufacturing fault outside of the product, you will be charged for our call-out to identify this fault at a charge of £140 Inc. Vat.

    Please note that the costs of parts and labor are fully covered for all appliances under guarantee subject to the exclusions listed below.

    Failure to pay this charge may lead to your remaining warranty being void.

    Warranty Exclusions:

    We would like to make you aware that on occasion issues experienced could be caused by factors beyond our control. In such an instance, the Service Engineer will clearly describe the issue/s to you, and a charge for the call-out will be requested before the engineer commences the repair.

    To avoid a possible call-out charge we ask customers to carefully read the below list of exclusions in conjunction with our warranty terms and conditions which can be found on our website www.gazco.com.

    If you are unsure if any of the below exclusions apply to your fire, please discuss this with your original installer/retailer or our Technical Customer Service Department may also be able to offer some further advice.

    You may be charged if any of the following warranty exclusions are found to be the cause for your visit:

    Gas Appliances:

    • Incorrect gas pressure
    • Inadequate flue performance or any other installation problems which should have been addressed by a survey before installation by the fitter
    • Product is not installed following our manufacturer’s instructions or Gas Safe regulations, not commissioned or the fire has not been registered with Gas Safe
    • Batteries not being replaced in the appliance or handset or inadequate batteries being used
    • Failure to have had the product serviced annually as per the warranty terms and conditions by a Gas Safe registered engineer, faults arising from failure to get the product serviced annually
    • The replacement of consumable items such as ceramics or pilots that are not covered by the warranty, details of which can be found on your warranty card or on our website www.gazco.com

    Electric Appliances:

    • Issues with mains/spur connections of power supply.
    • Damage resulting from the product not being adequately maintained. (Please see your Gazco Installation and Operating Instructions for further information on how to service and maintain your Electric appliance).
    • Product is not installed following our manufacturer’s instructions
    • Batteries not being replaced in the appliance or handset or inadequate batteries being used
    • The replacement of consumable items such as ceramics or pilots that are not covered by the warranty, details of which can be found on your warranty card or on our website www.gazco.com

    Wood & Solid Fuel Appliances:

    • Damage resulting from installation and usage where the appliance has not been installed or used following the Stovax installation and operation instructions, or if the installation does not conform to local building, fire and safety regulations.
    • Defects or faults caused by specific local conditions such as draught problems and chimney defects.
    • Damage or faults caused by a lack of appropriate annual servicing.
    • The Stovax Extended Warranty does not cover damage caused by over-firing of the appliance. (Please see your Stovax Installation and Operating Instructions for further information)
    • Damage or premature wear caused by burning inappropriate fuels such as Bituminous coal, “Petro-Coke” or any other Petroleum based coals. Please visit the HETAS website, www.hetas.co.uk, for a full list of approved fuels which are covered by the warranty. Fuels outside of this list are not covered by the Warranty.
    • Damage caused by burning material with high creosote content or any other painted/treated timber.
    • Damage caused by burning wood with high moisture content. (Please see your Stovax Installation and Operating Instructions for further information)
    • The replacement of consumable items such as firebricks, rope seals or glass that are not covered by the warranty, details of which can be found on your warranty card or on our website www.stovax.com

    Chargeable visits:

    Continuation of your warranty:
    To activate your next year’s warranty, if your appliance is over a year old, you will need to provide the service engineer with evidence that the appliance has been serviced by a Gas Safe (Gas) or Hetas (Wood-burning) Engineer. Please have your proof of service history ready for our engineer’s inspection.

    Chargeable Annual Service:
    It is a condition of the Extended Warranty that your Gazco or Stovax Stove or Fireplace is regularly serviced (every 12 months) by a suitably trained and qualified individual.
    If you have requested our engineer to complete an annual service on your appliance, detailed below is what our engineers will do to ensure that your fire continues to operate efficiently for the next winter season to come.

    Gas Appliances
    Our engineer will:

    • Ask you if you have experienced any issues with your fire or whether you have noticed any smell of gas
    • Complete a full strip down of fire, removing the control system
    • Clean the firebox
    • Complete a full and detailed clean of the engine, including the injectors, aeration plate and burner
    • Exchange the pilot assembly if required – this is a consumable item not covered under the appliance warranty
    • Relay the fuel bed adding new embaglow if required, spray any tired looking coals/logs
    • Carry out full safety checks
    • Clean the glass
    • Fill in the service record in the manual

    Woodburning and Solid Fuel Appliances
    Our engineer will:

    • Fully inspect the appliance, checking all rope seals and replacing if necessary, checking baffles and bricks and advise if these should be changed
    • Remove all internals and clean out the firebox
    • Inspect flue /chimney if possible and advise on cleanliness for recommendation of chimney sweeping
    • Check operation and grease up all air controls and make sure they operate smoothly
    • Clean the glass
    • Carry out full safety checks including a smoke test and operation test by lighting the fire and taking a flue reading if possible
    • Report back to you any issues that may require further attention
    • Fill in the servicing section of the book.

    If our engineer attends an agreed appointment and there is no one at home, we reserve the right to invoice £50 Inc.Vat for an aborted or missed appointment at our discretion.

    Please note we require a minimum of 24 hours’ notice for any requests to cancel pre-arranged appointments.

    If you have any questions regarding warranty exclusions or any charges then please contact our Service & Warranty department who will be happy to discuss these questions with you further.